SleepNice

SleepNice

Exchange and Return Policy

30-day trial exchange and return policy

In our commitment to providing the best sleeping experience for our customers, we offer a "30-day trial" which allows you to exchange or return the mattress according to the following terms and conditions:

First: If the mattress remains in its original condition (the plastic cover has not been removed)

If the original plastic packaging of the mattress has not been removed, the customer has the right, within 30 days of the date of receipt, to choose between:

  • Replacement: The mattress will be replaced with another product (more or less comfortable) for a delivery and service fee of 200 riyals . (With payment or refund of the price difference between the two mattresses, if any).
  • Returns: Return the mattress and get a refund. Returns are free in the following cities: ( Riyadh, Dammam, Khobar, Hail ), while a return fee of 200 riyals will be deducted if the return is from other cities not mentioned.


Second: In case the plastic cover of the mattress is removed (tested)

Believing in the importance of testing the mattress, if the plastic wrapping is removed, the following conditions apply within the 30-day period:

  • Replacement: The customer is entitled to replace the mattress with another product for a different comfort experience for a fee of 200 riyals . (This feature is applied only once per mattress, and the customer is not entitled to request a replacement mattress again).
  • Returns: The customer has the right to request the return of the mattress and a refund of the amount paid. A return fee of ( 200 riyals ) will be deducted in addition to a "remanufacturing and packaging" fee ranging from ( 200 to 500 riyals ) depending on the type and size of the mattress.

Third: Free gifts and accessories

  • All gifts included with the order must be in their original condition and sealed packaging when requesting a return.
  • If the gift wrapping is opened or used, its original value will be deducted from the customer's refund, as it is not suitable for resale for health reasons.

Fourth: Hygiene and mattress protection (product packaging in case of return)

  • Hygiene requirement: No returns or exchanges will be accepted for any mattress that has been soiled, torn, or has been penetrated by any liquids or odors.
  • Usage recommendation: We strongly recommend using a "mattress protector (liquid sealant)" throughout the trial period to maintain it.
  • Reverse packaging before shipping: If the plastic wrapping has been removed and the customer requests a return or exchange, the customer is required to rewrap the mattress properly in a thick plastic sheet provided by the customer before handing it over to the shipping representative. This procedure aims to protect the mattress from dirt or damage during transport. If the mattress is handed over to the representative without wrapping and arrives at our warehouse dirty, we will unfortunately be forced to refuse to accept it and cancel the return/exchange request .

Fifth: Processing requests and refunds

  • The amount due to the customer (after deducting the applicable fees depending on the product) will be transferred within a period ranging from 7 to 14 working days .
  • This period is calculated from the date the mattress arrives at our warehouses, and after it has been inspected by the specialized team to ensure its cleanliness, safety, and compliance with all the mentioned return conditions.

Sixth: General provisions and exceptions

  • Multiple mattresses: If the order contains more than one mattress, the above terms and fees apply to each mattress separately .
  • Exceptions: This policy does not include mattresses sold in the clearance section (outlet), nor does it include "custom-made" mattresses or non-standard sizes that have been custom-made at the customer's request.
  • The policy is subject to change.


Exchanges and returns do not apply to the following items:


Special sizes (uncommon and previously mentioned)

Remove the outer plastic wrapping from the mattresses and all products (the product must be in its original condition).

Pillows of all kinds, prayer rugs, quilts, liquid seals, mattress covers, fillings, felt, and everything placed on top of the mattress cannot be exchanged or returned due to health reasons from the Ministry of Health.