In the mattress industry, comfort guarantees and exchange policies are a necessary and valuable part of doing business. They provide customers with peace of mind and are a powerful sales tool.
However, they also create a unique challenge: what to do with the returned mattresses?
The decision to sell these “comfort-exchanged” items as clearance products requires a strong commitment to transparency, hygiene and ethical practices. For mattress store owners, navigating this process correctly is not just about compliance — it’s about protecting your brand’s reputation and building long-term customer trust.
The necessity of the comfort exchange
A comfort exchange is a normal part of the business. A mattress that is perfect for one person may not be right for another, and even with the best advice, a customer’s true experience can only be known after a few nights of sleep. The policy itself is a benefit to the customer and a mark of confidence in your products.
However, the mattress that comes back cannot be simply repackaged and sold as new. It has been used, and as such, it must be handled and sold in a way that is honest and hygienic. Many states have specific regulations regarding the sale of used bedding, including requirements for sanitization, labeling and, in some cases, prohibiting the sale of mattresses with visible stains. These laws are in place to protect consumers, and adhering to them is the first step in an ethical clearance program.
Best practices for an ethical clearance program
- Full Transparency, Always: The single most important rule is to be completely honest about the mattress’ history. This isn’t just about a small tag; it’s about the entire sales process.
- Labeling: Clearly and prominently label the mattress as a “comfort-exchange,” “clearance” or “returned” item. The label should state that it has been used and disclose any repairs or sanitization processes.
- Verbal Disclosure: Train your staff to verbally explain to customers that the mattress is a return and has been properly sanitized to state requirements. They should be able to answer questions about the return process, the sanitization methods used and the mattress’ original price.
- Price Justification: The clearance price should reflect the mattress’ status as a comfort exchange. While still a valuable product, its discounted price is a reflection of its used condition.
- Strict Sanitization and Hygiene Protocols: This is non-negotiable. Every comfort-exchanged mattress must undergo a rigorous cleaning and sanitization process that meets all state and local regulations.
- Compliance with Requirements: Research and adhere to the specific sanitization methods required by your state. These may include specific chemical treatments, dry heat processes or professional cleaning methods that are officially approved for use on bedding.
- Documentation: Maintain a log of every returned mattress, including the date it was returned, the sanitization process it underwent and the date it was placed on the clearance floor. This documentation is crucial for legal compliance and for showing customers your commitment to hygiene.
- Storage: Store returned and sanitized mattresses in a clean, separate area from new inventory to prevent any cross-contamination.
- Set Clear Expectations and Warranties: A clearance mattress may not come with the same warranty or return policy as a new one. Be upfront about these differences.
- Limited or No Warranty: Clearly state if the manufacturer’s warranty is void or if you are offering a store-specific, limited warranty.
- Final Sale Policy: Many clearance items are sold “as is” and are a final sale. Make this explicitly clear to the customer before they purchase the product.
Selling comfort-exchanged mattresses doesn’t have to be a liability. When done with integrity and transparency, it can be a valuable service to your customers, providing a quality product at a reduced cost while also responsibly managing your inventory. An ethical clearance program protects your business and reinforces the trust and confidence that are essential to your success.
