At Diamond Supreme Foam, we are committed to maintaining high standards of product quality and customer satisfaction across our mattresses, pillows, accessories and furniture. Please review the following terms governing replacements, exchanges and refunds.

 

1. Replacement and Exchange Eligibility

We offer replacements or exchanges only after verification and approval under the following circumstances:

 

Transit Damage or Product Defect: If your mattress, pillow, accessory or furniture item arrives damaged or has a verified defect attributable to us, it may qualify for replacement.

Dispatch Error: If we deliver an incorrect product, model, size or dimension, we will arrange an exchange for the correct item at no additional cost to you.

We do not accept returns or exchanges solely because of a change of mind, personal comfort preference, incorrect product selection or incorrect measurements provided by the customer.

2. Conditions for Replacement or Exchange

To qualify for a replacement or exchange, you must meet the following conditions:

 

Reporting Period: Report the issue through WhatsApp at +92 3-111-111-666 within 24 hours of delivery.

Supporting Evidence: Provide your order number along with clear photographs and videos showing the product, affected area, outer packaging and delivery label.

Product Condition: Keep the product unused and in its delivered condition, except where limited inspection is necessary to identify a possible defect.

Original Packaging: Retain all original protective packaging until our Quality Assurance team has reviewed your request and provided further instructions.

 

Requests submitted after the reporting period, without sufficient evidence or involving damage caused after delivery may not be approved.

 

3. Product-Specific Conditions

Mattresses

For visible transit damage, an incorrect product or an incorrect size, please keep the mattress unopened in its original protective polyethylene wrapping.

If a possible defect becomes apparent only after opening, the mattress may be carefully inspected but must not be subjected to extended or improper use. It must remain free from stains, odours, liquid damage, cuts, burns or other physical damage.

Please retain the original plastic packaging during the initial inspection period. Prolonged use of a mattress while it remains wrapped in plastic is not recommended.

 

Pillows and Accessories

Due to hygiene considerations, pillows and sleep accessories are eligible for replacement or exchange only when they remain unopened, unused and in their original sealed packaging.

 

Furniture

Please inspect the furniture and its outer packaging immediately upon delivery and before signing the delivery receipt.

• Any visible packaging damage, scratches, scuffs or structural damage should be:
• Reported to the delivery representative immediately.
• Clearly recorded on the delivery receipt or courier slip.
• Documented through clear photographs or videos before the product is moved, assembled or placed inside your premises.

 

Damage caused after delivery through improper unpacking, internal shifting, multi-floor movement, placement, assembly or subsequent handling is not eligible for replacement or exchange.

4. Refunds

Refunds are considered only in exceptional circumstances where an approved exchange or replacement is not feasible, such as when a manufacturing defect has been confirmed and a suitable replacement is unavailable.

 

Review and Approval: Every refund request is reviewed individually following product inspection, Quality Assurance verification and internal approval.

 

Refund Method: An approved refund will be credited to the original payment method used for the purchase. For Cash on Delivery orders or where a refund to the original method is not possible, our customer care team will confirm the available refund method after approval.

 

5. How to Submit a Request

To request a replacement, exchange or refund:

• Send your order number and a brief description of the issue through WhatsApp at +92 3-111-111-666.

• Attach clear photographs and videos of the product, affected area, packaging and delivery label.

• Keep the product and all original packaging until you receive further instructions.

• Do not return or dispatch the product independently unless instructed by our customer care team.

Our Quality Assurance team will generally review a complete submission and respond within 24–48 hours. We may request additional information or arrange a physical inspection where necessary.

 

Once your request has been approved, we will arrange collection of the original product, where applicable, and dispatch the approved replacement. Refunds remain subject to the exceptional-circumstances and approval requirements stated above.

6. Warranty Claims

This policy applies to issues reported immediately following delivery. Manufacturing concerns arising later will be assessed under the applicable product warranty.

 

For complete warranty coverage, exclusions and claim terms, please read our official Warranty Policy.

 

To submit a warranty claim, complete the Warranty Claim & Complaint Form and provide the required purchase and product information.

 

Diamond Supreme Foam reserves the right to reject any replacement, exchange or refund request that does not meet this policy or where the product shows evidence of misuse, mishandling, alteration or non-compliance with the applicable condition and hygiene requirements.