Quick Answer: Dormez Vous offers a 100-night comfort exchange (swap for a different model, not a full refund), a 10-year manufacturer warranty on most mattresses covering physical defects only, and a 30-day return window for unused items. The comfort exchange and warranty processes have drawn mixed customer reviews, particularly around documentation requirements.
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The 100-night Comfort Exchange
Dormez Vous's most marketed policy is the 100-night Comfort Guarantee. The name sounds generous, and compared to a no-return policy, it is. But the details matter more than the headline.
The 100-night policy is a comfort exchange, not a return. If you decide within 100 nights that your mattress is not right for you, Dormez Vous will exchange it for a different model. You do not get your money back. You get a different mattress from their inventory. If the replacement costs more, you pay the difference. If it costs less, policies vary on whether you receive a credit.
What the Exchange Requires
Based on publicly available policy information and customer reports, the exchange process involves:
- Sleeping on the mattress for a minimum break-in period (typically 30 nights) before requesting an exchange
- Contacting Dormez Vous customer service to initiate the process
- Filling out documentation including photos and measurements of the mattress
- The mattress must be free of stains and physical damage (use a protector from day one)
- A $99 exchange fee applies, plus any price difference with the replacement mattress
- Delivery and pickup fees may apply for the exchange
The 100-night exchange is available on most Dormez Vous mattress purchases. Some clearance, floor model, or deeply discounted items may be excluded. Always confirm exchange eligibility at the time of purchase.
Important Distinction: Exchange vs. Return vs. Trial
- Exchange (Dormez Vous): You swap for a different mattress. No cash refund. You remain a Dormez Vous customer with a Dormez Vous product.
- Return (online brands): Some brands like Endy and Silk and Snow offer full returns with mattress donation pickup. You get your money back.
- In-store trial (independent stores): You test mattresses before buying and leave with the right one. No exchange or return needed because you already know it fits your body.
The 10-Year Manufacturer Warranty
Most mattresses sold at Dormez Vous come with a 10-year manufacturer warranty. This warranty is provided by the mattress manufacturer (Beautyrest, Sealy, Serta, etc.), not by Dormez Vous itself. Dormez Vous facilitates the warranty claim, but the terms are set by each manufacturer.
What the Warranty Covers
Manufacturer warranties typically cover:
- Physical defects in materials and workmanship
- Sagging or body impressions exceeding a specified depth (usually 1.5 inches or more)
- Broken or protruding coils
- Fabric tears that occur under normal use
What the Warranty Does NOT Cover
This is where many customers encounter frustration:
- Comfort preference changes. If the mattress does not feel right but shows no physical defect, the warranty does not apply. That is what the 100-night exchange window is for.
- Normal wear and softening. All mattresses soften over time. If the mattress is softer than when you bought it but does not sag past the warranty threshold, the claim will be denied.
- Stains. Most manufacturer warranties are voided if the mattress has any staining. This is the single most common reason warranty claims are denied across the industry. A waterproof protector from day one is not optional. It is warranty insurance.
- Improper support. Using the wrong foundation (a box spring that has lost its rigidity, slats that are too far apart) can void the warranty if the manufacturer determines it caused the defect.
- Cosmetic issues. Loose threads, colour fading, or fabric pilling are typically excluded.
The Sagging Threshold Problem
Most manufacturer warranties only cover sagging of 1.5 inches or more. Research published in the Journal of Chiropractic Medicine suggests that mattress depressions as shallow as 0.75 inches can alter spinal alignment enough to cause discomfort and morning stiffness. This means your mattress can develop a noticeable sag that affects your sleep quality but still fall below the warranty threshold. The gap between "causes discomfort" and "qualifies for warranty replacement" is wider than most consumers expect.
The 30-Day Return Policy
For non-mattress items (pillows, protectors, bedding accessories), Dormez Vous offers a 30-day return window. Items generally need to be unused and in original packaging. Opened or used pillows and protectors may not be eligible for return due to hygiene regulations.
This is fairly standard across Canadian bedding retailers. The key thing to check before purchasing accessories is whether "opened" counts as "used" in their policy, particularly for items like pillow protectors where you cannot evaluate them without removing the packaging.
Extended Protection Plans
Dormez Vous offers a 10-Year Protection Plan as an add-on purchase. This is separate from the manufacturer warranty and covers accidental damage, stains, and structural defects that the standard warranty excludes.
Extended protection plans in the mattress industry are a mixed proposition. The coverage sounds comprehensive, but claim approval rates vary, and the process can involve significant documentation. Consumer advocacy groups, including Option consommateurs (Quebec's consumer protection organization), generally recommend evaluating whether the plan cost would be better spent on a higher-quality mattress with a better base warranty.
If you decide to purchase a protection plan, read the full terms before buying. Pay particular attention to what counts as "accidental" versus "wear and tear," since the distinction determines most claim outcomes.
What Customers Report About the Process
Based on publicly available reviews on Trustpilot, Yelp, and GoodBed, the Dormez Vous warranty and exchange experience receives mixed feedback.
Positive reports highlight the in-store exchange process as smooth when handled by helpful staff at the original purchase location. Customers who worked with the same sales associate for their exchange generally reported a good experience.
