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Terms of service

TERMS AND CONDITIONS OF SALE

These Terms and Condition of Sale (“Terms of Sale”) apply to the purchase and shipping of Goods in the United Arab Emirates both in-store and through our website. Please read these Terms of Sale carefully before placing an Order. By confirming that you have read and accepted these Terms of Sale when you submit an Order in-store and/or through our website, you confirm your unconditional acceptance of these Terms of Sale.

If you need further information or have any questions about these Terms of Sale, please contact our Customer Care department through our Contact Us page or through email at contact@themattressstore.com.

In these Terms of Sale "The Mattress Store”, “TMS”, “we” and “us” means The Mattress Store General Trading, whose registered office is at Unit No. 1, 211 Umm Suqeim Street, Dubai, United Arab Emirates, Company Registration number 683077, and “you” means you the customer. These Terms of Sale along with your Order Confirmation constitute the contract between us and you for the supply of Goods. No other terms and conditions shall apply. The contract cannot be varied unless mutually we agree to vary it in writing or by email.

1. ALL SALES ARE FINAL

Due to the nature of our products, we do not offer returns, exchanges, or refunds. At the time of purchase, please review and confirm all aspects of your purchase(s) including but not limited to the item details, quantity, size/dimensions, and price.

2. INFORMATION RELATING TO GOODS

We will make reasonable efforts to ensure that the information about Goods is accurate and up-to-date. However, we do not warrant or guarantee that there will be no errors in the description and/or pricing of the Goods, or that Goods will always be available if you wish to place an Order to purchase them. None of the material contained in-store or in our Website is to be relied upon as a statement or representation in relation to Goods. All images, illustrations and descriptions of Goods are for information only and you are invited to contact us using the contact information in the Contact Us page if you need any further information about Goods. We reserve the right, at any time and without notice, to modify the information about Goods displayed in-store or on our Website, including without limitation information on prices, description and availability of Goods. However, changes to price, availability or description of any Goods will not affect Orders submitted by you which have already been accepted by us. The foregoing will not affect your statutory rights.

For any queries related to product safety please email us at contact@themattressstore.com

3. WHAT HAPPENS IF GOODS ARE UNAVAILABLE

We will make reasonable efforts to ensure that the information about Goods displayed on our website are always accurate. However, when you place an Order certain Goods may unfortunately be out of stock, especially if we were low in stock at the time you place your order.
If we are unable to send you the ordered Goods within 14 days from the date of your Order we will contact you and ask if you would like us to cancel your Order either partially or entirely and, in such a case, we will refund you the cost of the Goods in the cancelled Order. If we do not receive a response to our email, we will send you an email reminder. If you do not contact us within a further 3 days, we will cancel your entire Order and refund to you the cost of the Goods. Nothing in these conditions will affect your statutory rights relating to faulty or misdescribed goods. 

4. OUR PRICING POLICY

The prices of the Goods are indicated in-store and on our website and will be confirmed in the automated Order Confirmation email you will receive once you have placed your order.
All prices are in UAE Dirhams and inclusive of VAT.
We offer Free Nationwide Delivery of our products. However, in certain cases, delivery costs may apply to your Order as indicated in-store and on our website at the time you submit your Order.
We reserve the right to modify the price of our Goods in-store and on our website at any time and without prior notice. Changes to the price of Goods will not affect your Order once we have accepted the Order and sent you an Order Confirmation email.

5. HOW CAN I PAY

We accept payment through cash and bank transfers to the designated UAE bank account(s) titled ‘The Mattress Store General Trading LLC.’ We also accept most payment cards including Maestro, Visa, Visa Debit, MasterCard and American Express. We also accept payment by Tabby. Payment must be made in the currency as indicated on your Order before you submit it.
If you pay by credit or debit card, you must supply your card details when you place your Order. Your credit or debit card will be debited for the total value of your Order at the time your Order is placed by you. We will not accept your Order, neither will we supply the Goods to you until your credit or debit card issuer has authorised the use of your card for payment of the Goods ordered. If we do not receive such authorisation, we will notify you. We reserve the right to verify the identity of the credit or debit card holder by requesting appropriate documentation.
We take all reasonable care to make our in-store payment system and Website are secure and to prevent frauds. All credit and debit card transactions in-store and on our website are processed by “Adyen N.V.”, a secure online gateway which will be responsible for holding and automated handling in a secure environment of the information relating to your payment details. Please note that we may, at any time and at our sole discretion, restrict shipping to certain Countries or locations we believe to be a high fraud risk.

We will send the Goods to you at the delivery address indicated on your Order Confirmation. We may, however, only send documents by email to the email address which you provided at the time of making the Order.

6. SHIPMENT OF ORDER

The Delivery Date of your items is in the Order to accommodate your suitability and for scheduling purposes. However, the Company reserves the right to reschedule the Delivery schedule due to operational reasons. 

