Frequently Asked Question

ODD SIZE
As Dr.Mattress we can produce made to measure mattresses and beds. Any size that is not included in the standard size chart above is considered an odd size. In order to avoid any additional charges and inconvenience, we require our clients to confirm the mattress dimensions in centimeters in writing, i.e. signing the final sales order or via SMS or e-mail.

INSTALLATION
We do provide installation service of our bed sets at the same time of the delivery. If the client fails to be ready for installation, there will be a surcharge for the next installation visit and Dr.MattresS will not be responsible of any damage on the goods or missing parts in this period.

CANCELLATION
Odd size orders cannot be cancelled or refunded.
Dr.Mattress provides sleep centres, where our clients can test and make the right mattress choice. The right mattress depends on body shape, weight and personal comfort preferences. However, we understand that it might take days for someone to adjust to a new mattress. We want to be sure you made the right decision and allow you enough time to get used to your new Dr.Mattress mattress, which you will be using for long.

We hence provide a 30 DAY RETURN POLICY

HOW IT WORKS

1. Deterioration causing the mattress to have a visible

1. Buy a Dr.Mattress mattress from us.

2. We’ll deliver your mattress.

3. Do not remove or tamper (unpack) with the original packaging.

4. Sleep on your new mattress for 30 nights to get used to the amazing comfort and support it offers.

5. If you are happy with the comfort level and your body adjusts to the firmness, remove the polythene and enjoy the Dr.MattresS experience.

6. If you’re not happy, contact us within 30 days from delivery date. Our customer service staff will work with you to answer your questions and resolve your concerns.

7. As long as the mattress is in its original packaging and a standard size (please refer to the standard sizes list), we will allow for a reselection.

8. If we can’t find a way to make you happy we’ll take the mattress back and reimburse your purchase price.

9. Transport cost may apply depending on the location of reselected/refunded mattress.

10. 30 day return is limited to 2 times reselection only.

11. 30 DAY RETURN POLICY DOES NOT APPLY TO ODD SIZE MATTRESSES. DR.MATTRESS SHALL NOT BE LIABLE FOR INCIDENTAL OR CONSEQUENTAL DAMAGES RESULTING FROM THE USE OF THIS PRODUCT OR ARISING OUT OF ANY BREACH OF THIS WARRANTY.
We do offer “FREE DELIVERY SERVICE” within Nairobi and its environs during working days. Minimum order amount for free delivery is KES20,000. Lead times are 2 to 5 business days. Management has the right to change it. Delivery can be done at odd hours due to unforeseen circumstances like traffic or accidents and if the client doesn’t accept this, they must inform in writing in advance.

WE DO NOT AT ANY POINT GIVE AN ASSURANCE OF THE EXACT TIME OF DELIVERY. IF AN ASSURANCE IS DEMANDED, THEN THE DELIVERY WILL QUALIFY UNDER THE EXPRESS SERVICE CLAUSE AS INDICATED BELOW.

Due to the size and nature of our products, we request our clients to ensure a clear path from parking to where the goods will be placed. Dr.Mattress and our delivery team will NOT be responsible of clearing any objects/obstruction on the path and of any damage/loss of items during the delivery.

Failure to receive the goods on the scheduled delivery date will attract transport charges. In order to avoid extra delivery charges we request our clients to avail someone to receive the goods and make sure to be reachable by phone on the day of delivery. If the client needs to change the agreed delivery date, we must be notified latest 1-day prior to the delivery date.

Our delivery team will not be unpacking the mattresses. Any such request should be done in writing and signed by the client (or their authorised receiving agent), after which the delivery team will call the Company for such request to be granted.
THIS LIMITED WARRANTY COVERS THE FOLLOWING ITEMS DURING NORMAL WEAR:
1. Deterioration causing the mattress to have a visible indentation greater than ¾ (0.75) of an inch that is not associated with an indentation or sag which results from use of an improper or unsupportive foundation or adjustable bed base with proper bed frame sufficient to support the collective weight of the mattress and base with proper bed frame sufficient to support the collective weight of the mattress and foundation. (beds with slats instead of plywood)

2. Any physical flaw in the mattress that causes the material to split or crack, despite normal usage and proper handling.

THIS LIMITED WARRANTY DOES NOT COVER:
1. A normal increase in softness of the Dr.MattresS pressure relieving material which does not affect the pressure-reliving qualities of the mattress.

2. Comfort preference, finding the mattress soft or hard after the 30 day of trial. By facilitating sleep centers with trial mattresses we assume our client choose the right mattress.

3. Damage associated with an improper bed frame, foundation, or adjustable base.

4. Product sold by unauthorised resellers who are not authorised retailers or second hand owners. Hence the buyer should produce original documentation.

5. Physical abuse or damage to the structure and/or cover material, including but not limited to, burns, cuts, tears or liquid damage. However, if there is a manufacturing defect not caused by the abuse or damage then the mattress would be covered under the standard warranty.

6. Items on clearance sale. The warranty period of items on clearance sale or showroom pieces shall begin from the date of manufacture.

STANDARD MATTRESS SIZES
3ft x 6ft 3inch: 90cm x 190cm 3ft x 6ft 7inch: 90cm x 200cm
3.5ft x 6ft 3inch: 107cm x 190cm 3.5ft x 6ft 7inch: 107cm x 200cm
4ft x 6ft 3inch: 122cm x 190cm / 120 x 190cm 4ft x 6ft 7inch: 122cm x 200cm / 120 x 200cm
4.5ft x 6ft 3inch: 137cm x 190cm 4.5ft x 6ft 7inch: 137cm x 200cm
5ft x 6ft 3inch: 152cm x 190cm / 150cm x 190cm 5ft x 6ft 7inch: 152cm x 200cm / 150cm x 200cm
6ft x 6ft 3inch: 183cm x 190cm / 180cm x 190cm 6ft x 6ft 7inch: 183cm x 200cm / 180cm x 200cm

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