We receive requests for refunds and we are as prompt with processing the refunds as we are with delivering mattresses on the same day.
Most of our refunds are processed without a glitch. Less than 5% of all the mattress we sell are returned. Most of the refunds are without any problem as we ensure that the policy is clearly communicated to the customers and also want to prevent the misuse of the policy (which only happens very rarely!)
However, in some cases, we have had to refuse refund/swap because it was clearly outside the 100 Nights Trial Policy. Our intent is not to say "no" to a genuine customer. In fact, we believe that mattress is not a product that someone would buy on impulse and hence we assume that all our customers are genuine. At the same time, as a business, we need to draw a line between being customer friendly and long term sustainability of the company.
In the interest of current and future customers, we thought it is better that we update the blog with those instances so that any misunderstandings can be avoided -