RETURN, REFUND, CANCELLATION & WARRANTY POLICY

1. Product Nature & Hygiene Classification

Mattresses sold under Mattress Mart Plus are classified as personal hygiene products due to direct and prolonged human contact.

To protect customer health, safety, and hygiene standards, such products are not eligible for return once the hygiene seal is opened or the product is used, except as expressly provided under this policy.

2. No-Return Policy (Post Delivery)

Once the product is delivered and accepted:

Returns are not permitted if:

• The hygiene seal is broken

• The product has been unrolled, used, or slept on

• The product is no longer in its original sealed condition

This applies regardless of comfort preference, firmness choice, or change of mind.

3. Permitted Exceptions (Statutory Compliance)

Returns, replacements, or refunds may be permitted only in the following cases:

a) Manufacturing Defect

If a manufacturing defect is reported and verified by the brand/manufacturer:

• Repair or replacement will be provided as per warranty terms

• Refunds are processed only if repair or replacement is not feasible

b) Transit Damage

If the product arrives damaged:

• The issue must be reported within 24–48 hours of delivery

• Photos/videos are mandatory

• The product must remain unused and sealed

4. Return Process (Where Applicable)

Step 1: Submit Request

Customers may raise a return or issue request through:

• Mattress Mart account dashboard

• Email: support@mattressmart.in

Step 2: Brand Evaluation

The respective brand will:

• Review the issue details

• Verify submitted photos/videos

• Approve or reject the request strictly as per policy

Step 3: Pickup & Inspection

If approved:

• Return pickup is arranged by the brand

• Inspection is conducted either:

  • At the time of pickup, or

  • At the brand’s facility

Step 4: Refund / Replacement

Upon approval:

• Refunds are processed directly by the brand (not Mattress Mart)

• Replacement products are shipped by the brand within the communicated timeline

5. Refund Timelines

Refund timelines depend on the brand’s internal processes:

• Prepaid Orders:
  Refunds processed within 5–7 working days after approval

• Cash on Delivery (COD):
  Refunds issued by the brand via NEFT / UPI

👉 Mattress Mart does not hold, process, or delay customer refunds.

6. Exchange Policy (Limited & Conditional)

Exchanges may be allowed only if:

• Product is unused

• Hygiene seal is intact

• Original packaging is undamaged

• Exchange request is raised within the brand-specified window

Exchanges are not guaranteed and vary by brand and SKU.

7. Comfort & Preference Disclaimer

Comfort perception, firmness preference, or subjective dissatisfaction does not qualify as a defect.

Customers are advised to:

• Review specifications carefully

• Consult Mattress Mart sleep experts prior to purchase

• Make an informed choice before opening the hygiene seal

8. Cancellation Policy

Before Shipping

Orders may be cancelled by contacting customer support before dispatch.

After Shipping

• Cancellation requests after dispatch are treated as return requests

• Such requests are evaluated strictly as per this policy

9. Return-to-Origin (RTO)

If delivery fails due to:

• Incorrect address

• Customer not reachable

• Refusal to accept delivery

The order may return to the brand.

⚠️ COD RTO Orders:
No refund will be issued for undelivered or refused COD orders.

10. Damaged or Incorrect Product Delivery

If the delivered product is:

• Physically damaged, or

• Incorrect (wrong model/size)

Customers must:

• Report within 24–48 hours of delivery

• Submit clear photos/videos

Upon verification:

• Immediate return pickup arranged by the brand

• Full refund or replacement guaranteed

11. Warranty Claims

• Warranty is provided directly by the brand/manufacturer

• For issues arising after the return window, customers must:

  • Contact the brand’s customer care

  • Claim warranty as per brand policy

Mattress Mart:

• Assists in coordination

• Is not responsible for warranty approvals or rejections

12. Transparency & Customer Acknowledgement

At checkout and delivery, customers are clearly informed that:

• Mattress Mart Plus products are non-returnable post seal opening

• The policy exists to protect hygiene and consumer safety

• Acceptance of delivery constitutes acknowledgement of this policy

13. Legal Rights & Compliance

This policy is framed in accordance with:

• The Consumer Protection Act, 2019

• Applicable E-Commerce Rules

Nothing in this policy limits statutory consumer rights in cases of:

• Proven defect

• Misrepresentation

• Unlawful trade practice

14. Support & Grievance Redressal

📧 support@mattressmart.in

Grievance Officer details are available on the Grievance Redressal page.

Hygiene Notice:
This mattress is delivered brand-new and hygiene-sealed.
Returns are not accepted once the seal is opened or the product is used.
Manufacturing defects and transit damage are covered as per policy.

Gifts:

If the goods were marked as a gift when purchased and then shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to you.

If the goods weren't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give it to you later, We will send the refund to the gift giver.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us by e-mail support@mattressmart.in