Helix Return Policy (2025 Guide)
Buying a mattress online can feel like a gamble. What if it’s too soft? What if it hurts your back? The Helix return policy is designed to take that stress away, but it works differently than returning a shirt or a pair of shoes. Because it takes time for your body to adjust to a new bed, Helix has specific rules about when you can start a return.
This guide covers everything you need to know about the Helix return policy for 2025. We explain the mandatory break-in period, the 100-night trial, which items (like adjustable bases) cannot be returned, and exactly how to schedule your free pickup.
Helix Return Policy Overview
The core of the Helix policy is the 100-night sleep trial. However, you cannot return the mattress immediately. Helix requires you to sleep on the mattress for at least 30 days (the break-in period) before initiating a return. If you still don't love it after day 30, they will arrange a free pickup and refund your money.
Here is a quick summary of the policy highlights:
| Topic | Details |
|---|---|
| Return Window | 100 nights total (returns allowed between Day 30 and Day 100) |
| Break-In Period | Mandatory 30 days before a return can be started |
| Eligible Items | Mattresses, Foundations, Frames, Accessories (windows vary) |
| Return Method | Online form request followed by arranged pickup |
| Refund Method | Refund to original payment method |
| Non-returnable Items | Adjustable Bases (once opened), damaged items, items moved internationally |
| Return Fees | None for mattresses (Free pickup) |
Return Window & Eligibility
To successfully return a product, you must act within the specific timeframes assigned to each product type. The return window varies significantly depending on what you bought.
The 100-Night Mattress Trial
For all Helix mattresses, you have a 100-night sleep trial.
- The Break-In Rule: You must keep the mattress for at least 30 days.
- The Return Period: You can initiate a return strictly between Day 30 and Day 100.
- Condition: The mattress must be in a donatable condition. It cannot be stained, damaged, or abused.
- Tags: Do not remove the legal law tags attached to the mattress.
Other Product Timelines
- Foundations & Frames: Covered by a 30-night sleep trial starting on the delivery date.
- Sleep Accessories: Items like pillows, toppers, protectors, and sheets must be returned within 30 days of delivery.
- Adjustable Bases: These generally do not have a trial period once opened (see non-returnable section).
Eligibility Checklist
Before starting a return, ensure you meet these criteria:
- ✅ You are the original purchaser (order number required).
- ✅ You are within the trial window (after the break-in period).
- ✅ You have not returned more than two mattresses (limit: 2 returns per household).
- ✅ The item is located in the United States or Canada.
How to Return Items to Helix
Returning a mattress is different from returning a small package. You generally do not need to box the mattress back up yourself.
Online Returns (Mattresses)
Helix handles mattress returns through a pickup service. You cannot drop a mattress off at a shipping center.
- Wait out the Break-In Period: Ensure you have owned the mattress for at least 30 days.
- Locate Your Order Info: Find your order number in your original confirmation email.
- Visit the Helix Return Portal: Go to the Helix website and navigate to the "Returns" or "Contact Us" page.
- Submit the Form: Fill out the required form with your order details and reason for return.
- Wait for Authorization: A support agent will review your request.
- Schedule Pickup: Once approved, Helix will help coordinate a pickup with a removal partner or local charity.
- Proof of Removal: You may need to provide proof that the item was picked up to finalize the refund process.
Returning Accessories (Pillows, Sheets, etc.)
Smaller items follow a more traditional mail-in process.
- Submit a return request via the online form.
- Once approved, follow the instructions provided by support.
- You may be issued a label or instructions on how to ship the item back.
- Items must be returned in good condition.
In-Store Returns
If you purchased a Helix mattress at a third-party retail store (not directly from HelixSleep.com), the online policy does not apply. You must return the item to the store where you bought it, following their specific in-store return guidelines.
Refund Methods & Processing Time
Once your return is initiated, the refund process is relatively straightforward, though it is not instant.
- Refund Method: Funds are returned to your original payment method. Helix generally does not offer store credit unless specifically requested or under unique circumstances.
