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Exchanges & Returns
Ziwi aims to help you conquer your sleep so you can conquer tomorrow. However, if you’re having difficulty on one of our products, we can exchange them or take a return. We’re here to help.
Mattresses
The Ziwi ZiPP Bed Collection and Ziwi Double-ZiPP Bed Collection both come with a 100-day trial period so you can have the confidence in finding the right bed for you. This trial period is 100 calendar days beginning on the date of delivery of the mattress.
While most customers find their Ziwi bed comfortable from the get-go, it is possible that it will take a little time for your body to become accustomed to the targeted back support and pressure relief our ZiPP™ technology provides. Don’t panic if you need a few nights to fall in love. Because of this occasional adjustment delay, we require sleeping on the bed for a minimum of 20 nights before initiating an exchange or return. Eligibility for exchange or returns depends on the mattress being clean, undamaged, and with the mattress tag still attached. Photos of the product and tags will be required. It’s a mattress selfie. The terms of the trial period apply only to product bought on the ziwi.com website.
Exchanges
After the 20 nights minimum but before the 100-day trial period ends, if you decide you need to exchange the Ziwi bed for a different model, please contact our customer service department by phone or text, as found on our customer service page.
Some customers quickly find that the ZiPP™ technology is making a difference in their sleep but that they should have opted for a different model. We strive to get you the right bed the first time, but if you need to switch to different one, you are allowed one exchange within this period. This is why we recommend working with our customer service team, they can help you make an informed decision. They can help identify whether you just need a little more adjustment time on your new Ziwi bed or how the sleep experience should change on a different model.
If an exchange occurs within the trial period, your 100-day trial will continue to be calculated from the date the first mattress was delivered (or 30 days from the delivery of the second mattress, whichever is longer). Ziwi makes every effort to have the first mattress removed the same day the second is delivered, but there may be a delay in retrieving the first mattress. Each customer is allowed only one exchange.
Returns
After the 20 nights minimum but before the 100-day trial period ends, if you decide you need to return the Ziwi bed, please contact our customer service department by phone or text, as found on our customer service page. We will refund the full product price of the mattress less the value of any discount received, free product received at the mattress sale, interest accrued, and shipping charges once the mattress has been picked up by Ziwi or an authorized partner. Ziwi or said partner will arrange a time to remove the mattress for you.
Costs
During the first two years of the warranty on a mattress, you will have no cost and will not need to pay for shipping of any new or repaired mattress to you. In the event that you prove through photos or videos to Ziwi’s satisfaction that a mattress needs to be replaced, you will not need to ship the mattress to Ziwi but must show evidence of legal disposing of the defective mattress to a government-controlled landfill or recycling center (not selling it or donating it, because it is defective). If you elect not to provide such photographs, videos, and disposal evidence in accordance with instructions received from Ziwi, and for all other products and time periods, you will be responsible for the cost of returning the warrantied product or part to Ziwi as well as the cost of Ziwi shipping a replacement product to you. Ziwi is not responsible for any costs beyond replacement or repair, including direct or indirect costs of any and every type, and in no case will Ziwi’s financial responsibility be greater than the purchaser’s original purchase price paid.
Pillows
Ziwi is proud to offer quality pillows to improve your sleep experience. Pillows are more than just decoration, they serve an important part of your sleep comfort – head and neck support. Thank you for taking a chance on our pillows. Should you find that the pillow is not serving you sufficiently well, the terms of our exchange and returns policy are below.
Exchanges
We do not offer exchanges on pillows. You could return it if you’re within the return timeline and purchase a different pillow if you wish. We’re happy to accommodate.
Returns
Pillows with the zig-zagging ZiPP™ technology are offered with a 100-day trial period. The trial runs 100 calendar days beginning from the delivery of the pillow and you may return it for a full refund of the paid product price. Pillows purchased on a buy-one-get-one-free or buy-one-get-a-second-below-full-retail, may only be returned for a full refund if all pillows bought/received are returned together. Customers will be responsible for shipping costs on returns. As it may take some time for you to adjust to the supportive nature of these pillows, we require you sleep on the pillow at least 30 nights before initiating a return with our customer service department. To be eligible for returns, the pillow must be free of damage and it must be clean.
Pillows that do not feature the ZiPP™ technology are offered with a 30-day trial period. The trial runs 30 calendar days beginning from the delivery of the pillow. To be eligible for returns, the pillow must be free of damage and it must be clean.
Frames
Exchanges and Returns
Ziwi frames, bases, and adjustable bases are high quality product that we are proud to sell. We do not offer returns, refunds, or exchanges on them.
Bedding
Ziwi has curated bedding products that are intended to work with our beds to maximize your ZiPP™ experience. Mattress Protectors and sheets have been developed to stretch beneath you, minimizing the restriction on contouring. Non-stretchy versions may keep your hips/shoulders from sinking into the bed as far as needed or they may restrain the bed from reaching up into the small of your back for support. Should you find that our bedding is not up to snuff, the terms of our exchange and returns policy are below.
Exchanges and Returns
Bedding refers to mattress protectors, sheets, blankets, and comforters. These products are manufactured to high industry standards and are chosen for their ability to collaborate with the performance of a Ziwi bed. We offer a 30-day trial period that begins on the date of delivery and runs for 30 calendar days. We do not offer exchanges on these products, but we will accommodate returns should you find the product unsatisfactory. To be eligible for returns, the bedding product must be free of damage and it must be clean.Contact our customer service department to initiate a return.