Customer Help: Awara

Trial, Return & Exchange (Questions: 8)

• Q.1) Why do mattress manufacture’s offer free trial period for online purchase of mattresses?

Whether you purchase a mattress in a store or online, you make a long-term decision that could impact your sleep health. When you buy a mattress in a store after lying on a few mattresses, listening to sales pitches, and getting some great deals, you ignore how you and your partner's body will react to the Mattress. Any new mattress has a break-in period (adjustment period), and your body needs time to adjust to a better feel. Lying on a mattress for a short time in a store setting does not provide insight. Buying a mattress online further compounds that you never got to touch or feel the Mattress before you made the purchase decision. That's why mattress manufacturers offer an extended trial period so that you can try the Mattress in a comfortable home setting without any pressure and then make the call whether to retain or return.

• Q.2) What is the duration of Awara’s risk-free trial period?

Awara offers 365-Night risk-free trial with free shipping and returns so you can experience nature’s best rest in the comfort of your home.

• Q.3) What is the minimum period you need to try Awara mattress before initiating a return?

Awara needs you to test out the Mattress for 30 nights before returning the Mattress. Before initiating a return, a 30-day break-in period of your new Mattress is required.

• Q.4) Do I need to keep any of the packaging or boxes?

No, You can recycle the packaging or boxes of more oversized products once you set up the Mattress. For smaller products, you need to restore the packaging or boxes if you need to return.

• Q.5) Do I need to make my own arrangements for shipping product back to Awara?

No, Awara’s Sleep Concierge will work with you throughout the process and coordinate the most convenient way for your Awara mattress to be donated or disposed of locally.

• Q.6) What happens to returned or exchanged products?

Awara never resold the returned Mattress. The returned or exchanged products

• Q.7) When can I expect a refund for my return?

Refunds are issued in terms of the original payment within 5-7 working days.

• Q.8) Can I exchange a Awara mattress?

Yes, but unless a product exchange is requested due to a manufacturing defect or warranty claim, exchanges are processed as return and refund requests. After returning the product to be exchanged, you may order the replacement product. You may only request one exchange.

Shipping & Delivery (Questions: 9)

• Q.1) Does Awara offer free shipping on orders and returns?

Awara gives free shipping and returns for the US. Free shipping applies to purchases being delivered within the contiguous US. Purchases delivered to AK, HI, Guam, etc., will incur a non-refundable shipping fee.

• Q.2) Does Awara offers shipping to Canada?

No, Awara doesn't ship to Canada. If you wish, you can ship your package through a package forwarder that will send the items you purchased in the United States to your home. You are paying a pretty penny for your items. You want to make sure that they arrive safely and on time.

• Q.3) Does Awara ships to any other country besides US?

Awara ships free for all orders being delivered in the contiguous US; Awara also ships to AK, HI, Guam, etc. but will incur a non-refundable shipping fee.

• Q.4) What shipping partners Awara currently uses?

In the United States, Awara uses FedEx to deliver your Awara products to your home.

• Q.5) How soon Awara delivers products after ordering?

Ship times vary depending on current stock and market conditions. Please refer to the current ship time under the add to cart button. Shipping usually takes 3-5 days.

• Q.6) Does Awara charge any fees for return shipping?

You can return the Mattress for a full refund with no return fees. But refunds are not given for fees for shipping or White Glove Service if you wish to return any products you purchased from Awara.

• Q.7) Does Awara offer white-glove or In-home delivery and set-up services?

Awara offers white glove delivery of larger furniture products ("White Glove Services"). To provide you with White Glove Services, an adult over 18 years must be present at the delivery address at the scheduled time. If no adult is current at delivery, Awara will leave the package with a security authority or at a secure location. All mattresses removed using the White Glove Services must be in unsanitary conditions. All fees for White Glove Services are non-refundable after shipping the products to the White Glove Service provider and cannot be refunded if you return any products.

• Q.8) How much Awara charges for whiteglove or In-home delivery and set-up services?

