Mattress 365-Night Home Trial, Exchange and Return Policy
Effective Date: June 9, 2026
I.A. Eligible Mattresses
The 365-Night Home Trial applies to eligible DreamCloud and Nectar mattresses purchased online or in-store from the CastleUp Experience Centre.
CastleUp is an official authorized retailer of:
Home trial terms and eligibility may vary by brand and mattress model.
I.B. DreamCloud and Nectar 365-Night Home Trial Policy
Customers who purchase a new, eligible DreamCloud or Nectar mattress from the CastleUp Experience Centre may qualify for the 365-Night Home Trial.
The mattress may be used for its intended purpose in the customer’s normal sleeping environment for up to 365 nights. It must be used with a suitable bed frame, foundation or adjustable base.
The 365-night trial period begins on the mattress delivery date.
Opened Mattresses
An opened mattress may be exchanged for another eligible mattress model one time.
Opened mattresses are not eligible for a refund. The 365-Night Home Trial is intended to help the customer select a more suitable mattress model through a one-time exchange.
The replacement mattress is considered the customer’s final selection and is not eligible for an additional home trial, exchange or return.
Unopened Mattresses
A mattress that remains unopened and sealed in its original box may be eligible for return, subject to the conditions of this policy.
The mattress must remain unused, undamaged and in its original factory-sealed packaging.
I.C. Mattress Exchange and Return Process
An exchange request for an opened mattress may be submitted no earlier than 30 days after delivery and no later than 365 days after delivery.
A return request for an unopened mattress may be submitted immediately after delivery.
Mattresses that remain unopened for more than 90 days after delivery are considered improperly stored or misused and are not eligible for return, exchange or warranty coverage.
Conditions for Opened Mattress Exchanges
To qualify for a one-time exchange, the opened mattress must:
- Be clean and sanitary
- Be free from stains, odours, rips, damage and excessive wear
- Be in suitable condition for donation
- Have been used with a proper bed frame, base or foundation
- Meet all applicable brand and donation-partner requirements
When applicable, a donation partner will arrange an on-site appointment to inspect the mattress and determine whether it is suitable for donation. If approved, the donation partner will retrieve the mattress.
Donation partners reserve the right to refuse any mattress that does not meet their health, safety or donation standards. All donation eligibility decisions are made at the sole discretion of the donation partner and are final.
Additional documentation, photographs or proof of donation may be required before the exchange can be completed.
Conditions for Unopened Mattress Returns
To qualify for return, the unopened mattress must:
- Remain unused and unopened
- Be in its original factory-sealed box and packaging
- Be free from damage, moisture or improper storage
- Include proof of purchase
- Be returned within the applicable return period
- Meet all other applicable return conditions
Any applicable delivery, pickup, shipping or restocking charges will be determined according to the terms of the original purchase and CastleUp’s return policy.
For assistance with a DreamCloud or Nectar mattress purchase, exchange or unopened mattress return, please contact the CastleUp Experience Centre:
CastleUp Experience Centre
1131 South Service Road West
Oakville, Ontario L6L 6K4
Canada
Email: support@castleup.ca
