Breaking Down the Saatva Mattress Return Policy

Saatva’s mattresses are highly rated, so the chances that you’ll want to send it back are slim. However, it’s important to be educated about their return policy just in case.

By Rachael Harris

Jul 23rd, 2020

Searching for your dream bed can be exhausting. If you’ve spent any time researching the best mattress for your needs, asking for a return can be disappointing. In this article, we help to simplify the process by breaking down all you need to know about Saatva’s sleep trial, return policy, and exchange process. We even cover how Saatva’s return policy compares to other mattress companies’ and give you tips for how to find the right mattress the first time you order. 

120-Night Sleep Trial Period

One of the benefits of buying online is that you get to test out a mattress in the comfort of your home. Saatva’s trial period is longer than most. They give you 120 nights to get the feel of their bed—30 days more than average. 

The trial begins on the day your mattress is delivered. During this time, you’ll receive a full refund with returns. If you want to exchange your mattress for a different firmness level or model, you simply pay the difference between the original costs of both items. If you realized that you ordered the wrong mattress, there is no cancellation fee up until the day before delivery.

For returns and exchanges, Saatva does ask for a $99 transportation fee. This helps to cover some of the costs associated with shipping and handling. Each mattress purchase receives one trial period. New mattresses received under warranty do not get an extra trial period.

Customers who happen to be in New York City can test out Saatva’s products in person before buying. They recently opened their viewing room at 969 Third Ave, New York City, NY, 10022.

Return Process

Saatva purposely keeps their return process simple and friendly. 

  1. Call Saatva: Initiate a return by calling Saatva’s customer care team at (877) 672-2882. Be sure to have your original order number on hand. 
  2. Schedule Pick Up: Within a week, you’ll receive an email from Saatva’s delivery team to schedule a pick up date and time. Pick up is usually only available on certain days of the week and varies by region. 
  3. Day of Pick Up: Make sure you are home for the scheduled pick up time frame. There is no need to package your mattress for transport; the delivery team will wrap it in plastic when they arrive. If you can’t be home for whatever reason, contact the delivery team to reschedule your delivery at no extra charge.
  4. Receive Your Refund: After your mattress has been returned to the warehouse, Saatva processes your return. The funds are released back to your bank within 7 days. After that, it can take your bank 3-5 business days to transfer the funds back into your account. Remember, a $99 transportation fee will be deducted from your refund.

Note: Before you give up altogether on your Saatva mattress, consider adding a foam topper. Saatva will send you one of their toppers. Also remember that it takes at least 30 days for your body to adjust to a new mattress. Try waiting at least a month before sending your mattress back.

Exchange Process

Saatva offers 5 different mattress models with multiple firmness options. If your specific mattress size or style doesn’t match your comfort level, you can opt for a different Saatva mattress. Here is the exchange process, followed by which Saatva mattress is best for each kind of sleeper.

  1. Research: Unsure which mattress would better meet your needs? Saatva’s representatives are available to offer recommendations. You can also check out our brief guide below.
  2. Call Saatva: Initiate a return by calling Saatva’s customer care team at (877) 672-2882. Have your original order number on hand, as well as the mattress model you’d like to try. 
  3. Schedule Pick Up: Within a week, you’ll receive an email from Saatva’s delivery team to schedule a pick up date and time. Pick up is usually only available on certain days of the week and varies by region.
  4. Schedule New Delivery: You’ll also receive an email to schedule the delivery of your new mattress. You may or may not be able to have your old mattress picked up at the same time as your new mattress is delivered. 
  5. Delivery Day(s): Make sure you are home for your old mattress removal and new mattress delivery. You don’t need to package the mattress you are returning. For new mattresses, the delivery team will set up your bed for free as part of Saatva’s complimentary white glove delivery service. If you can’t be home for whatever reason, contact the delivery team to reschedule your delivery at no extra charge.
  6. Finalize Payment: If your new mattress is of equal value to your old one, you will only be asked to pay the $99 transportation cost. If your new mattress has a higher value than your original, you’ll need to pay the difference.

Note: Mattresses that are received as part of an exchange are not eligible to restart the trial period.

Which Model is Best for You?

Take a look at Saatva’s 6 unique mattress models. If your original purchase didn’t work out, one of the other models or feels may be the right fit. 

  • Saatva Classic: A hybrid innerspring coil system with a cozy euro pillow top. Works best for back sleepers, those with back pain or joint pain and those who prefer a traditional mattress feel. Available in plush, luxury firm, and firm. The plush soft version is top-rated for side sleepers.
  • Saatva HD: A medium to medium-firm hybrid mattress with a buoyant latex layer and durable coil support system. Developed for sleepers who have larger body types. Can hold up to 500lbs per side for a total of 1,000lbs. 
  • Saatva Solaire: An adjustable airbed with 50 remote-controlled firmness levels. Latex and memory foam layers provide extra pressure relief. Great for couples, combination sleepers, and hot sleepers.  
  • Loom & Leaf: A memory foam mattress featuring gel cooling technology and excellent lumbar support. Available in relaxed-firm and firm. Works well for side sleepers and memory foam shoppers.
  • Zenhaven: An all-latex mattress with a plush side and firm side. Recommended for couples, hot sleepers, and side or stomach sleepers.
  • Saatva Youth: A flippable innerspring mattress perfect for adjusting with children as they age.

