We are pleased to offer a 36-month warranty on the majority of our products from the date of purchase as indicated on your receipt. Our Mattresses, Mattress Pads, and Mattress Covers are backed by a 24-month warranty, while our basic Mattress Pad is covered for 12 months.

Keep Your Receipt:
To initiate any warranty claim, please present your original receipt as proof of purchase.

Contact Us:
If you discover a defect or have any questions, please reach out to our Customer Service Team via the following methods:

• Email: customercare@theone.com
• Phone: +971 600 541 007 (Office Hours: 09:00 - 17:00hrs Local Time)
• Visit: Any THE One store for assistance

Assessment: 

• For Large Items: Our team will contact you to schedule a convenient time to visit your home (within the country of purchase) and inspect the product in question.
• For Smaller Items: Please bring the item to any THE One location, where our staff will assist you through the inspection process.

Resolution:
If a defect is confirmed, we will do our best to find a satisfactory resolution for both parties by either repairing or replacing the item with a similar one from our current range, at our discretion, depending on the nature of the defect. Additionally, our Customer Service Team will assist you in coordinating any associated collection and delivery services free of charge, ensuring a smooth experience throughout the resolution process.

Our warranty covers only manufacturing and material defects. It does not cover:

• Normal wear and tear
• Cuts, abrasions, or damage caused by impacts, accidents, or misuse, including improper cleaning, alterations, or commercial use
• Damage resulting from force majeure events, such as floods, fires, or natural disasters
• Neglect: Damage resulting from a lack of maintenance or care
• Improper installation: Issues arising from incorrect setup or assembly by the customer

We’re Here to Make It Right

At THE One, your satisfaction is our utmost priority, and we are dedicated to ensuring you have a positive experience with our products and services. Therefore, if you have any questions or need assistance regarding the warranty policy outlined above, please don’t hesitate to reach out to our Customer Service Team via phone, email, or by visiting any THE One store.

We thank you in advance for your patience and understanding during any warranty issues that may arise, and for placing your trust in THE One!