Return Policy

The return policy of 10 days free trial is only for the brand “Englander”

The return policy 100-night, risk-free trial is only applicable for our Mattress in a Box products, Dreamer in a Box and Viscopedic in a Box.

All other brands and products only qualify for 2 days trial.

If you decide your Englander mattress and/or pillow isn’t for you then let us know and we will arrange to pick them back up and dispose of them. To initiate a return, email our Customer Care at contact@themattressstore.com or call 800 IMATT (46288) and ensure to mention your invoice number as a proof of purchase.

Quick things to keep in mind:

You must request your return within your 10 days free trial for Englander products, within 100 nights for the Mattress “Englander” in a Box products and 2 for any other brand period, and

Have had your Englander products for at least 7 days, the Mattress “Englander” in a Box for at least 30 nights and 1 day for other brands, and

The product must be in a perfect condition to be eligible for a return (e.g. no stains, tears or other soiling),

A wrong size order will not qualify for an exchange nor return

You can only request a return for the first kind of any product (e.g. you cannot return a mattress on your second mattress order)

You must be a genuine customer; not someone associated with another mattress brand or retailer to qualify for a return

There are no hidden return fees, except if you pay in Installments (we cannot refund the interest paid).

This policy will always follow any government directive of accepting or not accepting a refunds, returns and exchanges.

You need to keep the original packaging to be eligible for a refund or an exchange.

Read on if you prefer the longer version:

Once eligibility for a return is confirmed, a specialist will help facilitate the process. To be eligible for a return, you must request your return within your 10 days free trial for Englander products, within 100 nights for the Mattress “Englander” in a Box products and 2 for all other products period and have had your Englander products for at least 7 days, the Mattress “Englander” in a Box for at least 30 nights and 1 for any other products, and the product must be in a perfect condition to be eligible for a return (e.g. no stains, tears or other soiling).

A wrong size order will not qualify for an exchange nor return. Ensure to measure your bed frame before placing an order as you will not be able to initiate a return nor exchange if you order the wrong size mattress and/or pillow.

Return, refund and exchange only applies to these standard sizes (100×200, 120×200, 150×200, 160×200, 180×200, 200x200cm)

Note that the Return Policy applies on your first purchase of each product only and subsequent orders will void the Return Policy on those orders.

You will be refunded 100 percent in the original form of payment, however note that on finance orders, interest or processing fees paid are not refunded. Returns within the UAE are free of delivery charges. However, products can not be returned from outside the UAE.

We reserve the right to refuse the 10 days free trial and the 100-night risk free trial to anyone not operating as a consumer or who is otherwise in breach of these Terms. The 10 days free trial and the 100-night risk free trial are intended to give you the opportunity to see if you are happy with the product and therefore, we ask for feedback on why you have returned it as part of any return. If we have grounds to believe that you are returning the product for reasons other than because your genuinely dissatisfied with the product we reserve the right to refuse to accept the return, not give you a refund and reserve the right to refuse to sell any Products to you in the future, either through the Site or otherwise.

This return policy extends only to the original purchaser of any Englander mattress and/or pillow. This return policy is valid only for the period of time the Englander mattress and/or pillow are owned by the original purchaser of the Englander mattress and/or pillow. The “original purchaser,” for the purposes of this return policy, is the first purchaser or household of the Englander mattress and/or pillow from The Mattress Store Trading LLC or a Symbol Mattress Industries LLC. All the other products only get 2 days free trial.

Mattress Exchange Policy

You have 10 calendar days to exchange your Englander mattress and 100 nights for the Mattress “Englander” in a Box products from the date of delivery. You are allowed one exchange.

To initiate an exchange, email our Customer Care at contact@themattressstore.com or call 800 IMATT (46288). Once eligibility is confirmed, a specialist will help facilitate the process (to be eligible for an exchange, you must still be within your the free trial period, and the mattress must be in a perfect condition to be eligible for an exchange (e.g. no stains, tears or other soiling).

An exchange is a two-step process: 1) A return of your initial mattress, and 2) A purchase of a different model. To complete the exchange process, you will need to follow the mattress return policy for your initial mattress and place your new order for the different model of your choice.

Your 10 days free trial will continue to run from the date the first mattress was delivered (or 10 days from the delivery of your second mattress, whichever is greater). Rest assured, that we will schedule the removal of your first mattress at the same time as the second mattress is delivered.

Your 100-nigh risk free trial will continue to run from the date the first mattress was delivered (or 100 night from the delivery of your second mattress, whichever is greater). Rest assured, that we will schedule the removal of your first mattress at the same time as the second mattress is delivered.

It’s a free trial for you but not for the environment, as we will dispose the mattress and not reuses it.