How to Return a Purple Mattress: A Complete Guide to Getting Your Money Back

So you’ve decided that your Purple mattress isn’t the right fit for you. Maybe it’s too firm, maybe it’s too soft, or maybe you’ve simply changed your mind about the purchase. Whatever your reason, you’re probably wondering what happens next. The good news is that Purple has a pretty straightforward return process, and I’m here to walk you through every single step.

Returning a mattress might seem intimidating at first, but trust me—it’s much easier than you’d think. In this guide, we’ll cover everything from understanding Purple’s return policy to actually scheduling your pickup and getting that refund. Let’s dive in.

Understanding Purple’s Return Policy at a Glance

Before we get into the nitty-gritty of how to return your Purple mattress, let’s make sure we’re on the same page about what their policy actually covers. Think of this section as your foundation—it’s the groundwork that everything else builds on.

Purple offers what they call a “100-night sleep trial.” This means you have a full 100 nights to decide if the mattress is right for you. If it’s not, you can return it without penalties or hassles. Now, here’s what’s important: those 100 nights start from the day your mattress is delivered, not from the day you ordered it.

During this trial period, you’re essentially getting to know your mattress in your own home, in your own bed, with your own sleep schedule. It’s a real-world test, not just lying on it in a showroom for five minutes.

What’s Included in the Return Process?

Here’s something that really sets Purple apart: they handle the shipping logistics for you. You don’t have to figure out how to get a queen-size mattress to a shipping center. Instead, Purple coordinates a free pickup from your home. This is huge because it takes away a major pain point that prevents people from returning mattresses.

The free pickup and return shipping is included in their return policy. You won’t be charged for the logistics, which means you’re only losing your money if you’re outside the return window—not if you’re within it.

Time Limits You Need to Know About

Okay, this is crucial. You have exactly 100 nights from delivery to initiate your return. I say “initiate” because the actual return window is a bit longer when you factor in scheduling. You typically need to contact Purple before your 100 nights are up, and then they’ll schedule a pickup within a reasonable timeframe.

But here’s a word of caution: don’t wait until day 99 to reach out. Give yourself a comfortable buffer—like day 85 or 90. Why? Because scheduling pickup appointments can take time, and you want to make sure everything is settled well within your window.

Step-by-Step: How to Start Your Return

Now let’s get into the actual mechanics of returning your Purple mattress. I’ll break this down into manageable steps so you’re never confused about what comes next.

Step 1: Decide You Want to Return Your Mattress

This might sound obvious, but it’s worth noting that you should be fairly certain before you initiate the return process. While Purple makes it easy, you’ll still need to strip your bed, deal with the pickup, and wait for your refund. Make sure the mattress isn’t working for you before you start.

That said, don’t overthink it either. If you’ve slept on it for 30 or 40 nights and you’re genuinely unhappy, that’s enough information to know it’s not the right mattress for you.

Step 2: Visit the Purple Website or Contact Customer Service

Head over to Purple’s website and look for their customer service section. You can usually find links for returns right there on the main site. Alternatively, you can call their customer service team directly. They’re available via phone, and the representatives are actually pretty knowledgeable about the return process.

When you contact them, have your order number handy. This will make the conversation much smoother and faster.

Step 3: Explain Your Reason for Returning

Purple might ask why you’re returning your mattress. Be honest about it. Are you uncomfortable? Is it not what you expected? Do you have back pain? Your feedback actually helps Purple understand their customers better, and it won’t affect your return eligibility.

Even if they ask, remember that you don’t need a “good” reason to return your mattress. The 100-night trial is there specifically so you can decide if it works for you, for any reason whatsoever.

Step 4: Provide Delivery and Contact Information

Purple will need to know where to pick up your mattress. Have your delivery address ready, along with a phone number where they can reach you. They’ll use this information to schedule the pickup at a time that works for you.

Scheduling Your Pickup Appointment

Once you’ve initiated the return with Purple, the next phase is getting that mattress out of your home. This is where the logistics come in, and it’s actually quite straightforward.

