Refund policy

Refund Policy

Comfort, Care & the 100-Night Comfort Promise

The Haven Approach

Buying a mattress online can feel uncertain. What matters most isn't where you buy. It's whether your mattress has the opportunity to become the right fit for your body over time.

At Haven, every mattress is hand-built to order. Our comfort approach is designed around long-term sleep outcomes, not instant perfection. That means guidance first, adjustment second, and clear next steps if comfort truly cannot be resolved.

If, after reasonable comfort adjustments, your mattress is clearly not the right fit, you are entitled to one exchange or a full refund within 100 nights of delivery. That is our 100-Night Comfort Promise.

A Word on Expectations

A Haven mattress is built for durability, support, and years of use. Like a well-crafted pair of shoes, it may not feel perfect on the first night, but it is designed to improve as materials settle and your body adapts.

Haven is designed for customers who value:

  • Craftsmanship over disposability
  • Long-term comfort over instant softness
  • Guided support during adjustment
  • Responsible and sustainable return practices

Our mattresses are not intended as short-term sleep solutions, and are not medical devices intended to diagnose or treat health conditions.

What Most Customers Experience

From years of customer experience, we see a consistent pattern:

  • The vast majority of customers settle in comfortably within the first few weeks
  • Initial firmness is common due to compression during shipping
  • Foam and coil systems require time to relax and contour
  • Comfort layers adapt gradually to individual body shape

With regular use, most comfort concerns naturally improve during the first few weeks.

The 30-Night Adjustment Period

Your 100-night trial begins on the day your mattress is delivered (Delivery Day = Day 1). Returns and exchanges are eligible from Night 31 through Night 100.

During the first 30 nights, customers have access to:

  • Comfort coaching
  • Fit troubleshooting
  • Base and support review
  • Optional topper recommendations
  • Exchange planning (if appropriate, scheduled after Night 30)

This adjustment period allows both your body and the mattress to properly settle before decisions are made.

Comfort Consult (Required Before Return or Exchange)

If comfort concerns remain after the 30-night adjustment period, we begin with a short Comfort Profile followed by a 15-minute Comfort Consult with a Haven specialist.

This allows us to:

  • Review sleep position and alignment
  • Assess firmness and pressure feedback
  • Identify environmental or base-related factors
  • Determine whether a small adjustment could meaningfully improve comfort

Before moving to an exchange or return, our first priority is to ensure you are not one small adjustment away from your best sleep.

If Comfort Cannot Be Resolved

If, after reasonable steps, the mattress is clearly not the right fit:

  • You are entitled to one (1) exchange per household within the 100-night window, or
  • You may choose one (1) full-refund return per household, with pickup coordinated and covered by Haven

Refunds reflect the price paid and applicable taxes, and are processed to the original method of payment once the mattress is received or confirmed for donation.

Custom-size mattresses are final sale.

What's Eligible for Return

We keep this simple, so there are no surprises later:

  • Mattresses: covered by the 100-Night Comfort Promise. Pickup is coordinated and covered by Haven.
  • Pillows: covered by the 30-Night Pillow Trial. Return shipping is arranged and paid by the customer.
  • Everything else (sheets, protectors, bedding, adjustable bases, frames, and complimentary gift items) is sold as final sale and isn't eligible for return.
  • Custom-size mattresses are final sale.

You may return a maximum of one (1) of any product type per household: one mattress and/or one pillow. We encourage you to try a product first, and we're always happy to send more later. Once an item type has been returned, future orders of that type are no longer return-eligible.

Pillows: 30-Night Pillow Trial

Pillows are covered by a 30-night trial beginning on your delivery day. If a pillow isn't right for you, you may return one (1) pillow within 30 nights.

Return shipping for pillows differs from mattresses. Where Haven coordinates and covers mattress pickup, pillow return shipping is arranged by you and at your cost. Pillows must be returned clean and in donatable condition, free of stains, odors, and damage.

To begin a pillow return, email customercare@havenmattress.ca within your 30-night window.

Collections & Bundled Pricing

When your mattress is purchased as part of a Collection (such as the Sleep Collection or Ultimate Collection), the mattress is priced at the bundled rate shown at the time of purchase, not the standalone mattress price.

If you return the mattress under the 100-Night Comfort Promise, your refund reflects the bundled mattress price you actually paid within that Collection, plus applicable taxes.

The other items in your Collection, including bedding, protectors, adjustable bases, and any complimentary gift such as a duvet cover, are final sale and remain yours to keep. Because those items aren't returnable, nothing further is deducted or adjusted: you keep them, and we refund the mattress portion.

Return Condition Requirements

To support donation and responsible reuse wherever possible, returned mattresses and pillows must be:

  • Clean and free of stains or damage
  • Smoke-free and odor-free
  • Properly protected for transport (original plastic or an appropriate mattress bag)

Items not kept in donatable condition may not qualify for return or refund.

A Note on Responsible Returns

Our trial exists so you can find lasting comfort. It's also true that every returned mattress we can't donate carries a real environmental cost, so we ask that the trial is used in the spirit it's intended.

The 100-Night Comfort Promise is designed for customers genuinely settling into a new mattress, not for short-term use, or for ordering several options with the intention of sending most of them back. In the rare cases where a purchase clearly isn't made in that spirit, we may not be able to honour a return. The full terms are set out in our Terms & Conditions.

We'd always rather help you get comfortable than see a mattress come back, so if something feels off, reach out early and let us help.

Remote & Northern Locations

We proudly serve remote and northern regions. Due to logistics in certain areas, returns may require additional coordination. Our team will provide clear guidance specific to your location to ensure a smooth process.

Important Clarifications

  • Haven mattresses are not designed for infant or crib use
  • Our products are not medical devices
  • Comfort timelines vary by individual
  • Clear communication and patience throughout the adjustment period are essential to long-term satisfaction

We're Here to Help

If something doesn't feel right, reach out before giving up on your sleep. Our team is here to help you find lasting comfort, not rush you into starting over.

📞 1-844-MY-HAVEN (844-694-2836) ✉️ customercare@havenmattress.ca