Return and Refund

How Do I Return the Product?

A return request can be made through the following methods:
Send an email to [email protected]
Send a message on the website contact page explaining the order number
Call 01205536669

How can you exchange the product?

Comfort guarantees its customers an exchange or return within 30 days from the date of purchase (terms and conditions apply).

In our interest in providing satisfactory service, we accept complaints within 6 months from the date of receipt in the event that any defect in the product appears after using it.

CONDITIONS OF PRODUCTS’ RETURN

It is necessary for the goods to be in their original condition and packaging and not have been used or washed at all.

CONDITIONS AND CAUSES OF PRODUCT RETURNS:

Required refund reason	Not used	With packing	Gifts included	Not damaged	Stickers and accessories
Customer's desire	Required	Required	Required	Required	Required
Damaged	Not required	Not required	Required	Not required	Required
Defective	Not required	Not required	Required	Required	Required
Wrong size	Required	Not required	Required	Required	Required
Not matching specifications	Required	Not required	Required		Required

How do I send the product?
It can be delivered in one of two ways:
sending a representative to receive the product within 3 working days from the date of receiving the return request.
The product can be delivered to the nearest CHC branch. Branches

How long does a quality check take?
The product inspection process takes two business days from the time the product is received from the shipping company.

How will the bill be refunded?
By one of two methods:
1. Make a deposit in the client's bank account within 2 working days of the completion of the product inspection.
2. A purchase voucher worth 110% of the product value to be used in another purchase.
(For example, if the product is 100 LE, the customer will be given a purchase voucher of 110 LE.).

Will any value be deducted from the invoice value?
If there is no defect in the product, the shipping fees will be deducted from the invoice value.

Return, Exchange & Warranty Policy

30 days to return or exchange, a week to try your mattress at home, and a warranty on every product.

This policy applies to every Continental Comfort product, whether purchased on our website or from any branch.

You can return or exchange any product within 30 days of the invoice date (double the period appointed by law).

File a complaint Returns Mattress exchange Warranty

A complaint, a return, or a question?

Send your order number and what happened. Pick whichever channel suits you.

WhatsApp 012 000 90 293Customer service and complaints.

WhatsApp 012 000 90 498Orders and anything about the website.

[email protected]Opens a message with the subject line ready.

Every complaint is logged and tracked until it is closed. That is why we work in writing: you keep a record, and we can follow the case from the first message to the last. Complaints are accepted within 6 months of the purchase date. Messages arrive at any hour, and we answer between 9.00 and 16.00, Sunday to Thursday.

When a return is accepted

Our mistake

Damaged product · Manufacturing defect · Wrong size · Specifications do not match

Send the product back as it is, even if opened or used. We do not ask for the original packaging, we deduct nothing, and we cover the transport.

You changed your mind

Change of mind · Wrong size chosen by the customer

The product must be brand new, unused, unwashed, undamaged, and in its original packaging. Only the shipping fee is deducted from the invoice value.

What to send back with the product

The original invoice. The system cannot accept a claim without a formal invoice, and the claim must be made within the grace period.
All labels, stickers, and accessories supplied with the product.

Offers and seasonal sale items

Products bought on a special offer or in an end-of-season sale cannot be refunded, but they can be exchanged during the offer or sale period only.

Mattress trial and exchange

Your body may need a few nights to settle into a new mattress, and you may know your answer from the first night. The trial starts on the delivery day and runs up to a week, and the decision is yours at any point within it.

A week to try it, and the decision is yours

Sleep on it from the delivery date and for up to seven nights. If you know after two nights, there is no need to wait for the week to end, just message us then. And if it does not suit you, we will exchange it for another model: a different firmness, a different height, or a different model altogether.

Trial and exchange conditions

Try the mattress with the nylon wrap on and the corner cartons in their places.
The trial period is one week.
While the mattress keeps its original protection, you have the right to exchange it or return it.
If the protection is removed, there is no exchange and no return, except in the case of manufacturing defects.

Up to three mattresses

Each mattress you receive starts a fresh trial period of its own, up to three mattresses (two exchanges), so you end up with the mattress that actually felt right, not the one you thought would suit you.

You pay the transport cost only

No restocking or handling fees, just the transport cost of each exchange, which is set when the exchange is requested according to your address. If the new mattress costs more you pay the difference, and if it costs less the difference is refunded to you.

The mattress must be totally clean and in brand new condition. A mattress protector must be used from day one; it is the simplest way to keep it protected.

Ask for an exchange

How it works

Four steps from your request to your money back, and how long each stage takes.

Send the request

Message us on WhatsApp 012 000 90 293 or email [email protected], with your order number and the reason for the return.

Hand over the product

We collect it: our representative picks it up from your address within 3 working days of the request being approved.
Or you drop it off: at your nearest branch, together with the invoice.

Quality check (only if product is unpacked or used)

The check takes 2 working days from the moment the product reaches our warehouse, and we send you the result on the contact registered with the order.

Get your money back, two options

Once the quality check is approved, the choice is entirely yours:

A cash refund: the full invoice value is returned by the same method you paid with — cash to those who paid cash, and back to the card for those who paid by card — within 2 working days of the check being completed.
Store/website credit at 105%: if you would rather shop with us instead of taking the money back, we add 5% on top of what you paid. Pay 10,000 EGP and receive 10,500 EGP to spend on any Continental Comfort product.

Warranty

Every product carries a warranty against manufacturing defects, starting from the invoice date.

Product	Warranty period
Continental Comfort mattresses	3 years
Best Bed mattresses and beds	1 year
All other products: bedding, home textiles, bean bags	6 months

What the warranty does not cover

Misuse, cuts, burns, stains, or water damage.
Normal wear, and the natural softening of mattress layers over time.
Wrong storing.
Damage caused by an unsuitable bed base, or by folding or bending a mattress.
Products with the manufacturer label removed, or products without an invoice.

Please keep your invoice, it is what activates the warranty.

Product Tolerance & Quality Standards

Dear Customer,

At Continental Comfort, we are committed to meeting international specifications and quality standards across all our products.

Please note that tolerance margins vary according to the nature of each product:

Bedding & linen dimensions: up to 5%
Shrinkage: 2–5%
Weight: up to 5%
Mattress dimensions: up to 2%

These are globally accepted margins in the furnishings and textiles industry — and do not affect quality or use.

Make a warranty claim

Thank you for contacting Continental Comfort

Your comfort is our priority, and we are here to make your experience as smooth as possible.