Policies

Ru9 Sleep Trial & Return Policy

1. Policy Overview

❓ What is the 100-Night Sleep Trial?

The 100-Night Sleep Trial allows you to experience a Ru9 mattress at home. If after a trial period (minimum 14 nights recommended) the product doesn't feel right, you can contact Ru9 for:

• Exchange for another Ru9 product that better suits your needs.
• Return the product and receive a refund of the product value (minus any applicable fees).

✅ Eligibility

Applies to authentic Ru9 mattresses purchased through:

• Ru9.vn website
• Ru9 experience showrooms
• Official Ru9 sales channels (Facebook, Zalo, Instagram)

Not applicable to purchases made on Shopee, Lazada, TikTok Shop, Tiki, or other third-party marketplaces.

Applies to the original buyer only — non-transferable.

❗ Important Notes

• Hybrid & Original Pro Mattresses: The 100-Night Trial applies to the Comfort Top layer only, allowing you to swap firmness levels until you find your ideal feel.
• Packaging must be opened within 30 days of delivery to activate the trial period.

✅ Trial Conditions

To ensure a fair and transparent experience for all customers:

Product condition: The returned product must be in clean, intact condition — free from damage, large stains, tears, burns, mold, yellowing, or signs of abnormal use. Ru9 reserves the right to decline returns that do not meet these standards.

💡 Ru9 Tip: Use a mattress protector throughout your trial. It keeps the mattress clean, protects your investment long-term, and ensures the product meets return eligibility requirements.

Usage limit: The 100-Night Sleep Trial is designed to give every household a genuine opportunity to experience Ru9 at home. To prevent abuse and ensure fairness:

• Each household (identified by shipping address, contact info, and/or payment details) may use the 100-Night Trial once.

2. Exchange & Return Fees

Ru9 supports free exchanges and returns — customers only pay a partial shipping and handling fee based on location.

❗ Ru9 covers shipping costs when:

• The product has a manufacturer defect (upon delivery or during the warranty period).
• The customer exchanges for a higher-value Ru9 product.

Custom-sized mattresses:

• The 100-Night Trial does not apply to custom-sized mattresses, unless a manufacturer defect is confirmed.
• Ru9 will replace custom mattresses if a verified technical or manufacturing defect is confirmed.

3. Refund Policy

If a refund is requested:

• Ru9 will refund the original purchase amount (minus any applicable fees) to the bank account provided by the customer.
• Processing time: Within 14 business days from the date the returned product is received and confirmed eligible.
• Installment payments via credit card: Ru9 will still refund to your personal account. Please continue your installment payments with your card-issuing bank as per your existing agreement.

4. How to Request an Exchange or Return

Contact Ru9 Customer Support through any of the following:

Hotline: 1900 636 321 | 086 777 0969

Online channels: Facebook / Ru9.vn / Ru9 Zalo OA

Showrooms:

• HCM Showroom 1: 283A Hai Ba Trung St., Xuan Hoa Ward, Ho Chi Minh City — 0964 777 910
• HCM Showroom 2: 00.09 Sarimi B2, 72 Nguyen Co Thach St., An Khanh Ward, Ho Chi Minh City — 0964 777 960
• Hanoi Showroom: 110 Hai Ba Trung St., Cua Nam, Hanoi — 0964 777 940

Our team will guide you through the next steps, including product condition assessment and shipping arrangements.

Thank you for choosing Ru9.

Ru9 Exchange, Return & Refund Policy

A. Mattress Exchange & Return Policy

1. Exchange Due to Manufacturer Defect

If a mattress has a manufacturer defect (e.g. technical or production fault) — either upon delivery or during the warranty period — Ru9 will replace it with a new product at no cost to the customer.

2. Customer-Initiated Exchange (Wrong Size or Model)

💡 Ru9 recommends checking the mattress dimensions on the packaging against your bed frame or room dimensions before opening the vacuum-sealed packaging. If you notice an error, contact Ru9 immediately.

Case 2.1 — Unopened Mattress (Original Sealed Packaging)

Case 2.2 — Opened Mattress (Exception: Repacking Support)

Fees applicable:

• Repacking & Handling Fee: 10% of the original mattress price (covers industrial vacuum re-sealing and sterilization)
• Two-way shipping fee: Applies at full-form mattress rates (no longer vacuum-packed)
• Price difference: Payable if exchanging for a higher-value model

⚠️ Exchanges will be declined for mattresses that have been used, washed, or do not meet the above condition requirements.

