Hi Basil,
There are a number of forum members here that have purchased their mattress and ended up returning it (or donating it to a local charity) and all of them have mentioned that the process has been “painless” (see here and here and here for some examples).
A forum search on Tuft Needle (you can just click the link) will also bring up hundreds of posts with more comments and feedback about them but this topic has many comments and feedback from members who have purchased from them and there is also more information about their new design in posts #2 and #6 here.
Phoenix