Working with Purple’s Logistics Team

After you’ve submitted your return request, Purple will reach out to coordinate a pickup time. They typically offer you a range of dates and times, and you can choose what works best for your schedule. This flexibility is really helpful because not everyone’s available on the same days.

The pickup team will come to your home and remove the mattress. Now, here’s something important: they’ll handle getting it from your bedroom. You don’t have to lug it downstairs or anything like that. They take care of all the heavy lifting—literally.

Preparing Your Mattress for Pickup

Before the pickup day arrives, you’ll want to prepare your mattress. This isn’t complicated, but it’s worth doing right.

• Strip all your bedding off the mattress and wash it if you’d like
• Make sure the mattress is accessible—clear any items that might be blocking it
• If your mattress has been sitting on a bed frame, you might want to let the pickup team know if there are any space constraints they should be aware of
• Don’t vacuum or clean the mattress—just leave it as is

Essentially, you want to make the pickup team’s job as easy as possible. A clear path to the mattress and a mattress that’s not covered in clothes or other items will make the process smooth.

What Happens During Pickup

The pickup team will arrive during your scheduled window. They’ll come in, locate your mattress, and carefully remove it from your bed or wherever it’s located. They’ll then transport it to a logistics center where it will eventually be processed for return.

Once they’ve picked it up, your part is essentially done. You just need to wait for your refund to process.

Understanding the Refund Timeline

Here’s a question I know you’re thinking: when do I actually get my money back? Let’s talk about the refund process and timeline.

How Long Does a Refund Take?

After your mattress is picked up, Purple typically processes the return and issues a refund within 5 to 7 business days. However, depending on your bank, it might take an additional 3 to 5 business days for the money to actually appear in your account.

So in total, you’re looking at roughly 7 to 14 days before you see the money back. It’s not instantaneous, but it’s also not forever. If it’s been more than two weeks and you haven’t seen anything, that’s when you might want to reach out to customer service again.

Full Refund Amount

Here’s the beautiful part: you’ll get a full refund. No restocking fees, no deductions. The entire amount you paid for your mattress comes back to you. The only exception would be if you purchased additional items like pillows or sheets as part of your order—those might have different return policies depending on what they are.

Special Situations and Exceptions

What if your situation doesn’t fit neatly into the standard return process? Let’s look at some scenarios you might face.

Returning a Mattress After 100 Days

If you’ve gone beyond the 100-night trial period, you’re outside the standard return window. However, this doesn’t necessarily mean you’re stuck with your mattress. Purple’s customer service team might be willing to work with you, especially if you’re within a reasonable timeframe after the 100 nights.

I’ve heard of customers reaching out after their window closed and still receiving returns or exchanges. It never hurts to ask, but you should be prepared for the possibility that you might not qualify.

Mattresses Purchased from Third-Party Retailers

If you didn’t buy your Purple mattress directly from Purple’s website, the return process might be different. Maybe you purchased it from a mattress retailer or an online marketplace. In this case, you’d follow that retailer’s return policy, not Purple’s policy. Check your purchase receipt to see who you bought it from and reach out to them directly about returns.

Damaged or Defective Mattresses

What if your mattress arrived damaged or develops a defect shortly after you receive it? The return process is the same, but Purple might expedite things or even replace your mattress instead of returning it. When you contact them, make sure to mention any damage or defects clearly. Take photos if you can—this documentation can be helpful.

Tips for a Smooth Return Experience

Want to make sure your return goes as smoothly as possible? Here are some insider tips I’ve picked up.

Document Everything

Keep records of all your communications with Purple. Save confirmation emails, note the names of customer service representatives you spoke with, and keep a record of dates and times. If something goes wrong, this documentation will be invaluable.

Initiate Your Return Early

Don’t wait until day 99 of your trial. Reach out around day 80 or 85 if you know you want to return it. This gives you plenty of buffer time to schedule the pickup before your 100 nights are up.