The Fine Print

Saatva keeps their return policy short and sweet. Bear in mind, there are ways to disquality your mattress from the return and exchange policy. 

  • You spill on the mattress or cause a stain
  • You damage the mattress through improper use
  • You don’t open your package within a designated time period
  • The mattress is damaged by accident (i.e. tears, disfiguration)

Saatva’s Quality Guarantee

Saatva truly believes that their product is a cut above the rest. They build on the quality of their luxury bedding with attentive customer care and education. Their team is happy to answer any question you may have about their products, delivery, reviews, and policies. 

Additionally, Saatva aims to eliminate negative interactions between their team and their customers. They champion transparency, communication, and good old fashioned courtesy. If you’re not completely satisfied with your Saatva bedding or ordering experience, reach out to customer care, and they’ll help you reach a satisfactory solution. You can call (877) 672-2882 or chat with a representative on their website 24/7.

Why Return Policies Differ

Any time a customer returns a mattress, companies like Saatva take a significant financial hit. Most companies don’t resell used mattresses (after all, who wants to share their new mattress with a stranger?), and that means a returned product is money down the drain. Plus, return shipping can get expensive for mattresses weighing between 60lbs and 130lbs. 

Still, consumers need time to test out their new bed and make sure it’s the right fit, especially when ordering online. Most companies offer that limited home trial, during which you can return or exchange the used product. They bank on you loving their product and wanting to keep it.

After the home trial ends, returns typically transition into replacements or repairs for specific manufacturer defects covered under warranty. You may be asked to pay a percentage of the original purchase price or a portion of shipping and handling costs.

Fortunately, retailers like Saatva are able to keep return costs on their luxury mattresses down without compromising high quality. They save money by selling directly to consumers, rather than through authorized dealers who increase the price to earn a profit. You reap some of the savings through free shipping, generous sleep trials, and low return costs.

How Does Saatva’s Return Policy Compare?

Here’s how the Saatva Company’s return policy compares to those of other mattress companies.

Mattress Company Return Policy
Saatva Full refund minus $99 transportation fee
Puffy Full fund and free return shipping, but those in Hawaii/Alaska/Canada will not be refunded original shipping costs
Ikea Free returns when you drop used mattress off at Ikea location OR pay equivalent of return shipping fee for at-home pick up
Sleep Number Full refund minus return shipping costs
Serta You are responsible for a 15% return fee + a disposal fee + $200 shipping and handling (all fees will be taken from refund credit)
Sealy Full refund and free return shipping
Tempur-Pedic Full refund minus return shipping costs
Brooklyn Bedding Full refund and free return shipping
Layla Full refund and free return shipping
Leesa Full refund of mattress original price and free return shipping???
Tuft & Needle Full refund and free return shipping, but those in Hawaii and Alaska will not be refunded original shipping costs
Purple Full refund minus return shipping costs, any discounts, and accrued interest


What Happens to My Returned Mattress?

Over 50,000 mattresses are dumped into landfills every day, according to the Mattress Recycling Council! Many of them have only been used for a month or two. The good news is that Saatva works to match your returned mattress with a new home.

Once your returned mattress is picked up, it’s taken to Saatva’s nearest warehouse. Then, depending on your state and delivery team’s capabilities, your returned mattress will be either donated to charity (homeless shelters, YMCA, Salvation Army, etc.) or sold as a sample through Saatva’s network of delivery employees and associates. Unfortunately some mattresses are disposed of, but this is the exception rather than the rule.

Under Saatva’s Fairness Replacement Option, you can instead opt to keep your discarded mattress and pay a fraction of the original price for a replacement. During years 3-5 of your mattress warranty, your mattress replacement will cost 40% of the original price. From years 6-10, it costs 60%, and during years 11-15 it costs 80%. Each customer can use the Fairness Replacement Option only once. 

Tips for Getting the Right Mattress the First Time

We know your goal is to find the right mattress the first time. No one likes pesky restocking fees! Here are several ways to help you identify which mattress size, style, and firmness level is best for you.

  • Ask a Saatva representative for a recommendation by calling (877) 672-2882 or visiting their website.
  • Check out our reviews of over 120 mattress brands. We use an evaluation process that covers 14 criteria of mattress quality.
  • When research mattresses, ask the following questions:
    • Will this mattress keep my spine aligned all night?
    • How much motion transfers from side-to-side?
    • What firmness level do I prefer?
    • Does this mattress provide excellent pressure point relief?
    • Is this bed cool enough for me?
    • How long will this mattress last? Are the materials high quality and durable?
    • How much edge support will I get?
    • What is covered under warranty?
  • Read mattress reviews from verified customers.

Saatva Warranty Overview

There’s a chance that you’ll encounter trouble with your Saatva mattress after the trial period has ended. In that case, you are under a 15-year warranty. During the first 2 years of warranty, you can receive a replacement mattress at absolutely no cost. For the last 13 years, Saatva will repair and re-cover your mattress for $99 shipping both ways (totaling $198).

Defects protected under warranty include body indentations greater than 1” and structural defects from manufacturing. Damages not covered are any that occur from improper use, burns, stains, punctures, and tears. Mattresses that are not used on the proper foundation are not covered (platform beds and metal frames with sufficient legs work best).

Hopefully this breakdown of Saatva’s return policy takes a little pain out of a disappointing mattress. Compared with other companies, Saatva asks for relatively little from customer returns and they are eager to assist you in finding the right bed for you.