William Lipovsky
Short Answer — Big Lots allows the return of mattresses purchased online and in stores with the original receipt within 30 days of purchase. Big Lots will only accept returned mattresses in new condition; the mattress packaging must be unopened.
Big Lots Mattress Return Policy
You can return or exchange a mattress to any Big Lots location within 30 days of purchase with the original receipt. If you bought the mattress online, you can return it to a store or by mail.[1]
All mattresses (standard and boxed/rolled) must be in the original packaging in new condition.[2]
We were told that you will have to try your new standard mattress in the unopened plastic packaging, or you won’t be able to return it. Once you remove a boxed mattress from its package, it is non-returnable at Big Lots.
Big Lots will not accept a mattress for return without a receipt or outside of the 30-day return time frame.
There are no exceptions to the return policy; it appears on the back of every Big Lots receipt along with the date by which your return must be made.
We spoke to store associates in Colorado, Florida, Michigan, Nebraska, and West Virginia; all locations confirmed they adhere to the corporate return policy for mattresses. Big Rewards members must abide by the same return policy.
Process for In-Store Returns
Mattresses purchased in stores or online at Big Lots can be returned to the customer service counter during regular store hours as long as the plastic and/or box is unopened.
Big Lots will not process your return without the receipt or packing slip and can’t look up your receipt. If you ordered the mattress online and can’t find the packing slip, you can look up your order history in your online account.
Your order or shipment confirmation email or a copy of the order details is also valid as long as it shows your order number.
Process for By-Mail Returns
To return a mattress you bought online by mailing it back, log into your order history at the Big Lots website to begin the return.
As noted above, the mattress will need to be in its unopened package, whether it is a standard mattress or a rolled mattress in a box. Your mattress must be returned in the exact condition you received it, including packaging, accessories, and any tags or instructions.
You must also include the packing slip and return slip with your return. Big Lots will only pay return shipping if the mattress was sent to you defective or damaged. The original delivery fees are non-refundable.
If you need assistance or need to return a Serta-brand mattress or box spring, call the Customer Care Support Center at (866) 244-5687 and give your order number, email address, or your rewards number.
Mattress Refunds
When returning your mattress in-store, be sure to have your original payment method with you if it was a credit or debit card. Your refund will be in the form of your original payment.
Keep in mind that Big Lots will not refund shipping and handling fees unless the mattress is defective, damaged, or sent in error.
Big Lots may limit or decline refunds based on your history of returns on a case-by-case basis. The retailer may also charge a processing fee of about 20% of the purchase price at its discretion.
Defective Mattresses
Defective mattresses are required to be returned with the receipt or packing slip.
If you return a damaged item in-store, the eligibility for return or exchange will be decided by the store manager on a case-by-case basis.
If you need to return a damaged or defective mattress by mail, or if the wrong mattress was shipped, Big Lots will cover the cost of return shipping.
