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Returns & exchanges

Returns and Refunds

Mattresses

The 120 night trial serves as the return policy for the selection of Noa mattresses. Upon receiving your brand new mattress, you’ll have 120 nights to try it out in the comfort of your own home. If it’s just not right for you, email us at [email protected] during the trial period. We’ll schedule a free return pick-up. Once collected, we’ll refund you in full in the original form of payment.

Buyers qualify for a 120 night trial return and refund for one (1) mattress only per shipping address. The return must be exercised no later than the 120th day following delivery of your purchase. No exceptions will be made.

Our Dream Bundle discount applies to orders including at least one (1) mattress and one (1) bed / bed frame. In the event that either item is returned for a refund, the remaining item(s) you retain will no longer be eligible for the discount and therefore, the price difference will be deducted from your refund.

Noa mattress returns are typically either donated to (1) local charities or (2) organizations that recycle the product’s raw materials. All customers receive a brand new mattress (compressed and rolled) in its original box. Once opened, neither Noa Home or any consumer may re-compress and re-roll it (i.e. such a process requires the use of heavy, industrial and specialized equipment not readily accessible). For security, sanitary and legal purposes, it would be illegal for us to re-sell used mattresses.

Terms of eligibility

Noa Home requires that the customer sleep on the mattress for a minimum of 30 nights to allow adequate time to adjust to the qualities of the new mattress and properly gauge their satisfaction.

Mattresses with physical and/or structural damages including, but not limited to, stains, burns, tears, cuts, or liquid damage will no longer be eligible for a return, exchange or refund. Customers are encouraged to use a mattress protector (purchased separately) to protect the mattress and help prevent damages to the product.

The mattress must be readily available / accessible at the first point of entry of the pick-up address. If necessary, the customer is responsible for bringing the mattress up / down any flights of stairs to the pick-up point.

Sofas, sectionals and armchairs

We’re confident that you will love your Noa Home furniture. After all, we want to help you create your perfect space. If you decide that the piece isn’t quite right, you can initiate a return within 30 days of receiving your delivery.

We’re proud to offer a free, premium, two-man home delivery service (within our standard service area) to provide a seamless shopping experience for you.

If you wish to return your product, please make sure that the piece is in “as-new condition’ with all original packaging on hand.

Returns that are made within our standard service area are subject to a flat return shipping fee of $150 plus applicable taxes. Returns outside of our standard service area are subject to a return shipping fee in the same amount of the original delivery charge – a minimum fee of $150 plus applicable taxes applies.

Please note that the transporter is unable to collect unprotected products nor provide packaging materials at the time of pick-up. Customers are responsible for repackaging the item in its original packaging beforehand. If the original packaging was not kept, we ask that you source an alternative protective material such as bubble wrap.

Once your product has been collected, the returned item will be inspected within 3-7 business days after having been received at our warehouse. Once we validate that the product is in “as-new” condition, our team will process your refund in the original form of payment minus the return shipping fee applicable to your service area.

A product is considered “as-new” based on the following:

Returns, exchange requests or warranty claims made relating to stains, marks, halos, spots, soiling, discolouration, etc. to your upholstered products will not be considered.

Beds

Beds are eligible for a return pick-up and refund within 30 days of delivery. The product must be unopened and unassembled (brand new in its original condition).

Returns that are made within our standard service area are subject to a flat return shipping fee of $150 plus applicable taxes. Returns outside of our standard service area are subject to a return shipping fee in the same amount of the original delivery charge – a minimum fee of $150 plus applicable taxes applies.

Bedding

Small items including bed linens, quilts, pillows and mattress protectors are eligible to return for a $19 plus applicable taxes return shipping fee within 30 days of delivery.

The brand new, unopened and unused item must be returned in its original condition and packaging. The returned item will be inspected within 3-7 business days of arriving at our warehouse. Once we validate that the product is brand new in its original packaging, we will process your refund minus the return shipping fee.

Rugs

Rugs are eligible for a return and refund within 14 days of delivery.

Buyers qualify for only one (1) return or exchange on their rug purchase.

All return requests are subject to a 15% return shipping fee. The original packaging is required in order to request a return.

Return or exchange requests relating to stains, marks, halos, spots, soiling, discolouration, etc. to your rug will not be considered.

Dream Bundle Discount

Our Dream Bundle discount applies to orders including at least one (1) mattress and one (1) bed / bed frame. In the event that either item is returned for a refund, the remaining item(s) you retain will no longer be eligible for the discount and therefore, the price difference will be deducted from your refund.

Faulty or Damaged Products

If you notice that your product or its individual components are damaged or defective upon unboxing, please notify us immediately by email at [email protected] within three (3) days of receipt of your delivery, along with photos illustrating the damage or defect. If photos cannot clearly portray the issue, you may provide us with a short video instead. Once our team has assessed your claim, you will be provided with a suitable resolution. Exchanges of products and / or replacements parts will be determined by Noa Home, at its sole discretion. 

Requests for an exchange, repair or replacement (for either a product or part) must be made prior to assembly and / or use of the product, and require the original packaging. Claims made after three (3) days of receipt of delivery are subject to fees.