Return Policy

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 novillashop.com.

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.

How to Start a Claim

To initiate a return or resolution request, contact our Customer Care Team:

  • Email: support@novilla.us

Please have the following ready:

  1. Order ID (from your confirmation email)
  2. Your full name, phone number, and email address
  3. Photos or videos of the product and, for mattresses, the law tag
  4. A brief description of the issue

We respond to all requests within 24 business hours. Once a refund is approved, you'll see the money back in your account within 5–10 business days, depending on your bank or credit card provider.

Frequently Asked Questions

Q: What if I used financing (e.g., Affirm) to purchase?
Refunds are processed back to your financing account. If a partial refund is applied, the amount will be credited against your remaining balance.

Q: Can I return more than one mattress?
Our Sleep Trial is limited to one mattress per household per year. This helps us keep our prices fair for everyone.

Q: What if my mattress arrived damaged or defective?
That's a warranty matter, not a return. Contact us immediately with photos or videos, and we'll repair or replace it at no cost to you under our Warranty Policy.

Q: What if the return process doesn't work for my situation?
We hear you — and our Free Returns commitment doesn't change. Contact us and we'll work with you directly. Your satisfaction is our priority, and we'll make sure you're taken care of.

Terms & Conditions

  • The 100-Night Mattress Sleep Trial applies only to mattresses purchased directly from novillashop.com.
  • 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.

Last updated: 24/07/2026