Avocado is a reputable mattress, pillow, and bedding brand based in the US.
Established in 2016, Avocado’s aim is to make luxurious, non-toxic, organic mattresses while maintaining affordability and sustainability within the business.
Avocado boasts many prestigious worldwide certifications including reaching the Global Organic Textile and Global Organic Latex Standards, as well as being Climate Neutral certified, and B Corp certified.
Avocado is highly dedicated to minimizing environmental impact while providing a trusted product!
The company states that honesty is a key foundation of its policies. Their policies are customer-centric, which means that they are committed to listening to and meeting customer needs.
As a customer, it’s important to understand Avocado’s policies! This article will go over:
- The Avocado Returns Policy
- Initiating a return
- Refunds and exchanges
- Avocado warranties
- Top tips when requesting a refund or exchange.
Let’s get into it!
Basics of the Avocado Return Policy
Avocado’s return policy can be easily found on their website. The trial periods differ depending on the product, but the essence of the returns policy is the same.
Returns are only available in Avocado’s service area, which is exclusive to the US, Hawaii, and Alaska. Shipping fees for any returns are not refundable.
Avocado sleep trials are limited to one item in each category (mattress, foundation, bed frame) per household.
Sleep Trial Period
The sleep trial period differs for each product. There are 1 year, 100 day, or 30 day sleep trials. The trial period for your exact item can be found here.
During a sleep trial, it is expected customers take care of their Avocado product! Usage instructions for each product should be followed correctly, and improper use will void a sleep trial.
For all Avocado mattresses on a sleep trial, the mattress needs to be rotated head to toe every month so it wears evenly.
Eligibility for Returns
Avocado has certain conditions for a valid return.
Returns will only be allowed after a minimum sleep trial of 30 days, with the stated reason for the minimum trial period being that customers need a certain amount of time to adjust to change before making a decision.
Additionally, returns for any Avocado product will only be allowed if purchased directly from Avocado. Any products purchased through a third-party retailer are invalid for a return.
When looking to return an Avocado product, the product must be in donatable condition. If there are any major defects on a product, the return will be denied. Returns will also be denied if the product has not been used correctly.
Initiating a Return
There are certain steps to follow when initiating a return with Avocado. Firstly, all sleep trial requirements need to be followed.
Secondly, all returned products must be received and verified by Avocado by the end of a customer’s sleep trial or within 30 days of the first request. Returns outside of these parameters will no longer be valid.
To initiate a return for any product other than a mattress or a topper, you need to go to Avocado’s online Returns Portal which can be accessed through their website. You will need the product order number and the email you made the purchase with!
Avocado mattresses and toppers follow a different returns channel as these products are donated with the help of customers.
You will need to get in contact with the Avocado Returns Team and provide photos of the product to determine whether the item is in a donatable state.
Arranging a Pickup
Once the Returns Team has approved the return of a mattress or topper, the Avocado Sustainability team will help you coordinate the donation. An organization close to you will be selected, and Avocado will work with them and you to arrange a pickup.
If a donation is not possible in a customer’s area, one of Avocado’s recycling partners will pick the product up instead!
Note there is a $99 return fee on certain mattresses. For any other product, you will be issued a returns label through the Online Returns Portal. You will then need to ship the product back within 10 days of printing the label, your return will be finalized.
As mentioned above, shipping fees are non-refundable.
When returning an Avocado mattress or topper, your refund will be initiated once the donation has been verified.
With any other product, refunds are initiated when a returns label is issued. Each returns label is tied to the purchase details, so you will not receive a refund if you do not use the label.
A refund should be received within 1 – 3 business days of a verified return. However, be aware that some banks take longer to process the refund back into your account.
Refunds will only be made to the original credit card and in the original form of payment. Avocado will not refund into a different bank account or provide cheques/cash.
However, you can receive a refund in store credit, but only through the online Returns Portal. Therefore store credit refunds are excluded from mattress and topper returns.
Avocado does offer exchanges on their items. However, the product you exchange for will not be eligible for a sleep trial and cannot be returned.
This aligns with Avocado’s policy of 1 sleep trial per item per household and is in place to minimize environmental impact.
Avocado has extensive warranty policies. For all items, the original proof of purchase from Avocado is required and law tags must be unaltered.
All items need to be handled in accordance with their usage instructions, as improper use or unsatisfactory condition will void the warranty.
Avocado warranties protect customers against defects in materials and workmanship. Some products have different warranty time periods. It is important to check on Avocado’s website for your product’s specific warranty period, listed here.
The main warranty is the Avocado 25-Year Limited Warranty, which covers the following:
- Green Mattress
- Vegan Mattress
- Organic Luxury Mattress
- Grand Organic Mattress
- Green Crib Mattress
- Luxury Organic Crib Mattress.
The Avocado 25-Year Warranty begins at the time of purchase and only covers items that have been used for the intended purpose and are in alignment with the product usage instructions. Normal wear and tear is not covered!
The warranty states that Avocado will replace a mattress under warranty with the same model unless the model has been discontinued, and the closest one will be substituted.
The Avocado 25-Year Limited Warranty will cover:
- Any visible indentation that is visible to the naked eye and equal to or larger than 1.5 inches/3.8 centimeters
- Any splitting or cracking caused by flaws in the latex foam
- Manufacturing defects such as unraveling stitching and fabric tears
The 25-year Limited warranty includes full coverage for the first 10 years, but for years 11 to 25 the warranty is limited and includes prorated costs.
This means that after 10 years, Avocado will charge the purchaser a percentage of the repair or replacement costs. Below is a table which shows the prorated costs for each year of warranty.
|Year of Warranty||Prorated Cost (in percentage of original item price)|
|0 – 10||0%|
|21 – 25||95%|
Return vs. Warranty Claims
The Avocado returns policy and Avocado warranty policy are different!
The returns policy is for customers who are not satisfied with their product and do not wish to continue ownership.
On the other hand, the warranty policy covers customers who have a defect in their product caused in the manufacturing stage. The warranty allows customers to return faulty items and receive a replacement.
Return Tips & Tricks
As a customer, there are things you can do to make the returns process as smooth as possible.
Firstly, keep your products in the best condition possible! Make sure you read and follow the usage instructions for your item.
Retain all original packaging in case of a return, so you can use the original packaging to ship back your item.
Document any issues with the product with photos and a written summary so the Avocado team can immediately understand what’s going on.
Make sure to have all the information you need when initiating a return such as order numbers, contact details, law tags, and photographs.
How long is the sleep trial period for Avocado products?
The sleep trial duration is 1 year, 100 days, or 30 days depending on which product you purchase. The trial period for specific products can be found here.
Are there any charges for returning a product?
Shipping costs for returns are non-refundable, and some products have a $99 dollar return fee. Products with a return fee can be found here.
How long does it take to receive a refund?
A refund will be initiated once the returned item is verified. It should be received after 1 to 3 business days. Keep in mind that some banks may take longer to process the refund.
Can I exchange an Avocado product for a different one?
Yes, Avocado offers exchanges on their products. However, the exchanged item will not be valid for a sleep trial and will not be covered by the returns policy.
Is the return policy different if I bought the product from a third-party retailer?
Yes. Avocado’s return policy does not cover purchases from a third-party retailer. The return policy only applies to purchases directly from Avocado.
How does the Avocado warranty differ from returns?
The returns policy is for customers who are not satisfied with the product and do not wish to continue ownership. The warranty policy is to cover customers who have a defect in their product caused in the manufacturing stage.