Shipping, Delivery, and Returns Policy

Delivery Policy

• Major Cities: Free delivery and installation within major city limits—including Dubai, Abu Dhabi, Sharjah, Ajman, Ras Al Khaimah, and Umm Al Quwain—within 1 to 3 days.
• Other Regions: Free delivery and installation to Al Ain, Fujairah, Dibba, Hatta, and Kalba are fulfilled once per week.
• Western Region: Special shipping charges apply. Please contact customer support before placing your order.

Returns & Refunds Policy

Our refund policy lasts 14 days. Unfortunately, we cannot offer a refund or exchange after this period.

• Eligibility Criteria for Returns:
  • Your item must be unused and in the same condition that you received it.
  • It must be in its original packaging.
  • Certain goods are exempt from being returned.
  • A receipt or proof of purchase is required.
  • Do not send returns back to the manufacturer.
• Refunds (If Applicable):
  • Mattresses: Refunds are applicable within 14 days, provided the mattress is unused and in its original packaging.
  • Pre-delivery refund request: Eligible for a 100% refund.
  • Post-delivery refund request:
    • Option A: An AED 300 fee + mattress protector charges will be deducted; the remaining balance will be refunded within 4–6 weeks.
    • Option B: The item can be returned via the customer’s own transport to our warehouse. The refund will be processed within 4–6 weeks upon receipt of the item in good condition (unused and in original packaging).
• Refunds (Not Applicable):
  • Mattresses: Non-refundable for odd sizes (non-standard/custom-made) or incorrectly ordered sizes.
  • Mattress Exchanges: Non-refundable and non-exchangeable for a second mattress if the first mattress has already been exchanged within the 14-day window.
  • Beds & Sofas: Non-refundable once installed.
  • Accessories: Nightstands, pillows, protectors, duvets, and mattress toppers are non-refundable after delivery.
• Refund Method:
  • Refunds are processed via the original payment method (credit card, Tabby, Tamara, or Cash on Delivery).
  • Note: We do not accept chargeback claims. All disputes must be resolved mutually or under UAE consumer law.

Storage Charges

• Prepaid orders (credit card, Tabby, or Tamara): Storage is free for 30 days. After 30 days, customers will be charged AED 50 per day.
• Unclaimed orders: Orders left unclaimed for over 60 days are completely non-refundable.
• Cash on Delivery: Orders are held for a maximum of 3 days. Unaccepted orders will be automatically canceled.

Exchanges (If Applicable)

We only replace items if they are defective or damaged. To request an exchange:

1. Email info@bedandpillows.com for return confirmation.
2. Upon confirmation, ship the item back to: Bed & Pillows, Warehouse No. 3, Plot No. 1699, Umm Al Quwain Industrial Area, UAQ, UAE.
3. Mattress Exchange Rules:
   • One exchange is allowed within 14 days (the item must be in like-new condition).
   • Higher-value exchange (upgrade): The customer pays the price difference + an AED 300 transport fee.
   • Lower-value exchange (downgrade): No price difference is refunded, and an AED 300 transport fee applies to the customer.

Exchanges (Not Applicable)

• Mattresses: Non-exchangeable for odd sizes (non-standard/custom-made), incorrect orders, incorrect items, or if used beyond the 14-day trial period.
• Beds & Sofas: No exchanges are allowed after installation.
• Accessories: Nightstands, pillows, protectors, duvets, and mattress toppers are non-exchangeable after delivery.

Shipping & Return Logistics

• Carrier Methods: Our products are shipped within 2–3 days using our own internal logistics network as well as third-party services, including DHL and Aramex.
• Initiating a Return: To return a product, please email the specific product defect details to info@bedandpillows.com.
• Shipping Costs: You will be responsible for paying your own shipping costs for returning your item. Shipping costs are completely non-refundable. If you receive a refund, the cost of return shipping will be deducted from your total refund amount.
• Transit Times: Depending on your geographic location, the time it takes for an exchanged product to reach you may vary.
• Disclaimer: We do not guarantee that we will receive your returned items.

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