Plumb's customer guarantee
You're going to love it. We guarantee it.
If you don't love your Plumb kit, send it back within 1 year of receipt for a full refund.
Free shipping both ways — we cover outbound when you order, and we cover the return when you send it back. Defects are replaced free, anytime. We want you to love your sleep, not just buy it.
How it works.
- A full year to decide. You have one year from when your Plumb kit arrives to know whether you love it.
- Free shipping both ways. We cover outbound shipping on every order, and we email you a prepaid label for the return — there's no return cost to you.
- Full refund or replacement — your choice. Don't love it? Full refund. Something wrong with it? We replace it.
- Defects covered indefinitely. If a silicone dot peels off in month 18 or a seam comes loose at year 3, that's our problem to fix, not yours — no time limit on defects.
- We just need to find your order. Give us your order number or the email you ordered with, and we'll look it up.
What's Plumb's return policy?
You have a full year from when your Plumb kit arrives to decide if you love it.
If you don't, send it back for a full refund. We'll email you a prepaid return shipping label — there's no return cost to you. We cover outbound shipping when you order, and we cover the return when you send it back.
If the product is defective, we replace it free — no time limit on that. If a silicone dot peels off in month 18 or a seam comes loose at year 3, that's our problem to fix, not yours.
A few practical notes: we ask for your order number or the email you ordered with so we can find your purchase. We can't accept returns on units that have been damaged outside normal use (pet damage, fire damage, that kind of thing). Hygiene products can't be resold, so we'd rather you keep what works and send back what doesn't — no need to send back what fits.
Applies to direct orders from plumbsleep.com. Kickstarter backers: see your Backer Update #1 for the campaign-specific fulfillment policy.
For Kickstarter backers.
Plumb's 1-year customer guarantee applies to direct orders from plumbsleep.com after retail launch. Kickstarter backers are funding the first production run, which Kickstarter classifies as "not a store" — meaning Kickstarter does not operationally support post-purchase refunds during campaign fulfillment.
What Kickstarter backers get from Plumb directly:
- Defective unit replacement
- Size exchanges where launch inventory permits
- A 1-year customer guarantee that starts the day plumbsleep.com retail opens — and applies retroactively to your Kickstarter kit if you keep your order confirmation
This is L.L. Bean discipline, calibrated for the Kickstarter context. Plumb honors the spirit of the guarantee for backers; the operational mechanics arrive when DTC retail does.
Questions?
Email hello@plumbsleep.com and a real person will answer. For sizing and exchanges, the fit guidance on our pages walks through how to pick and swap sizes within the return window.