Return & Refund Policy
Eligibility for Returns and Exchanges:
- You may return or exchange an item within 14 days of receipt if it has a manufacturer defect. Eligible products for return or exchange include mattresses and pillows, provided they are returned with the original packaging, accessories, and bill.
Return Costs & Process:
- Return shipping costs an additional AED 500 in Dubai, with varying costs in other emirates and countries.
- To initiate a return, please contact our customer service team. We will arrange for an inspection of the product at your location. If the defect is confirmed, we will process your refund using the original payment method within two weeks (7-14 days). Sleep Smart covers the expenses to return the item to our warehouse if the defect is confirmed after inspection.
REFUND POLICY
Refund Eligibility:
- Full refunds are issued under the condition that the refund request is made within 100 days of purchase and the product is returned in good condition with its original packaging, serial number and bill intact.
- Refunds are processed via bank transfer within 7-14 business days
- Non-refundable items include special order items, duvets, pillows, and mattress protectors unless they are faulty. Custom-size mattresses are also non-refundable.
- A restocking fee of AED 500 is deducted from the refund amount
PRICE AND PAYMENT METHODS
When placing your Order, you agree to pay the price including all charges shown and related to the transaction.
Taxes & Duties:
VAT is included in the product price. Additional duties may apply for international orders depending on the country.
The prices of products shown on the Website are understood to be excluding shipping charges, the price of certain packaging, or the price of other optional services selected by the User, which are charged separately. The User will be informed of those charges on the Order summary page before the final validation of the Order.
All amounts are in [AED Dirhams]. Unless otherwise indicated, taxes are calculated based on the address where the product is being shipped.
It is important to note that Sleep Smart is not accountable for any fees, charges, taxes, or levies imposed by third parties. You are solely responsible for understanding and concerning such fees, charges, taxes, and levies.
Payment Methods:
We accept payments via credit card, Visa, or MasterCard. We do not offer installment plans or "Buy Now, Pay Later" services.
When payment is settled online, we debit your credit card for the purchase amount before we begin processing your order. Should a product become unavailable, we will initiate a refund to your credit card or payment card.
Sleep Smart guarantees the security of payment by bank card by using the SSL (Secure Socket Layer) protocol encryption system and by having payments processed by [Payment Processor].
CANCELLATION POLICY
Before Shipping:
Orders can be cancelled up to one day before processing with applicable deductions from the refund for bank fees, third-party processing payments, and other incurred expenses.
After Shipping:
Once an order has been shipped, it cannot be cancelled.
TRIAL PERIOD POLICY
Trial Length & Conditions:
We offer a 100-day risk free trial period during which you can request an exchange for a different firmness level within the first two weeks. The product must be in perfect condition with original packaging, and an additional charge of AED 500 will be applied for the exchange.
Trial Return Process:
To initiate a return during the trial, please contact our customer service team via phone [971 4 553 4753] OR admin@sleepsmart.ae. The mattress must be free from stains or damage and include the original packaging, tags, serial number and bill for the return to be accepted.
