Frequently Asked Questions

Can I exchange or return a mattress or bedding product?

Yes, exchanges and returns are permitted in accordance with the terms and conditions of the approved Return and Exchange Policy.

Can an item be returned by someone other than the purchaser?

Yes, provided that the person has the invoice and follows the applicable policy.

Is an invoice required for returns or exchanges?

Yes, the invoice must be presented when requesting a return or exchange at one of our showrooms. If the invoice has been lost, please contact Customer Service.

Why am I contacted before my mattress is delivered?

We contact you to confirm the order details, size, and delivery address, and to explain the Return and Exchange Policy before preparing and shipping the order. This helps avoid shipping fees associated with exchanging or returning the mattress.

Can I change the size or color after confirming my order?

The order can be modified before preparation or shipping begins. After that, the terms of the Return and Exchange Policy will apply.

Can I exchange a mattress if it is not suitable after use?

Yes. However, to protect customer health and safety, the mattress must retain its original factory packaging. This requirement does not apply if there is a verified manufacturing defect.

What should I do if I receive a product different from the one I ordered?

Please contact Customer Service immediately, and the case will be handled as quickly as possible.

What should I do if the product has a manufacturing defect?

• Reported within 3 days of delivery: The report will be received and assessed. If a manufacturing defect is confirmed, the appropriate action will be taken in accordance with the Return and Exchange Policy.
• Reported more than 3 days after delivery, product new and unused: The report will be received and assessed. If a manufacturing defect is confirmed, the appropriate action will be taken in accordance with the company's policy.
• Reported more than 3 days after delivery, product has been used: The report will be received and assessed. If a manufacturing defect is confirmed, the appropriate action will be taken in accordance with the Warranty Policy.

Can products be returned or exchanged after removing the packaging or using them?

No. To maintain quality and hygiene standards, products that have been used, damaged, or soiled cannot be returned or exchanged, except in cases covered by the Warranty Policy.

Who is responsible for the shipping fees?

Shipping fees are determined based on the reason for the return or exchange, in accordance with the company's policy.

How long does it take to process a return or exchange request?

Once the returned product has been received from the shipping company, the request will be processed within 3 business days. The customer will be notified of any updates.

How can I submit a return or exchange request?

To submit a product return request, please follow these steps on our website:

1. Log in to your account by clicking the account icon at the top left of the screen.
2. Select "My Orders."
3. Choose the order containing the product you wish to return.
4. Click "Return Product."
5. Complete all the required options.
6. Attach a clear photo showing the condition of the product.
7. Click "Confirm."

A confirmation message will appear indicating that your request has been received successfully.

Can online orders be returned or exchanged at our showrooms?

No, online orders cannot be returned or exchanged at our showrooms.

Does signing the Mattress Confirmation Form or giving my approval during the confirmation call constitute acceptance of the policy?

Yes. Signing the Mattress Confirmation Form or giving approval during the confirmation call confirms that the customer has reviewed and accepted the policy.