Return & Refund Policy

1. 100 Nights Trial Policy (Standard Mattresses)

We want you to feel confident in your choice. For eligible standard mattresses purchased directly through our website poppyindia.com, we offer a 100 Nights Trial starting from the verified delivery date.

2. Non-Returnable & Non-Refundable Items

The following categories are strictly non-returnable and non-refundable once ordered or delivered:

• Custom or Non-Standard Sizes: Any mattress manufactured to custom dimensions requested by the customer cannot be returned or cancelled once production has started.
• Sleep Accessories: Due to hygiene and intimate health standards, accessories including pillows, mattress protectors, bedsheets, comforters, duvets, and toppers cannot be returned once opened or unsealed, unless delivered with a manufacturing defect or transit damage.
• Promotional & Free Gift Items: Any items provided as free gifts or promotional add-ons have zero commercial cash value and cannot be returned, exchanged, or redeemed for cash.
• Clearance or Liquidation Sales: Products marked as "Final Sale" or purchased through specific clearance sales.

3. Damaged, Defective, or Incorrect Items

In the unlikely event that your package arrives damaged in transit, or if you receive an incorrect or defective product:

• Please inspect the package upon arrival before accepting delivery. If you observe physical damage to the outer packaging, take photos and note it with the courier executive.
• Notify us within 48 hours of delivery by sending an email to [email protected] or contacting customer support at +91 90548 48481 along with photos/videos showing the defect or damage, the shipping label, and your invoice.
• Upon review and verification, Poppy will schedule a pickup and provide a free replacement or repair at no extra cost to you.

4. Order Cancellation Policy

• Before Dispatch: You may cancel your order at no cost by contacting support before the item has been dispatched from our manufacturing facility or warehouse. A 100% refund will be issued.
• After Dispatch: If you choose to cancel after the product has been shipped or if you refuse delivery, actual two-way freight/logistics charges incurred during transit may be deducted from the refundable amount.
• Custom Orders: Once fabrication of custom-sized mattresses has commenced, cancellation requests cannot be accepted.

5. Return Process & Pickup

To initiate a return, contact our support team at [email protected] with your Order ID, reason for return, and clear photographs. Once verified, reverse pickup will be scheduled. Please ensure safe packaging for transit handover.

6. Refund Method & Timelines

Once your returned item is received, inspected, and verified to meet our return criteria:

• Refunds are initiated within 5 to 7 business days following successful warehouse inspection.
• For prepaid orders (Cards, UPI, Net Banking, Wallets), the refund will be credited directly to the original payment source.
• Depending on your card issuer or banking institution, it may take an additional 3 to 5 business days for the credit to reflect in your statement.
• Any applied discount coupons or promotional credits are non-refundable and will be deducted from the total refund amount.

7. Warranty Claims vs. Returns

Issues related to sagging greater than 1 inch, coil/spring displacement, or structural manufacturing defects that arise after the initial trial period are covered under our long-term warranty (5 to 10 years). Please refer to our Warranty Registration & Claim page to register your product or submit a warranty claim.

8. Contact Support for Returns

If you have any questions or wish to initiate a return or replacement, please contact our team: