Refund policy

Custom Mattress Return Policy

All of our custom mattresses are made to order based on the exact size, thickness, and firmness you select. Because of this, custom mattresses are non-returnable and non-refundable for reasons such as change of mind, ordering the wrong size, or deciding the feel is not what you expected.

However, if we make a mistake with your order—such as the wrong size, thickness, firmness, or cover fabric—or if the mattress arrives damaged, we will gladly replace the item at no cost to you. In these cases:

  • Replacement only: We will remake and ship a replacement mattress. Refunds are not offered on custom items.
  • We cover shipping: If the error is on our side, we pay for return shipping (if needed) and shipping of the replacement.
  • Photo & video documentation required: To be eligible, you must provide clear photos and/or a short video showing:
    • The issue with the mattress (size, damage, wrong cover, etc.)
    • The mattress with a tape measure if the size is incorrect
  • Contact us promptly: Please inspect your order upon delivery and contact us as soon as you notice any problem so we can resolve it quickly.

By placing an order for a custom mattress, you agree to this return and replacement policy.

 

 

10-Year Limited Warranty – Custom Mattresses

Foamma USA

Foamma USA custom mattresses are built to order and made to last. We provide a 10-year limited warranty against defects in materials and workmanship under normal residential use.

This warranty applies only to the original purchaser, is non-transferable, and is valid only for products purchased from Foamma USA (or an authorized seller) and used within the United States.

What This Warranty Covers

When your mattress is used on a proper, supportive base, Foamma USA will repair or replace the mattress at no charge if, during the 10-year warranty period, it shows:

  • Visible sagging or body impressions greater than 1.5 inches that are not caused by an improper foundation or bed frame.
  • Foam defects, such as splitting, cracking, or crumbling under normal residential use.
  • Cover construction defects, such as seams coming apart or a zipper that fails due to a manufacturing defect (not misuse or accidental damage).

If we determine that a covered defect exists, we will replace the mattress with the same or a comparable model at no cost for the mattress itself, and we will pay reasonable shipping costs for the replacement within the United States.

Replacement is the sole remedy under this warranty. Refunds are not available for custom mattresses.

What This Warranty Does Not Cover

This limited warranty does not cover:

  • Comfort preferences (for example: “too soft,” “too firm,” or “feels different than expected”).
  • Normal softening of foam or minor body impressions 1.5 inches or less.
  • Incorrect size, thickness, or firmness ordered by the customer.
  • Damage caused by misuse, abuse, or improper handling, including cuts, tears, burns, pet damage, or bending/folding the mattress improperly.
  • Stains, spills, odors, mold, mildew, bed bugs, or other unsanitary or unsafe conditions.
  • Damage or sagging caused by using an improper base or frame, including lack of center support or slats placed too far apart.
  • Mattresses used in commercial, rental, institutional, or other non-residential settings, unless Foamma USA has agreed in writing to different terms.
  • Mattresses that have been altered, resized, or otherwise modified after purchase.
  • Any incidental, indirect, or consequential damages to the extent such exclusions are permitted by applicable law.

Our separate custom mattress return policy still applies; custom items remain non-returnable and non-refundable except where we have made an error in manufacturing the order.

Proper Support Requirement

To maintain coverage, the mattress must be used on a suitable, supportive foundation, such as:

  • A solid platform or slatted base with slats that are close enough together to properly support the mattress; and
  • For Queen, King, and California King sizes: a frame with center support and at least one leg supporting the center rail.

Damage resulting from the use of an improper or unsupported base is not covered by this warranty.

How to Make a Warranty Claim

To submit a claim under this warranty, please contact Foamma USA and provide:

  • Your name, contact information, and order number/date of purchase.
  • Clear photos and a short video of the mattress without bedding.
  • Photos of the bed frame or base.
  • A photo or video showing a tape measure next to any sag or body impression, clearly indicating the depth.

We may request additional photos, video, or information if needed to evaluate your claim. If we determine that a covered defect exists, we will arrange for a replacement mattress and cover reasonable shipping costs within the United States.

Your Rights Under California and U.S. Law

This limited warranty is intended to comply with applicable U.S. and California law, including the California Song-Beverly Consumer Warranty Act and other consumer protection statutes.

  • For California residents: You may have additional rights and remedies that cannot be disclaimed, limited, or excluded. To the extent any term of this warranty conflicts with your non-waivable rights under California law, your California rights will control.
  • For residents of other U.S. states: You may also have specific legal rights, and you may have other rights that vary from state to state. Some states do not allow limitations on how long an implied warranty lasts or the exclusion or limitation of incidental or consequential damages, so certain limitations in this warranty may not apply to you.

Governing Law

Except where prohibited by law, this limited warranty and any disputes arising out of it shall be governed by the laws of the State of California, U.S.A., without regard to its conflict-of-laws principles.