1- The customer has the right to return or exchange the product within 7 days of receiving the order , provided the product is undamaged, unused, and in its original packaging. Custom-made products cannot be returned or exchanged, and the customer bears all shipping and return costs.
2- Sleep products cannot be returned under any circumstances after use, in order to maintain public health, or after being opened from their original packaging.
3- In case of a manufacturing defect, it must be reported upon receipt so that it can be replaced free of charge with a new product (a cut or a clear defect in the fabric).
4- Guaranteed products such as mattresses are received from the customer, the problem is solved, and they are returned to the customer free of charge within Riyadh. The customer bears the shipping cost outside Riyadh.
5- All accessories are not covered by a warranty and are treated as personal items; they cannot be returned or exchanged after use, even for a single night.
6- Delivery delays may occur due to shipping companies, especially during peak seasons and holidays. This is not the store's fault and is the responsibility of the shipping companies. Please note that we work with the best and fastest shipping companies to ensure your shipments arrive safely and as quickly as possible.
8- In case of return or exchange, the customer bears all costs associated with the return or exchange process. For example, shipping small products ranges from 21 to 35 riyals and is charged twice: once for shipping the product and once for returning it. The same applies to mattresses; shipping mattresses ranges from 100 to 150 riyals per mattress, and 75 riyals for recliners, each direction separately, and is charged twice for shipping and return.
The order value or replacement will be transferred after we receive the returned item in its original condition within 10 days of the product's receipt date. Bank transfer only.
(The actual shipping cost varies from company to company depending on the weight and size of the order. The shipping cost on the invoice is an approximate cost. Usually, the store bears the largest part of it, and when it is free, we bear it, but in the case of return or exchange, it is borne by the customer.)
10- In the event of cancellation of paid shipments during the shipping stage, the amounts will be refunded after the shipments are returned to the store within one business week. No amounts will be transferred before receiving the shipments.
11- Return and exchange procedures take 7 to 15 working days (the value of the refunded invoice will be transferred after receiving the product and verifying its condition).
12- The customer bears the responsibility for any error in choosing the size and all resulting shipping and return costs. Comfort Experts Company will bear the costs if the error is ours.
13 - Failure to receive shipments from the customer is considered a return, and the shipping and return costs will be deducted from the order value.
14- The outlet section is excluded; it is non-refundable, non-exchangeable, and not covered by warranty.
Warranty policy specific to mattresses:
All mattresses available in our store are guaranteed by Comfort Experts Foundation, and the warranty varies according to the type of mattress (the number of years of warranty for each type of mattress is shown in the product specifications).
This warranty includes:
Damage to the mattress caused by manufacturing defects such as
1- Mattress sagging by more than 5 cm in the sleeping area
2- Springs, wires, or any internal parts protruding to the outside
The warranty does not cover:
Misuse such as
1- The mattress is bent or folded due to transportation or storage.
2- If the mattress damage is due to the bed rails being too far apart
3- Mattress contamination (liquid spillage or presence of non-recyclable materials)
(For cleaning)
4- Choosing a mattress that is not suitable for the weight
The guarantee is considered void in these cases.
5- Items in the outlet section are not covered by the warranty
Mattress care instructions:
1- Make sure to ventilate the mattress regularly
2- Rotate the mattress every two months:
*Flip it every two months if the mattress is double-sided.
*Only rotate it in the opposite direction to sleeping.
3- Avoid putting pressure on or standing in a specific place on the mattress, as this may lead to damage to the mattress.
The customer benefits from the warranty only once.
A one-time shipping fee applies for orders outside Riyadh to return the damaged mattress.
Additional charges may apply if there are cuts or damage to the fabric.
Mattress delivery
