Refund policy

Bistar 14-Night Risk-Free Trial: Return & Refund Policy

We believe that a mattress is a long-term investment, and you deserve to know exactly what you are sleeping on. That is why we offer a 14-Night Trial for every Bistar mattress.

The 14-Day Window: Your 14-night trial begins on the day your new mattress is delivered flat to your door. If you are not completely satisfied with the orthopedic support or comfort within this period, you are eligible for a return.
The Return Process: Simply email our support team. We will arrange a hassle-free, free-of-charge pickup directly from your home in Hyderabad.
The Refund: Once the mattress is picked up and passes a basic hygiene inspection, we will issue a 100% full refund of the mattress cost to your original payment method.
Condition of Return: To be eligible for a return, the mattress must be in a clean, donatable condition. We cannot accept returns on mattresses with bodily fluids, severe stains, burns, or physical tearing.
Service Fee Exclusion: Please note that if you opted for the ₹999 "Live-Build" Premium Delivery, this is a non-refundable service fee, as the custom labor was fully rendered at the time of delivery.

Bistar Site-Wide 10-Year Warranty: Terms & Conditions

Because we use 100D High-Density Rebonded Foam and refuse to use cheap, compressible materials, your Bistar mattress is built for the long haul. We proudly stand behind our engineering with a site-wide 10-Year Warranty across all models (Relief, Revive, and Retreat).

The 5+5 Warranty Structure (How it Works): In the spirit of 100% transparency, our 10-year warranty is divided into two phases to account for the natural life cycle of heavy-duty foam:

Phase 1: Years 1 to 5 (Full Comprehensive Warranty) If a qualifying manufacturing defect or sagging (greater than 1 inch) occurs within the first 5 years of your purchase, Bistar will repair or replace your mattress at absolutely no cost to you (excluding standard transportation fees).
Phase 2: Years 6 to 10 (Depreciating / Pro-Rated Warranty) Because all materials experience natural fatigue over a decade, the second half of your warranty is pro-rated. If a qualifying defect occurs during this time, we will replace the mattress at a heavily discounted percentage of the current retail price, based on how long you have owned it:
- Year 6: You pay 50% of the current retail price.
- Year 7: You pay 60% of the current retail price.
- Year 8: You pay 70% of the current retail price.
- Year 9: You pay 80% of the current retail price.
- Year 10: You pay 90% of the current retail price.

What IS Covered Under This Warranty:

Visible Sagging: Any visible indentation or sagging in the mattress core greater than 1 inch (2.5 cm) that is not associated with an improper foundation.
Foam Degradation: Any physical flaw in the core foam layers that causes them to split or crack under normal usage.
Manufacturing Defects: Any structural failures related to the core assembly of the mattress.

What is STRICTLY EXCLUDED:

The Fabric Outer Cover: Because the outer fabric cover is in direct and constant physical contact with the sleeper, it is entirely excluded from this 10-year warranty. Regular wear and tear, fabric pilling, stains, spills, burns, or damage to the zipper/tape-edge caused by mishandling or improper washing are not covered.
Normal Softening: A normal increase in the softness of the foam over the years, which does not affect the pressure-relieving qualities of the bed, is standard and not considered a defect.
Improper Support: Damage caused by placing the heavy-duty mattress on an improper, sagging, or broken bed frame.
Personal Preference: Changes in your personal comfort preference regarding the firmness of the bed after the initial 14-night trial period has ended.

How to Make a Claim: Send an email to our support team with your order number, a brief description of the issue, and clear photos showing the defect (for sagging, a photo with a straight edge like a broomstick placed across the mattress with a ruler measuring the dip is required).