Important Considerations for Returns:
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
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.
Contact us at contact@themattressstore.com for questions related to refunds and returns.