Return and Exchange Policy
Our Dr.Alstone "Signature Mattress" offer a 100-days return window from the date you receive your item to the date you request a return and/or refund. Other Dr.Alstone's mattresses will be bound by the terms stated in the product inspection.
To qualify for a return or refund, items must be unaltered, unworn, and in original condition, with all tags attached and in the original packaging. A receipt or proof of purchase is required.
To request a return, please contact us at assist@dralstone.com. The seller has the right to reject a return or exchange if the customer fails to comply with terms and conditions. Approved returns must be sent to the address provided by our support team. Returns sent without prior approval will not be accepted. If your return is approved, we will provide return instructions and, where applicable, a return shipping label.
For any questions regarding returns, please contact assist@dralstone.com
Product Inspection Claims
You are required to inspect your product upon arrival for any defects, damage, or invalid items and to contact us within 24 hours with relevant videos, photos, and measurements and proof if you find any issues so we can evaluate and rectify the situation.
Claims reported late or without sufficient information may not be accepted.
Refunds Process
Once we receive and inspect your returned item, we will notify you whether your refund is approved. If approved, the refund will be issued to your original payment method within up to 10 business days. Please note that processing times may vary depending on your bank or card provider, and we are not responsible for delays caused by third-party financial institutions. If you have not received your refund within 15 business days after approval, please contact us at assist@dralstone.com for assistance.
European Union 14-day cooling-off period
If you buy and have merchandise shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Your item must be unworn, unused, tagged, and in its original packaging along with the receipt or proof of purchase.
Return and Exchange
We stand behind the quality of our mattresses. Returns or exchanges are only applicable for factory defects and must meet the conditions below:
Eligible for Return/Exchange
- Returns/exchanges are ONLY for factory defects. The mattress sinks at or more than 3 inches (7 cm). For accurate steps of measurement, please contact assist@dralstone.com. If an issue occurs within the warranty period, the customer must provide clear photos, and video proof must be provided for verification.
- Proof required: customers must provide [ at least 5 clear photos and videos showing the defect ] . The customer must provide measurement proof showing the mattress sinking 7 cm or 3 inches and above. Original order details and/or invoice are required.
- only ONE TIME exchange is allowed
Exceptions / non-returnable items
Certain types of goods cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, returns and refunds are not available for items bought on sale or those purchased using gift cards or vouchers.
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