Hassle-Free Refunds

Our mission is to improve the lives of our customers through faster, deeper and longer sleep through innovation. We want you to be happy and as we are consumers ourselves.

Dormeo® Mattresses, Toppers, Protectors and Pillows have a 100-night, risk free trial starting from the delivery date. Sleep on your new Dormeo® Product for a minimum of 30 nights in your own home, and if you're not completely satisfied, you can request a full refund of the product purchase price. Under our 100-night risk free trial, there is a limit of one refund and exchange per customer and/or order. Policy not applicable to Amazon Orders. Please note that “Free Shipping” is a promotional offer and shipping cost will be deducted from refund amount of product(s) returned. (Unopened Package, Donated, Recycled, or Discarded)

Why do we require that you use your Dormeo® Topper, Pillow or Protector for a minimum of 30 nights?

We know you will love your new topper but it isn't uncommon for it to take your body a bit of time to adjust to sleeping on a new surface. Some people are lucky and love it from night one but others may experience a bit of stiffness or soreness for the first few mornings. We want you to be fully satisfied with your product and ask that you give it a minimum 30-night trial before being eligible within our 100-night, trial.  Give your body and the product time to adjust to each other and we are confident you will fall in love! If after 30 nights you decide the product just isn't for you, follow our refund process provided below.

Refund Process:

Want to start the refund process? Don't worry we will work with you to ensure that you are happy. Start by contacting Customer Care (8:00 am to 10:00 pm EST Weekdays) and (10:00 am to 5:00 pm Weekends & Holidays) by Facebook Messenger (Dormeo Canada) or anytime by email: CustomerCare-Canada@Dormeo-na.com and we will take care of you.  We will guide you through one of two processes:

 

Process if your Topper or Pillow is opened:

We love our products and our planet so we don't want to contribute to landfill waste.  We also realize that trying to re-box your topper may be a challenge, so we have tried to make the process easier for you. In the spirit of being kind to our planet, we kindly ask that you donate to a registered charity or recycle your product.

Depending where you live there are places that may accept donations.  Some of these will even come pick them up for you. We ask that you provide customer care with a photo of the receipt of your donation and they will process your refund. Working together with you we can help someone to sleep better and be kind to our planet.

If you live in an area that does not accept these donations, we ask that you please recycle your product.  There are several options for this that customer service will gladly help you with!  After photo proof of your recycling we will issue your refund of the product purchase price minus the shipping fee.

We require the receipt for this within 30 days of your refund request.

Refunds can take 5-7 business days and are subject to processing times of the recipient's bank or payment provider.

Please note the following:

- All sales are final for mattress covers once opened. 

- For toppers, protectors, sheets, and pillows: if the product is donated, discarded, or recycled under our refund process, $35 shipping fee will be deducted from the refund amount.

- For mattresses: if the product is donated, discarded, or recycled under our refund process, $175 shipping fee will be deducted from the refund amount.

Shipping remains free for kept products. Please note that “Free Shipping” is part of a promotional purchase and will be deducted at time of refund if the product is returned. (Donated, Recycled or Discarded) If a return is initiated within the 100-night trial period, the applicable deduction above will be taken from the refund.

If your Topper or Pillow packaging seal is unopened:

1. Contact us thorough Messenger or send an email to CustomerCare-Canada@Dormeo-na.com requesting a return.

2. If your topper or pillow packaging seal is unopened, Customer Care will email you a Pre-Paid Shipping Label at no cost to you. 

3. Attach the Pre-Paid Shipping label on the outside of the box.  The product must be unopened.

4. Send your item back using the prepaid shipping label.

5. After your item is received, we will issue the refund, less the original shipping cost covered by the promotional “Free Shipping” offer.  Refund processing can take 5-7 business days from the date of delivery and is subject to the processing times of the recipient's bank or payment provider.

 

*If you need to report a lost package, a claim must be made within 30 days of the carrier's stated delivery date.

*For a size exchange, there is a $35 shipping fee in addition to any additional cost associated with the size difference.

BOGO Promotions - If returning only one product, the refund will be on lower-priced item.