Return, Replacement, Refund & Cancellation Policy

Effective date: 29 August 2026

This policy applies to purchases made from MattressOnline.pk and our authorized MoltyFoam outlets in Islamabad and Rawalpindi. It should be read together with the applicable manufacturer warranty. Nothing in this policy limits any rights available to a customer under applicable law.

1. Replacement request period

A replacement request must be submitted within seven (7) calendar days after delivery. Please contact us promptly and provide the order number, customer name, delivery address, photographs or video where relevant, and a description of the issue.

2. Eligible replacement cases

A product may be considered for replacement if the wrong item or size was delivered, the item was damaged during delivery, a verified manufacturing defect was present at delivery, or an unused and unopened standard-stock item is accepted by us for exchange. All requests are subject to inspection and verification.

3. Hygiene and condition requirements

For health and hygiene reasons, mattresses, pillows, protectors, bedding and upholstered products that have been opened, used, stained, soiled, damaged, altered or handled improperly cannot be returned or exchanged for change of mind. Original packaging, labels, accessories, invoice and warranty documents must be retained where applicable. This restriction does not remove rights relating to a verified defect or an incorrect item.

4. Non-returnable items

Customized sizes, made-to-order products, altered products, clearance items, display items and special orders are not returnable or exchangeable for change of mind. They remain covered for verified defects according to the applicable manufacturer warranty and applicable law.

5. Collection and redelivery charge

A PKR 2,000 collection and redelivery service charge applies within Islamabad and Rawalpindi for an approved replacement or exchange, except where the charge must be waived under applicable law or where we confirm that the error was entirely ours. Locations outside these areas may incur additional logistics charges. Any price difference for a higher-priced replacement must be paid before dispatch.

6. Damaged, defective or incorrect delivery

Please inspect the product at delivery whenever possible. Visible damage, missing parts or an incorrect product should be reported within 24 hours to help us verify the claim quickly. Keep the product and packaging available for inspection. Manufacturing defects reported later are handled under the manufacturer warranty.

7. Order cancellation

A standard-stock order may be cancelled before dispatch by contacting us. Once an order has been dispatched, delivered, customized or placed into production, cancellation may be refused or applicable delivery, collection and production costs may be deducted. Customized and made-to-order products cannot normally be cancelled after production begins.

8. Refunds

Refunds are not automatic. Where a refund is approved because a suitable replacement is unavailable, the order is cancelled before dispatch, or applicable law requires it, the refund will normally be issued through the original payment method. Processing may take seven (7) to fourteen (14) working days after approval and receipt or inspection of the product. Bank or payment-provider processing time may be additional.

9. Warranty claims

Comfort preference, normal softening, expected body impressions and ordinary wear are not necessarily manufacturing defects. Warranty claims are assessed according to the relevant manufacturer's written warranty. Proof of purchase and the warranty card may be required.

10. How to request assistance

WhatsApp or call: +92 314 3454545

Email: info@masterhome.com.pk

When contacting us, include your order number, purchase date, product details and supporting photographs or video.

11. Policy updates

We may update this policy from time to time. The version published on this website at the time of the request will apply, subject to applicable law.