CONTOUR VISCO Pocket Spring Mattress

Dr. Mattress operates dedicated sleep centers where customers can test our mattresses and make the right choice. The most suitable mattress depends on body shape, body weight, and individual comfort preferences.

As mattress selection is made after in-store testing, we do not offer returns or exchanges. Customers are therefore advised to visit their nearest showroom, carefully assess their comfort preference, and confirm the bed size in centimeters before purchase to avoid any inconvenience

The company offers delivery services within the vicinity of the showroom location. Management reserves the right to determine which items qualify for delivery services and the associated lead times .

Deliveries may occur at odd hours due to unforeseen circumstances such as traffic or accidents. If the client does not agree to this, they must inform us in writing in advance.

We do not guarantee an exact delivery time. If time assurance is required, the delivery will fall under the "Express Delivery Service." Please inquire about this service, which has an EXTRA CHARGE.

Failure to receive goods on the scheduled delivery date will incur charges for a second delivery. These charges are at the company’s discretion.

If the client needs to change the agreed delivery date, we must be notified at least one day in advance. Any delivery canceled after dispatch will incur charges for a second delivery, at the company's discretion.

Due to the size and nature of our products, clients are requested to ensure a clear path from the parking area to the placement location. The company and our delivery team will NOT be responsible for clearing obstructions or for any damage or loss of items during delivery.

Customers must report any damage to items delivered within 24 hours. Claims made after this period will not be accepted.

Clients should ensure they are personally available to receive the items or designate, in writing, a trusted individual to accept the delivery. This avoids situations where unauthorized individuals such as security personnel, neighbors, household staff, or children receive the items.

Any damage report after 24 hours will incur a non-refundable assessment facilitation fee of KES 2,500. Alternatively, you may bring the item to our factory in Tatu City, Ruiru for assessment, which will be done in your presence at no charge. However, bringing the item to the factory does not confirm liability on the part of the company.

The KES 2,500 is not a warranty fee but a facilitation fee. If the item has a manufacturing defect, the repair is free. If the defect is user-related, the repair charge will be communicated separately.

We offer a 30-day return policy on our standard pocket spring mattresses (**), but only if the client purchases the mattress together with the company’s waterproof mattress cover. The 30-day return is limited to one-time reselection only. Burns, cuts, or liquid stains void the warranty, as they damage the mattress structure. The mattress should be protected from any physical abrasion.

(**) 30-day return policy is not valid for 3ft, 3.5ft, 4ft and 4.5ft wide Contour Visco Mattresses.