RETURNS & REFUND

Delivery and Returns

 

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 for an exchange only, there are some products we cannot take back:

 

  1. 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.

 

  1. 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.

 

  1. Assembled Furniture - If you order a bed, 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, we'll assemble one or two pieces so you can clearly see the overall style, quality and finish. Only when you approve this will we build the remaining items. Once it's all completed and we get your approval and signature then the guys will 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 straight back at your door to repair or replace the product only.

 

  1. Mattress Protector, Pillows and Accessories, Duvets, bedding etc

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

-           The protector/pillow bag has not been opened

-           The protector/pillows(s) have not been used

-           Please pack the protector/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 protector/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, bedding, 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), Storall 3PL Warehouse, Street 58, Industrial area 1, Jebal Ali , Dubai. UAE.

 

We also can’t take back any of these:

  1. Products that have been modified by you, altered or washed. 
  1. Products that may have been damaged or show signs of wear and tear, even if they’re under warranty.
  2. Products that have been removed from original packaging.

  

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.

 

  1. Shoot us an email, customerservices@helmii.com
  2. Call us, maybe? 0529 55 44 69

 

How much time do I have to return the product?

In case of the mattress you’ve got 40 Nights and once you call us we’ll send someone over to collect it and arrange the replacement mattress.

Collection must take place within 14 days of you notifying us.

For all other items we will repair or replace them at our discretion.

 

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. All we ask is that you try it for at least 30 nights as studies have shown that it takes the body 30 nights to adjust to a new sleep surface. However you must use a  helmii mattress protector and purchase this at the time of ordering so that when we come to collect it we know its clean and free of any stains.

Once a mattress has been taken out of original packaging a refund will not be given.

 

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

We'll assemble one or two pieces, so you can clearly see the overall style, quality and finish. Only when you approve this will we build the remaining items. 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 charge! 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.

Refunds will be done only through the Original Mode of Payment. So 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:

1. The item has a manufacturing defect. 

2. You cancelled 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.

3. In cases where a repair or replacement of goods is not possible we will issue a credit note for the same value that will be valid for 6 months. This credit note will only be valid for the original purchaser and is not transferable.

 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.

 4. Customers may return a maximum of one (1) mattress or two (2) of each Pillows per initial order, validated by a customer name or shipping address (i.e. please try our mattress first—we are happy to send you more later!). We cannot accept multiple returns.          

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

 5. To ensure even wear, rotate your mattress 180 degrees every 3-6 months. Some mattresses can also be flipped, so check the instructions.

Use a Mattress Protector

A good-quality mattress protector can guard against spills, stains, and allergens, extending the life of your mattress.

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