Refund policy

Return, Refund & Warranty Policy

At The Mattress Factory SA, customer satisfaction is important to us. As mattresses are hygiene-sensitive and bulky products, we have designed a fair and transparent return and warranty policy to protect both our customers and our company.

1. Return Window

Return requests must be submitted within 7 days of delivery.

Requests submitted after 7 days from the delivery date will not be accepted.

2. Mattress Return Conditions (Important)

Due to hygiene and safety standards, mattresses are eligible for return ONLY under the following conditions:

✅ A mattress may be returned ONLY if:

The mattress arrives damaged during delivery.
The wrong size or model was delivered.
The product received does not match the specifications stated on our website.

❌ A mattress CANNOT be returned if:

The original plastic packaging has been removed or opened.
The mattress has been used, slept on, stained, or damaged.
The firmness or comfort level matches the product description but does not meet the customer's personal preference.
The customer selected the wrong size or model when placing the order.

Please Note:
Firmness levels (Soft, Medium, Medium-Firm, Firm, Extra Firm) are clearly mentioned on each product page. If the delivered mattress matches the advertised firmness, it will not qualify for a return or exchange.

3. Other Product Returns (Pillows, Protectors & Accessories)

Items must:

Be unused and unopened.
Be in their original packaging with all labels and tags attached.
Include proof of purchase.

For hygiene reasons, opened or used bedding products cannot be returned.

4. Non-Returnable Items

The following items are not eligible for return:

Custom-made or made-to-order mattresses.
Personalized products.
Clearance or Final Sale items.
Gift cards.
Products damaged due to misuse, negligence, or improper handling.
Products returned without prior authorization.

5. Return Process

Step 1 – Contact Us

Email: info@themattressfactorysa.com

Please include:

Order Number
Reason for return
Clear photographs (if applicable)

Step 2 – Return Authorization

Our team will review your request within 1–2 business days.

Please do not return any product without receiving approval from our Customer Service team.

Step 3 – Return Shipping

If the issue resulted from our error (wrong item, damaged item, or manufacturing defect upon delivery), we will arrange collection at no additional cost.

For any other approved return, the customer is responsible for all transportation costs.

6. Restocking & Handling Fee

Approved non-defective returns are subject to a 10% restocking and handling fee, which will be deducted from the refund amount.

This fee covers inspection, handling, sanitization, and logistics associated with bulky products.

7. Inspection & Refund

All returned products are inspected upon arrival.

If the return is approved:

Refunds will be processed to the original payment method within 7–10 business days.
Original shipping charges are non-refundable.
If more than 15 business days have passed after approval, please contact our Customer Service team.

8. Exchanges

We do not offer direct exchanges for used mattresses.

If a return qualifies under this policy, customers may return the eligible product and place a new order separately.

9. Customer Responsibilities

Before placing an order, customers are responsible for:

Selecting the correct mattress size.
Ensuring the mattress can fit through doors, staircases, elevators, and hallways.
Reviewing the product specifications and firmness level.
Contacting our team if any clarification is required before purchase.

Our team is always happy to assist customers in selecting the most suitable mattress.

10. Warranty Policy

All mattresses sold by The Mattress Factory SA are covered by a limited manufacturer's warranty against manufacturing defects for the warranty period specified for the purchased model.

The warranty period begins from the original purchase date shown on the invoice.

What the Warranty Covers

The warranty covers genuine manufacturing defects, including:

Manufacturing defects in the foam core or spring unit.
Abnormal sagging or indentation resulting from a manufacturing defect.
Defects in workmanship, stitching, or internal construction.
Material defects that affect the normal performance of the mattress.

At our discretion, eligible products may be repaired or replaced.

What the Warranty Does NOT Cover

The warranty does not cover:

Normal softening or compression of foam over time.
Normal body impressions that do not affect product performance.
Customer comfort preference.
Damage caused by misuse, abuse, improper handling, burns, cuts, stains, liquids, pets, insects, mold, or moisture.
Damage caused by an improper bed base or foundation.
Cosmetic defects occurring after delivery.
Transportation, pickup, delivery, installation, or removal charges.

Transportation costs are specifically excluded from warranty coverage.

Mattress Fabric & Upholstery

The mattress fabric, quilting, handles, zipper (where applicable), labels, embroidery, and all exterior upholstery materials are not covered under the warranty.

If a mattress is received for an approved warranty repair, the existing fabric will be carefully removed and reused wherever possible after the internal repair has been completed.

If the customer has damaged, stained, torn, burned, or otherwise spoiled the fabric, The Mattress Factory will not replace the fabric under warranty.

Should the customer wish to replace the fabric during the repair process, the replacement will be treated as a paid upholstery service.

The cost of replacement will be quoted to the customer before any work begins, and the fabric will only be replaced after receiving the customer's approval and payment.

Warranty Claim Procedure

To submit a warranty claim, customers must provide:

Original proof of purchase.
Order or invoice number.
Clear photographs showing the reported defect.
A description of the issue.

Our technical team may request additional information or arrange an inspection before approving any warranty claim.

Approval of all warranty claims is subject to inspection by The Mattress Factory.

Transportation for Warranty Claims

Warranty coverage applies only to the repair or replacement of manufacturing defects.

Transportation is not included as part of the warranty.

Customers are responsible for:

Delivering the mattress to our service facility.
Collecting the mattress after inspection, repair, or replacement has been completed.

Optional Pickup & Delivery Service

Customers who require transportation assistance may request our optional pickup and delivery service.

A fixed transportation fee of SAR 200, payable in advance, will apply.

This service includes:

Pickup from the customer's location.
Professional protective packing before transportation.
Transportation to our service facility.
Return delivery after the repair has been completed.

The SAR 200 fee covers both pickup and return delivery.

This transportation service fee is separate from the warranty and is non-refundable, regardless of whether the warranty claim is approved or rejected.

Warranty Inspection

If inspection confirms that the issue is covered under warranty, the mattress will be repaired or replaced at our sole discretion.

If the issue is found not to be covered under warranty, the customer will be informed before any paid repair work is carried out.

Warranty Void Conditions

The warranty becomes void if:

The mattress has been altered or repaired by anyone other than The Mattress Factory.
The mattress has been misused or intentionally damaged.
The mattress has been used without proper support.
The product has been used in a manner inconsistent with its intended purpose.

11. Contact Information

The Mattress Factory SA

Address:
Banha Street, Al-Manakh, Riyadh 12611, Saudi Arabia

Phone: +966 55 232 5099

Email: info@themattressfactorysa.com

Business Hours:
Saturday – Thursday
10:00 AM – 10:00 PM