DreamCloud Return Policy

EXPERIENCE THE MOST LUXURIOUS SLEEP OF YOUR LIFE FOR 365 NIGHTS, GUARANTEED.

Effective Date: 02/14/2019

BOOK A YEAR'S NIGHT STAY ON DREAMCLOUD

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Risk Free 365 Night Trial

Your new DreamCloud mattress provides a luxurious sleep experience all night, every night. We want you to try it out for yourself and see, risk-free. Our industry-leading 365 night trial begins 30 days after delivery of your mattress so that your body has enough time to adjust to your upgraded sleep environment. If you haven’t had the best year of sleep in your life, you can send it back for a full refund, guaranteed. For more information regarding our trial policy, see our Terms & Conditions.

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Feel Confident in Your Sleep

Sleep experts agree it can take weeks or even months for your body to adjust to a new mattress. We believe that you should sleep on a mattress all four seasons before you decide that it's the perfect fit. DreamCloud gives you the time you need to feel confident in your sleep.

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TrueTufted™ Cashmere Top for True Comfort

DreamCloud has been lovingly-made with a hand-tufted Cashmere cover and layers of premium foam and coils so you can enjoy the most luxurious sleep of your life. Our Cashmere-polyester blend cover provides the most breathable, soft sleep you’ve ever had.

A Luxurious Returns Experience

With DreamCloud, returns rare but they do happen. DreamCloud offers a 365 night trial period starting 30 days after delivery so you can feel confident in your sleep. We know that even the most plush and luxurious mattress won’t be perfect for everyone since sleep is personal. When you purchase a DreamCloud, you can rest assured that if it’s not the best sleep of your life, you can receive a full refund at any point during your year-long trial period, guaranteed. See our Terms and Conditions for more information.

Points to Consider Before Returning

If you’re not experiencing the best sleep of your life on your new DreamCloud mattress, it may be due to some other aspects of your sleep experience. High thread count sheets may be restricting airflow around your body while you sleep and an old, unsupportive pillow may be causing you to toss and turn or wake up stiff. Try our DreamCloud Sheets and DreamCloud Memory Foam Pillow with your new mattress. Each of these has been specially-designed to complement the DreamCloud mattress to give you the ultimate luxury sleep experience.

Luxury of the DreamCloud caliber deserves proper support. An older, sagging, worn-down box spring or other type of foundation may be doing your DreamCloud a disservice and preventing you from experiencing the best sleep of your life. We offer a variety of foundations that are designed to provide proper support for your new mattress, including the DreamCloud Platform Bed, Frame with a Headboard, and for those that want to tailor their sleep experience to their favorite sleeping position–our Adjustable Frame.

Studies have shown that it takes about 30 days for your body to adjust to a new mattress, even longer for those who are currently sleeping on an unsupportive, worn-down mattress. With DreamCloud, we encourage you to take the first 30 days to fully adjust to your new mattress before making any permanent decisions about it. We’re confident that you’ll love it once your body fully adapts to the plush support and luxury of your new DreamCloud that we offer an industry-leading 365-day trial period starting 30 days after delivery. For more details, see our Terms & Conditions.

Return/Exchange Policies

Returns:

We offer an industry-leading full-year trial period to allow you to get the true luxury sleep experience in all four seasons before deciding that your new DreamCloud is right for you. Given how few of our customers return their DreamClouds, we are confident that you’ll never look back once you’ve enjoyed the plush, soft comfort of a DreamCloud mattress. This is why we offer you 365 calendar days (starting 30 days after delivery) to return your DreamCloud mattress. We recommend sleeping on it for at least 30 consecutive nights after you receive it to allow your body to properly adjust. For recommendations on how to upgrade to a true luxury sleep experience, please contact our DreamCloud Concierge by phone at 1-855-976-4860 or by E-mail at returns@dreamcloudsleep.com

To initiate a return, please call DreamCloud Concierge at 1-855-976-4860 or contact us by e-mail at returns@dreamcloudsleep.com. Once return eligibility is confirmed, a specialist will help facilitate that process from start to finish. To be preliminarily eligible for a return:

You must still be within your 365-night trial period; and,
Your mattress must be clean and undamaged.

All return requests must be approved before processing. At DreamCloud, we don’t believe in selling used or refurbished mattresses, so if your DreamCloud mattress is open and you are eligible for a return, we will work with you to get the item donated or otherwise disposed-of through local organizations within your community.

Upon approval, you will be refunded the full unit price of the mattress, less the value of any discount or promotional items received with the purchase, to your original method of purchase. Please note that for promotional items received as part of an offer on the mattress purchase (e.g. pillows, sheets, etc.) you will have one of two options. You can either:

Return the item(s) for a full refund that is equal to the amount deducted from the mattress return refund; or,
Keep the item(s) and continue to enjoy them!

If you elect to return the item(s), simply send them back to us within the 365-night trial period. Refunds will only be processed for those items that are included in the return request and approved accordingly.