Goods ordered in-store and through this Website will be delivered to the United Arab Emirates. For other Delivery locations, please inquire in-store or contact us at contact@themattressstore.com or through the Contact Us form available on our website and a Sales Team representative will contact you.  While we offer Free Nationwide Delivery of our products with the United Arab Emirates, delivery charges may apply to certain special delivery requests.
We will not deliver any Goods unless or until full payment has been received. We will make all reasonable efforts to deliver the Goods within the delivery time specified in our Delivery Terms and Conditions. However, any delivery date or time specified by us is a best estimate only and we will not be liable for any loss or damage suffered by you through any unavoidable delays in delivery.
If there is no one at the nominated delivery address who can accept delivery of Goods, the carrier will inform you through message on your phone and/or email. Title to and risk of loss in your Goods will pass to you upon shipment. 

Orders will be shipped to the address designated by the purchaser as long as that shipping address is compliant with the shipping restrictions contained on this Website. All purchases in-store and from this Website are made pursuant to a shipment contract. As a result, risk of loss and title for items purchased in-store and from our Website pass to the buyer upon delivery of the items to the carrier. The buyer is responsible for filing any claims with carriers for damaged and/or lost shipments.

7. HOW TO RETURN faulty GOODS

We hope you are delighted with your purchase from The Mattress Store. Due to the nature of our products and to maintain hygiene, we have a final sale policy. We do not accept any returns, exchanges, or refunds of products sold to you. If Goods were supplied in error, were incomplete, damaged or faulty, they can be returned to us for a full refund or exchange. Requests for return of damaged or faulty goods can be initiated by the Customer through email at contact@themattressstore.com or by using the Contact Us form on our website.  


8. OUR LIABILITY TO YOU

These Terms of Sale set out the entire obligations and liabilities in respect of the supply of Goods. Except as set out in this clause, we do not provide any warranties, conditions or other terms that are binding on us regarding the supply, failure to supply, or delay in supplying the Goods.
Any warranty, condition or other term arising out of or in connection with the supply of Goods which might otherwise be implied into or incorporated in the contract by statute, common law, laws applicable in the Country where you are domiciled or where you purchased the Goods, is hereby expressly excluded to the maximum extent permitted by law. 

9. HOW YOUR PERSONAL DATA IS PROCESSED

By placing your Order, you agree and understand that we may store, process and use data collected when you registered on the Website for the purposes of processing your Order. We will process your information in accordance with the TMS’s Privacy Policy available at [www.themattressstore.com/privacy].

10. USE OF THE WEBSITE

The use of this Website is subject also the Terms of Use available in our Legal Notices section.

11. INTELLECTUAL PROPERTY RIGHTS

The Mattress Store trademark as well as all trademarks, whether they are figurative or not, and all other marks, illustrations, images, and logo which appear on our products, accessories or packaging, whether registered or not, are and remain the exclusive property of The Mattress Store General Trading and its owner(s). Any reproduction, whether complete or partial, modification or use of these marks, illustrations, images and logo, for whatever reason and in whatever medium, without our written, express and prior agreement, is strictly prohibited and will be prosecuted.

12. CIRCUMSTANCES BEYOND OUR CONTROL

We will make every effort to perform our obligations under these Terms of Sale. However, we cannot be held responsible for delays or failure to perform if such delay or failure is caused by any circumstances beyond our reasonable control, including, without limitation, an act of God, explosion, flood, fire or accident, war or civil disturbance, strike, industrial action or stoppages of work, any form of government intervention, a third party act or omission, failure of our supplier(s), failure by you to give us a correct delivery address or notify us of any change of address, or a failure by you to affect payment.
We will inform you of any such unforeseen event as soon as possible after its occurrence and we will perform our obligations as soon as reasonably possible. Should this interruption continue beyond a period of 2 weeks you will be entitled to cancel the Order and a refund will be made in accordance with Clause 8 of these Terms of Sale.

13. APPLICABLE LAW

These Terms of Sale are governed by the laws of the United Arab Emirates.

14. RESALE / RESHIPPING OF OUR MERCHANDISE

We constantly monitor the quality of the Goods that we offer to our customers in order to guarantee constant customer satisfaction. Our Goods are only distributed in our own and our authorised resellers' stores. You must not misrepresent yourself as being one of our authorised resellers or as being qualified to resell our Goods. We reserve the right to refuse to accept your Order if we suspect that you intend to resell our Goods.

15. CONTACT US

If you have any questions about these Terms of Sale, our Goods or your Order, please contact us via our Contact Us form on our Website or email us at contact@themattressstore.com

16. GENERAL TERMS

Neither our failure nor your failure to enforce any term of these Terms of Sale constitutes a waiver of such term. Such failure shall in no way affect the right later to enforce such term.



