Leesa Mattress Return Policy Break Down

By Rachael Harris

Leesa is a bed-in-a-box mattress company that competes with other online mattress giants like Purple, Helix, and Casper. Leesa mattresses are highly rated for comfort and durability, so we doubt you’ll want to return yours, but just in case, this breakdown will help familiarize you with the Leesa exchange and return policy

The following info applies to mattresses bought directly through Leesa, West Elm, or Pottery Barn, including the original Leesa memory foam mattress, the Leesa Hybrid mattress, the Leesa Legend mattress, and the Studio by Leesa mattress. Other Leesa retail partners like Amazon and Macy’s handle their own returns.

100-Night Sleep Trial Period

When you buy your Leesa mattress, you have a 100-night trial period to test the feel of the bed. Yep, that’s three whole months! During this time, you can return the mattress for a full refund of the purchase price. Leesa only asks that you try out the mattress for at least 30 days to give your body the chance to adjust. We refer to this as the break-in period.

New mattress owners look for qualities like pressure relief, body contouring, and edge support. They also like to make sure the mattress works well on their bed frame, adjustable base, platform bed, etc. If you decide the mattress is a good fit, you’ll roll into the 10-year warranty after the trial period ends.

Read More: Leesa Mattress Warranty

If you can’t resolve any comfort or functionality issues, you can return the mattress before the 100th day as long as it is clean and undamaged. Returned mattresses are donated to charity. Leesa likes to keep this process hassle-free, which we greatly appreciate, so they arrange for the used mattress to be picked up and taken to one of their donation partners. You’ll see the refund in your bank account within 10 business days.

Note: All of Leesa’s retail partners offer a sleep trial ranging between 100-120 nights. Make sure to ask your sales rep about their trial period or buy direct from Leesa for a guaranteed 100-night trial

Return Process

Leesa mattress in a bedroom

Here’s a simplified guide to initiating a return directly through Leesa:

  1. Sleep on your Leesa mattress for at least 30 days, but not more than 100 days.
  2. Email support@leesa.com, call 844-335-3372, or speak with a customer care rep on the Leesa website. Have your order number ready, and let them know that you’d like to return your mattress. Pro tip: the website chat feature or phone are the fastest ways to connect with a rep. 
  3. Your customer care rep will ask you a few questions about your mattress feel and foundation to see if they can help you resolve your issue. If not, they’ll begin processing your return.
  4. The rep will ask you to either donate the mattress to a local charity like Salvation Army or arrange for mattress pickup. It typically takes 7-10 business days for Leesa to find an organization that serves children and up to a few weeks for the organization to pick up the mattress.
  5. Once you’ve either donated the mattress or it’s been picked up, submit your donation receipt to Leesa
  6. You’ll see a full refund back to your original form of payment within 10 business days.

West Elm

For returns through West Elm, call at (844)WE-Leesa or email WestElm@Leesa.com. Leesa will facilitate the mattress pickup and then give West Elm the green light to process your full refund.

Pottery Barn

Returns through Pottery Barn have the same process as West Elm. To initiate a return, call (888)PB-LEESA or email PotteryBarn@leesa.com.

Amazon

You can return a Leesa mattress purchased through Amazon within 100 days of delivery. Follow these steps:

  1. Go to Amazon.com and log into your account. 
  2. Submit a return and refund request for your mattress order. 
  3. To ensure that the return process goes smoothly, Amazon recommends speaking with their customer care team online and then calling their Large Item Pickups team at  866-423-5353.

Exchange Process

You can exchange your mattress as easily as you can return it. In fact, Leesa processes exchanges just like returns. You can order your new mattress at any time during the return process. If you want to make sure you have a mattress at all times, coordinate your new mattress delivery with the old mattress pickup.

Common exchange requests include wanting a new model (i.e. going from the memory foam mattress to the innerspring hybrid mattress) or a new size (swapping a King for a California King or Twin for a Twin XL). 

The Fine Print

Leesa specifies that damaged mattresses are not eligible for returns, but what exactly does that mean? 

Typically, that means using the mattress on a bed frame or box spring that can support the full weight of the mattress and any sleepers on top of it (this prevents sagging that can damage the support foam and top layers). It also means no tears, burns, or stains on the mattress cover and no cracks in the memory foam layers

We recommend using a waterproof mattress protector on your mattress, especially during the trial period.

We also asked whether or not there is a limit on the number of returns you can request through Leesa. According to the customer care rep we spoke to, right now there is not a limit, but that will likely change to one return per household in the near future.

FAQs

What if I order the wrong mattress size by mistake?

You can change your mattress order as long as it has not yet shipped. Reach out to a Leesa customer care rep, and they will help you get your order updated. If your mattress has shipped, you’ll need to wait 30 days before requesting a return, but you can order the correct size immediately.

Where is my old mattress donated after it’s returned?

Your mattress return will go to one of 1,000+ charities that serve children in need. Leesa says that 1 in 5 kids living in poverty don’t have their own beds, which is why they ask you to donate your mattress instead of just calling 1-800-got-junk.

Can I try a Leesa mattress before I buy it?

You can see and touch Leesa mattresses at one of their Leesa Dream Gallery locations or at select West Elm stores. The sleep trial is designed for you to try the Leesa mattress in the comfort of your own home, so it’s even better than lying on a mattress for a few minutes in a retail store.

Do I need to rebox my mattress in order to return it?

Nope. Leesa mattresses are compressed and rolled using really strong industrial machines, so there’s no way that they’ll fit back in their original box once opened. Just remove your bedding and the Leesa team will pick up your mattress for free. Note: There is an extra $100 fee for returns from Alaska and Hawaii.

How can I adjust the feel of my mattress in order to avoid a return?

Consider adding the Leesa Mattress Topper. It’s 2” of foam with a removable, machine washable cover, and adds softness to any mattress. Also, research the best mattress for your sleeping position before you buy. For example, firm mattresses are best for back sleepers. Stomach sleepers need a medium-firm feel, and side sleepers need a soft-to-medium-firm mattress.

How does the Leesa return policy compare to its competitors?

Most online mattress companies offer sleep trials and free returns. Leesa’s return policy is pretty consistent with those of competitors. For example, Tuft & Needle and Nectar also have 100-night sleep trials and free returns.


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