Refund policy

Return & Refund 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 policy to protect both our customers and our company.

1. Return Window

  • Return requests must be submitted within 7 days of delivery.

  • Requests after 7 days 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:

โœ… Mattress may be returned ONLY if:

  • The mattress arrives damaged.

  • The wrong size/model was delivered.

  • The product does not match the specifications mentioned on the website.

โŒ 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/softness is as described on the product page but does not match personal preference.

  • The size was selected incorrectly by the customer.

๐Ÿ‘‰ Please note:
Firmness levels (Soft / Medium / Firm / Medium-Firm) are clearly mentioned in the product description. If the mattress firmness matches the stated specification, it will not qualify for return or exchange.

3. Other Product Returns (Pillows, Accessories, etc.)

Items must:

  • Be unused and unopened.

  • Be in original packaging with all tags.

  • Include proof of purchase.

Opened or used bedding items cannot be returned for hygiene reasons.

4. Non-Returnable Items

We do not accept returns for:

  • Custom-made or personalized mattresses.

  • Clearance or Final Sale items.

  • Gift cards.

  • Products damaged due to misuse.

  • Items returned without prior approval.

5. Return Process

Step 1 โ€“ Contact Us

Email: info@themattressfactorysa.com
Include:

  • Order number

  • Clear photos (if damaged)

  • Reason for return

Step 2 โ€“ Approval

Our team will review your request within 1โ€“2 business days.
Do not send any item without Return Authorization.

Step 3 โ€“ Return Shipping

  • If the issue is our mistake (wrong/damaged item), we will arrange pickup at no cost.

  • If approved for return due to customer reason (eligible cases only), customer is responsible for return shipping.

6. Restocking & Handling Fee

Approved returns (non-defective cases) are subject to a 10% restocking and handling fee, deducted from the refund amount.

This covers logistics, inspection, and handling costs for bulky products.

7. Inspection & Refund

  • All returns are inspected upon arrival.

  • If approved, refunds will be processed to the original payment method within 7โ€“10 business days.

  • Shipping charges are non-refundable.

  • If more than 15 business days pass after approval, please contact us.

8. Exchanges

We do not offer direct exchanges for used mattresses.
If eligible, you may return the item (as per policy) and place a new order.

9. Order Accuracy Responsibility

Customers are responsible for:

  • Selecting correct size

  • Checking room access (stairs/lifts)

  • Confirming firmness preference before purchase

Our team is always available to guide you before purchase to avoid any issues.

10. Contact Information

Trade Name: 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 โ€“ Thursday, 10:00 AM โ€“ 10:00 PM