Purple Return/Exchange & Refund Policies

Thank you for shopping Purple!

If you are not completely satisfied with your purchase, we’re here to help.

Please note that returns and exchanges cannot be handled through social media. In order to make a return or exchange, you must call or email our Customer Delight team before starting your return. Failure to properly follow our return or exchange protocols may result in an inability to return or exchange your product and an inability to provide any refund.

Also note that Purple CANNOT provide refunds for orders made through Amazon.com. If you ordered through Amazon, YOU MUST CONTACT AMAZON TO RETURN YOUR PURCHASE.

Customer Delight contact information: info@onpurple.com

Returns

Mattresses:

You have 100 calendar days to return your Purple® Bed from the date of delivery. We recommend sleeping on your Purple® Bed for at least 30 nights to allow your body to properly adjust. For recommendations on how to make your sleep experience better, please contact us using the information below or check out our blog!

To be eligible for a return, your Purple® Bed must be clean and undamaged.

How to Return Your Purple® Bed.

Option 1: Charity

1. Find any charitable organization and donate the bed. Depending on who you find, they may be willing to send someone to pick it up. The charity does not need to pay anything, they just need to give you a receipt showing that you donated the mattress and that it was picked up (or dropped off).

2. Scan the receipt from the charity (or take a cell phone photo of it) and email it to Purple. Purple will verify the donation and provide a full refund to you. The receipt must indicate that it is a Purple® mattress, show the date, and show the name and phone number of the charity.

Option 2: Recycle

1. Find a recycler. Call Customer Delight if you need help finding a recycler in your area.

2. Scan the receipt (or take a cell phone photo), email it to us, and (after our phone call to the recycler for verification) Purple will provide a full refund to you. The receipt must indicate that it is a Purple® mattress, show the date, and show the name and phone number of the recycler.

Option 3: Let Purple Help

1. You will get a phone call within a commercially reasonable time from the party picking up the mattress to arrange pickup.

2. The number of days before actual pick-up will vary depending on where you live, and on when we arrange with the charity or disposal company to pick it up.

3. You will scan the receipt (or take a cell phone photo), email it to us, and (after our phone call to the party picking up for verification) Purple will provide a full refund to you. The receipt must indicate that it is a Purple® mattress, show the date, and show the name and phone number of the party picking it up.

Option 4: Your Body Will Thank You

Mattresses take some time to get used to, especially mattresses that provide support where you might not have been used to getting support. Just for asking, we’ll extend your 100-night trial another 30 days if you want to give your body a little more time to adjust to Purple before making your final decision.

Contact:
Email: returns@onpurple.com
Phone: 888-848-8456

Seat Cushions:

You have 30 calendar days to return your Purple® Seat Cushion from the date of delivery. To be eligible for a return, your Purple® Seat Cushion must be clean and undamaged.

How to Return Your Purple® Seat Cushion.

1. Feel Good Option: Donate your cushion to an organized charity in your area. If you need help finding one, please let us know. If you choose this option make sure you get a receipt from the charity on their official letterhead.

2. The Stress Relief Option: This might sound like a unique way to start the return process of your seat cushion, but hey… we define unique! So, here it is…… (drum roll please) …… Could you please grab a pair of scissors and cut that cushion in half or even fourths! Then, email us a picture with you and the cut-up cushion and voilà! Your refund will be issued. It’s that simple!!! Now, I know you are probably thinking….”What?? It’s that simple??” And the answer to that question is “YES, yes it is!” Here’s why — we do not resell used seat cushions, we want everyone to know they are getting a brand-new Purple® Seat Cushion.

3. The Boring Option: If none of the above will work for you, then let us know and we can email you a FedEx Return Label. You ship it back to us and we will recycle the seat cushion.

**In order to get your refund, we will need a picture of the cut-up seat cushion or charity receipt emailed to us by the end of your 30-night trial.

