Brentwood Home Mattress
Customer Help Q & A

Customer Help: Brentwood Home

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 the fact that you never got to touch or feel the mattress before you purchase. That's why mattress manufacturers offer an extended trial period to 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 Brentwood Home’s risk-free trial period?
  • Brentwood Home offers one year (365 days) sleep trial period starting from the date of delivery.

  • Q.3) What is the minimum period you need to try Brentwood Home mattress before initiating a return?
  • Brentwood home recommends a 30-days adjustment period for trying out a new mattress. If dissatisfied, you can return the mattress after the 30 days expiration but before 365 days from the delivery date for a full refund.

  • Q.4) Do I need to keep any of the packaging or boxes?
  • You don't need to keep the packaging or boxes for more oversized items like mattresses; once you finish setting up the mattress, you can dispose of or recycle the packaging or boxes appropriately.

  • Q.5) Do I need to make my own arrangements for shipping product back to Brentwood Home?
  • There is no need to repackage your mattress and ship it back. For all other eligible returns, including toppers, Brentwood home may ask you to repackage the item and drop it off at a local donation center. Rest assured, Brentwood home donation experts will guide you every step of the way. 

  • Q.6) What happens to returned or exchanged products?
  • Brentwood Homework with non-profits to connect returned mattresses with those in need.

  • Q.7) When can I expect a refund for my return?
  • Once your mattress is received in good condition by Brentwood Home for recycling or a direct charitable donation is verified, you will get your full refund within 72 business hours.

  • Q.8) Can I exchange a Brentwood Home mattress?
  • Yes, Brentwood Home offers free exchange, but the exchange of your product will end your sleep trial. If you return or exchange a product from any order, you are not eligible for an additional sleep trial on future charges. A valid original proof of purchase directly from Brentwood Home is required.

Shipping & Delivery (Questions: 9)

Warranty (Questions: 4)

  • Q.1) Does Brentwood Home offers warranty for mattresses?
  • A 25-year limited mattress warranty covers Brentwood Home mattresses.

  • Q.2) What does Brentwood Home’s warranty covers in terms of defects?
  • Any indentation equal or greater than one and a half (1.5) inches that are not associated with the result of a faulty, improper, or unsupportive foundation, box spring, or base.

    A proper bed frame provides substantial support for the mattress, foundation, and user(s). A suitable bed frame is defined for this limited warranty as having a most minor five to six (5-6) leg support for a queen, eastern king, and California king mattress four (4) leg support for twin and full mattresses.

    Brentwood home highly recommends using a Brentwood home-approved foundation, box spring, base, and a structurally supportive bed frame.

    Any cosmetic damages to the mattress are not caused by normal wear and tear, which affects the mattress's performance.

  • Q.3) What defects are not covered under Brentwood Home’s warranty?
  • Brentwood home mattress warranty doesn’t cover:

    A standard increase in softness due to normal usage.

     

    Comfort preference. Brentwood does not make any guarantees on the feel preference of any mattress. Any comfort level description of any mattress is solely provided as a guideline, and Brentwood Home does not guarantee the firmness or softness quality of any mattress.

     

    External abuse or damage to the structure and/or materials, including but not limited to burns, cuts, tears, and/or liquid damage.

     

    Mold, odors, and/or discoloration caused by abnormal care including, but not limited to liquid spills, improper ventilation, including, but not limited to humid climates and/or areas where the mattress is exposed to excessive water or humidity.

     

    Damage associated with an improper bed frame, foundation, box spring, or base as determined by Brentwood Home.

     

    Any sample or floor models, custom-made mattresses, or mattresses purchased from unauthorized resellers of Brentwood Home.

    The Mattresses sold by unauthorized retailers or any reseller. Warranty coverage is dependent on the model of the Brentwood Home mattress and is subject to change.

  • Q.4) What is the remedy if a defect is found?
  • In the event of a defect, Brentwood Home's sole and exclusive liability and your sole remedy under-mattress Warranty will be, at Brentwood Home’s option, to provide a replacement, subject to your fulfillment of the requirements set forth.

Payment & Financing (Questions: 6)

  • Q.1) What forms of payment Brentwood Home accepts?
  • Currently, Brentwood doesn’t accept debit or prepaid cards.

    Brentwood accepts the following forms of payment:

    • Paypal
    • Amazon Pay
    • Shop Pay
    • Google pay
  • Q.2) Does Brentwood Home offer financing?
  • Yes, Brentwood Home offers easy financing through Affirm Financing. Pay over 3, 6, or 12 months with rates starting at 0% APR for qualified purchasers. 0% APR is available only for 3-month, 6-month, and 12-month terms. If you don't qualify, 10-30% financing is offered. Also available are 18, 24 (for $1300+) and 36-month (for $1600+) term options at 10-30%.

  • Q.3) How does Affirm work?
  • Affirm allows you to make your purchase on credit. Affirm offers real-time financing for your purchase. With Affirm, you can now buy and receive your purchase and pay for it in fixed monthly installments. Qualified customers can pay over 3, 6, or 12 months with rates starting at 0% APR. 0% APR is available only for 3-month, 6-month, and 12-month terms. If you don't qualify, Affirm offers 10-30% financing.

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