Returns & Refunds
How It Works
We know you'll love your Essentia mattress, but we also want you to rest assured that in the event you want to make a change, you have the flexibility to do so.
The 120-Night Sleep Trial is applicable to the Tatami, Stratami, Classic REM5, Dormeuse REM9, and Grateful Bed Jr mattresses only. Many Essentia sleepers fall in love from night 1, but some sleepers need a bit more time to adjust to their new mattress. This is dependent on the type of surface you are transitioning from, the body and spine do take some time to fully adjust to the new sleep surface. In fact, as your body is realigning and you experience proper back support you may actually have a few aches and pains during this time but we promise it will be worth it! Your 120-Night trial begins on the day that your new mattress is delivered, we do require you to sleep on your new mattress for a minimum of 30 nights before deciding to return or exchange your mattress.
If after 30 nights of sleeping on your new mattress, you are sure that you need a different Essentia model or want to return your mattress simply contact us and a member of our customer care team will be happy to coordinate this for you. All mattresses must be returned in good condition, free from stains and damage. Unlike other companies, we do arrange to have your mattress picked up and brought back to us for donation or recycling. We do not ask you to pack your mattress up, as it is quite heavy and cannot be rolled once unpacked. This is why we arrange to have a team pick up the mattress from your home. All returns are subject to approval based on the condition of the mattress. Once approved our customer care team processes your refund minus the nominal return fee representing 9% of the listed retail price of the mattress plus any applicable taxes.
Mattresses that are in amazing condition get a brand new GOTS certified organic cotton cover and are donated to amazing charities that we work with via our Betterhood program.
If you're outside of the continental USA or Canada, any charges incurred for returning the merchandise, such as transportation, are solely the consumer’s responsibility in addition to a 5% processing fee.
Refunds are issued once the merchandise has been received and inspected. All Items must be returned in good condition. If you do elect to return your mattress, please call Essentia at 888-764-4116.
* Important: Your mattress must be returned in good condition, with all instructions, warranties or other paperwork. Promotional items received free of charge at the time of purchase will be deducted at full retail price from your refund. Your reasons for returning are required. Returns shall not be accepted if the product has been physically damaged intentionally due to accident or neglect; including but not limited to damage by burns, cuts, water, stains, humidity/mold, bodily fluids or is otherwise abnormally soiled, used or unsanitary. If ever the item is deemed defective you will receive a full refund including the 9% return fee. If you have purchased an UrthSleep Mattress by Essentia the return fee is $99 plus any applicable taxes. Maximum of 2 returns or exchanges per client.
PILLOWS, FOUNDATIONS, ADJUSTABLE BASES, TOPPERS, CUSTOM ORDERS, PROCOR P1, CRIB MATTRESS, STINKY PAD, SHEETS, BODY GUARD, DREAMWEAVER, or KINGSTON DOG BED.
Given the custom or personal nature of these items, returns are only accepted in the event that the product is damaged at delivery or if there is a product defect. All items listed above are final sale, however, some of these products do carry a warranty to protect your investment.
Essentia mattresses are compressed and rolled for shipping. It is incumbent on the consumer to unpack the mattress within 30 days of receiving the mattress. Failure to do so will void your warranty. A Mattress that is compressed for a prolonged period can have structural damage and/or condensation from being packaged for an extended period of time.
Please note, there may be certain instances if you live in a remote location, that our carrier will be unable to pick up your return mattress. Should this occur, our customer care team will help you find a suitable charity to donate your mattress to.