Refund policy

COLASNEST Return & Refund Policy

At COLASNEST, we are dedicated to providing you with a hassle-free, premium sleep experience. We understand that your body needs time to adjust to a new mattress and bedding system. To protect your investment, we have established a comprehensive Return & Refund Policy for our five core product categories: Mattresses, Pillows, Mattress Toppers, Blankets, and Bed Frames.

1. Sleep Trial & Return Windows

Different product categories come with designated risk-free home trials and return windows, starting from the official date of delivery:

  • Mattresses & Bed-in-a-Box Series: Includes a premium 365-night Sleep Trial.
  • Pillows, Blankets, and Mattress Toppers: Include a 15-day Trial Period.

2. Return Eligibility & Conditions

To uphold hygiene standards and product quality for all consumers, COLASNEST conducts strict condition checks on all returns. Within your trial period, products must meet the following criteria to qualify for a return:

  • Core Hygiene and Condition Standards (All Categories): Regardless of the product, items must be free of stains, liquids/moisture damage, odors, pet hair, and user-inflicted physical damage, punctures, or tears. Any item that has lost its structural or physical integrity due to improper use or negligence will not be eligible for a return.
  • Non-Compressed Items (Pillows & Blankets): Because these packaging styles are reusable, return requests during the 15-day window require that the item be free of stains and damage, and returned with its original intact packaging and all included accessories so it can be safely received at our fulfillment center.
  • Proof of Purchase: Returns are restricted exclusively to the original purchaser. You must provide a valid order number from colasnest.com along with records of the purchase. All customer accounts and purchase records are governed strictly in accordance with our Privacy Policy.

3. Return Shipping Fees

COLASNEST is committed to a truly worry-free shopping experience, applying distinct shipping fee structures based on your purchase timeline:

  • Within the Sleep/Trial Period (100% Free Shipping): Within the official trial period (365 days for mattresses; 15 days for pillows, blankets, and toppers), whether you are filing a claim due to a manufacturing defect or simply because you are unsatisfied with the comfort or firmness, COLASNEST will cover 100% of the return shipping and removal costs, provided the item meets the eligibility criteria in Section 2. The customer will pay zero return logistics fees, matching our commitment outlined in the standard Shipping Policy.
  • Outside the Sleep/Trial Period: Once your product exceeds its official trial period, any return or exchange requests due to quality issues will automatically be processed under our warranty framework. For details on shipping fees, inspection costs, and claim guidelines, please refer strictly to Section 5 of our Product Warranty & Service Policy.

4. Product Exchange Policy

If your item arrives with manufacturing defects, or if you wish to adjust your sleep configuration before unboxing, you may request an exchange under the following guidelines:

A. Defective or Damaged Exchanges (Free Replacement)

If you discover missing components or core manufacturing defects upon delivery, please contact our customer support team within 24 hours of signing for the package. Once verified, COLASNEST will ship a brand-new replacement of the identical model at no extra cost, and our brand will cover all associated exchange shipping fees.

B. Exchange Restrictions

  • Exchanges are limited to one time per product per original order.
  • For any replacement item issued, the original trial period and warranty timeline will continue to be calculated from the delivery date of your initial order; the timelines do not reset or extend.

5. Non-Refundable Items & Surcharges

Upon a return or exchange, the following fees, services, and items cannot be refunded and will be excluded or deducted from your final refund total:

  • Optional Premium Services: Any optional fees selected at checkout that have already been fulfilled, including expedited shipping fees, White Glove in-home assembly services, and Accidental Damage Protection plans, are considered non-reversible and non-refundable.
  • Promotional Values & Credits: Promotional coupon codes or specific discounts used on an order carry no cash value and become void upon return. Any portion of an order paid via an Official COLASNEST Gift Card will be refunded directly back to that specific gift card balance and cannot be redeemed for cash. All transactional conditions are detailed further in our Terms of Service.
  • Digital & Virtual Products: Any standalone sleep tracking software, digital applications, or membership services included in an order are non-refundable once activated or delivered.
  • Custom & Clearance Items: Any custom-tailored items built to specific consumer requests (such as custom sizing, fabrics, or firmness settings) and items clearly marked at the time of purchase as "Clearance," "As-Is," or "Final Sale" are strictly ineligible for returns, exchanges, or refunds.

6. Refund Processing & Windows

  • Original Payment Method: Once your return passes our quality check and your item is verified as received (or official proof of local donation/pickup is secured), all refunds will be issued strictly to your initial payment method (e.g., your original credit card, PayPal account, or financing account).
  • Processing Window: We commit to processing and authorizing your refund within 3 business days of receiving the returned package or official donation/pickup documentation at our facility.
  • Availability Disclaimer: Once COLASNEST issues the refund from our system, the exact timeframe for funds to clear into your account depends entirely on your financial institution or payment processor. Because processing speeds vary among banking institutions, please contact your card issuer or payment service provider directly for official posting updates.

7. How to Start a Return or Exchange

To initiate a request, please fill out our online contact form or send an email directly to our support team at service@colasnest.com with the following information included:

  1. Your order number and the email address used to place the order.
  2. Your preferred resolution (please specify "Return for Refund" or "Exchange").
  3. The reason for your request (please provide a brief explanation).
  4. High-definition, multi-angle photos or videos. These must clearly prove that the item is free of stains or damage and meets our return standards. For exchange requests regarding damaged items, please include clear shots pinpointing the manufacturing defect.