Terms & Conditions

Delivery

We deliver only in the UAE. Delivery of all Mattress Souq products is free within the city limits of UAE. Delivery of Goods will take place at the address entered during the order process.

When you receive your delivery, please check your order and sign the delivery note. In the unlikely event that your order arrives in an unsuitable condition, please contact us immediately and if the damage has been caused in transit, we will arrange a replacement as quickly as possible.

Deliveries are made within 7 working days after you place your order unless scheduled for a later period by the customer.

 

Returns, Refunds & Exchanges

Please make sure the dimensions you choose are correct. We do not accept returns in case the wrong size is ordered. Be sure to double-check your measurements before you buy to confirm that the mattress and base heights you’ve chosen fit your needs.

You are allowed only one exchange on mattresses.

Return and Refund only applies to standard-sized mattresses from Spring Air, Springwall, Silentnight & Mattress Souq brands.

Our Return and Refund policy does not cover Custom-Size mattresses, Mlily Mattress-in-a-Box Mattresses, Accessories, Adjustable Beds, Bed Frames & Divan Bed Bases.

You will be refunded 100 percent of the original amount, however note that on finance orders (Tabby payments), interest or processing fees paid are not refunded. Returns within the UAE are free of delivery charges. However, products can not be returned from outside the UAE.

 

30-Nights Trial Period

Our 30 nights trial gives you the opportunity to test the mattress at home after purchase for 30 nights, starting on the day of delivery. If you are not happy with the mattresses in this trial period, please contact us for replacement. Our QC team will assess the product for any damage and process the replacement.

The 30-Nights Trial Period is only applicable on standard size mattresses of Spring Air, Springwall, Silentnight & Mattress Souq brands.

Custom-Size mattresses, Mlily Mattress-in-a-Box Mattresses, Accessories, Adjustable Bed, Bed Frames & Divan Bed Bases are not covered under 30 Nights Trial Period.

 

Payment

For Mattress Souq, Spring Air, Springwall, Mlily & Protect-A-Bed products:

The following are the accepted modes of payment:

  • Cash/Card on Delivery (minimum order amount AED 200)
  • Online Debit/Credit Card Payment
  • Payment via Online Link
  • Payment via TABBY
  • Payment via Bank Transfer (bank details will be shared on request)

 

For Silentnight products:

The following are the accepted modes of payment:

  • Online Debit/Credit Card Payment
  • Payment via Online Link
  • Payment via TABBY
  • Payment via Bank Transfer (bank details will be shared on request)

 

Terms of Use:

  • Any dispute or claim arising out of or in connection with this website shall be governed and construed in accordance with the laws of UAE.
  • United Arab of Emirates is our country of domicile.
  • Minors under the age of 18 shall are prohibited to register as a User of this website and are not allowed to transact or use the website.
  • If you make a payment for our products or services on our website, the details you are asked to submit will be provided directly to our payment provider via a secured connection.
  • The cardholder must retain a copy of transaction records and Merchant policies and rules.
  • We accept payments online using Visa and MasterCard credit/debit card in AED
  • (Website) will NOT deal or provide any services or products to any of OFAC (Office of Foreign Assets Control) sanctions countries in accordance with the law of UAE.
  • Refunds will be done only through bank transfer.

 

Warranty Terms

We offer a 3, 5, 7 and 10 Year Limited Manufacturer’s warranty on our Mattresses. Visit our Warranty Information page to learn more.

NOTE: Our product warranties are only applicable to the primary purchaser of our products. The warranty terms are null and void on products that have been resold or redistributed. 

 

Right to Refuse Service

We reserve the right to refuse service, cancel orders, or restrict access to our products and services at our discretion if we determine that a customer is attempting to exploit or take undue advantage of our policies, promotions, or goodwill. This includes, but is not limited to, excessive returns, fraudulent claims, misuse of discounts, and any behavior that we deem to be in bad faith. Our decision in such cases will be final, and we may take necessary actions to prevent further abuse.