RUBY MATTRESS
Returns and Refunds
Last revised: 12 October 2026
1. About this policy
This policy applies to purchases made from Ruby Mattress through rubymattress.ae and our stores in the United Arab Emirates. Ruby Mattress is operated by RUBY FOAM MATTRESSES INDUSTRY L.L.C, Ajman industrial licence No. 73742.
This policy explains how we handle non-defective products, delivery damage, incorrect orders, defects and refunds. Nothing in this policy limits any rights or remedies required by applicable UAE law.
2. Non-defective products and change of mind
We do not accept returns or offer voluntary exchanges or refunds for non-defective products because of a change of mind. This includes choosing an incorrect size, colour, design or firmness, or deciding that you no longer want the product, subject to any rights required by applicable law.
Please check the dimensions, materials, comfort level, colour, quantity, included items and price before ordering. A product supplied incorrectly by us, or materially different from its description or agreed specifications, is handled under the defect and incorrect-order provisions below.
3. Damaged defective incorrect or incomplete orders
Contact us if a product arrives damaged, has a manufacturing defect, differs from your confirmed order or description, or has missing items. Please report delivery issues within 14 calendar days after delivery so we can inspect the product and arrange an appropriate resolution promptly.
The 14-day delivery reporting process does not remove rights concerning hidden defects, applicable warranty claims or remedies required by UAE law. Issues discovered later should be reported as soon as reasonably possible after discovery.
4. How to request a return
- Email info@rubymattress.ae or use the Contact Us page. You may also call +971 6 744 7487 for assistance.
- Provide your order number or available proof of purchase, name, contact details, delivery date and a description of the issue. Include clear photographs or videos if possible.
- Keep the product and available packaging while we assess the request. We will provide inspection and return instructions and confirm the appropriate next steps.
- Return the product only through the arrangement agreed with our team. We will notify you of the assessment and resolution.
If your invoice is unavailable, contact us so we can check other available purchase records. Please do not alter, repair or dispose of the affected product before speaking with us.
5. Return method and location
For approved defective, damaged, incorrect or misdescribed product returns, Ruby Mattress will collect the product from your home within the UAE at no charge. Contact our team to request assessment and arrange an agreed collection date. You do not need to post the mattress or transport it to a showroom or warehouse.
Our business contact address is Exhibition – Showroom No. 6, Jurf Industrial 1, Ajman, United Arab Emirates. Returns are collected from your home by arrangement; please do not make an unscheduled drop-off.
6. Condition and inspection
Keep the product in the condition in which the issue was discovered and take reasonable care to prevent further damage. Opening packaging or discovering a defect during normal use does not automatically disqualify a valid defect claim. Original packaging is helpful where available but is not an absolute condition for a remedy required by law.
Customer-caused damage, misuse, spills, stains, improper handling and ordinary wear are not manufacturing defects. Such issues do not automatically invalidate an unrelated manufacturing defect. Comfort preference alone is not a defect when the product matches its description.
7. Free collection and no fees
No return collection fees, return shipping fees or restocking fees apply to approved returns. Ruby Mattress arranges free collection from the customer’s home within the UAE for accepted defective, damaged, incorrect or misdescribed product claims.
If assessment finds no defect or other valid return basis, our no-change-of-mind policy applies. We will explain the assessment and discuss the next steps with you. We do not charge a restocking or return fee.
8. Repair replacement and refunds
Following assessment, we will provide the remedy required by applicable law and the relevant warranty terms, which may include repair, replacement or refund. Where repair or replacement is unavailable, a refund will be issued where due. Our assessment does not override mandatory consumer rights.
When a refund is due, it includes the product amount and any original delivery charge that must be refunded under applicable law. Standard delivery is free across the UAE, so there is no standard delivery charge to deduct or refund for those orders. Any separately charged service will be addressed according to the order terms and applicable law.
9. Refund method and processing time
Approved refunds are processed to the original payment method within 14 calendar days after the returned item arrives at our warehouse. If a refund is due without a physical return, we will confirm the relevant processing arrangements with you. Your bank or payment provider may need additional time to display the credit.
Card payments processed through Paymob are refunded through the original transaction where supported. Tabby purchases are handled through Tabby’s refund process, and any adjustment to the payment plan is subject to Tabby’s applicable procedures. For any payment that cannot be refunded through its original channel, we will agree an appropriate lawful method with you.
10. Customised products and promotional purchases
Customised mattresses, beds, headboards and furniture are made to the agreed specifications and are not eligible for change-of-mind returns. Clearance and promotional purchases are also subject to our no-change-of-mind policy.
These restrictions do not exclude remedies for manufacturing defects, delivery damage, incorrect products or our failure to supply the agreed specifications. The price or promotional status of an item does not remove mandatory consumer rights.
11. Exchanges and warranty claims
We do not offer voluntary exchanges for non-defective products. Replacement of a defective or incorrect product is a separate remedy and is not a change-of-mind exchange.
Manufacturing issues discovered after the initial delivery reporting period may be handled under the product’s applicable warranty. Check the product label and warranty information supplied at purchase for its coverage and duration. Warranty procedures do not remove any return or refund remedy required by law.
12. Delivery information
Ruby Mattress offers free delivery across the UAE. Next-day delivery is available, subject to product availability and delivery location. Your order’s delivery arrangements will be confirmed with you. Free outbound delivery and the cost of a return are separate matters; return costs are explained above.
13. Policy changes
We may update this policy for future purchases. The policy agreed for your purchase remains applicable unless a change is required by law or otherwise lawfully agreed. Mandatory rights remain unaffected.
14. Contact Ruby Mattress
Business: RUBY FOAM MATTRESSES INDUSTRY L.L.C
Trading brand: Ruby Mattress / Ruby Mattresses
Ajman industrial licence: 73742
Business address: Exhibition – Showroom No. 6, Jurf Industrial 1, Ajman, United Arab Emirates
Email: info@rubymattress.ae
Ajman: +971 6 744 7487
Dubai: +971 50 612 3825
Website: rubymattress.ae