Mattress Return Policy at Factory Direct Mattress – KCK
We believe the best policy is a clear one. At Factory Direct Mattress – KCK, we do not accept returns for refunds. Instead, we support customers through the proper paths that actually apply in the mattress industry: comfort-trial exchanges and warranty-qualified defect exchanges.
Policy Summary (Plain English)
- No returns / no refunds.
- Exchanges only within the applicable sleep trial / comfort trial period.
- If there is a manufacturer defect and the mattress qualifies, we assist you through the warranty process so your bed can be exchanged.
- Some brands (ex: Puffy, WinkBed) include longer manufacturer sleep trials — we honor those full trial terms when applicable.
Comfort Trial Exchanges (Not Returns)
If you selected the wrong comfort level, the goal is to fix the fit — not “return a mattress.” That’s what the comfort trial is for. You’ll sleep on it at home, allow time to adjust, and if comfort still isn’t right, we help you explore an exchange path under the applicable trial terms.
- Most people should allow an adjustment period (often a few weeks) before deciding.
- Comfort concerns usually come down to pressure relief vs support balance.
- Trial length can vary by brand — we honor longer manufacturer trials when applicable.
Need help figuring out if it’s comfort or support?
Schedule a quick visit and we’ll help you diagnose the issue and identify the best exchange path.
Manufacturer Defect Warranty (We Assist You Through the Process)
If something appears to be a manufacturer defect, the mattress must qualify under the manufacturer’s warranty terms. When it does, we’ll help you through the warranty process so your bed can be exchanged.
Document the issue
We’ll guide you on what photos/info the warranty process typically needs (varies by manufacturer).
Confirm qualification
The manufacturer determines if the issue qualifies as a defect under warranty terms.
Exchange process
If approved, we help coordinate the exchange pathway based on the manufacturer’s resolution.
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FAQ: Returns, Exchanges, and Warranty at FDM KCK
Do you accept mattress returns at Factory Direct Mattress – KCK?
No. We do not accept returns for refunds. We support comfort-trial exchanges and warranty-qualified defect exchanges.
Do you offer mattress exchanges?
Yes. We offer exchanges based on the applicable sleep trial / comfort trial terms. Trial length can vary by brand — and we honor longer manufacturer trials when applicable.
What if my mattress has a manufacturer defect?
If a defect is suspected and the mattress qualifies under the manufacturer’s warranty, we assist you through the warranty process so your bed can be exchanged.
How do I start an exchange or warranty request?
Contact us and we’ll help you identify whether it’s a comfort issue (trial exchange) or a defect issue (warranty path), and what steps to take next. Contact us here.
