Hassle-Free Returns and ExchangesEdit SUBPAGE-TEXT-NAV
Our vision 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, we understand that a hassle-free return experience is a must.
Dormeo OCTAsmart® Plus Topper have a 60-night comfort guarantee starting from the delivery date. Sleep on your new OCTAsmart® Plus Topper for a minimum of 30 nights in your own home and if you're not completely satisfied you can return it to us for a full refund of your purchase price less shipping costs. If you have selected to upgrade to a mattress this policy also applies.
Why do we require that you use your OCTAsmart® Plus Topper for a minimum of 30 nights?
It generally takes that amount of time for your body to adjust to sleeping on a proper support surface. We want you to be fully satisfied with your product and ask that you give it a minimum 30-night trail before being eligible to return it within our 60-night comfort guarantee.
What is the 1st step to initiate a return or exchange?
A RMA (Return Merchandise Authorization) number is required for all returns and exchanges. You can obtain an RMA number by contacting us;
Once you are confirmed eligible, we will then send you a prepaid shipping label by email. Return costs are the responsibility of the customer. At this time we are not able to accept "bill recipient" packages. Return shipping costs for a Topper or Pillow of $20 will be deducted from your refund. The RMA number must be on the packing slip and on the outside of the box and the product must be clean and undamaged, hence our recommendation to use a protector. We will process refunds as soon as we receive the returned product. Refunds may take 7 to 14 business days from the date of delivery and are subject to processing times of the recipient's bank or payment provider.
If you upgraded to a Mattress, the return procedure differs by your location but don't worry we will work with you to ensure that you are happy. Start by calling customer care and we will take care of you.
To make an exchange please call to obtain an RMA # and our Customer Care representative will suggest the best alternative model or size and explain the exchange process. Once we have received your returned item to be exchanged your replacement will be immediately sent to you.