How do our returns and trials work?

Welcome to Emma Sleep! We're committed to ensuring that you find the perfect sleep solution tailored to your needs. Understanding the importance of the right mattress and sleep accessories in your life, we offer a transparent and customer-centric return policy designed for your peace of mind. Enjoy a risk-free trial period for our products, with the flexibility to return or exchange if they don't meet your expectations. Our goal is to make your journey to finding the perfect sleep as effortless and satisfying as possible, backed by our commitment to quality and customer satisfaction. 

Discover the perfect mattress at your own pace, ensuring it aligns with your preferences. With our risk-free trials, you have a generous 365 nights* to unwind and relish the comfort of our mattresses. Additionally, we assure you that the performance excellence of Emma mattresses will endure for numerous years. 

*Note: The 365 nights trial is only applicable to mattresses with orders placed after June 3, 2022. Orders made before this date are subject to the 100-night trial. Pillows and protectors have an exclusive 60-nights trial. Trial starts the day the product is delivered. All products must have been purchased through our official site emma-sleep.com or from authorized marketplaces or retailers. 

You have the flexibility to cancel an order at any time before it ships out. To cancel an order before it enters the processing state, ensure cancellation is completed prior to the status showing "In Transit" on the order tracking webpage. You can track your order here.

Returns for our products are accepted, and you may request a full refund in accordance with the specific Terms and Conditions applicable to each product. 

If you are returning a Product located outside the contiguous United States, including from Alaska, Hawaii, and any international destinations, you will be responsible for any shipping fees associated with returning the Product to us.

Refunds will be issued in the original payment method. If you used an offer code for your purchase, please note that the dollar value of the offer code will not be refunded or credited back in the event of a return of any or all products. 

Promotional Items Included with Mattress Purchase: In case of a mattress return, you can choose to keep, return, donate, or dispose of the promotional items or gifts included with your mattress purchase. The value of these promotional items will not be subtracted from the total value of the mattress return, regardless of the option you select.  

Please note that our system enables us to facilitate changes without a refund process, except in cases where an exchange is specifically requested due to a manufacturing defect or warranty claim.  

Certain purchases are elegible for product or size changes through our designated return portal. In the event that the cost of the replacement item is less than your original purchase, a refund will be issued through your payment method. Conversely, if the replacement item carries a higher price, you will be provided with a payment link to process payment before the exchange. To confirm the eligibility of your order for an exchange, kindly visit our Return Portal.

To initiate a return, please contact Customer Service at 1 855-580-3662 or at support@emma-sleep.com. You will need to provide information regarding your Product, proof of purchase, and potentially need to include photographs or other information regarding the Product in order to effectuate the return. 

Upon the return of the products, and if they meet the specified Terms and Conditions, you will receive a refund for the entire amount paid for the products, less the value of any offer code or other discounts, included promotional products.  

Our Customer Service team will generally arrange for pickup of all returned Products. In some cases, customers outside our service area may need to donate or dispose of the Product themselves.  We strive to pick up all Products within thirty (30) days after a customer contacts our Customer Service team to initiate a return. 

Please refer to the product category-specific terms and conditions below for a detailed breakdown of our return and exchange policy. More information about products conditions when initiating a return can be found under our Terms and Conditions 

Mattresses
Emma Mattress
  • All new mattresses have a break-in period, which means that for opened mattresses we require you to keep your mattress for at least thirty (30) days from the date of delivery before initiating a return.  After 30 days, if you’re still not satisfied, you can initiate a return. Please be aware that returns of opened mattresses must be initiated prior to the expiration of the 365-night trial period. Additionally, note that our trial period commences with the initial purchase. Mattresses break-in period only applies to mattress orders placed after March 01, 2024.
  • To initiate a return of any of our products, please contact our Customer Service team at 1 855-580-3662 or by email at support@emma-sleep.com. You will need to provide information regarding your product, proof of purchase, and potentially need to include photographs or other information regarding the product in order to effectuate the return. For faulty products please refer to our Warranty Policy under our Terms and Conditions. To qualify for a return, the product must be in a condition suitable for donation, meaning it should not exhibit significant stains, tears, or other soiling, including odors. Please be aware that mattresses not opened within 90 days of delivery are deemed as misused and are therefore ineligible for warranty claims and returns. 
  • Note: Mattresses orders placed after June 3, 2022, are subject to a 365-Night risk-free trial which begins on the date of delivery.  
Pillows
Emma Pillow
  • Emma Pillows have a 60-nights risk-free trial for your convenience. If you’re not satisfied with your purchase, you can initiate a return. 
  • To initiate a return of any of our products, please contact our Customer Service team at 1 855-580-3662 or by email at support@emma-sleep.com. You will need to provide information regarding your product, proof of purchase, and potentially need to include photographs or other information regarding the product in order to effectuate the return. To qualify for a return, the product must be in a condition suitable for donation, meaning it should not exhibit significant stains, tears, or other soiling, including odors.
  • Please note that pillows are subject to a 60-nights trial which begins on the date of delivery of the initial purchase. 
MATTRESS PROTECTORS  
Emma Mattress Protectors
  • The Emma Mattress Protector and Bamboo Mattress Protector have a 60-nights risk-free trial for your convenience. If you’re not satisfied with your purchase, you can initiate a return. 
  • To initiate a return of any of our products, please contact our Customer Service team at 1 855-580-3662 or by email at support@emma-sleep.com. You will need to provide information regarding your product, proof of purchase, and potentially need to include photographs or other information regarding the product in order to effectuate the return. To qualify for a return, the product must be in a condition suitable for donation, meaning it should not exhibit significant stains, tears, or other soiling, including odors.
  • Please note that mattress protectors are subject to a 60-nights trial which begins on the date of delivery of the initial purchase. 
UPHOLSTERED BEDS
Emma Upholestered Beds
  • The Emma Upholstered Platform has a 60-nights risk-free trial for your convenience. If you’re not satisfied with your purchase, you can initiate a return. 
  • To initiate a return of any of our products, please contact our Customer Service team at 1 855-580-3662 or by email at support@emma-sleep.com. You will need to provide information regarding your product, proof of purchase, and potentially need to include photographs or other information regarding the product in order to effectuate the return. To qualify for a return, the product must be in a condition suitable for donation, meaning it should not exhibit significant stains, tears, or other soiling, including odors.
  • For returns of Rustic Wooden Bed, Powerbase Adjustable Bed, Powerbase Adjustable Bed and Powerbase Pro Adjustable Bed which don’t have a trial, please contact our customer Service team.  
  • Note: Only our Emma Upholstered Platform is eligible for a 60-nights trial which begins on the date of delivery of the initial purchase. The Rustic Wooden Bed, Powerbase Adjustable Bed and Powerbase Pro Adjustable Bed are not eligible for a risk-free trial.