During checkout, if you have opted for white glove setup and removal for an additional $149. If you've decided on a white-glove setup, expect 2-3 extra days.

• Q.9) Where does Awara offer white-glove or In-home delivery and set-up services?

White-Glove delivery is offered in the contiguous United States and includes the installation of the Awara Premier Latex Hybrid and removal of an old mattress.

Warranty (Questions: 4)

• Q.1) Does Awara offers warranty for mattresses?

Awara gives a lifetime warranty, which means for as long as you own your Awara mattress, it is guaranteed. Suppose you experience any defects such as significant sagging or structural breakdown due to the manufacturing process. In that case, Awara will either repair or replace your Mattress at no cost to you (the USA Only).

• Q.2) What does Awara’s warranty covers in terms of defects?
Awara’s Warranty covers any physical defect in the Mattress that causes the foam to split or crack and any deterioration that causes the bed to have a visible indentation greater than one and a half inches. The Warranty only applies if your Awara bed is placed on a firm, solid surface.

This Warranty is extended to mattresses manufactured by Awara (“Awara”) and purchased directly from Awara or Awara’s authorized retailers (the “Mattresses”). Some parts of this Warranty also extend to covers sold with Mattresses.

Awara warrants the Mattress in its original packaging sold to you against the defects in material and quality for the entire period of ownership by you and uses by you commencing from the time you purchase your Mattress.
• Q.3) What defects are not covered under Awara’s warranty?
1. Any product that has been subject to misuse, neglect, accident, or used violates instructions, including instructions to place Mattress on a proper bed frame.
   
2. A standard increase in softness of the foam pressure-relieving material does not affect the pressure-relieving qualities of the mattresses.
   
3. Comfort preference.
   
4. Defects caused by physical abuse or damage to the structure and/or cover material, including but not limited to burns, cuts, tears, liquid damage, or stains.
   
5. Mattresses sold "as-is," "preconditioned," "reconditioned," "used," "returned," "previously owned," or any other similar wording indicating that the Mattress is not "new" or of "first quality," or has previously been purchased or used by another consumer.
• Q.4) What is the remedy if a defect is found?

In the event of a Defect, Awara’s sole liability and your sole remedies under this Warranty will be:

• For the first ten years of ownership, we will replace your Mattress with a brand-new Awara at absolutely no charge.
• In years 10+, Awara will completely repair and re-cover your Mattress, or replace it, at our option. The only charge you will incur will be a transportation cost of $50 each way, which charges will be waived if a Defect is confirmed to exist by Awara.

Payment & Financing (Questions: 6)

• Q.1) What forms of payment Awara accepts?

Awara accepts the following payment options:

• VISA
• American Express
• Mastercard
• Amazon Pay
• Apple Pay
• PayPal
• Affirm
• Split
• Discover
• Q.2) Does Awara offer financing?

You can get Awara mattress as low as 0% APR financing for up to 24 months on your purchase. For example, instead of $1,500 upfront, pay only $63 a month at 0% APR over 24 months. Down payment may be required.

• Q.3) How does Affirm work?

Affirm is a financing alternative to credit cards and other credit payment products. Affirm offers real-time financing for purchases online. With Affirm, you can now buy and receive your purchase and pay for it in fixed monthly installments.

• Q.4) Are there any restrictions on Affirm financing?

Affirm financing offer is only valid in the United States. Down payment may be required. For purchases under $100, limited payment options are available.

• Q.5) How do you apply for financing from Affirm?

Select Affirm at the time of checkout and fill out the application form to get started.

• Choose the payment plan that works for you from 3 to 24 months.
• Payment with a debit card, check, or bank transfer.
• The first payment happens after 30 days, and you will receive an email or text to remind you before your next one is due.
• Q.6) Does financing from Affirm will affect my credit scores?

When initiating an Affirm account, affirm performs a 'soft' credit check to help verify the identity and estimate your eligibility for financing. Your Credit Score is unaffected by this 'soft' credit check.