Origin Return Policy
Contact Support at support@originmattress.com
Risk Free 365 Night Trial
Our Origin Hybrid mattress provides a luxurious sleep experience all night, every night. We want you to try it out for yourself and see, risk-free. Our 365 night trial begins the day you receive your new mattress. 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 below.
Promotional Items Included With Mattress Purchase
If you choose to return your mattress, any promotional items (e.g., complimentary pillows) that were included with your purchase must also be returned in order to receive a full refund.
If the promotional items are opened or used, they cannot be returned, and the value of those items will be deducted from your refund. Alternatively, you may choose to donate or dispose of them at your own convenience.
Returns & Exchanges
Unless the request is due to a manufacturing defect or warranty issue, exchanges will be treated as return and refund requests. Once the return is processed, you may place a new order for the desired product. Only one exchange per order is allowed. Shipping and White Glove Service fees are non-refundable.
Refund Policy
Refunds will be issued once the returned mattress (and any required promotional items) are received and meet our return conditions. The refund amount will be adjusted to account for:
• Any discount codes or promotional offers used
• The value of promotional items not returned
• Shipping and White Glove Service fees
To initiate a return, please contact our Customer Service team at support@originmattress.com.The refunds will be processed after the item has been successfully collected.
If you are not completely satisfied with your Origin Mattress, you are entitled to return it within 365 days after mattress is received (trial starts once mattress is received). Simply send an email to support@originmattress.com and our Customer Support Team will be in touch with you to process your return and refund.
- To be eligible for a return, you must be a full-paying customer and have been sleeping on your mattress for at least 25 days. It takes 3-4 weeks for your body to adjust to a new mattress, as such, we require you to try the mattress for at least 25 days before making a return request.
- If the mattress was not purchased from Origin Mattress, it is not eligible for a return or a refund.
- To make a return request, send an email with your order number and reason for returning to support@originmattress.com.
- To process your return request, please provide us with :
(a) Your invoice (as proof of purchase)
Then our charity partner will schedule to pick up the mattress - Please do take note that Origin will not be held responsible in the event where you are not contactable or fail to respond to our Customer Support Team. In such cases, if the time period exceeds your 365-day trial period, you are no longer eligible for a return.
- The 365-day trial is limited to one customer per household and cannot be used to request for an exchange in mattress size. You are not eligible for a return if you have ordered the wrong size and wish to change your mattress size and/or mattress type.
- If the mattress has been damaged or stained, you will not be granted a return or refund. Although returned mattresses will not be resold, we require you to return your purchased mattress in good condition.
- The mattress must be wrapped up securely using its original plastic (or any other plastic that can serve the same purpose) in order to avoid the product from getting dirty or damaged during transportation. Failure to comply with the above stated condition will result in a surcharge of $100 as a compensation (for cleaning and repairs purposes) which will be promptly deducted from the refund amount.
- Pick up address must be the same as delivery address and return is only valid in territories where Origin sells and ships.
- If you have pre-ordered a product due to an out-of-stock at the moment of the purchase, your 365 days trial will commence from the date of shipping.
- If you buy multiple quantity of a single product, they are eligible to return only ONE of that product for refund within the trial period.
Refunds: Origin will process all refunds after receiving the returned mattresses at the Origin warehouse or associated charities. Refunds will be credited into the credit/debit card account that was utilised for the purchase.
The Origin Upholstered Bed Fame is eligible for return within 120 days of delivery. If you buy multiple quantity of a single product, you are eligible to return only ONE of that product for refund within the trial period.
You may return the Origin Upholstered Bed Frame you bought for a full refund by writing to us at support@originmattress.com and indicating your order number and reason for return.
The 120-Night Trial starts from the date you receive your product via delivery. This is applicable to both in-stock products and preorders.
- To be eligible for a return, you must have slept on the bed frame for at least 25 nights. It takes 3-4 weeks for your body to adjust to a new bed frame, as such, we require you to try the bed frame for at least 25 nights before making a return request.
- To complete your return request, we require an invoice or proof of purchase and for you to be available for the scheduled pickup time.
- Your pick up address must be the same as delivery address.
If you are not reachable or do not respond to our attempts to contact you with regards to your return request after the 120-Night Trial period, you are no longer eligible for a return. - The 120-Night Trial is limited to one product per household and cannot be used to exchange for another size or product. You are not eligible for a return if you have ordered the wrong size or want to change the size.
If the product has been damaged or stained, you will not be granted a return or refund. The returned product must be in good condition. - The bed frame and its components must be disassembled, wrapped up securely using its original plastic (or any other plastic that can serve the same purpose), and placed back in its original box in order to avoid the product from getting dirty or damaged during transportation. Failing this, Origin will charge $50 for disassembly services and/or $100 as a compensation fee (for cleaning and repair purposes) which will be deducted from the refund amount.
- We will refund your money after we have received the product back at one of our warehouses or associated charities. The refund will be sent back to the card or the account that you have used to purchase it.
Refunds: Origin will process all refunds after receiving the returned mattresses at the Origin warehouse or associated charities. Refunds will be credited into the credit/debit card account that was utilised for the purchase.
