Product Returns & Refunds
Luma Sleep guarantees that you'll sleep happily ever after or return your purchase for a REFUND
We hope you used Luma's FREE comfort exchange program before deciding your Luma Hybrid Mattress or Slumber System isn't right for you. If we haven’t managed to provide you a great night's sleep, we’ll be sad, but we do understand.
LUMA requires a minimum of 30 nights before initiating a mattress return as it may take a little time for your body to become acclimated to the unique support and feel of a latex foam mattress. If you're not happy after 30 nights, you can proceed with returning your mattress.
Luma Sleep provides 100-night sleep trials for all mattress systems and 30-night sleep trials for most other sleep related products. All returned Luma products are refundable.
To initiate a return for any Luma Sleep product, please complete the form below and our Exchange/Return Department will get in touch with you in a few business days to start the return process. While we’re pretty easy-going and want you to be happy, your return request must be received within 100 days of the delivery of your mattress system or within 30 days for all other Luma Sleep products.
Return Process
Once you initiate the return process, a Luma Sleep Exchange/Return Dept. representative will work with you to ensure the process is quick & efficient. For Luma Mattress System returns, Luma Sleep will work with one of our charities or shipping logistics partners in close proximity to you to arrange for the LUMA Slumber System or mattress to be picked up and either returned or donated. All other products are returned via FedEx Ground. It is recommended you retain the original box/packaging for all non-mattress products so the return costs are kept to a minimum. Luma Sleep provides Free Shipping but does require customers to pay for the return shipping of all non-mattress products.
Prior to scheduling your mattress return, Luma Sleep may require you to provide a photo of the product to verify its current condition. 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.
Refunds
Once Luma Sleep receives your returned product and verifies it is undamaged, you will be refunded for the full amount of your purchase, less any special shipping services. To qualify for a refund, 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. Mattress system refunds include return shipping.
Refund Exceptions:
- Repeat purchases of the same product within 24 months are non-refundable.
- In-home/White Glove delivery fees are non-refundable.
- Canada delivered purchases are non-refundable.
Mattresses are eligible for free returns/removals. All other product return refunds exclude return shipping fees and materials. Please note that if you choose to return your Luma Mattress system for a refund after making a Comfort Exchange, your refund will be reduced by $100 to offset the shipping costs from your Comfort Exchange.
By completing and submitting the form below, you agree to the terms listed above. Refund credits may take 3-5 business days to process depending on your payment method. Refund credit can only be applied to the original form of payment.
