Refund policy

OUR 100-NIGHT COMFORT GUARANTEE

Buying a new mattress is an important decision and a long-term commitment. Every sleeper is unique, and while we make every effort to help you arrive at the right choice the first time, we provide the 100-Night Comfort Guarantee to ensure you’re happy with your mattress and getting the healthy and restorative sleep your body needs.

We ask that you please sleep on your new mattress for at least 30 nights to allow time for your body to adjust.  If after 30 nights you're not completely satisfied with the comfort and support of your new mattress, contact us (before 101 days have passed) and we'll consult with you on the best path forward.  You will have the opportunity to choose one of the following options:

Modification

  • If your mattress feels a bit too firm, adding one of our all-natural pads or toppers to modify the comfort level to your preference may be the best option.  If this is the option you choose, we will help you select the right item to achieve the comfort modification you desire. (fees may apply)
  • If your mattress feels a bit too soft, we'll work with you to help ensure the issue isn't due to an inadequate foundation, box spring, base, or bed slats. If it indeed turns out the support of your mattress is not sufficient, we can help you to replace or augment your current support to improve the feel of your mattress. (fees may apply)

Reselection

  • If it necessary to replace your first mattress selection with an alternative model, we will accommodate a 1-time mattress reselection w/in the first 100 nights after delivery. This option is only available to customers able to visit our store and make their reselection choice during a personal consultation.  If this is the best option to address your needs, we will provide a credit for the amount paid for your first mattress, less 1) the cost of your original shipping/delivery, and 2) a Trial-Period Fee (see details below). Your credit must be applied to the reselection mattress purchase; if your reselection mattress is of greater value than your credit, you will be responsible for the difference in price; refunds are not available for reselections of lesser value. We will deliver your reselection mattress once it is ready and remove your first mattress for recycling. Your reselection credit may not be applied to any items other than your new mattress, and is not transferrable.  

Refund

  • If we determine that Modification and/or Reselection are not viable options, we may accommodate a one-time mattress refund.  Please note, any customer opting for Refund will not be eligible for future purchases from the Ethical Mattress Co.
    • If you live in our local delivery area and received your order via our white glove delivery service, we will accommodate you in keeping the mattress up to an additional 30 days while you make arrangements for its replacement.  You will need to provide us with proof of purchase for your new mattress, and once the new mattress is delivered you will need to send us photos of our mattress being removed from your home and hauled away by the company delivering your new mattress. Once we validate our mattress has been removed, we'll refund your purchase price less 1) the cost of the original delivery, and 2) a Trial-Period Fee (see details below).
    • If you do not live in our local delivery area and received your order via UPS, we’ll connect you with a third-party company to remove it at no cost to you, but first we must verify that the mattress is in good condition. We'll ask you to message us with your phone and email contact info, as well as a picture showing the entire sleep surface of the mattress uncovered by bedding. Once we receive this information we will initiate the removal process.  When our third-party provides validation the mattress has been removed, we'll refund your purchase price less 1) the cost of the original delivery, and 2) a Trial-Period Fee (see details below). If our third-party does not service your area, we’ll contact you to provide alternative removal options.

Trial-Period Fees

  • If you decide to utilize the Reselection or Refund options, a small fee will be deducted from your credit or refund. The purpose of this fee is to offset a small fraction of the costs involved in the production and disposal of your original mattress.  The amount of the Trial-Period Fee is dependent upon the mattress purchased, and is structured as follows:
    • $49 to $99 on Ethical Mattress Essential & Avocado Eco mattresses
    • $99 to $199 on Ethical Mattress Classic & Avocado Green mattresses
    • 10% to 20% on Avocado Luxury Organic and Grand Luxe mattresses   

*Please note the following conditions:  1) to be eligible for refund the identity of the original mattress must be verified; 2) customers are only eligible to utilize the provisions of the 100-Night Comfort Guarantee a single time; 3) purchases of floor samples, discounted overstocks, or other off-price AS-IS sales are not covered by the 100-Night Ethical Comfort Guarantee and are not eligible for modification, reselection, return or refund.

