At BoxDrop Mattress Richmond, all mattress sales are considered final. Due to the personal nature of mattresses and for health and sanitation reasons, we do not offer full refunds once a mattress has been delivered or picked up.

However, we do offer exchange and store credit options under specific circumstances as outlined below:

A mattress may be considered for an exchange only if all of the following conditions are met:

• The mattress was purchased directly from BoxDrop Mattress Richmond

• The customer can provide a valid proof of purchase (receipt)

• The mattress has significant physical damage that is not the result of misuse or improper handling

• The mattress qualifies under the manufacturer’s warranty guidelines

Each mattress brand carries its own manufacturer warranty. Customers are responsible for reviewing the warranty details of their specific mattress at the time of purchase.

• Approved returns do not qualify for a cash or card refund

• Instead, customers may receive:

  • A replacement mattress of equal value, or

  • Store credit toward another mattress

• If the replacement mattress is of greater value, the customer is responsible for paying the difference.

• Delivery, removal, and restocking fees may apply.

If damage is determined to be covered by the manufacturer’s warranty, the claim must be approved by the manufacturer before any exchange or credit is issued. Warranty coverage varies by mattress brand and model.

• Mattresses without proof of purchase

• Mattresses without physical manufacturing defects

• Mattresses damaged by misuse, stains, burns, odors, improper support, or normal wear and tear

• Clearance, floor models, and “as-is” items