Rochester Customer Made Bench

Delivery and Returns

Please note our 40 Night Sleep Promise only applies to the helmii mattress

Can I return a product?

Our ultimate aim is to keep you happy so we won’t be vague about our returns policy and give you all the facts. Upfront! While we can accept the mattress back within 40 days of delivery, there are some products we cannot take back:

Children’s mattresses – We can't take back children’s mattresses purely for hygiene reasons. Unless there’s a manufacturing defect (we hope not) of course, in which case we’ll send over our helpers to haul it out of your home in no time.

Helmii DyO Design your own bed - Since these beds are custom made for your home, size, fabric and all, only you’ll get why we can’t take them back. If there’s a manufacturing defect then we’ll have our people with you (in no time) to repair or replace the bed.

Assembled Furniture - If you order a wardrobe, chest of drawers, nightstand or dressing table, basically any kind of furniture that’ll be assembled upon delivery we won’t be able to take it back. Here’s why - when our delivery team comes over to your house, they assemble the product and only when they get your approval and your signature do they leave. If you’ve given us the nod once we won’t be able to take back the piece of furniture. Not unless there’s a manufacturing defect in which case we’ll be back at your door.

Pillows and Accessories

If you wish to return our cloud-like pillow and receive a 100% refund then please make sure of these simple things:

- The pillow bag has not been opened

- The pillow(s) have not been used

- Please pack the pillow(s) in the original packaging and send it back to us. Unfortunately we cannot take responsibility for picking up this item.

- Please print out the receipt and send it along with your pillow(s) as proof of purchase.

- This is an important one - Reach out to us within 30 days of receiving the product

- If the pillow(s) has been damaged or soiled in any way, we reserve the right to refuse the refund

If you’d like to return bedding accessories like pillow cases, sheets, duvet covers or the mattress protector, then please ensure the following conditions be met:

- The accessories have not been used.

- Please pack the products in the original packaging and send it back to us. Unfortunately we cannot take responsibility for picking up these item.

- Please print out the receipt as proof of purchase and send it along with the returned products.

- This is an important one - Reach out to us within 30 days of receiving the product

- If the products have been damaged or soiled in any way, we reserve the right to refuse the refund

Once the products make it back to our warehouse, our team will inspect them and only once they’re sure that the product hasn’t been damaged in any way will your refund be processed. We apologise for the lengthy process but we’ve got to be thorough.

Please return all items to MOOBOO HOME FURNITURE TRADING L.L.C. (trading as helmii.com), helmii, Warehouse 6, Street 59, Industrial area 1, Jebal Ali , Dubai. UAE.

We also can’t take back any of these:

Products that have been modified by you, altered or washed.

Products that may have been damaged or show signs of wear and tear, even if they’re under warranty.

How do I return a product?

If you’re not happy with our products then we’re sorry. We’d hate to see you unhappy! If there’s a manufacturing defect we’ll have our people get to it, right away. But if you still insist on returning it, then reach out to our customer care team.

Use our live chat option
Shoot us an email, customerservices@helmii.com
Call us, maybe? 0529 55 44 69

How much time do I have to return the product?

30 days, tops. Email, call or chat with us! In case of the mattress you’ve got 40 days and once you call us we’ll send someone over to collect it.

While you get a complete refund on the mattress, there is a fee of 400 Dirhams for collection.

Can I return my mattress if I don’t like it?

We promise our mattress will keep you nice and cosy for years to come but just so you trust us some more, we’ll let you keep it for 40 nights straight.

If I decide I don’t like my order at the time of delivery can I return it?

We’ll send our team over to assemble the product. If you don't like it then no pressure. Tell them you’re not happy and also why so it helps us understand you. Our delivery team will un-assemble it and take it back to the warehouse. Free of cost! Once its back with us, we’ll initiate your refund. In case it takes longer than expected, we request you to bear with us and be patient.

Refunds

Our customer care ninjas will call or email you once your refund has been initiated.

Here’s what’ll happen.

If you have paid by card then your money will be refunded under the same account. if you paid by cash or cheque at the time of delivery, then you’ll be refunded by cheque.

You will receive a full refund under the following conditions:

The item has a manufacturing defect.
You canceled your order at least 48 hours before the time of delivery. We work with a logistics partner so it takes us time to co-ordinate our deliveries. Please be patient.

If you bought the item as part of a linked saving offer. Let’s say you bought a bed for 2450 AED and got 450 AED worth of bedding free. You must return both items to get a full refund. If you return just the bed then we will have to reduce the price of the bedding from the total amount. So you’ll get 2000 AED back as the cost of the bed. Any savings you made as part of an offer will no longer be available to you.

For Hygiene reasons Children’s mattresses are not covered under our returns policy unless there is a manufacturing fault in which case we will arrange a replacement mattress

We reserve the right to replace/repair the product at our discretion.