 

ORDER CANCELLATIONS

We are only able to honor order cancellations prior to delivery.  We will issue a refund for the amount charged for your order, less all applicable fees and costs incurred in the fulfillment of that order, including:

  • Credit Card transaction fees charged by the payment processor and bank. These typically range from 2.5% to 4%, depending on the customer's credit card provider.   These are costs charged by your bank that we absorb on your behalf when taking your order, and unlike many retailers, restaurants and service providers, we do not pass these costs on to you.  However, as these fees are charged and collected by the banks and never actually paid to us, we are unable to refund them.
  • Any shipping and delivery costs, including both inbound freight costs if applicable, all outbound shipping costs, as well as any additional fees incurred to have an item that has already been shipped returned to sender.
  • If applicable, any costs incurred for repackaging or refurbishing to make the product saleable.

Cancellation refunds will be issued only once the item has been returned to us.

 

RETURNS & EXCHANGES

Mattresses

Please see above (100-Night Comfort Guarantee)

 

Pillows, bedding, bases & accessories

For all non-mattress items, we're only able to accept returns for items that have not been opened or used, are undamaged and in good condition, are still sealed in their original packaging, and only within 15 days of the original purchase.

For any returns that meet these conditions, we will provide a store credit for the amount of your original purchase (less any applicable delivery and pickup fees).

 

REFUNDS

For all non-mattress items, we're only able to offer refunds (less any applicable delivery fees) for items that are physically returned to our store within 3 days of purchase during normal operating hours. To qualify for a refund, the item must not have been opened or used, must be undamaged and in good condition, and still sealed in the original packaging.

For mattress purchases, please see above information on our 100-Night Comfort Guarantee

 

MANUFACTURER'S MATTRESS WARRANTY

Congratulations on the purchase of your new mattress!  Whether you purchased one of our Ethical Mattress brand mattresses, or one of the Avocado brand mattresses, the warranty terms below apply to your new mattress.

Please note:  In order to maximize the performance and durability of your new mattress, please follow these simple guidelines:

• Rotate your mattress regularly to ensure uniform wear on the entire sleep surface.
• Never stand or jump on your mattress.
• Protect your mattress from stains or soiling with a waterproof cover.

DEFECTS COVERED UNDER THE MATTRESS WARRANTY:

A VISIBLE indentation equal or greater than one and a half (1.5) inches (three-fourths of an inch (3/4") for Crib mattresses) that are NOT associated with or resulting from a faulty, improper, or unsupportive foundation, box spring, or platform that is not designed or constructed so that it is capable of handling the combined weight of the foundation and its intended users.  Indentations must be visible to the naked eye when no weight is applied to the top of the Mattress.

(For the Avocado Green Ultra Plush Box-Top mattress, and the Avocado Luxury Organic Ultra-Plush mattress, the VISIBLE indentation must be equal to or greater than two (2) inches.)

If the purchaser uses an inappropriate foundation, box spring, or base, the Mattress Warranty, without limitation, will be void.  You may be required by the Ethical Mattress Co and our manufacturers to provide proof of the quality of the foundation, box spring, or base used.

Any physical flaw in the natural latex foam that causes it to split or crack under conditions of normal use and proper handling.

Any manufacturing defect in the Mattress cover, such as the fabric tearing or stitching unraveling. Any cosmetic damages to the Mattress, NOT caused by normal wear and tear, or that affect the performance of the Mattress.

Size variations greater than 2 inches in length and/or width dimensions after 30 days of regular usage. Size variations must be reported within your trial period.

NOT COVERED UNDER THIS WARRANTY:

Normal wear and tear or any condition resulting from misuse or abuse of the Mattress or failure to keep the Mattress clean and free of stains and potentially unsanitary conditions.

A normal increase in softness due to normal usage.

Comfort preference. Any comfort level description of any Mattress is solely provided as a guideline, and the Ethical Mattress Co and our manufacturers do not guarantee that a particular comfort level will be to your liking.

Mold, odors, and/or discoloration. Your Mattress should have proper ventilation and not be placed on a solid surface or in a wet, humid place.

