NOTE: ALL SALES ARE FINAL AS OF JUNE 28th, 2017. WARRANTY STILL APPLIES.
Our return policy lasts 100 days. If 100 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange. All return shipping and handling charges are 100% free. However, there’s one caveat, you must process your return through a Suissly Customer Experience Representative. If you return any Suissly product on your own without written approval from a Suissly representative, then Suissly will NOT reimburse you for any shipping charges you personally incur.
To be eligible for a return within 100 days, your item must not have any user-inflicted (e.g. soils, bodily fluids or stains) harm and in the same condition that you received it.
If you are unhappy with your mattress, then we encourage you to give us another chance and exchange (ref. Exchange policy) your mattress for one that may better fit your comfort level. But, if that’s not feasible we understand.
Please do not send your purchase back to Suissly or it will automatically be returned to you at your cost. Mattress returns are not accepted at Suissly warehouses. Since mattresses are not resalable due to health and safety regulations, a Suissly representative will coordinate picking up your mattress and finding it a new home at a charitable organization where someone could really use it, or if no charity can accept it, it has to be recycled. To complete the donation process and to receive a full refund, please give us a call at 844-642-3179, or send us an email to firstname.lastname@example.org to start the process. Please have your order number handy. We really need that. After we verify that your Suissly Mattress has been picked up then we will process your refund. This all usually takes a few days depending on pick-up and communication response times. Some of these factors are outside of our control, but we’ll make the process as easy as we can for you.
Pillows and Sheet Set Returns
Suissly Pillows and Sheet sets may be returned to Suissly directly. To process a return and receive a full refund, please give us a call at 844-642-3179, or send us an email to email@example.com referencing your order number. A Suissly representative will send you a shipping label via email to return the item(s). You have 15 business days to return the product to Suissly and must be received within 20 days of receiving the return label. Otherwise, your return will become invalid. Sheet sets must contain all items: two pillow -cases, flat sheet and fitted sheet.
Once your item(s) is received and inspected, and a refund has been issued, then Suissly will send you an email to notify you of your refunded amount. Suissly will also notify you if there is a problem issuing you a refund.
Credits will automatically be applied to your credit card or original method of payment, within a few days. Please note that some credit card providers take a little longer to post refunds than others, so please allow 5-7 business days to process the return once received at Suissly.
FuturePay allows customers to finance Suissly products at the time of checkout. However, FuturePay is only affiliated with Suissly as a payment plan option. If you financed items through FuturePay at the time of purchase, then Suissly will still refund the total cost of your items via your original payment method (i.e., your FuturePay account); however, any FuturePay finance charges incurred or paid will not be refunded or forgiven by Suissly since the financial agreement is between FuturePay and you the customer. If outstanding charges exist, then you are still responsible to pay those charges to FuturePay; they will not be deducted from your product return from Suissly. If there are questions regarding charges you incurred, then you must contact FuturePay as Suissly does not hold customer payment, or debt information for FuturePay customers. You can access FuturePay by logging into your FuturePay account and either calling or submitting a request online. To complete the return process and to receive a full product refund, please give us a call at 844-642-3179 or send us an email to firstname.lastname@example.org to start the process. A Suissly representative will initiate a return for you through FuturePay, and you will be responsible for outstanding debts through your FuturePay account. Please note that refunds follow the Suissly Refund policy in that refunds will not be processed until product is either received at Suissly, or a mattress donation has been verified.
Late or missing refunds
If you haven’t received a refund confirmation email, then first check out your account at Suissly.com to verify your credit card. Then, check your bank account, or contact your credit card company, it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com or at 844-642-3179.
If you are unhappy with your mattress, then we encourage you to give us another shot and exchange (ref. Exchange policy) your mattress for one that might fit your comfort level better.
All customers are allowed one (1) mattress exchange. A Suissly Customer Experience Representative will coordinate donating, or recycling your existing Suissly mattress, and process the ordering of your new mattress.
In order to receive a refund of the mattress you’d like to return, Suissly must verify that the mattress has been picked up before issuing a refund. Therefore, you may have two charges for a short amount of time until that verification is processed along with the credit processing time by your bank. To start the exchange process, then please give us a call at 844-642-3179, or send us an email to firstname.lastname@example.org.
Pillows & Sheet Set exchanges
Pillow and sheet set exchanges are handled much like returns. To process an exchange and receive a full refund on your first order, please give us a call at 844-642-3179, or send us an email to email@example.com. A Suissly representative will send you a shipping label to return the item(s) and process a new order. Suissly must verify that your returned item(s) has been received and free of user inflicted harm before issuing a refund. Therefore, you may have two charges for a short amount of time until the refund is issued. Suissly Pillow and Sheet returns have to be received within 20 days.