3. Custom Mattress Policy

4. Mattress Exchange Shipping Fees

B. Accessories Exchange Policy

(Pillows, blankets, bed sheets, mattress covers, etc.)

⚠️ Returns are not accepted for accessories. Exchanges only.

Not eligible for exchange if:

• Product has been used
• Product has been washed or cleaned
• Product does not meet intact condition requirements

C. Refund Policy

• Ru9 refunds the original purchase amount (minus any applicable fees) to the bank account provided by the customer.
• Processing time: Within 14 business days from the date the returned product is received and confirmed eligible.
• Installment payments via credit card: Ru9 will still refund to your personal account. Please continue installment payments with your card-issuing bank per your existing agreement.

D. How to Request an Exchange or Return

Hotline: 1900 63 63 21 | 086 777 0969

Online: Facebook / Ru9.vn / Ru9 Zalo OA

Showrooms:

• HCM Showroom 1: 283A Hai Ba Trung St., Xuan Hoa Ward, Ho Chi Minh City — 0964 777 910
• HCM Showroom 2: 00.09 Sarimi B2, 72 Nguyen Co Thach St., An Khanh Ward, Ho Chi Minh City — 0964 777 960
• Hanoi Showroom: 110 Hai Ba Trung St., Cua Nam, Hanoi — 0964 777 940

Our team will guide you through the next steps, including product condition assessment and shipping arrangements.

Thank you for choosing Ru9.

Ru9 Shipping & Mattress Exchange Policy

Shipping Fees & Delivery Timeframes

Mattress Exchange Shipping Fees

⚠️ Important Notes

• Delivery hours: 8:00 AM – 5:00 PM, all days of the week (excluding public holidays or days with special schedules).
• Complaint window: Within 7 days from the date of successful delivery. An unboxing video is required to confirm product defects.
• Upper floor delivery: Free for inner-city Hanoi and Ho Chi Minh City. A service fee of 80,000 VND applies for provincial orders.
• District coverage: All districts within Hanoi and Ho Chi Minh City under pre-merger boundaries are considered inner city — except Cần Giờ, which is treated as a provincial area.
• Exchange fee calculation: Fees listed are per mattress. For orders involving 2 or more mattresses: Total fee = Unit price × Number of mattresses.
• Late orders: Orders placed after 5:00 PM will have 1 additional business day added to the delivery timeline.

Thank you for choosing Ru9

1. What is credit card installment for mattress purchases?
Credit card installment is a widely popular payment method around the world, and is now trusted by many consumers in Vietnam.

When buying a mattress on installment, you only need to pay an initial amount based on your order. The total transaction is divided into equal monthly payments over your chosen term (3, 6, 9, or 12 months), and each installment amount will appear on your monthly statement.

This method can be completed from anywhere — no need to visit a store in person.

2. Benefits of buying a mattress on installment

• 0% interest: no risk, no hidden costs.
• Fast & easy: streamlined process with simple procedures, saving time and effort.
• Reduces financial pressure: instead of paying everything upfront, split the cost into manageable monthly payments.
• Works with many banks: up to 22 banks to choose from.
• Flexible terms: choose your preferred installment period — 3, 6, 9, or 12 months.
• Best policies always guaranteed: free 100-night home trial, free nationwide delivery, warranty up to 10 years.

3. Eligibility requirements for credit card installment at Ru9
To purchase via installment, your credit card must meet the following conditions:

• You are the primary cardholder.
• Your credit card is currently active.
• Your credit card account is not in arrears.
• Minimum order value: For any order of 3,000,000 VND or more, you can choose your preferred installment term.
• Installment conversion fee: Under Ru9's 0% interest policy, you pay the original product price plus the bank's conversion fee (typically 3.5%–7% depending on the bank, term, and amount).

4. Where to purchase on installment
You can easily buy on installment on Ru9's official website (ru9.vn) or at any of our 3 showrooms in Hanoi and Ho Chi Minh City:

• HCM Showroom 1: 283A Hai Ba Trung, Ward 8, District 3, Ho Chi Minh City
  Hotline: 0964 777 910
• HCM Showroom 2: B2 00 09 Sarimi Building, 72 Nguyen Co Thach, An Loi Dong Ward, Ho Chi Minh City
  Hotline: 0964 777 960
• Hanoi Showroom: 110 Hai Ba Trung, Cua Nam, Hanoi
  Hotline: 0964 777 940
• Opening hours: 09:00 – 21:00, Monday – Sunday

5. Partner banks and installment terms
Ru9 has partnered with 22 of Vietnam's largest and most reputable banks, so you can feel completely at ease when using this installment service.

