The returning customer is only entitled to the full refund if they keep it free of any defects, tears or stains, and we only sell mattresses that fit that criteria. Similar to how a car dealer verifies their used vehicles are high quality and mechanically sound, we collect photographs and video from the original customer and we verify with the manufacturer that there are no outstanding warranty concerns. Only then will we post it. And of course, you get to fully inspect it when picking it up to ensure it's the right fit for you!