Terms & Conditions
Returns and Exchange Policy
Thank you so much for your Sleep Fresh purchase! We hope that you enjoy your new system and want to ensure that you are completely satisfied. Comfort is a very personal preference when it comes to buying a sleep set, and we know that on occasion, the first choice may not always be the right one. That is why we have developed a “No Hassle” return & exchange policy for you. Please take a moment to review this policy below.
Climate Controlled Sleep System “No Hassle” Guarantee
It will take you time to adjust to your new Climate Controlled Sleep System. As with any new sleep set, there is a “break in” period, both for you and the mattress set. Your body will need to adjust to the new level of support and comfort that the new sleep system provides. Likewise, the foam layers of the mattress will need time to relax and condition (much like buying a new pair of shoes).
Therefore, it is our request that you try the new sleep system for a minimum of 30 days before considering an exchange or return. Our Comfort Guarantee allows you up to 100 days to try out your sleep system. If, between the 30th and 100th day you are not completely satisfied with your purchase, you may exchange your mattress or return it. Our “No Hassle” Guarantee is not valid on clearance or discounted merchandise. In compliance with strict national and state bedding laws, and as detailed in our manufacturer’s warranty, Symbol is unable to warranty or exchange a mattress that is stained or unsanitary.
Our No Hassle Guarantee may differ from the returns/exchange policies that exist with Sleep Fresh retailers. Our guarantees only apply in the event that you have purchased directly from Symbol Mattress. Purchases of Sleep Fresh products from retailers will be subject to their established return & exchange policies.
Customers are allowed one exchange at the cost of a $150.00 restocking fee. The exchange must be for the same size product of equal or greater value. If an upgrade is selected, the customer will only pay the difference. There is not a shipping fee associated with exchanging your mattress. It is the customer’s responsibility to have the product secured in a cardboard mattress box prior to retrieval, similar to the boxes used for original shipment. Please keep your original box until you are completely satisfied with your new sleep system. Should you need new packaging please contact symbol mattress to purchase one.
Should you decide to return the entire set, a full refund minus shipping costs will be provided once the mattress is returned. The shipping fees will be calculated based on the shipping costs depending on location and may vary. Generally the fees will not exceed $250.00. It is the customer’s responsibility to have the product secured in a cardboard mattress box prior to retrieval, similar to the boxes used for original shipment. Please keep your original box until you are completely satisfied with your new sleep system. Should you need new packaging please contact symbol mattress to purchase one.
Upon the arrival of your shipment, please take the time to inspect your items to make sure that they were not damaged during transit. The inability to note a damaged product at the time of delivery may result in automatic forfeit of the ability to return the item, or have the item covered under shipping insurance. We urge you to not only inspect the outside of the package, but also to immediately open the item and make sure that it is 100% intact. If the item appears damaged please have the driver make note of it. If it looks damaged beyond use please refuse the shipment. This is to make sure that you will be covered by the carrier’s insurance. If there is a problem, we will work diligently to get you a replacement as quickly as possible.
Refusal of Shipment Policy
If a customer refuses shipment on a non-damaged delivery they are subject to all return fees as if it were a returned item.