You may return an item for any or no reason, for example, you don't need it anymore, your plan has been changed, or you have a better choice. As a brand that offers products closely related to body feelings and experiences, we totally understand the importance of assisting in solving any return issue. We all know mattresses are heavy and oversized; it takes pains to move or carry a mattress. To avoid unnecessary cost, we advise that you consider it seriously and thoroughly before making a decision on purchasing a mattress, and unpack a mattress purchased from an online store.
Return a Mattress Purchased from Novilla.net
We promise that you can return an item free of charge within the 100-Day Sleep Trial Period as long as it was purchased from Novilla.net. If you would like to return an item from the aforementioned sites, please contact our Customer Care Team with the following info:
- Order ID
- Your complete and correct contact Info: Full name, phone number, and email address
- Law tag
- The return for initiating the return request
- The solution you wish to have
We will reply and process your return within 24 business hours. And btw, we offer Omnichannel Customer Service. You can contact us through any channels that are available to you. To know more details about the service channels, please click [Service Channels] or [Schedule].
Return a Mattress Purchased from Other Sellers or Third Party Platforms like Amazon, eBay, etc.
If you purchased an item from a distributor other than from Novilla.net, please refer to the distributor for their return policies. You know, a distributor may promise different things regarding the return. Here are some examples for your information:
1. If your item is sold by Amazon and/or fulfilled by Amazon, the return needs to be initiated according to Amazon's return policies. And in this case, please contact Amazon to request a return. As we know, Amazon offers a 30-day free return. Please kindly note that you need to initiate the return request within the return period.
2. If you purchased a mattress from an eBay seller, you can contact the seller directly. Of course, if you purchased a Novilla Mattress from Walmart or any other channel, you can also initiate a return request through a similar process.
3. We promise that we will assist on any request return though you purchased from any of our distributors. If you have a hard time returning a Novilla product, we are here to help. Please offer 1) the seller's ID, 2) channel name(like Amazon, or Walmart), 3) order screenshot, and 4) return reason.
Tips on Return Request
1. Please understand that we may request more info to process your return. Your cooperation is of great importance in getting the return request processed.
2. If you wish to return an item before unpacking, please do not open the package as this will save you a lot of hassle to get it repacked.
3. If your item has been unpacked, we advise you to try it for 3-4 weeks as in many cases it may take so long for people to get used to a new mattress.
4. If you purchased a mattress from us, and have tried it for a few weeks, please understand that a topper may solve your issue. Before returning, please contact us and try a free topper.
5. We are unable to process any return request if it is not a Novilla product.
6. If your item was purchased from a second-hand market, please contact the seller directly.
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