We go to extremes to make sure you're comfortable.
Extreme Comfort Exchange
At Luma, we take your comfort very seriously. We believe your mattress comfort is not something you should have to compromise so we go to extremes to make sure you’re satisfied with your mattress. We design our mattresses with choices of comfort and build them with advanced, adaptive materials. We unconditionally guarantee that the Luma Sleep™ mattress you purchase will deliver the comfort level you want and need or you can return it within the first 100 nights, no questions asked. If you purchased a mattress system with a separate PIllow Top Layer, you can exchange it for a plusher or firmer version, for free, for up to one (1) full year from the date of purchase. We think this is a lot easier way for you to customize your mattress to meet your needs than embarking on a lengthy return process with another uncertain bed-buying journey.
Luma's Natural Latex Hybrid mattress and Slumber Systems feature a separate Pillow Top layer that you can exchange for Free in the first year. The latex inside the Pillow Top comes in various levels of firmness. If you decide that the firmness of the mattress you selected at the time of purchase is either too plush or too firm, contact Luma and we will ship you a replacement pillow top insert of a different firmness. There is no cost to you for your first exchange. And, if your comfort preferences change down the road, you can easily exchange the comfort layer and transform the feel of your bed for a fraction of the cost of buying a new mattress.
LUMA highly recommends waiting a few weeks before initiating an exchange as it may take a little time for your body to become acclimated to the unique support and feel of a latex foam mattress. After getting used to your new bed, if you still feel the comfort is either plusher or firmer than you had in mind, contact Luma and we will help you make an exchange. As this is an exchange, we may require that you return your current pillow top insert for recycling; Luma will provide you with packaging materials and a return shipping label.
Contact us at 800-982-9846, submit an exchange request form, or email email@example.com and a Customer Advocate will initiate the exchange process. The exchange period will remain the original purchase date if the customer chooses to exchange the comfort layer in the future.
Luma unconditionally guarantees that the Luma Mattress or Slumber System you select will allow you to sleep better. If you are not delighted with your purchase within 100 nights of your delivery, you simply return it, and we'll arrange for the mattress pick-up. Once the mattress has been removed, please provide us with a receipt and we will process a refund credit to your original form of payment. Return shipping is free for Luma Mattress products. Refunds of Slumber System mattresses are net of White Glove delivery costs. All non-mattress Luma products have separate return/refund periods with the return shipping costs a customer expense, applied to the refund. Please note that refunds
When you initiate the return process, complete the return form and a Luma Customer Advocate will work with you to arrange for the Luma Sleep product to be picked up at your designated location. Once it is confirmed that the Luma product has been removed, you will be credited for the full purchase amount, less return shipping costs, where applicable. The credit can take 7-10 days to process after confirmation of pick-up. A Customer Advocate will maintain contact with you and let you know when the credit is processed. The credit can only be applied to the original credit/debit card or other method used on your original method of payment.
We take great care to deliver a high-quality product and expect that you will treat your Luma product as you would any other valuable item in your home. To qualify for a full refund and return, the Luma Sleep product you purchased must be free of wear and tear, such as ripped, torn or damaged fabric, stains, disassembly (with the exception of foundations), or exposure to the elements. Prior to scheduling your return and refund, Luma Sleep may require you to provide a photo of the product to verify its current condition. You do not need to return the product in its original packaging. In the event that it is determined that the product being returned has been, damaged, miss handled or subject to unusual abuse, Luma Sleep or its designated agents, may refuse to process the return shipment or refund. Our goal is your comfort, but we do require that you treat our products respectfully during your trial period in order to give you a full refund. Even if the product you purchased wasn’t right for you, it may serve someone in need well.
To initiate a return, contact us at 813-956-3765, submit a return request form or email firstname.lastname@example.org and a Customer Advocate will initiate the return process. The return period for any Luma Sleep product is based on the delivery date.
Re-purchases of products that have been previously returned/refunded cannot be returned or refunded.
* A Luma Mattress system is a Luma Mattress™, Luma Hybrid Slumber System, and Luma All Latex Slumber System.