Mattress Refund/Exchange Policy:

Important Considerations for Returns:

  1. Product Condition: The product must remain in impeccable condition to be eligible for a return. This includes the absence of stains, tears, or any other forms of soiling.
  2. Size Exchange Limitations: Orders with incorrect sizes are ineligible for exchange or return.
  3. First-Kind Return Policy: Returns are accepted only for the initial purchase of any product. Subsequent orders do not qualify for return, for instance, a second mattress order cannot be returned.
  4. Genuine Customer Requirement: To qualify for a return, individuals must be genuine customers and not affiliated with other mattress brands or retailers.
  5. Transparent Fee Structure: Our return policy adheres to a transparent fee structure. However, please note that if you choose to pay in installments, we are unable to refund the interest paid.
  6. Compliance with Government Directives: This policy is subject to any directives issued by the government regarding the acceptance or rejection of refunds, returns, or exchanges.
  7. Packaging RetentionIt is imperative to retain the original packaging to qualify for a refund or an exchange

Extended Return and Exchange Policy:

Upon confirmation of eligibility for a return, our specialists will guide you through the process. Additionally, the product must be in impeccable condition, free from stains, tears, or other soiling.

Incorrect size orders are ineligible for exchange or return. Please measure your bed frame before placing an order to avoid complications, as incorrect size orders cannot be returned or exchanged.

Returns, refunds, and exchanges apply solely to standard sizes (100×200, 120×200, 150×200, 160×200, 180×200, 200x200cm). The Return Policy is applicable only to the first purchase of each product, with subsequent orders voiding the Return Policy on those items.

Refunds, in the original form of payment, will be issued at 100 percent, excluding interest or processing fees on finance orders. Returns within the UAE are exempt from delivery charges, but products cannot be returned from outside the UAE.

The 100-night risk-free trial is exclusively for consumers, and we reserve the right to refuse it to anyone not adhering to these terms. Feedback on returns is appreciated to enhance our service. We reserve the right to refuse returns if we suspect misuse.

This policy applies solely to the original purchaser of Englander mattresses, valid only for the duration of ownership by the original purchaser from The Mattress Store Trading LLC or Symbol Mattress Industries LLC. Other products have a 2-day free trial.

Mattress Exchange Policy:

For Mattress “Englander” in a Box products, a 100-night window for exchanges begins from the delivery date. Only one exchange is permitted.

To initiate an exchange, contact our Customer Care at contact@themattressstore.com or call 800 IMATT (46288). Eligibility for an exchange requires adherence to the free trial period, and the mattress must be in perfect condition (free from stains, tears, or other soiling).

The exchange process involves two steps: 1) Return the initial mattress and 2) Purchase a different model. Follow the mattress return policy for the initial mattress and place a new order for the desired model.

Your 100-night risk-free trial continues from the delivery of the first mattress (or 100 nights from the second mattress delivery, whichever is greater). We will coordinate the removal of the first mattress simultaneously with the delivery of the second mattress.

While it’s a free trial for you, we responsibly dispose of the returned mattress, prioritizing environmental considerations over reuse

All Other Products Refund/Exchange Policy:

  1. *Pillows / Bedroom Accessories cannot be exchanged. 
  2. Final Sale Policy: All sales transactions, as of the date of purchase, are considered final. Returns or exchanges will only be considered under exceptional circumstances, specifically in the event of product damage or defects upon delivery. We kindly request that you meticulously inspect your purchase upon receipt.
  3. Procedure for Damaged or Defective Items: In the unfortunate event of receiving damaged or defective items, kindly report the issue within 48 hours of delivery. Please provide accompanying photographs for our thorough assessment. Following verification, we will promptly arrange for either a replacement or a refund.
  4. Exceptions to Return Policy: Customized or clearance items fall under the category of non-returnable, except in instances where damage or defects are identified.
  5. Cancellation Policy: Once an order has entered the production or delivery processing stage, cancellations are regrettably no longer accepted. Please consider this before finalizing your purchase.
  6. In adherence to our commitment to maintaining the highest standards of hygiene, we regret to inform you that pillow exchanges will not be accommodated. This decision is driven by our unwavering dedication to ensuring the health and well-being of our valued customers.

We appreciate your understanding and cooperation regarding these policy updates. Should you have any questions or require further clarification, we encourage you to reach out to our dedicated customer service team. Your satisfaction remains our top priority.

Need help?

Contact us at contact@themattressstore.com for questions related to refunds and returns.