Awara Mattress Return Policy: What You Need to Know

If you’ve been looking to buy a new mattress, you might have come across Awara. 

Aware is a company that sells mattresses, bed frames, and bedding, specializing in luxurious mattresses designed to last you a lifetime! 

They’re also interested in being kind to you and the planet, which is why all the materials for their products are naturally sourced. 

The mattresses use premium natural materials, such as Rainforest Alliance-certified Dunlop latex that help the shape to support your body. They are topped with soft New Zealand wool, making them breathable and comfortable.

If you’re considering purchasing an Awara mattress or have recently bought one, you may be wondering what their return policy covers.

Thankfully, Awara is customer-focused when it comes to its return policies. 

They offer a Sleep Trial Period so you can test out the mattress for 365 days before deciding if it’s right for you. This is in addition to a Forever Warranty, meaning if you encounter any problems down the line, you can still reach out and get a replacement.

In this article, we’ll dive into:

• What you need to know about Awara’s return and warranty policies
• How to initiate returns, refunds, and exchanges.

Let’s get into it!

Basics of the Awara Return Policy

There are a couple of key components to Awara’s return policy. Most notably, they offer free returns during their sleep trial period. 

Sleep Trial Period

Awara offers a Sleep Trial Period to let you decide whether the mattress is the right fit for you. The offer includes free shipping and returns. It’s the perfect risk-free opportunity to ensure the mattress works for you!

The policy is based on research that suggests it takes 30 days for our bodies to become accustomed to a new mattress. 

Awara encourages you to try out the mattress for at least this amount of time before committing forever. The year-long policy also means you can test the mattress throughout each season.

If you decide you don’t want to keep the mattress during the Sleep Trial Period, Awara will collect it and either donate the mattress or dispose of it responsibly. You’ll also receive a full refund.

Eligibility for Returns

There are a few things you’ll need to consider before returning your Awara mattress:

Firstly, returns are only applicable to the original owner of the mattress. If you’ve purchased it second-hand, you won’t be able to return it. You’ll need to provide proof of purchase, so keep those receipts!

Secondly, the mattress needs to be in good condition. This means it can’t have any stains or deliberate damage aside from degradation caused by normal wear and tear. 

You also need to ensure the mattress has been on a proper bed frame or flat surface, as this is essential to their policy.

Thirdly, you’ll need to consider what’s covered under the Sleep Trial Period. As long as you return the mattress within 365 days, you’ll receive a full refund and no extra costs.

So, as long as the mattress is still in good condition – you’re all good to go!

Process of Initiating a Return

Contacting Customer Service

To begin the return process, you’ll first need to contact a customer support representative (also known as a ‘Sleep Concierge’). 

There are a few different ways you can do this, but they generally recommend calling their support number if you have any troubles!

Contact options:

• Email: support@awarasleep.com
• Phone: 855-580-1382
• Or you can chat with a support person on their website, https://www.awarasleep.com/.

Once you’ve contacted a customer service representative, they’ll guide you through the process for returns including arranging product pickup, exploring exchange options, and the refund process.

Arranging Product Pickup

The Sleep Concierge will guide you through the pickup process. They’ll assign a return authorization number, followed by details for pickup/shipment. 

The mattress pickup will either be done by the Awara team or through a suitable shipping carrier. 

If you’re initiating a return during the Sleep Trial Period, there won’t be any costs associated with the return shipping. 

However, if you’re making a return outside of this, you might have to pay some additional shipping costs. 

The Sleep Concierge will be transparent about these costs throughout the process, so you don’t have to worry about any surprises later on!

Refunds and Exchange

Refund Process and Timeline

Once your mattress has been collected, it will then need to be assessed by Awara. If it isn’t damaged, you’ll then receive your refund. 

The refund will be completed through the original method of payment. It may also take around 7 to 10 business days for it to process, so sit tight!

Options for Exchanges

If you’re looking to exchange your mattress for another instead of getting a refund, there are a few things you’ll need to take note of. 