Once a return request has been initiated with our DreamCloud Concierge team, it must be completed within 30 calendar days. Any return request that is not completed by the 30-day deadline will be closed out and a new return request must be initiated. The entire return process must be completed no later than 30 days after your 365-night trial has ended. Any return request that is not completed by the final day of your 365-day trial period will become void and you will no longer be eligible for return of your mattress.

For unopened mattresses, you may return your mattress for any size or order errors without having to wait the required 30 days after delivery. We recommend confirming the size of your mattress prior to opening it; the size is listed on the on the outside of the packaging. In the event that you would like to return your unopened mattress, you have 365 calendar days after the date of delivery delivery to exchange your mattress. You are allowed one exchange, not including any exchanges that are initiated due to manufacturer defect.

For opened mattresses, you must wait for the required 30-day post-delivery deadline to exchange for size or order error. You have 365 calendar days starting after the 30-day post-delivery deadline to exchange your mattress. You are allowed one exchange, not including any exchanges that are initiated due to manufacturer defect.

All opened items that are eligible for return (e.g. within the 365-night trial period) must be kept until 30 days after delivery.

Any mattress opened 90 days after delivery is considered misuse of the product and is therefore ineligible for warranty claims and returns.

White Glove Service fee is non-refundable once an item has left our warehouse in a shipment to our White Glove Service provider. If you have purchased our White Glove Service and have quickly changed your mind after finalizing your purchase, prior to our shipment of your mattress to our White Glove Service provider, you may contact your Customer Care representative to discuss your options for refunding your White Glove Service fee.

Shipping fees associated with purchases shipped to Hawaii or Alaska are not currently eligible for refund.

Some states require collection of a mandatory mattress recycling fee; this may or may not apply to you depending on your state of residence. If you are a customer in Rhode Island or Connecticut, there is a one-time recycling fee that will be included in your final purchase price. If you are a customer in California, there is a fee associated with the purchase of each large furniture item (e.g. mattresses, frames, foundations, furniture, etc.); these fees will be included in your final purchase price. Recycling fees are also non-refundable.

Exchanges:
For unopened mattresses, you may exchange for size or order error without having to wait the required 30 days after delivery. You have 365 calendar days after the date of delivery delivery to exchange your mattress. You are allowed one exchange, not including any exchanges that are initiated due to manufacturer defect.

For opened mattresses, you must wait for the required 30-day post-delivery deadline to exchange for size or order error. You have 365 calendar days starting after the 30-day post-delivery deadline to exchange your mattress. You are allowed one exchange, not including any exchanges that are initiated due to manufacturer defect.

All opened items that are eligible for return (e.g. within the 365-night trial period) must be kept until 30 days after delivery.

To initiate an exchange, please call DreamCloud Concierge at 1-855-976-4860 or contact us by e-mail at returns@dreamcloudsleep.com. Once exchange eligibility is confirmed, a specialist will help facilitate that process from start to finish. To be preliminarily eligible for an exchange:

You must still be within your 365-night trial period; and,
Your mattress must be clean and undamaged.

An exchange is a two-step process:

Return and refund of your initial mattress; and,
Purchase of a different size or model.

To complete the exchange process, you will need to follow our mattress return policy above for your initial mattress and then place your new order for a different size or model of your choice.

White Glove Service fee is non-refundable once an item has left our warehouse in a shipment to our White Glove Service provider. If you have purchased our White Glove Service and have quickly changed your mind after finalizing your purchase, prior to our shipment of your mattress to our White Glove Service provider, you may contact a DreamCloud Concierge representative to discuss your options for refunding your White Glove Service fee.”

You have 50 nights from date of delivery to return your DreamCloud Memory Foam Pillow(s). To be eligible for a return, your DreamCloud Pillow must be clean and undamaged.

The DreamCloud Sheets may be returned within 50 days of the date of delivery if the sheets are in their original packaging and unopened. Due to the nature of DreamCloud Sheets, all opened items are not eligible for returns or refund.

The DreamCloud Mattress Protector may be returned within 50 days of the date of delivery if the mattress protector is in original packaging and unopened. Due to the nature of the DreamCloud Mattress Protector, all opened items are not eligible for returns or refund.

The DreamCloud Adjustable Base is eligible for return within 50 days of the date of delivery.

Additionally, your adjustable base has a 3-year manufacturer’s warranty.

The DreamCloud Platform Bed is eligible for return within 50 days of the date of delivery.

Additionally, your platform bed has a 3-year manufacturer’s warranty.

The DreamCloud Bed Frame with Headboard is eligible for return within 50 days of the date of delivery. Additionally, your bed frame with headboard has a 3-year manufacturer’s warranty.

The DreamCloud Metal Frame is eligible for return within 50 days of the date of delivery.

Begin Your Return

A Specialist is ready to help you through every step of the way.

CALL US: 1-855-976-4860

E-MAIL US: returns@dreamcloudsleep.com

Available 7 Days a Week, 6am PST – 9pm PST

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