Returns & Exchanges

Our 21-Day Comfort Exchange Program gives you time to experience your new mattress and request a different eligible model if it is not the right comfort fit.

The 21-day period begins on the day you receive your mattress. This is an exchange or in-store credit program; it does not provide cash, debit, or credit-card refunds for comfort preference, a change of mind, or choosing a different mattress.

21 daysFrom the day you receive your mattress
One comfort exchangeAvailable per original receipt
Receipt requiredThe original purchaser starts the request

How the Comfort Exchange Works

One comfort exchange is available per receipt. Follow these steps to request an exchange.
1

Contact Us Within 21 Days

The original purchaser must contact us within 21 days of receiving the mattress and provide proof of purchase. Contacting us within the window starts and preserves your request for review; it does not automatically approve an exchange.
2

We Verify Eligibility

We review the order, product identity and mattress condition. We may reasonably request relevant photos or information, or arrange an inspection when necessary.
3

Choose a Replacement

Once approved, choose an eligible replacement and resolve applicable fees and any price difference. Because replacement mattresses are made to order, normal production and delivery time applies. We will provide the expected timing when your exchange is approved.

Fees and Replacement Value

You Transport the Mattress

A $100 restocking fee applies when you transport the original mattress yourself.

Northern Lights Pickup and Delivery

A $100 restocking fee applies, plus an additional $100 pickup and delivery charge when Northern Lights picks up the original mattress and delivers the replacement.

Replacement price: If the replacement costs more, you pay the difference. If it costs less, the difference becomes Northern Lights store credit tied to the original order and original purchaser. The credit is non-transferable and does not expire. All applicable fees and price differences are confirmed before the exchange proceeds.

Mattress Condition Requirements

To be considered for a comfort exchange, the mattress must:

  • Be clean, dry, sanitary, and free of stains and odours
  • Be free of liquid damage, burns, tears, pest contamination, or other customer-caused damage
  • Have the original mattress/product label attached and unaltered
  • Match the model and size shown on the original qualifying order
A mattress protector is strongly recommended, but it is not mandatory and does not guarantee approval.

During the Review

Please keep the mattress reasonably available for inspection or pickup while we review your request. Unless Northern Lights instructs otherwise, do not dispose of, donate, destroy, or materially alter it during review.

We may reasonably request order information, original-purchaser verification, model and size details, label or condition photos, other relevant information, or an inspection. We only request what is reasonably needed for the request. If the mattress's actual condition materially differs from what was represented, eligibility under this voluntary program may be reassessed.

What Is Not Eligible

  • Requests made after the 21-day period
  • Mattresses that are stained, soiled, liquid-damaged, odorous, burned, torn, pest-contaminated, unsafe, unsanitary, or otherwise customer-damaged
  • Mattresses with removed, altered, or missing labels
  • A mattress that does not correspond to the original qualifying order
Made to order does not mean custom: Our regular catalogue mattresses are manufactured after purchase as part of our normal process and are not excluded for that reason.

Other Types of Help

Wrong mattress, size, or package: This is an order-resolution issue. We do not charge comfort-exchange fees merely to correct a Northern Lights fulfillment error.

Delivery damage: Contact us promptly and document visible damage where practical. We may request reasonable photos or details and will coordinate the appropriate resolution.

Warranty: Warranty support is handled directly through Northern Lights Mattress Company. Warranty claims are not limited by the 21-day comfort window.

Request a Comfort Exchange

Please contact Northern Lights and include:

  • Your order details
  • The original purchaser's name
  • The mattress model and size
  • The replacement mattress you would like
Comfort exchanges, delivery issues, fulfillment errors, and warranty claims are separate. This voluntary comfort policy does not limit applicable warranty rights, lawful chargeback rights, statutory consumer remedies, or other rights available under applicable law. The same underlying issue will not normally receive duplicate voluntary Northern Lights compensation.
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