Exchanges are applicable when there is a fault with the manufacturing of the mattress, such as defects or flaws in the mattress. You’ll be able to exchange it for another at no extra cost.

Requesting an exchange outside of a warranty/fault claim works as a return and refund. 

You’ll need to follow the process for a return, and then once the money has been refunded, you’ll be able to order a new mattress. You can only request one exchange under this policy.

Awara Warranty and its Implications

When you purchase an Awara mattress, you’ll receive the full benefits of their Forever Warranty scheme. 

This warranty ensures your mattress lasts a lifetime, and comes under their sustainability policy. The warranty is slightly different from requesting a return through the Sleep Trial period.

Warranty Coverage

Awara’s Forever Warranty covers any wear and tear that occurs with the normal usage of their mattresses. 

As of writing, it covers both their Latex Hybrid Mattresses and their Premier Latex Hybrid Mattresses. 

The warranty covers defects such as: 

• An indentation of the mattress of more than 1.5 inches from normal use. ‘Normal use’ refers to having the mattress correctly used on a stable base/foundation
• Visible flaws that show damage in the foam despite normal use
• Any manufacturing defects caused by the assembly of the mattress cover.

There are also a few things not covered by the warranty. These include:

• Removing the mattress cover; doing so will completely void the warranty
• Damage that has been caused by the environment the mattress is placed in
• Any mattress that has been misused or neglected. This includes not following instructions, or placing the bed on an unsuitable frame
• The user’s comfort preference
• A natural increase in the softness of the foam from use
• Any defects that have been caused by damage to the mattress. This includes burns, stains, tears, liquid damage, and cuts
• Mattresses that have been purchased second-hand; if you did not initially buy the mattress then you will not be able to make a warranty claim
• Mattresses that have been relocated outside of the United States.

In short: any normal wear and tear is covered by the warranty, but deliberate damage is not!

The Forever Warranty covers the mattress for the rest of your life. However, there are some changes in the processes for the mattress warranty based on the length of ownership.

If the mattress is under 10 years old, Awara will replace it at no extra cost. 

In the case of the mattress being more than 10 years old, they will either replace or repair it at their discretion. You will also need to pay transport costs of $50, but these will be waived once a fault has been found with the mattress.

Return vs. Warranty Claims

There are a couple of differences in the processes for returns and warranty claims. Here are two scenarios covered by the applicable policies: 

Scenario 1: You’ve purchased an Awara mattress and have been using it for around two months. After two months, you decide it’s not right for you and that you want to return it.

As 365 days haven’t yet passed from the date of purchase, you’ll be able to contact customer service and request a return and refund under their Sleep Trial Period guarantee. 

They’ll help you sort out the return method, and you’ll be able to send it back to them and receive your refund.

Scenario 2: You’ve had an Awara mattress for two years, and you notice a split in the foam. The mattress has only ever been used by yourself following instructions and has been placed on a sturdy support.

This scenario falls under the Forever Warranty. You’ll be able to contact customer service and let them know what happened. They might request photos of the damage. 

You still might need to send the mattress back, which they’ll organize for you. The mattress will then be assessed, and you’ll receive a replacement mattress at no extra charge.

Tips for a Smooth Return Experience

Use the products correctly

The most important way you can ensure a smooth return is to make sure you’ve been using the mattress as intended! 

Make sure you read the instructions carefully and keep the mattress in optimal condition.

Retain the original packaging

Keep the original packaging that came with the mattress. This will make it easier for you to return the mattress if you have any issues down the line.

Document any product issues

If you discover a fault in your mattress, make sure you document any relevant information. You can do this by taking photos and writing notes about the degradations when you see them. 

This ensures the product can be covered under the warranty, and saves you stress further down the line!

Get in contact with a Sleep Concierge ASAP

As soon as you decide you want to return your Awara mattress, get in contact with a customer support representative as soon as you can! 

This ensures there are no hiccups in the return process, and that you keep within their Sleep Trial Period offer (if applicable).

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