Refund policy

Comfort, Care & the 100-Night Comfort Promise

The Haven Approach

Buying a mattress online can feel uncertain. What matters most isn’t where you buy — it’s whether your mattress has the opportunity to become the right fit for your body over time.

At Haven, every mattress is hand-built to order. Our comfort approach is designed around long-term sleep outcomes — not instant perfection. That means guidance first, adjustment second, and clear next steps if comfort truly cannot be resolved.

If, after reasonable comfort adjustments, your mattress is clearly not the right fit, you are entitled to one exchange or a full refund within 100 nights of delivery.
That is our 100-Night Comfort Promise.

A Word on Expectations

A Haven mattress is built for durability, support, and years of use. Like a well-crafted pair of shoes, it may not feel perfect on the first night — but it is designed to improve as materials settle and your body adapts.

Haven is designed for customers who value:

  • Craftsmanship over disposability

  • Long-term comfort over instant softness

  • Guided support during adjustment

  • Responsible and sustainable return practices

Our mattresses are not intended as short-term sleep solutions and are not medical devices intended to diagnose or treat health conditions.

What Most Customers Experience

From years of customer experience, we see a consistent pattern:

  • The vast majority of customers settle in comfortably within the first few weeks

  • Initial firmness is common due to compression during shipping

  • Foam and coil systems require time to relax and contour

  • Comfort layers adapt gradually to individual body shape

With regular use, most comfort concerns naturally improve during the first few weeks.

The 30-Night Adjustment Period

Your 100-night trial begins on the day your mattress is delivered (Delivery Day = Day 1).

Returns and exchanges are eligible from Night 31 through Night 100.

During the first 30 nights, customers have access to:

  • Comfort coaching

  • Fit troubleshooting

  • Base and support review

  • Optional topper recommendations

  • Exchange planning (if appropriate, scheduled after Night 30)

This adjustment period allows both your body and the mattress to properly settle before decisions are made.

Comfort Consult (Required Before Return or Exchange)

If comfort concerns remain after the 30-night adjustment period, we begin with a short Comfort Profile followed by a 15-minute Comfort Consult with a Haven specialist.

This allows us to:

  • Review sleep position and alignment

  • Assess firmness and pressure feedback

  • Identify environmental or base-related factors

  • Determine whether a small adjustment could meaningfully improve comfort

Before moving to an exchange or return, our first priority is to ensure you are not one small adjustment away from your best sleep.

If Comfort Cannot Be Resolved

If, after reasonable steps, the mattress is clearly not the right fit:

  • You are entitled to one (1) exchange per household within the 100-night window
    or

  • You may choose one (1) full-refund return per household, with pickup coordinated and covered by Haven

Refunds reflect the promotional price paid and applicable taxes.
Refunds are processed to the original method of payment once the mattress is received or confirmed for donation.

Custom-size mattresses are final sale.

Return Condition Requirements

To support donation and responsible reuse wherever possible, returned mattresses must be:

  • Clean and free of stains or damage

  • Smoke-free and odor-free

  • Properly protected for transport (original plastic or an appropriate mattress bag)

Mattresses not kept in donatable condition may not qualify for return or refund.

Bundles & Promotional Pricing

If a mattress purchased as part of a bundle is returned:

  • Refunds reflect the promotional mattress price paid

  • Bundle discounts may be adjusted accordingly

Remote & Northern Locations

We proudly serve remote and northern regions.

Due to logistics in certain areas, returns may require additional coordination. Our team will provide clear guidance specific to your location to ensure a smooth process.

Important Clarifications

  • Haven mattresses are not designed for infant or crib use

  • Our products are not medical devices

  • Comfort timelines vary by individual

Clear communication and patience throughout the adjustment period are essential to long-term satisfaction.

We’re Here to Help

If something doesn’t feel right, reach out before giving up on your sleep.

Our team is here to help you find lasting comfort — not rush you into starting over.

📞 1-844-MY-HAVEN (844-694-2836)
✉️ customercare@havenmattress.ca