Here is how you can initiate a return or exchange for purchases made on our website
Call the Spinemat Mattress Customer Support Team on 8502022222 or drop an email at email@example.com to raise a return request within 7 days of product delivery. The team shall let you know if your purchase qualifies for a return or not and guide you towards the next steps. Please note that only standard-size mattresses are eligible for returns. Sleep accessories and bed linen are not eligible for return requests at the moment.
Fill in the Spinemat mattress Order Return Form. We will validate and accept your return request within 24 hrs. You will be notified of every step via email.
We will be sending you our return package with packing material and return documents. It will include:
A. One Zipper Cover – A PVC zipper cover to pack the mattress to ensure that the returned product reaches without any fresh damages.
B. Waybill – A copy that will contain FROM (Your) and TO (Our) address.
C. Invoice Copy – A physical Invoice copy of your order.
Once you receive the packing material, please pack your mattress and stick the Waybill on the zipper cover and have it ready to be picked up. Hand over the mattress, invoice and other documents to our courier partner.
Return criteria of product
- The product(s) should be purchased only from spinemat.com and not from any other retailer, be it online or offline.
- Return request should be raised within 7 days from the date of delivery by contacting our customer support team.
- There should be no stains, marks, stitches or holes in the product(s), caused by the consumer
- All tags and original packaging should remain intact and should be sent along with the product(s)
- Original invoice should be returned with the product(s)
- Product(s) should reach us in sellable condition.
- Kindly note that we will not accept returns on consumer promotion items/freebies if the correct product has been delivered. In case we send the wrong product or the wrong size, we will accept your return.
We do not accept return of any product(s) which is not purchased from spinemat.com. We will not take responsibility for any such product(s) sent to us.
No refund policy:
Any product kept in its original form of packing, tags, bills and condition will be entitled to be exchanged or returned if the customer deems so as per the terms and conditions of website. All items must be exchanged or returned within specified time period of receipt of the good subjected to this “No refund clause” which states that there will be no refund in the following cases.
- In case of incorrect product order/ delivery- Action: Product with corrected size will be delivered on returning the previous product. Additional amount to the new product to be borne by the customer/excess.
- In case of any order cancellations (before shipping) - The order amount will be credited to the customer in the form of a Spinemat Mattress.
- In the event of delay in order delivery (up to 7 days over and above committed timelines).
- In case of Product quality related issues- e.g. Mattress sagging, bloating issue with Livein etc. - Product replacement/ prorated e-gift code will be given as per the warranty T&Cs Spinemat
- In case of Damage during dispatches, it will be subjected on verification and acceptance of dispatch damage, product will be replaced.
- Gift vouchers cannot be exchanged or returned for cash and or cannot be returned or cancelled at all. Replacement or refund will happen if the product successfully passes all the quality checks after being returned.
- In case of order having incorrect size & comfort issues then there won't be refund and logistics charges upto Rs.2500 will be applicable.
- Products which are in-transit cannot be cancelled/refunded, it could only be replaced.
- If the original configuration of the product is changed.
- Warranty is valid only if proper care of the mattress is taken as per the use and care directions given herewith.
- Any transportation cost during the redressal process has to be borne by the customer.
- Damages not specifically listed herein will not qualify for return/refund.
- The company's decision will be final on the nature of the defects and applicability of the warranty.