Refund policy
365-night trial for mattresses
We believe it takes at least a month to truly know if a mattress suits your body. However, many people choose their mattress after just a few minutes in a store, only to discover later that it doesn't meet their needs.
At Nell, we want you to find a mattress that truly suits your body. That's why we offer a 365-day free trial with a return and full refund guarantee from the day the product arrives.
Take your time and try Nell products at home for 365 days!
Merits of 365-night trial
1. A long trial period for a full year
By experiencing the mattress over a full year, you can test its comfort, breathability, etc. as the temperature changes!
2. Easy Trial & Purchase from Home
With Nell mattresses, you enjoy free shipping and no need to visit a store. Our packaging also makes it easy to transport and set up.
3. Try It with Your Family — Everyone Can Experience Great Sleep
It's not common for the whole family to test a mattress together in a store. But with Nell's 365-day trial, you can do just that. Let everyone in the family experience the comfort of a Nell mattress at home!
Return procedure
If, for any reason, your Nell mattress does not suit your body, you can return it for a full refund between 30 and 365 days from the date of delivery.
Return shipping is free, and there’s no need to repackage the product.
Please contact us from the contact form, or email us directly at support@nellifysleep.com to arrange a return pick-up.
Terms & Conditions
Mattresses require a 30-day minimum trial period:
Your trial period for the mattress starts the day it arrives at your home. We believe that adjusting to a new mattress takes time. While some people fall in love with our Nell mattresses immediately, others may need a bit longer to adapt. Transitioning from your old mattress, especially if its firmness is quite different, might require your body to adjust to Nell, which can take a month or more.
Because of this, we ask that you try your new mattress for at least 30 days before considering a return. If after this period you still wish to return it, we'll help you with the process.
Trials are only available for direct purchase from Nell:
Trials are available for products bought directly from Nell. Purchases from other retailers are not eligible.
One-time trial only:
If a customer has previously returned a product, they (or the associated shipping address) will no longer be eligible to purchase the same product again, regardless of size or variation.
U.S. service area only:
Our trial, returns, and exchanges are available only in the United States, including Alaska and Hawaii. International locations are excluded. If the mattress is taken outside our service area, it must be returned at the owner’s expense. The additional shipping surcharges incurred for deliveries to Alaska and Hawaii at the time of purchase are non-refundable.
Proper usage is required:
Mattresses must be used on a proper foundation or non-yielding bed frame with adequate support. Improper usage voids the trial.
Refund processing:
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. If we are unable to refund in the form of the original payment (for example, if the credit card you made the purchase on has been canceled or closed), you will be issued a bank wire.
If more than 20 business days have passed since we’ve approved your return, please contact us at support@nellifysleep.com.
Cancellations:
You may cancel an order placed through the Site at any time prior to shipment by contacting our customer support at support@nellifysleep.com.