Return Policy
Return, Refund & Replacement Policy
At Spinecure, every mattress is manufactured and packed with care to provide customers with hygienic, factory-fresh, and value-for-money products. We always strive to ensure a smooth shopping experience and transparent support process for every customer.
We kindly request customers to carefully review product specifications, mattress dimensions, thickness, and usage suitability before placing an order.
How to Initiate a Return Request
If you wish to raise a return or replacement request, you may contact our customer support team through:
📞 +91 7066007755
📧 info@spinecure.co.in
Return requests must be initiated within 3 days from the date of delivery. Requests raised after this period may not qualify for return or refund approval.
Once your request is received:
• Customers may be requested to share clear product photos or videos for proper understanding and verification of the issue reported
• Our support team will review and validate the request within approximately 24–48 hours
• We will remain in contact with you through phone or email updates during the complete process
• In certain cases, additional product details or packaging images may also be requested for verification purposes
If the return request is approved:
• Customers are requested to securely pack the mattress properly to avoid damage during return transportation
• Before pickup, customers must share clear photos of the packed product with our support team for verification purposes
• Our team will share a return shipping label/PDF copy through email or WhatsApp
• Customers are requested to take a printout of the provided label and securely attach it on the outer packaging of the parcel
• The packed product along with the attached shipping label must be handed over to the assigned courier partner during pickup
Please ensure the mattress is packed safely and securely. Any damage caused due to improper packaging during return transit may affect the return or refund approval process.
Refund Processing Timeline
After successful quality verification and approval:
• Refund processing may usually take around 10–12 working days
• In certain banking or operational situations, refund credit may additionally take 6–8 working days to reflect in the customer’s account
• Under exceptional logistical or operational circumstances, the complete return process may take longer than standard timelines
Spinecure reserves the right to extend processing timelines in case of unforeseen transportation, operational, or regional service delays.
Return & Refund Eligibility
Please note the following important conditions regarding returns and refunds:
• Cotton mattresses are eligible for return only in cases of verified manufacturing defects
• Returns based on personal comfort preference, softness preference, height expectation, or usage preference may not qualify for approval
• Orders placed with incorrect size selection by the customer may not be eligible for return or replacement
• If a size replacement request is exceptionally approved, transportation charges may need to be borne by the customer
• Spinecure reserves the right to deduct applicable transportation or reverse logistics charges wherever necessary
Free Gifts & Promotional Products
• Complimentary gifts or free products provided with mattress orders are non-returnable
• In case of approved returns, the value of free gifts may be adjusted based on the active selling price mentioned on the website at the time of return processing
• Free pillow colors, designs, and fabric patterns may vary depending on stock availability
Fabric, Color & Product Appearance Disclaimer
We always try our best to maintain product image accuracy across the website. However:
• Fabric shades, prints, or colors may slightly vary due to lighting conditions, photography, screen display differences, or fabric batch availability
• In rare operational situations, equivalent fabric designs may be used depending on stock availability
• Due to compression packing, transportation handling, and the natural texture of polycotton fabric, slight surface impressions or fabric-settling appearance may occasionally be visible immediately after unpacking. This is completely normal for newly packed cotton mattresses and does not indicate prior usage
For best results, we recommend allowing the mattress to settle for a few hours after opening and using it with a bedsheet or mattress protector.
Important Customer Information
Mattresses are personal-use hygiene products. Once opened and used, they involve significant handling, transportation, and sanitation processes. Our policies are designed to maintain hygiene standards while continuing to offer factory-direct pricing and affordable products to customers across India.
For any pre-purchase assistance regarding mattress selection, size guidance, or product suitability, our support team will always be happy to assist you before placing the order.