BEWARE refund difficulty! Nice mattress, too firm.

Mattress arrived within the expected time (1 week). It was fairly easy to get out of box and set up. No smells. It quality and looks nice. The first night, my back hurt. The second night my partner told me he felt stiff and that the bed was too hard, too. I sent Awara and email and got an auto response of receive email from Nectar (?) I called Awara (two days after getting mattress) and was on hold for 30 min. (turns out to be average for them), and was told that the refund policy says you have to try mattress for 30 days before applying for refund. The website does not state this. Fine, I asked them to add a note that I was not happy with the mattress and requesting refund. Note that I didn’t get an email reply for three weeks. At the end of the 30 day’s Trial, I called Awara and left my number to be called back. After a few hours someone called and told me I could start the refund process by sending photos of the mattress and the mattress tags. The call was followed up by an email. I promptly replied with pics. After a day with no reply I sent another email and asked for a confirmation. Finally I got an email that said send pics of backside of mattress (this was not asked for on the original return form). I promptly relied with pics (fyi the mattress is standing in my small living room for three weeks while I’ve been sleeping on a blow up while I await my refund). No reply from Awara/Nectar so I call. I am on hold for 45 min before it hangs up and says “No reps available.” I would not recommend this mattress because the trial is looking like a scam—you have to fight and kick and invest a ton of time in your refund if you’re unhappy. It’s too bad because they appear to have decent products (though manufactured in China FYI). Please be advised.