Trial and warranty are two different clocks

A trial is a change-of-mind window. A warranty is a defect window. They overlap in time and they do not overlap in job. If you remember one thing from this page, remember that.

The trial

Every Thaw mattress has 100 nights, counted from the carrier's delivery scan. The first month is for your body to stop looking for the old bed. You may decide earlier. You may decide on night 99.

Write to [email protected] with the order reference. In the US, UK, Germany, Austria, France, and Israel the plan is a pickup from the door. This website, as you see it now, cannot start that pickup or a refund. Checkout is a structured placeholder. The policy we'd honor once orders are real is written on the trial page, and the numbers (100 nights, 30 for pillows and the topper) can be edited in the shop settings when we change them. If the page and this essay ever disagree, the trial page is the one we mean.

What we will not collect as a "didn't like it": stains, burns, cuts, mold, a bed that lived on a broken frame, anything after the window. Those aren't taste. A protector is how you keep a spill from becoming that list.

Pillows, the Mantle topper, sheets, and the duvet have 30 nights, and only if they can be resold in hygienic condition. A used Keeper comes back only if it arrived faulty.

The warranty

Ten years, limited. The draft we'd put in the box covers manufacturing faults: a foam that splits, a coil that breaks, a seam that opens in ordinary use. It does not cover a body impression of the kind every foam bed develops where you sleep. It does not cover stains, burns, or a base that didn't support the mattress. The full wording is on the warranty page, including the part where the owner has to be the original buyer and the bed has to have been used with a proper foundation.

People get angry about impressions because the dip looks like a defect. A dip you can see from across the room, deeper than the normal soften of a slept-on bed, is a conversation. A shallow cradle where you lie is the bed doing what foam does. Photograph it with a straightedge if you want us to look. Don't describe it as "ruined" if a glass of water would still sit there.

How the clocks interact

Inside the 100 nights, a defect is still a defect. You don't have to "finish the trial" to report a broken zipper or a coil that pokes. After the 100 nights, dislike is no longer a return. A fault still is, inside the ten years, on the terms written in the warranty.

What we need in the email

The order reference, the size, which bed (Drift, Harbor, Loom, Current), and a photo if the issue is visible. "It's not right" is a start. "My shoulder is worse than on the old bed, I'm a side sleeper, it's night 18" is a useful letter. We can tell you whether that sounds like a feel mismatch, which is a trial return, or something we should see as a fault.

A letter that gets a useful reply

"Hi, order 1842, Harbor, queen, night 22. I sleep on my side. The shoulder I sleep on is more painful than on my old bed, and it's worse this week than last week. The room is cool. I haven't added a topper. Photo of the base attached. Please start a return."

That letter has everything. The one we can't act on is "this mattress is a scam, I want a refund" with no size and no night count, sent from a different email than the order. We'll still answer. It will be slower, and we'll ask for the facts the first letter already had.

If you're inside the warranty years and outside the trial, say that. "Night 400, dip in the center, straightedge photo, original buyer" is a warranty letter. Don't call it a trial. The word changes which rules we open. And if you're writing about a pillow, say it's the pillow. People mix the 30-night accessory window with the 100-night mattress window and then feel misled by a policy they combined in their head.

FAQ

Does the warranty reset if I move house?

The term doesn't restart. Keep the proof of purchase. The bed is still the same bed.

Can I transfer the warranty if I sell the mattress?

The draft warranty stays with the original buyer. A secondhand sale isn't covered. Say that plainly if you ever resell one.

Is the trial the same in every country we ship?

The night count is. The pickup is planned for the countries listed above. If you're elsewhere, ask before you order, because a return you can't complete is not a trial.