-
Processing Time:
- Getting the pickup scheduled can take a few days.
- Once Helix receives proof of pickup/removal, the refund is processed.
- It typically takes 5 to 7 business days for the funds to appear in your account, though the full cycle can take up to 3 weeks depending on pickup availability.
- Shipping Costs: While return shipping (pickup) is free, the original shipping fees you paid when buying the mattress (if any) are usually non-refundable.
Exchange Policy
If your mattress feels too firm or too soft, you might prefer an exchange over a full return.
- Eligibility: You can exchange your mattress within the 100-night trial window (after the 30-day break-in).
- Process: Contact support to request an exchange. You will typically return the original mattress via the standard pickup method.
- Value: Exchanges are generally available for models of equal or greater value.
- Limit: The 100-night trial typically applies to the original purchase. Confirm with support if your new exchanged mattress carries a fresh trial period.
Non-returnable or Restricted Items
Not everything Helix sells can be sent back. It is crucial to read this section before buying expensive bases.
- Adjustable Bases: Once you remove an adjustable base from its packaging, it is non-returnable and non-refundable. There is no trial period for opened bases.
- Opened Floor Mats: Must be unopened to qualify for a return.
- International Returns: If you move the mattress out of the USA or Canada, the warranty and return policy are voided.
- Damaged Items: Mattresses that are soiled, stained, or abused are not eligible for return.
- Excessive Returns: Customers are limited to two returns per household.
Fees, Deductions & Exceptions
Helix is very transparent about costs, which is a major benefit for customers.
- Restocking Fee: Helix generally does not charge a restocking fee for mattresses returned within the trial period.
- Return Shipping: Helix covers the cost of the mattress pickup.
- Original Shipping: If you paid for expedited shipping or a specific delivery fee when you bought the item, that specific amount is usually not refunded.
- Cancellations: If you order a fitness product or accessory and try to cancel, fees may apply if the order isn't cancelled within 24 hours (e.g., potential freight or restocking fees on specific non-mattress items).
Holiday & Extended Return Policies
Currently, Helix does not publish a specific "Holiday Return Policy" that extends the standard windows.
- The 100-night trial is long enough that it usually covers holiday gifts automatically.
- If you buy a mattress in November, your return window extends well into February or March, covering the post-holiday season naturally.
Customer Support & Contact Information
If you run into issues or need to start your return, here is how to reach Helix support.
- Phone: (831) 777-5976
- Online: Use the "Contact Us" form on the Helix Sleep website.
- Live Chat: Available on their website during business hours.
- Hours: Support is generally available during standard business hours (Pacific Time).
Tip: When contacting support, have your order number ready to speed up the process.
Frequently Asked Questions
Can I return a Helix mattress before 30 days?
No. Helix enforces a mandatory 30-day break-in period. You must keep the mattress for at least 30 days to allow your body to adjust before a return request will be accepted.
Does Helix charge a restocking fee?
No, there is typically no restocking fee for mattresses returned within the 100-night trial period. Helix also covers the pickup costs.
What happens to the returned mattress?
Helix coordinates with local removal partners. Whenever possible, returned mattresses are donated to local charities or recycled, rather than being resold.
Can I return an adjustable base?
Generally, no. Once an adjustable base has been removed from its packaging, it is considered final sale and cannot be returned.
How many mattresses can I return?
Helix limits returns to two items per household. This prevents abuse of the free trial system.
Do I have to box the mattress back up?
No. For mattresses, you do not need to compress it back into the box. The pickup service will remove it as is. However, accessories usually need to be boxed for mail-in returns.
Can I return a Helix mattress without a receipt?
You need proof of purchase, which is usually your order number. Since most Helix orders are online, search your email for the confirmation to find this number.
How long does the refund take to appear?
Once Helix verifies the item has been picked up, the refund is processed immediately but may take 5-7 business days to show up on your credit card or bank statement.
Disclaimer: Return policies may change at any time and can vary by location. Always confirm details on the official Helix website or with your local store. Information verified November 2025.
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