Negative reports focus on the documentation burden for warranty claims: multiple photos, detailed measurements, lengthy forms, and extended wait times for claim processing. Some customers report that the process of proving a defect meets the warranty threshold is more involved than expected, sometimes requiring several rounds of documentation before a resolution.
Dormez Vous is recommended by approximately 12% of mattress shoppers on GoodBed based on available ratings. While this reflects the overall shopping experience (not just warranty), it provides context about customer satisfaction.
Warranty Comparison: Dormez Vous vs Other Retailers
| Policy | Dormez Vous | Endy | Silk and Snow | Mattress Miracle |
|---|---|---|---|---|
| Comfort Trial | 100-night exchange | 365-night return | 100-night return | In-store testing (no trial needed) |
| Trial Type | Exchange only | Full refund | Full refund | Try before buying |
| Manufacturer Warranty | 10 years (most brands) | 10 years (15 with VIP) | 15 years | Varies by brand (10 to 15 years) |
| Warranty Claim Process | Through Dormez Vous | Through Endy online | Through S&S online | Direct with Brad at the store |
| Stain Voids Warranty? | Yes (most brands) | Check terms | Check terms | Varies by manufacturer |
| Extended Protection | 10-year plan (paid add-on) | Not offered | Not offered | Not typically needed |
| Corporate Parent | Sleep Country / Fairfax | Sleep Country / Fairfax | Sleep Country / Fairfax | Independent |
Note that Dormez Vous, Endy, and Silk and Snow are all owned by the same corporate parent (Sleep Country / Fairfax Financial). Their warranty and trial policies are designed to differentiate the brands while keeping customers within the same corporate ecosystem.
The Local Store Warranty Advantage
At Mattress Miracle, warranty service works differently than at a large chain or online retailer. When you buy a mattress from us and have an issue two years later, you call (519) 770-0001 and talk to Brad. He knows the mattress you bought, he knows the manufacturer's warranty terms, and he handles the claim process on your behalf.
There is no ticket system, no hold music, no documentation portal. Brad contacts the manufacturer, arranges inspection or replacement, and keeps you informed. This is the practical advantage of buying from a local store that has been in the same location since 1997. The person who sold you the mattress is the same person who helps you if something goes wrong.
More importantly, because you tested the mattress in our Brantford showroom before buying, warranty claims at Mattress Miracle are almost exclusively for genuine manufacturing defects, not comfort preference issues. When you know a mattress fits your body before it goes into your bedroom, the "I do not like how it feels" scenario rarely happens.
Warranty You Can Count On at Mattress Miracle
Buy from a local store where the owner handles your warranty personally. Our Restonic mattresses and Sleep In flippable mattresses come with manufacturer warranties that Brad processes directly. No call centres, no forms, no weeks of waiting. Visit 441 1/2 West Street, Brantford, or call (519) 770-0001. Open Mon-Wed 10-6, Thu-Fri 10-7, Sat 10-5, Sun 12-4.
Frequently Asked Questions
Can I get a full refund from Dormez Vous?
The 100-night policy is a comfort exchange, not a refund. You can swap for a different mattress, but you do not receive your money back. For non-mattress items, unused products in original packaging may be returned within 30 days. Always confirm the specific return terms at the time of purchase.
Does the Dormez Vous warranty cover mattress sagging?
The manufacturer warranty covers sagging that exceeds a specified depth, typically 1.5 inches. Sagging below that threshold, even if noticeable and uncomfortable, generally does not qualify for warranty replacement. Using a proper foundation and rotating your mattress regularly can help minimize sagging.
Will a stain void my Dormez Vous mattress warranty?
In most cases, yes. Most manufacturer warranties (Beautyrest, Sealy, Serta, etc.) are voided by staining. This is the most common reason mattress warranty claims are denied across the industry. Using a waterproof mattress protector from day one protects both your mattress and your warranty coverage.
Is the Dormez Vous extended protection plan worth it?
Extended protection plans cover accidental damage and stains that the manufacturer warranty excludes. Whether it is worth the cost depends on your situation. Consumer advocacy groups generally recommend evaluating whether the plan cost would be better spent on a higher-quality mattress. Read the full terms before purchasing, especially the distinction between "accidental damage" and "normal wear."
How does Mattress Miracle handle warranty claims?
At Mattress Miracle in Brantford, Brad handles warranty claims personally. You call (519) 770-0001, describe the issue, and he contacts the manufacturer on your behalf. There is no documentation portal, no ticket system. As a family-owned store operating since 1997, the relationship is direct and personal.
What is Dormez Vous and what mattresses do they sell in Canada?
Dormez Vous is a Quebec-based mattress and bedding retail chain with locations primarily in Quebec and some Ontario markets. Their name translates to 'Do you sleep?' in French. They carry their own branded foam and hybrid mattresses alongside other Canadian and international brands. Dormez Vous is a solid option for Quebec residents who want an in-store mattress experience with a regional retailer. Their warranty and return policies follow standard Canadian retail guidelines. For southwestern Ontario, Mattress Miracle in Brantford serves a comparable role as an independent regional mattress retailer with in-person testing and local support.
Buy With Confidence at Mattress Miracle
We are a family-owned mattress store in Brantford where the owner handles your warranty personally. Test your mattress in our showroom first, so you never need a comfort exchange. When issues do arise, Brad is one phone call away.
441 1/2 West Street, Brantford, Ontario
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