Refund and Returns Policy
Last updated: 13 July 2026
Mattress Dubai accepts eligible return or exchange requests made within 7 calendar days from the delivery date. This policy applies alongside rights available under applicable UAE consumer-protection law.
Seven-day request period
To request a return or exchange, contact us within 7 calendar days after delivery. The request date is the date on which you first contact us through an official channel and provide the order number. Approval depends on the product condition, product type, reason for return and the exclusions below.
Change-of-mind eligibility
For an eligible change-of-mind return or exchange, the item must be unused, unassembled, unsoiled and undamaged, with all labels, accessories and original sealed packaging intact. Mattresses and bedding are hygiene-sensitive personal-use products, so opened or used items cannot normally be accepted for change of mind.
No sleep trial at present
Mattress Dubai does not currently offer a sleep trial. Opening or sleeping on a mattress does not create a trial-return right. If a future product includes a specific manufacturer trial, it will be clearly stated on that product page and order confirmation, with separate terms.
Items normally excluded from change-of-mind returns
- Custom-size, personalised or made-to-order products.
- Mattresses removed from their protective packaging or used.
- Opened pillows, protectors, toppers, bedding and other hygiene-sensitive items.
- Assembled, installed, altered, stained, damaged or misused products.
- Clearance or final-sale items where the restriction was disclosed before purchase.
- Requests first submitted after the 7-day period, except where applicable law provides a remedy.
Damaged, defective, incomplete or incorrect items
Inspect the item and packaging at delivery. If it is damaged, defective, incomplete, not the product ordered or materially different from its description, contact us promptly with the order number and clear photographs or video. Depending on the assessment and applicable law, the remedy may include repair, replacement, completion of missing parts, exchange or refund. The change-of-mind exclusions above do not remove legal rights for defective or incorrectly supplied goods.
How to request a return or exchange
- Call or WhatsApp +971 52 438 5190 or email sales@mattressdubai.com within 7 days of delivery.
- Provide the order number, reason, photographs and product label where relevant.
- Wait for written return instructions before sending or moving the item.
- Make the product available for an agreed inspection or collection.
- We will confirm the approved remedy after assessment.
Collection costs
Where a return results from our error or an eligible defect, we will arrange the reasonable approved return process. For an approved change-of-mind request, delivery, collection, handling or restocking costs may apply where permitted and will be explained before collection.
Refunds
Approved refunds are normally issued to the original payment method after the returned item is received and checked, or the claim is otherwise verified. Processing time depends on the bank, card provider, Tabby or Tamara. We will confirm when the refund is initiated.