Last Updated: 14 September 2026

At MATTRINOVA, we are committed to delivering premium mattresses and sleep products that meet our standards of quality, comfort and craftsmanship. We understand that purchasing a mattress is an important decision and we aim to make your experience as smooth as possible.

Please read the following policy carefully before placing your order.

1. Order Cancellation

Orders may be cancelled before the product has been dispatched.

To request a cancellation, please contact our customer support team as soon as possible with your order number and registered contact details.

Once an order has been dispatched, cancellation may no longer be possible and the order will be subject to our applicable return policy.

If an eligible cancellation is approved, the amount paid will be refunded to the original payment method.

Any refund timelines may vary depending on the payment provider or bank.

2. Return Policy

MATTRINOVA mattresses are compressed, rolled, sealed and packaged specifically for hygienic transportation and delivery.

For hygiene, health and product-quality reasons, opened, unpacked, used or slept-on mattresses may not be eligible for return, except where the product is found to have a manufacturing defect, has been damaged during transit or is otherwise covered by an applicable consumer protection right.

Before opening the package, customers are advised to carefully inspect the outer packaging for visible signs of damage.

Eligible return situations may include:

  • Product received in a damaged condition
  • Wrong product or incorrect size delivered
  • Manufacturing defect
  • Significant damage caused during transportation
  • Any other issue specifically approved by MATTRINOVA Customer Support

All return requests are subject to verification and approval.

3. Damaged or Incorrect Product

If your MATTRINOVA mattress arrives damaged or you receive an incorrect product, please contact us as soon as possible after delivery.

Please provide:

  • Order number
  • Photographs of the package
  • Photographs and videos showing the issue
  • Product details
  • A brief description of the problem

Our team will review the information and determine the appropriate resolution.

Depending on the circumstances, MATTRINOVA may arrange for a replacement, repair, return or refund as applicable.

4. Manufacturing Defects

If you believe your mattress has a manufacturing defect, please contact our customer support team with your order details and supporting photographs and videos.

Our quality team may inspect or assess the product before approving a return, replacement, repair or other applicable resolution.

Normal changes resulting from regular use, improper handling, accidental damage, misuse, stains, burns, cuts or damage caused by an unsuitable bed frame or foundation may not be considered manufacturing defects.

For warranty-related matters, please refer to our Warranty Policy.

5. Refund Policy

Once a refund has been approved, the applicable refund amount will generally be processed to the original payment method used for the purchase.

Refund processing may take approximately 7–10 business days after approval, depending on the payment gateway, bank or financial institution.

Shipping, delivery, installation or other service charges, where applicable, may not be refundable unless the refund is due to an error attributable to MATTRINOVA or otherwise required under applicable law.

6. Return Shipping

Where a return is approved because of a manufacturing defect, transit damage or an incorrect product delivered by MATTRINOVA, the applicable return/replacement arrangements will be communicated by our support team.

For returns arising from reasons not attributable to MATTRINOVA, any applicable transportation or handling costs may be the responsibility of the customer, subject to our approval and applicable law.

Customers should not independently ship a mattress back to us without receiving return instructions from MATTRINOVA.

7. Products Not Eligible for Return

Returns may not be accepted for:

  • Mattresses that have been opened or used, except for approved defect/damage cases
  • Products damaged due to misuse or improper handling
  • Products with stains, tears, cuts, burns or other customer-caused damage
  • Products altered or modified after delivery
  • Products damaged due to improper storage
  • Products returned without prior approval
  • Products where the issue is caused by an unsuitable bed frame, foundation or support system

This does not affect any rights available to customers under applicable law.

8. Return & Refund Approval

Submitting a return request does not automatically guarantee approval.

MATTRINOVA will review each request based on the nature of the issue, order details, product condition, photographs and videos and other relevant information.

Once the assessment is completed, our customer support team will communicate the available resolution.

9. How to Request a Return or Cancellation

Please contact our customer support team with:

Order Number:
Customer Name:
Registered Phone/Email:
Reason for Request:
Photographs & Videos, where applicable:

Our team will guide you through the next steps.

10. Important Note

MATTRINOVA reserves the right to review and verify all return, refund, replacement and cancellation requests before processing them.

This policy is intended to provide a clear framework for handling orders while maintaining product hygiene and quality. Nothing in this policy is intended to limit or exclude any rights or remedies available to consumers under applicable Indian law.

For assistance, please contact our customer support team through the contact details provided on our website.

MATTRINOVA

The Ultimate in Sleep Luxury