At Novilla, we believe that great sleep shouldn't come with hesitation. That's why we've designed our return and trial policies to give you the confidence to find the perfect match for your needs — with no pressure, no hidden fees, and no complicated procedures. Whether you're considering a mattress, topper, pillow, or bed frame, we've made it simple to try, and just as simple to return if it doesn't feel right.
100-Night Mattress Sleep Trial
We believe everyone deserves good sleep — and a worry-free way to find it. Every Novilla mattress comes with our 100-Night Mattress Sleep Trial. If you're not sleeping better, we'll make it right at no cost to you.
What matters most: is your mattress still in the box, or already on your bed?
Step 1 — Warranty first. Visible dent (≥1 inch), cracks, splits, seam failure, or anything listed in our [Warranty Policy]? That's a warranty claim — we'll repair or replace at no cost.Step 2 — This page. No defect, but you're just not happy with the feel? Changed your mind? Within your trial window? You're in the right place. We'll resolve it below.
📦 Still in the Box? — Free Returns
If your mattress is still in its original vacuum-sealed packaging, or has been opened but shows no signs of use and can be restored to its original packaging, returning it is simple:
- Window: Within 30 days of delivery
- What we do: Email you a free prepaid return label
- What you do: Keep the mattress in its original vacuum-sealed packaging and drop it off at the carrier
- Refund: 100% full refund once the return tracking shows the package is on its way back
This also applies to unopened pillows, toppers, and bed frames purchased from Novilla.
Tip: If you're unsure about your purchase, don't open the package right away. Once opened, the mattress expands and cannot be re-boxed — which means the return path changes (see below).
🛏️ Already Sleeping on It? (Opened)
Once a mattress is unpacked, the foam expands to its full size and cannot be compressed back into the box. That's by design — it's what gives you the full sleep experience. Free Returns still apply — we just handle returns a little differently for opened mattresses. Here's how:
Step 1: Give It Time (30-Day Adjustment Period)
Your body needs time to adjust to a new sleep surface. Most people need about 4 weeks before their muscles and spine fully adapt. For this reason, we require a minimum 30-night trial before accepting a return request. If you contact us before the 30-day mark, we'll ask you to keep sleeping on it and reach back out if you're still not satisfied.
Step 2: Start Your Return
After 30 nights and within 100 days of delivery, if you're still not satisfied, contact our Customer Care Team. We'll help you with your return — it's simple and free. Please note, the mattress must be in sanitary, donatable condition — no rips, stains, or signs of excessive wear.
Topper — 30-Day Trial
Try your topper risk-free for 30 days. Toppers are vacuum-sealed — once opened, they expand to full size and cannot be re-boxed. Here's how returns work for each situation:
📦 Still in the Box? — Free Returns
If your topper is still in its original vacuum-sealed packaging, or has been opened but shows no signs of use and can be restored to its original packaging:
- Window: Within 30 days of delivery
- What we do: Email you a free prepaid return label
- What you do: Keep the topper in its original packaging and drop it off at the carrier
- Refund: 100% full refund once the return tracking shows the package is on its way back
✅ Already Opened It?
Within 30 days of delivery, if you're not happy with your topper, contact our Customer Care Team — it's simple and free. Please note, the topper must be in sanitary, donatable condition — no rips, stains, or signs of excessive wear.
Pillows, Bedding & Bed Frames
Product |
Unopened |
Opened |
|---|---|---|
Pillow |
30 days, free label, 100% refund |
Warranty only (no returns once opened) |
Bedding (sheets, duvets, protectors) |
30 days, free label, 100% refund |
Warranty only (no returns once opened) |
Bed Frame (Standard) |
30 days, free label, 100% refund |
Warranty only (no returns once opened) |
Adjustable / Electric Bed Frame |
30 days, free label, 100% refund |
Warranty only (no returns once opened) |
What counts as "unopened"? Same as our mattress rule above — the product is in its original packaging, or has been opened but shows no signs of use and can be restored to its original packaging. Once there are signs of use, the product is considered opened and is covered under warranty only.
For pillows, bedding, and bed frames, opened products are covered by our [Warranty Policy] for manufacturing and material defects. Comfort preferences for these items are not covered under warranty — please choose carefully before opening
⚖️ Terms & Conditions
- The 100-Night Mattress Sleep Trial applies only to mattresses purchased directly from Novilla
- For products purchased through third-party retailers (Amazon, eBay, Walmart, etc.), please refer to that retailer's return policy. We're happy to assist if you encounter difficulties.
- Products purchased from second-hand markets or unauthorized resellers are not covered.
- Novilla reserves the right to modify these terms. Changes will be effective upon posting to this page.
Finally, a friendly reminder: if you're unsure about a product, we suggest waiting to open the packaging until you're reasonably confident it's what you're looking for. Once opened, the return process may change — but we'll always do our best to make it as smooth as possible. Thank you for choosing Novilla— we wish you many restful nights ahead.
Comments
2 comments
Waiting for the refund you emailed me and said that you needed my PayPal email account I sent it to you. Jacqueline Powell angeleyes_93555@outlook.com
The head of my bed won't raise up
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