Damage from abnormal care, including, but not limited to, liquid spills, improper ventilation, including, but not limited to, humid climates and/or areas where the Mattress is exposed to excessive water or humidity.

Damage associated with an improper bed frame, foundation, box spring, or base, as determined by the Ethical Mattress Co and our manufacturers.

Imperfections that do not prevent ordinary use and enjoyment of the Mattress by a reasonable person are not considered to be defects. For example, surfaces may not be perfectly even, and corners may not be perfectly shaped or symmetrical. These are not defects for which you can seek a remedy under this Mattress Warranty. More specifically, this Mattress Warranty excludes: (a) minor imperfections and slight cosmetic flaws; (b) normal wear and tear; (c) tears, stains, soiling, burns, and discoloration that occur over time; (d) dampness or mold; (e) individual or personalized preferences relating to firmness, texture, comfort, etc.; (f) normal body impressions not greater than one and a half (1.5) inches in the Mattress (2 inches in the Avocado Green Ultra Plush Box-Top and the Avocado Luxury Organic Ultra-Plush mattresses) as measured below the quilt level — in other words, some settling of the fiber in the quilt should be expected and is not considered a defect); (g) individual or personalized allergies and sensitivities; and (h) naturally occurring cotton, wool, or latex foam aromas.

In addition, this Mattress Warranty does not cover conditions resulting from abusive handling, misuse, or neglect. Accordingly, the following circumstances, if discovered upon inspection, will void your Warranty: (a) any unsanitary condition; (b) burns; (c) use of the Product on an improper bed frame; (d) physically abusing the Mattress; (e) attempting to clean the Mattress inappropriately; and (f) improper storage of the Mattress (including storage in damp locations, areas infested with insects or rodents, or any other unprotected storage areas); and (g) purchase from resellers who are not authorized retailers.

WARRANTY PERIODS

Ethical Mattress Essential Collection Mattresses

  • 10 Years: Full Coverage, Non-Prorated

Ethical Mattress Classic Collection Mattresses 

  • 15 Years; Full Coverage, Non-Prorated

Avocado Eco-Organic Mattresses

  • 10 Years: Full Coverage, Non-Prorated

Avocado Green Mattresses; Avocado Lux Organic Mattresses; Avocado Grand Luxe Mattresses

  • 25 Years; 10-Full/15-Limited Coverage & Prorated (see details below)

Years 1-10: Full Coverage, Non-Prorated
During the first ten (10) years of the Mattress Warranty, Avocado Mattress will not charge the purchaser to repair or replace the purchaser’s mattress if it qualifies under the Mattress Warranty. This period is non-prorated, which means that Avocado Mattress does not charge a percentage of the repair costs or replacement product based on how long you slept on the mattress before noticing a defect.

Years 11-25: Limited Coverage, Prorated
During years 11-25 of the Mattress Warranty, Avocado Mattress will, at its option, replace the mattress at a prorated charge to the purchaser in addition to transportation and/or shipping charges. The prorated replacement charge will depend on the year the Mattress is replaced. If the Mattress is replaced during the eleventh (11th) year, the prorated replacement charge the purchaser pays will be fifty (50) percent of the original purchase price. If the Mattress is replaced after the eleventh (11th) year but before the twenty-first (21st) year, the prorated replacement charge the purchaser pays will increase by five (5) percent for each subsequent year of the prorated period (i.e., 55% of the original purchase price if replaced during year twelve (12); 60% of the original purchase price if replaced during year thirteen (13), etc. If the mattress is replaced in year twenty-one (21) or any point thereafter before the expiration of the Mattress Warranty, the prorated replacement charge will be 95% of the original purchase price. The replacement will be of the same model and size as the original Mattress purchased. In no event will a substitution model be used as a replacement except for a discontinued Mattress. In this event, a Mattress of like build and design, at Avocado Mattress’ discretion, will be used to replace the defective Mattress. Replaced or repaired Mattresses are subject to the same Mattress Warranty as the original. If you obtain a replaced or repaired Mattress, the warranty term of the replaced or repaired Mattress begins from the date of purchase of the original Mattress. If applicable, a replacement mattress ends your sleep trial.