Returns & Exchanges Policy

Given the nature of our products, we do not accept returns or exchanges on any items except in cases of manufacturing defects. All sales are final.

We encourage customers to carefully review all product details, descriptions, dimensions, and specifications before making a purchase to ensure the item meets their needs and expectations.

For In-Store Purchases: Items are non-returnable and non-exchangeable once the purchase is complete and the items leave the store premises.

For Online Purchases: Once the order is processed for shipment, the sale is final, and the items cannot be returned or exchanged.

Warranty: All mattresses and furniture items carry applicable manufacturer warranties against defects in materials and workmanship as per the warranty documentation.

Please refer to the specific product warranty terms for coverage details, limitations, and claims procedures.

Refund Policy

In the rare case of a manufacturer’s defect, we offer refunds in accordance with the following policy:

Refund Eligibility: Refunds are only eligible for items with a verified manufacturer’s defect that is covered under the warranty. No refunds are provided for other reasons or for change of mind.

How to Request a Refund: To initiate a refund request, customers must contact our Customer Care team within the applicable warranty period by:

Email: contact@mattressstore.ae Phone: 800-MATTRESS (800-628873)

Please have the following information ready:

Order number

Product details

Description of the defect

Photos/videos of the defective item

Our team will review the request and, if approved, provide further instructions for returning the defective item.

Return Process: Approved refund requests require the customer to return the defective to our fulfillment center.

Refund Method: Refunds will be processed back to the original payment method. However, if the original payment method is unavailable or declined, the refund amount will be issued via a digital wallet (such as stripe). Customers will receive instructions on how to claim the refund through the digital wallet.The bank processing fees paid are not refunded.

Please note that refunds may take up to 7 to 14 business days to process from the date the returned item is received and inspected at our warehouse.

All refunds are subject to a full inspection of the returned item. If the returned item is found to be in acceptable condition per the warranty terms, the refund will be processed accordingly. If the item is deemed to be outside of warranty coverage, the return may be rejected, and no refund will be issued.

This Refund Policy is subject to change at the sole discretion of the Company. We encourage customers to review the policy carefully before making a purchase.

By making a purchase, customers acknowledge and accept the terms of this Refund Policy.


General Terms:

No refunds, returns, or exchanges are permitted except for manufacturer defects covered under warranty.

Shipping fees for international orders are non-refundable.

This policy applies to all retail and online purchases.

The company reserves the right to update or modify this policy at any time.

By making a purchase, customers acknowledge and accept this No Returns & Exchanges Policy. We encourage reviewing all details carefully prior to completing any transaction.

 

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 Retention: It 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.

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.

Mattress Exchange Policy:

To initiate an exchange, contact our Customer Care at contact@themattressstore.com or call 800 IMATT (46288). Eligibility for an exchange requires adherence to policy, 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.

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.

  7. The refund shall be initiated as per the payment gateways mercantile procedure and may take 7 to 14 business days to credit back to your account.

  8. Once approved the amount shall be credited back to your original payment method.

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.