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What's Your Return Process For Mattresses and Toppers?
What's Your Return Process For Mattresses and Toppers?

Here's a step by step guide to initiate a mattress or topper return

John Davies avatar
Written by John Davies
Updated over a week ago

Thank you for giving your Brentwood Home mattress a try. We are sorry to hear you want to return your purchase, but we’re happy to help! We do things a little differently around here, so let us explain how the return process works.

As a sustainable company, it’s important to ensure that all of our gently used return items find a new home instead of ending up in a landfill. That's why we have a dedicated team to guide you through the process. We promise it will be quick and simple and that we will do most of the work for you, and in the end you can feel good about your return because you’ve helped a family or organization in need. Read more about our donation program here: What Do You Do With a Returned Mattress?

Here's how it works...

Step 1: Check Eligibility

Have you had your mattress for more than 30 days? Your Brentwood Home mattress is unlike any mattress you’ve experienced before. Some people love it after the first night. For others, it takes a little longer. Depending on the type and condition of mattress you’re transitioning from, your body might need time to adjust to its gentle firmness. Experiencing proper posture and back support may actually cause a few aches and pains along the way. This might take a month or more. But you’ll appreciate it in the end. That’s why we require that customers give their new mattress at least 30 days before returning it.

Step 2: Troubleshooting

Is your mattress too hot, too firm, or too bouncy? Whatever you’re experiencing, our Returns Team has heard it all or experienced it themselves. So before we proceed with your return, we will ask you a few questions and provide you with a few tips and tricks to ensure that you are getting the most out of your new Brentwood Home purchase.

Step 3: Take Photos

We donate all our returned items to one of our 1,500 nationwide donation partners, and we have a 95% donation success rate. So it’s important for us to ensure that each and every item is still in like-new condition before we coordinate the donation. That is why we kindly ask for photos of the entire surface area of your item, free of any bed linens, before we proceed with the return. We may also request a photo of the law tag for internal purposes as well, so please don’t repackage anything until you have spoken to one of our dedicated Return Experts. If your item is brand new and unopened, no need to unpackage it. Just let us know and we’ll inform you of next steps.

Step 4: Coordinate Your Donation

Now that the Returns Team has gathered all of your photos and additional feedback, our Sustainability Team will assist you with coordinating the donation. They will either provide you the information for an organization that is closest to you so you can drop it off at your convenience, or they will work with you to coordinate a mutually convenient pickup date. This can take anywhere from 5-7 business days to coordinate. Although our donation network is always growing, we may not have partners in specific areas just yet. Sometimes we may need your help with finding someone nearby, and in the rare chance that a donation is not possible, we will coordinate a pickup with one of our recycling partners instead.

Step 5: Verify and Refund

Once the donation has been completed, we ask that you send us verifying information, which your Sustainability Expert will go over with you. As soon as that information is received, we will get your full refund issued within 72 business hours.

Prepaid Return Shipping labels

Rest assured that even if you ship your return out, it will still be delivered to one of our dedicated donation partners. We have carefully curated the return shipping process so that your item is delivered to one of our donation partners within a specific range of your address. Not only does this ensure the items get reused, but it also cuts down on our carbon emissions.

Helpful Links

For additional questions or concerns or to return a Mattress or Topper, please contact our Customer Support Team.

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