17. DEFINITION

In these Terms of Sale:
Contract
means the contract between you and us for the sale and purchase of Goods, comprising your Order, our Order Confirmation of your Order and these Terms of Sale.
Goods
means the products that we sell on our Website from time to time, including but not limited to jeans wear, sportswear, including apparel, bags, handbags and accessories.
Order
means an order for Goods placed according to these Terms of Sale.
Order Confirmation means the order confirmation email issued by us to you indicating acceptance of your Order at the moment the Goods are despatched and the relevant details of your purchased Goods;
Terms of Sale
means these terms and conditions of sale
Website
means our website located at http://www.themattressstore.com
You or your
means you, the customer
We, our or us
means The Mattress Store General Trading LLC, Unit No. 1, 211 Umm Suqeim Street, Dubai, United Arab Emirates, Company Registration number 683077

18. ACCESSIBILITY STATEMENT

We are committed to ensuring the accessibility of our website for all users, regardless of their abilities or the technologies they use. We strive towards ensuring that everyone can navigate, interact with, and benefit from our content in a simple and inclusive way. We recognize that achieving full accessibility is an ongoing process, and we welcome feedback, suggestions, or requests for assistance. If you need any support or wish to report issues encountered while using the website, please write to us at contact@themattressstore.com. Thank you for your support and for helping us improve the experience for everyone.

 

DELIVERY POLICY

WHERE AND WHEN DO WE DELIVER

Goods ordered in-store and through our website will be delivered in the United Arab Emirates. 

All goods are shipped from our warehouse in the United Arab Emirates.
All orders placed before 5pm UAE Time will be handed to our logistics and delivered within approximately 2 working days. 

If you choose the Express Delivery, orders that are placed before 5pm UAE Time, Monday to Friday will be delivered the next day. 

TAXES & DUTIES

Taxes and duties are calculated according to your shipping destination and itemised in the checkout page and on the Order Confirmation.

 

RETURN POLICY

All Sales are Final. Due to the nature of our products and for personal hygiene reasons, we do not offer Exchanges or Refunds. Before finalising your purchase, please check all details of the items you are purchasing including but not limited to quantity, size, dimensions, colour, feel, and price. 

For avoidance of doubt, if you have changed your mind about a purchase, we will not be liable to process a return of the products you purchased. 

Faulty Goods are classified as faulty if they are received damaged, or where a manufacturing defect/fault occurs within 1 year of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. 

In this Return Policy, “The Matress Store”, “TMS”, “we” and “us” means The Mattress Store General Trading LLC, whose registered office is at Unit No.1, 211 Umm Suqeim Street, Dubai, United Arab Emirates, Company Registration number 683077, and “you” means you the customer. 

This Return Policy applies to all items purchased both in-store and through our website. 

Goods which were supplied in error, were incomplete, damaged or faulty, can be returned to us using the process stipulated above and within the specified periods stated.

Please not that all Goods need to be returned back to our warehouse in the United Arab Emirates. 

HOW TO REQUEST A RETURN of faulty goods

In the case of Faulty Goods as described above, making a return is easy if you follow the steps below:

  1. Inform us of your decision to cancel the Contract within the aforementioned 14 calendar days from delivery of your Order, in writing by e-mail at contact@themattressstore.com or through the Contact Us Form available on our website. 
  2. You will be informed through email once your return has been received and processed.

RECEIVING A REFUND

Once we receive the Goods, we will:

  1. Examine the Goods you have returned to us to verify whether they are faulty, damaged or if they do not correspond to their description on the Website;
  2. At your option where the Goods are faulty, damaged or if they do not correspond to their description: (i) or, (ii) refund the price paid for the Goods (along with the original delivery fees). Except that where you have requested, and we are unable to, repair or replace the Goods, we will refund the price paid for the Goods (along with the original delivery fees)
  3. Credit the refund for the Goods, back to the payment method/card that you used to pay for the Goods, or repair or replace the faulty or damaged Goods within 14 (fourteen) days from the date item arrived to our warehouse

IF IN OUR SOLE OPINION, THE GOODS YOU HAVE RETURNED TO US ARE NOT FAULTY OR DAMAGED, AND CORRECTLY CORRESPOND TO THE DESCRIPTION DISPLAYED, OR THEY HAVE NOT BEEN RETURNED IN ACCORDANCE WITH YOUR RIGHT TO CANCEL YOUR ORDER UNDER THE DISTANT SELLING REGULATIONS OR WITHIN THE RELEVANT RETURNS PERIOD FROM RECEIPT OF ORDER, YOU WILL NOT BE ENTITLED TO A REFUND AND WE WILL RETURN THE GOODS TO YOU.

PRODUCT EXCHANGE
Unfortunately we are not currently unable to offer an exchange for your order. We are unable to refund any delivery charges.