There is nothing more important to us than a happy customer, so we stop at nothing to make sure you’re back science bed is not just working temporarily, but really becomes the solution to give you both the back support and sleep comfort you need over the long haul. That’s why we give you the full 365 nights to try the mattress and make sure it suits your needs perfectly. Should the mattress feel like it’s too soft or too firm, unlike other competitors, we don’t just have to have it dumped in a landfill.  Instead, we will modify and specifically customize it to suit your exact needs, and there’s no cost whatsoever to make this happen. We also offer a complete exchange to a different model, or even a different brand, since our flag ship store carries practically every brand you could think of, and there are no restocking fees, or any shipping fees whatsoever. Lastly, if none of these options end up fixing the problem, we then offer a full refund of the mattress purchase price at no cost whatsoever (that even includes no additional shipping costs)!

The Finer Details of Our Mattress Satisfaction Guarantee

Thankfully, Back Science works for about 93% of our customers from the outset, but in case it does not meet your specific needs, we are here to help!  We have found that sometimes it can take a few weeks to really know if a mattress is working for you, since there is a bit of a break-in and acclimation period, so we do recommend that you give it 21 nights see how it functions before deciding that you may need a modification or exchange.  However, this is not required if for any reason you feel like you chose the wrong model altogether, since your sleep is extremely important to us and in cases like that, we will want to get things moving much quicker to fix any issues you have.

• If the mattress is not giving you the support or comfort you need, it is a very simple matter for us to quickly send you very customized layering via UPS or FedEx that can easily be inserted into your GripLock™ zipper removable mattress cover to modify your mattress to make it the perfect fit for your needs.  Our sleep experts are standing by to assist you and you will be surprised at how adept we are at finding a solution to any issues you have and you can feel great knowing that while this is an extra step, you are helping save the planet from unnecessary waste that a large mattress takes up every time one gets returned.  
• If you choose to exchange the mattress for another model, you simply need to let us know which model you would like and you will only pay or receive a refund for whatever difference there is between models.
• We also want you to have every choice, so we even offer completely free exchanges for any of the many nationally known brands our Ultrabed Mattress store in Agoura Hills, CA carries (subject to availability).
• Should the mattress modification and exchange if chosen, not fix the issue you are having, we then offer a completely free return of the mattress for a full refund of the purchase price, less any extra fees you may have spent for extra services, such as “White Glove” set-up delivery. We can’t emphasize enough how easy it is to customize the mattress when needed and how often it fixes the issue for our customers, making it very important that you at least give the mattress a fair chance to be modified and exchanged if necessary, before opting to give up on finding that perfect sleep that we know we have been able to provide for some of the more challenging customer situations.  Its our way of helping you and helping the world at large from unnecessary waste, not to mention grouchy and unhappy sleep deprived zombies!
• This exchange or return offer does not apply to electric bed bases or foundations, as we do expect that a customer will have an understanding of what they will accomplish before purchasing them and unlike a mattress, it isn’t the same matter of personal preference.
• All bedding and other accessory products, such as pillows, sheets, mattress protectors, mattress toppers, etc. are not returnable for any reason other than manufacturer defect. However, they may be exchanged per our 30-night trial period, detailed below.
• No refunds or exchanges will be accepted for any product that incurs any damage after it is received by the customer. Damage may include, but is not limited to odor or stains from cigarette smoke or urine, food or drink stains, and/or any physical damage from sharp objects.
• Orders that are cancelled after the freight has shipped, but also before it reaches its destination will be subjected to a $99 cancellation fee.  This does not apply to orders that are shipped via full set-up service, as those shipments will require a payment for the full actual round trip shipment fees that is incurred by our company from the freight carrier, which includes the return cost back to our facility.  You would also be responsible for the full round trip shipment fees incurred by our company by the shipping company for the cancellation of adjustable bed.
• If you refuse a delivered item and there is nothing wrong with the package, it will be returned to us and those refused orders will be subject to round trip shipping charges before a refund is issued. You will also be responsible for restocking fees, if applicable.
• Of course, any defective products will be promptly exchanged.
• An RMA (return merchandise authorization) must be obtained before returning your mattress or other items in order for you to receive a refund.
• Any items, such as pillows, sheets, or mattress protectors, offered as a promotion in conjunction with the sale of a mattress will be subtracted from the refund amount at current price if not returned with the mattress, but you may also opt to keep them at the lowest sale price we offer.
• There will be an inspection period of at least 14 days before a credit may be issued. This time is required for inspection and damaged shipment claims before we will release a mattress to outside vendors for display purposes, offer as a fringe benefit to a very lucky employee or send to recycling depots that salvage for parts. Damage as a result of the customer will be deducted from the cost of the mattress. Damage from the carrier will be that carriers responsibility, and a claim for damage must be filed before any credit is issued. No mattress will be re-sold or given to any customer for any reason due to health concerns.

It's important that your bedding and other accessories meet your needs, and that you get the right fit for you. In order to make sure you're not stuck with the wrong fit for you, we offer to exchange your bedding, pillow, sheet set, topper, or mattress protector for similar items of equal or lesser value withing the first 30 days after you receive your item. You may also upgrade to a higher priced item by paying the difference, if you so choose. No returns will be accepted on any bedding, pillows, toppers, sheets, or other bed accessories for any reason other than manufacturer defect.

The Finer Details of Our Bedding Sleep Trial

• You may exchange your bedding, pillow, sheet set, topper, or other bedding accessory for another item of equal or lesser value from our store for 30 days after you received your first item.
• If you choose to exchange your item for another model, you simply need to let us know which model you would like and you will only pay for whatever difference there is between models.
• If you exchange for a lower-priced model you will not be refunded the difference, however you may use the difference as store credit toward your purchase of other items from our store. Store credit is usable only by the original purchaser of the items and is not transferable to any person.
• No exchanges or returns will be made for anyone other than the original purchaser of the items. You must have your email or physical receipt to exchange or return any item.
• This exchange offer does not apply to electric bed bases or foundations, as we do expect that a customer will have an understanding of what they will accomplish before purchasing them and unlike a mattress or bedding, it isn’t the same matter of personal preference.
• All bedding and other such as pillows, sheets, mattress protectors, mattress toppers, etc. are not returnable for any reason other than manufacturer defect.
• No exchanges will be accepted for any product that incurs any damage after it is received by the customer. Damage may include, but is not limited to odor or stains from cigarette smoke or urine, food or drink stains, and/or any physical damage from sharp objects.
• If you refuse a delivered item and there is nothing wrong with the package, it will be returned to us and those refused orders will not be refunded for any reason, and will be subject to round-trip shipping charges before we ship it back out to you.
• Of course, any defective products will be promptly exchanged for a non-defective item.
• No bed set, topper, pillow, sheet set, or protector that has been returned or exchanged after being opened will be re-sold or given to any customer for any reason due to health concerns.

With our 30-Year Limited Warranty* on our Back Science™ Series 1, Series 2, and Series 3 mattress models, as well as our other limited warranties, we offer some of the longest mattress warranties in the business. It's a reflection of our commitment to unwavering quality and premium product integrity. For more information on our warranty, see our Warranty Page or call (800) 667-1969.

If you would like to modify, exchange, or return your mattress or bed set, you can reach out to us by email at support@backscience.com or give us a call at +1 (800) 667-1969