Be Clear About Your Address

Make sure Purple has your correct delivery address. If you’ve moved or if there’s any confusion about where the mattress is located, clarify this upfront. The last thing you want is for the pickup truck to show up at the wrong address.

Keep Your Bedroom Accessible

On pickup day, make sure your bedroom is accessible and the mattress isn’t buried under piles of stuff. This simple courtesy makes the process faster and easier for everyone involved.

What If Your Refund Doesn’t Come Through?

In rare cases, refunds can be delayed or lost in the system. If you’ve waited the appropriate amount of time and haven’t seen your money, here’s what you should do.

Contact Purple Customer Service Again

Reach out to Purple’s customer service team and provide them with your order number and the dates when you initiated and completed your return. They can check the status of your refund and see where it stands in the process.

Check Your Bank Account

Sometimes refunds go to pending status in your bank account for a few days before they fully clear. Check both your available balance and any pending transactions. The refund might be there waiting to clear.

Request Escalation if Necessary

If Purple’s standard customer service team can’t resolve the issue, ask to have your case escalated to a supervisor or manager. Most companies have a process for this, and it can sometimes speed things up.

Alternatives to Returning Your Mattress

Before you commit to returning your Purple mattress, consider whether any of these alternatives might work for you.

Exchanging for a Different Purple Model

Maybe the issue is just that you picked the wrong firmness level. Purple actually makes multiple mattress models with different feels. Instead of returning your current mattress, you could exchange it for a different one. This might be faster than going through a full return and repurchase.

Trying an Adjustment Period

Some people find that their mattress becomes more comfortable after they’ve adjusted to it for a few weeks. Your body might need time to adapt, especially if you’re switching from a very different mattress. If you’re in the middle of your trial period and unsure, give it a few more weeks before deciding.

Addressing Specific Issues

If your problem is heat retention, try a cooling mattress pad. If it’s firmness, try a mattress topper. Sometimes a simple fix can make a mattress that’s mostly good work perfectly for you.

Conclusion

Returning a Purple mattress doesn’t have to be a complicated or stressful process. With their 100-night trial period and free pickup service, they’ve made it about as easy as returning a mattress can be. The key is understanding the timeline, staying organized with your communications, and initiating your return early enough that you don’t run into any last-minute issues.

Remember, the whole point of the trial period is to help you make sure you’re happy with your mattress. If you’re not, Purple wants to know about it, and they’ve built a system to handle it. Don’t feel bad about using this service if you need to—it’s there for exactly this reason.

Whether you end up keeping your Purple mattress or sending it back, you’ve got all the information you need to make an informed decision and handle the return process smoothly.

Frequently Asked Questions

Can I return my Purple mattress if I’ve slept on it every night for the full 100 days?

Yes, absolutely. The 100-night trial is specifically designed so you can sleep on your mattress regularly and really get to know how it feels. The entire point is that you can use it fully and then return it if you’re not satisfied. There’s no penalty or issue with having used it every single night.

What happens to my mattress after Purple picks it up?

After Purple picks up your mattress, it goes to a logistics center where it’s processed. From there, depending on its condition, Purple might refurbish and resell it, donate it, or recycle it. You don’t need to worry about the details—your part ends when the pickup team leaves your home.

Do I need to do anything special to prepare my mattress before pickup?

Not really. Just make sure your bedroom is accessible and the mattress isn’t covered in excessive items. You don’t need to clean it or vacuum it. The pickup team is equipped to handle mattresses as they are. Just strip your bedding off and you’re good to go.

Can I return my Purple mattress if I bought it on sale or with a discount code?

Yes. Regardless of how much you paid for your mattress—whether it was full price, on sale, or with a discount code—you’ll receive a full refund of your purchase price. The discount or sale price has no impact on your ability to return it or the amount you get back.

What if I have a mattress protector or other items on my mattress during pickup?

You should remove any protectors, toppers, or other items before the pickup. These belong to you and aren’t part of the return. The pickup team is there specifically to