Returns, Exchanges & Refunds Policy

1) Final Sale Policy

Products sold by Quality Sleep Direct are manufactured specifically for each order and delivered directly to customers. For quality, safety, and hygiene reasons, delivered products cannot be reintroduced into circulation.

For these reasons, all sales are final unless otherwise expressly stated.

Non-Returnable Products

• All mattresses are non-returnable once delivered
• Bedding and sleep accessories are non-returnable due to health and hygiene considerations
• Used, opened, or unboxed sleep products cannot be accepted for return
• Adjustable bases, bed frames, and accessories are non-returnable once delivered

Refunds are issued only in the limited circumstances expressly outlined in this policy. Chargebacks or payment disputes may not be used as a substitute for return or refund eligibility.

As a limited customer service accommodation, select premium mattress models may qualify for a one-time Comfort Exchange. This program is the only exception to our final sale policy, is not a return or refund, and applies only to eligible products as clearly identified on the product page.

View full Comfort Exchange Program details →

Comfort preferences and firmness perceptions are subjective and do not constitute defects or grounds for return.

2) Returns

Quality Sleep Direct does not accept returns for delivered products. If you have questions before ordering, we strongly encourage contacting our team for assistance.

Manufacturer warranty coverage may apply to eligible products. See the Warranty Information page for details.

3) Comfort Exchange Program (Limited Exception)

Full program details are available at: Comfort Exchange Program →

The Comfort Exchange Program allows eligible customers to exchange a qualifying mattress one time only for a different comfort option. This program is offered as an exchange accommodation—not a return or refund.

Eligibility

• Only products explicitly marked as Comfort Exchange eligible on the product page qualify
• Value-line or specially designated products are not eligible
• Eligibility may vary by model and manufacturer

Exchange Terms

• Exchanges may be made for the same or higher-priced mattress
• Any applicable promotional credit applies only to the replacement mattress
• All shipping, delivery, and service charges for the replacement order are the customer’s responsibility
• Comfort exchanges do not include refunds to the original payment method

Program requirements, timelines, and procedures are detailed on the product page and may be updated periodically.

4) Order Cancellations

Orders may be eligible for cancellation only if a request is received before the order is submitted for production or fulfillment.

• Requests must be submitted promptly after placing the order
• Once production or fulfillment begins, orders cannot be canceled
• Approved cancellations may be subject to non-refundable payment processing or administrative fees

Cancellation eligibility is determined based on order status at the time of request.

5) Damaged Items

Customers are responsible for inspecting deliveries upon receipt. If an item arrives damaged to a degree that you do not want to keep the item, DO NOT ACCEPT the delivery.

• Report issues to Customer Support
• Photographic documentation may be required
• Once you have signed for an item, it is yours. DO NOT SIGN the delivery paperwork if the item is damaged

6) Refunds (Limited Circumstances Only)

Quality Sleep Direct does not issue refunds for delivered products. Refunds are available only in the following limited situations:

• Approved order cancellations submitted before production begins
• Confirmed errors directly attributable to Quality Sleep Direct

Approved refunds are issued to the original payment method and may be reduced by non-refundable payment processing or administrative fees.

Comfort exchanges do not qualify for refunds and are not a reversal of the original purchase.