Refund & Return Policy — Five Star Max

Last Updated: July 2025

At Five Star Max, we want you to be completely satisfied with your purchase. If something is not right, we will work with you to make it right. Please read our policy below to understand what qualifies for a return or refund and how the process works.

1. Eligibility for Returns & Refunds

To be eligible for a return or refund, the following conditions must be met:

  • The refund request is raised within 7 days of the delivery date
  • The mattress is unused — not slept on, not unrolled beyond initial inspection
  • The original packaging, tags, and proof of purchase are intact and included
  • The product has not been exposed to moisture, staining, or physical damage caused by the customer

Products that do not meet these conditions will not be eligible for a return, and we reserve the right to decline refund requests that fall outside this policy.

2. Damaged or Defective Products

We inspect every Five Star Max mattress before dispatch. However, if your order arrives damaged or with a manufacturing defect, we take full responsibility.

Please follow these steps:

  • Inspect your mattress at the time of delivery before signing off with the courier
  • If visible damage is noted, refuse the delivery or document it immediately with photos or video
  • Contact us within 24 hours of delivery at +92 302 840 2282 or support@fivestarfoam.com

We will arrange a replacement or issue a full refund after verifying the defect. Claims made after 24 hours of delivery without prior documentation may not be accepted.

3. How to Request a Refund

  • Step 1: Contact us by phone (+92 302 840 2282) or email (support@fivestarfoam.com) within the eligible timeframe
  • Step 2: Provide your order number, contact details, and reason for return
  • Step 3: Our team will review your request and respond within 2 business days
  • Step 4: If approved, we will arrange product collection or guide you on the return process
  • Step 5: Once the product is received and inspected, your refund will be processed within 5 to 7 business days

4. Refund Method

Approved refunds are credited to your original payment method. Bank transfer refunds are processed within 5 to 7 business days from approval. Cash on delivery refunds will be arranged via bank transfer please provide your bank account details when submitting your request.

5. Non-Refundable Items & Situations

  • Mattresses that have been used, slept on, or unpackaged beyond initial inspection
  • Products with customer-caused damage (stains, tears, water damage, improper storage)
  • Customized or non-standard size orders not listed on the website
  • Orders where the return request is raised after 7 days of delivery
  • Shipping costs (unless the return is due to our error or a verified defect)

6. Order Cancellations

Orders can be cancelled without charge before they are dispatched for delivery. To cancel, contact us immediately after placing your order. Once an order has been shipped, it cannot be cancelled, the standard return policy applies instead.