Hassle-Free Returns and Exchanges
Our vision is to improve the lives of our customers through faster, deeper and longer sleep through innovation. We want you to be happy and as we are consumers ourselves, we understand that a hassle-free return experience is a must.
Dormeo Octasmart® Plus Topper have a 100-night risk free trial starting from the delivery date. Sleep on your new Octasmart® Plus Topper for a minimum of 30 nights in your own home and if you're not completely satisfied you can request a full refund at no cost to you.
Why do we require that you use your Octasmart® Plus Topper for a minimum of 30 nights?
We know you will love your new topper but it isn't uncommon for it to take your body a bit of time to adjust to sleeping on a new surface. Some people are lucky and love it from night one but others may experience a bit of stiffness or soreness for the first few mornings. We want you to be fully satisfied with your product and ask that you give it a minimum 30-night trial before being eligible to return it within our 100-night, risk free trial. Give your body and the topper time to adjust to each other and we are confident you will fall in love with your new topper!
What is the 1st step to initiate a return or exchange?
Contact our Customer Care department
9:00 am to 10:00 pm EST Monday through Sunday by Facebook Messenger (Dormeo USA)
Anytime by email: CustomerCare@Dormeo-na.com
Need to return your product? Don't worry we will work with you to ensure that you are happy. Start by contacting customer care and we will take care of you. We will guide you through one of two processes:
If your Topper or Pillow is unopened:
1. Contact thorough Messenger or send an email to customer service requesting to do a return
2. If your topper or pillow is unopened, Customer Service will email you an Pre-Paid Shipping Label at no cost to you.
3. Attached the Pre-Paid Shipping label on the outside of the box. The product must be unopened!
4. Send your pillow or topper back using the prepaid shipping label.
5. After your topper or pillow is received we will issue the refund which can take 7-14 business days from the date of delivery and are subject to processing times of the recipient's bank or payment provider.
Process if your Topper or Pillow is opened OR if you upgraded to a Mattress:
We love our products and our planet so we don't want to contribute to landfill waste. In the spirit of being kind to our planet, we kindly ask that you donate or recycle your product.
Customer care will gladly guide you through the following process.
Depending where you live there are places that may accept Pillow/Topper/Mattress donations. Some of these will even come pick them up for you! We ask that you provide customer service with a receipt of your donation and they will process your refund.
If you live in an area that does not accept these donations, we ask that you please recycle your pillow/topper/mattress. There are several options for this that customer service will gladly help you with! After proof of your recycling we will issue your refund.
Refunds can take 7-14 business days and are subject to processing times of the recipient's bank or payment provider.
To make an exchange please contact us and our Customer Care representative will suggest the best alternative model or size and explain the exchange process. Once we have received your returned item to be exchanged your replacement will be immediately sent to you