Refund and Returns Policy

Refund & Return Policy

At Rushanfoam, we want our customers to be satisfied with their purchases. This Refund & Return Policy explains when products may be returned, exchanged, or refunded and the process for requesting a return.

By placing an order through our website, you agree to the terms of this policy.

1. Eligibility for Returns

A product may be eligible for return or exchange if:

  • You received the wrong product.
  • The product arrived damaged or defective.
  • The product is significantly different from the product you ordered.
  • There is a manufacturing defect covered by our applicable warranty or return terms.

Customers should contact us as soon as possible after receiving the product if there is a problem.

For hygiene and product-safety reasons, used mattresses, pillows, quilts, cushions, and other bedding products may not be eligible for return once used, except where the product is defective or otherwise covered by applicable law.

2. Products That Cannot Usually Be Returned

The following products may not be eligible for return or exchange:

  • Customized or made-to-measure products
  • Foam cut according to customer-provided measurements
  • Products manufactured specifically according to a customer’s requirements
  • Used mattresses or bedding products
  • Used pillows or cushions
  • Products damaged through improper use or handling
  • Products without their original packaging where packaging is required for the return
  • Products returned after the applicable return period

Customized products are generally non-returnable once production has started, unless the product is defective, incorrect, or otherwise covered by applicable law.

3. Return Period

Customers should contact us within 3 days of receiving their order if they wish to request a return or exchange.

For damaged, defective, or incorrect products, we recommend contacting us as soon as possible, preferably within 24–48 hours of delivery.

The applicable return period should be confirmed on the product page or at the time of purchase where different conditions apply.

4. Damaged Products

Please inspect your order when it arrives.

If the product appears damaged:

  1. Take clear photographs or videos of the product and packaging.
  2. Contact us as soon as possible.
  3. Provide your order number and delivery information.
  4. Explain the issue clearly.
  5. Keep the product and original packaging until we provide further instructions.

We may request photographs, videos, or other information to determine the appropriate solution.

5. Wrong Product

If you receive a product different from the one you ordered, please contact us immediately.

After verifying the order, we may arrange:

  • Replacement with the correct product; or
  • Another appropriate solution agreed upon with the customer.

If the incorrect product was supplied due to our error, we will handle the applicable return or replacement arrangements.

6. Defective Products

If you believe a product has a manufacturing defect, contact us with:

  • Order number
  • Product name
  • Purchase date
  • Description of the defect
  • Photos or videos showing the issue

We will review the claim and determine whether the product qualifies for replacement, repair, exchange, refund, or another appropriate solution.

Normal wear and tear, accidental damage, improper use, or damage caused by incorrect installation or handling may not be considered manufacturing defects.

7. Exchanges

Where applicable, eligible products may be exchanged for another product of the same or similar value.

If the replacement product has a higher price, the customer may be required to pay the difference.

If the replacement product has a lower price, the applicable refund or adjustment will be determined according to our refund procedure.

Exchange availability depends on product stock.

8. Refunds

If a refund is approved, the refund amount may depend on the reason for the return and the condition of the product.

Approved refunds may be issued through the original payment method or another method agreed upon with the customer.

Depending on the payment provider or bank, it may take additional time for the refunded amount to appear in the customer’s account.

9. Delivery Charges

Delivery charges are generally non-refundable, except where the return is caused by an error on our part, such as:

  • Sending the wrong product
  • Delivering a defective product
  • Delivering a significantly damaged product

Return delivery charges may be the responsibility of the customer where the return is requested for reasons unrelated to a defect or our error.

10. Customer-Initiated Returns

If a customer changes their mind or orders the wrong size, color, specification, or product, the order may not be eligible for return if the product has already been customized, manufactured, cut, used, or otherwise prepared specifically for that customer.

Where a return is accepted, the customer may be responsible for applicable return and delivery costs.

11. Customized and Cut-to-Size Foam

Because foam products may be cut or manufactured according to specific customer measurements, customized and cut-to-size foam products are generally not eligible for return or exchange due to a change of mind or incorrect measurements provided by the customer.

Customers should carefully verify:

  • Length
  • Width
  • Thickness
  • Shape
  • Density
  • Firmness
  • Other requested specifications

before confirming a customized order.

If the product was manufactured incorrectly due to our error, please contact us so we can investigate and provide an appropriate solution.

12. Refund Processing

Once an approved return has been received and inspected, we will inform the customer whether the refund has been approved.

If approved, the refund will be processed according to the applicable payment method.

Refund processing times may vary depending on the payment provider, bank, or financial institution.

13. Order Cancellation

Customers should contact us as soon as possible if they want to cancel an order.

Cancellation may be possible before the order enters production or dispatch.

However, cancellation may not be possible once:

  • A customized product has entered production.
  • Foam has been cut according to customer specifications.
  • The order has been dispatched.
  • The product has otherwise been specifically prepared for the customer.

14. How to Request a Return

To request a return, exchange, or refund, contact us using the information below.

Please provide:

Name:
Order Number:
Phone Number:
Product Name:
Reason for Return:
Photos/Videos (if applicable):

Our team will review your request and provide further instructions.