Pillow:

You have 100 calendar days to return your Purple® Pillow from the date of delivery. We recommend sleeping on your Purple® Pillow for at least 30 nights to allow your body to properly adjust. For recommendations on how to make your sleep experience better, please contact us using the information below.

To be eligible for a return, your Purple® Pillow must be clean and undamaged.

How to Return Your Purple® Pillow.

1. Feel Good Option: Donate your pillow to an organized charity in your area. If you need help finding one, please let us know. If you choose this option make sure you get a receipt from the charity on their official letterhead.

2. The Stress Relief Option: This might sound like a unique way to start the return process of your pillow, but hey… we define unique! So, here it is…..(drum roll please)……Could you please grab a pair of scissors and cut that pillow in half or even fourths! Then, email us a picture with you and the cut-up pillow and voilà! Your refund will be issued. It’s that simple!!! Now, I know you are probably thinking….”What?? It’s that simple??” And the answer to that question is “YES, yes it is!” Here’s why — we do not resell used pillows, we want everyone to know they are getting a brand-new Purple® Pillow.

3. The Boring Option: If none of the above will work for you, then let us know and we can email you a FedEx Return Label. You ship it back to us and we will recycle the pillow.

**In order to get your refund, we will need a picture of the cut-up pillow or charity receipt emailed to us by the end of your 100-night trial.

Mattress Protector:

Due to the nature of the product there is no trial or return policy for the Purple™ Mattress Protector.

Sheets:

Due to the nature of the product there is no trial or return policy for the Purple™ Sheets.

Platfrom Base:

Due to the nature of the product there is no trial or return policy for the Purple™ Platform Base.

PowerBase:

Due to the nature of the product there is no trial or return policy for the Purple™ PowerBase.


Exchanges

Mattresses:

You have 100 calendar days to exchange your Purple® Bed from the date of delivery. The second bed is ineligible for return or exchange.

To be eligible for an exchange, your first Purple® Bed must be clean and undamaged. You must email Customer Delight before starting the return process to confirm you’re eligible for exchange.

Step 1. To start the upgrade process, please order the size desired! Then, email the Customer Delight team at info@onpurple.com. A rep will put your order on rush to shorten the shipping time for your new bed.

Step 2. We need to find your old bed a new home! Please locate an organized charity or church (they are so lucky!) to donate the first mattress to. The Charity will give you a receipt. Please take a picture of the receipt and email it back to us and we will refund your order. If that is not available in your area you can try to arrange to have a recycling company pick it up (every city is different), at your cost. Once it has been donated and a picture of the receipt emailed to us, we can give you a full refund of the first mattress.

A few things to consider before upgrading — The replacement mattress does not come with the 100 night trial, however, it will still have our amazing 10 year warranty so no worries!

Seat Cushions:

You have 30 calendar days to exchange your Purple® Seat Cushion from the date of delivery. To be eligible for a return, your cushion must be clean and undamaged.

You may exchange your Purple® Cushion in one of two ways:

  1. You may purchase the new Purple® Seat Cushion in its entirety and initiate a standard return for your first cushion. The refund will be issued once the first cushion has been successfully returned. If you choose not to return the first Purple® Seat Cushion for a refund, the standard 30-day return period is eligible for both cushions.
  2. You may return your first Purple® Seat Cushion like normal and receive a refund or store credit to apply to the purchase of your new Purple® Seat Cushion. The refund or store credit will be issued when the first Purple® Seat Cushion is successfully returned.

Refunds

Your purchase will be refunded to the original method of payment or as store credit once the return is confirmed

Shipping

Purple will cover the shipping or pickup charges for returns and exchanges, except when there are extenuating circumstances. You will be informed beforehand if extra charges will apply.

Contact Us

Please note that returns and exchanges cannot be handled through social media. In order to make a return or exchange, you must call or email our Customer Delight team.

You can contact us here:

Email: returns@onpurple.com

Call: (888) 848-8456

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