• Partner banks:

• International payment cards:

• Installment terms:

• Steps to purchase on credit card installment:

6. Installment via Fundiin

• Step 1: Choose your preferred product on the website
• Step 2: Select Fundiin as your payment method
• Step 3: Receive information from Fundiin and create an account
• Step 4: Choose your payment schedule and make the first payment
• Step 5: Receive your order immediately and pay the remaining installments per your chosen schedule

Note: See the full shopping guide at fundiin.vn

Thank you for shopping with Ru9!

Privacy

This privacy policy allows you to know how we will use your personal information that has been collected on this website. Please read this policy before visiting this website or submitting any personal information.

When you visit this website, you are accepting these following articles in the privacy policy. These articles might change, however, any changed information will be announced and applied for upcoming events (not for the past). You should revisit this privacy policy whenever you come to this website to make sure your privacy rights. Our policy ensures that all personal information collected on this website will be confidential and only used for internal purposes. We never share your personal information with any other parties. We respect your personal privacy and always protect your personal information at the highest level.

Collect your information

We are collection your information including full name, address, email, phone number, etc… when visitors accept to submit. These information is only used for your particular request unless you allow us to use for other purposes such as following our newsletter. The information might include full name, working title, company/ organization name, email, phone number and date of birth. We can collect some particular information of your visit such as your internet browser, date and time of visitng, sites on website you visit and other direct sites connected with our website. These information is used for managing and improving our website.

Cookies

We are collection your information including full name, address, email, phone number, etc… when visitors accept to submit. These information is only used for your particular request unless you allow us to use for other purposes such as following our newsletter. The information might include full name, working title, company/ organization name, email, phone number and date of birth. We can collect some particular information of your visit such as your internet browser, date and time of visitng, sites on website you visit and other direct sites connected with our website. These information is used for managing and improving our website.

Information Distribution

We follow the Privacy Policy in Vietnam to proceed to all customers’ information. We use your information for product introduction, reservation, and event invitation. We never sell, share and use your information for other purposes. We will share your information with the government or other companies to support us in inspection and protection purposes.

We will do that in some cases: (1) be allowed by the laws or be requested by the government; (2) to protect and prevent from current or potential frauds or illegal transactions; (3) to support fraud inspection. Information will not be provided for other companies for promotional purposes.

Your personal information is safe. Only authorized staff, retailers and suppliers (who commit to protecting the safety and confidentiality of the information) will be granted to access this information. You have a right to unsubscribe all email and information from this website.

Questions

If you have any concerns, question or feedback about our privacy policies, please contact us via form or directly.

We have a right to update these policies. All changes will be updated on this website.

Applicable time

This policy is applied when this website is active.

Ru9 Deposit, Cancellation & Refund Policy

1. Deposit Requirements

No Deposit Required

Orders under 500,000 VND do not require a deposit.

Deposit Required

Applies to:

• Orders of 500,000 VND or above
• Custom mattresses (non-standard dimensions or special requirements)

Deposit Amounts

Standard-size mattresses:

Custom mattresses:

2. Order Cancellation Policy

Standard-Size Mattresses

After 3 days, Ru9 has already begun production preparation — including material allocation, production scheduling, and other operational processes. However, our team will work with you to find a suitable product exchange alternative.

Custom Mattresses

• Deposit is non-refundable upon cancellation, due to the bespoke nature of the product.

3. Deposit Refund Process

• Upon approval, Ru9 will refund the deposit amount (minus any applicable fees) to the bank account provided by the customer.
• Processing time: Within 7–14 business days from the date Ru9 confirms the refund request as valid.

4. Contact Us

Hotline: 1900 63 63 21 | 086 777 0969

Online: Facebook / Ru9.vn / Ru9 Zalo OA

Showrooms:

• HCM Showroom 1: 283A Hai Ba Trung St., Xuan Hoa Ward, Ho Chi Minh City — 0964 777 910
• HCM Showroom 2: 00.09 Sarimi B2, 72 Nguyen Co Thach St., An Khanh Ward, Ho Chi Minh City — 0964 777 960
• Hanoi Showroom: 110 Hai Ba Trung St., Cua Nam, Hanoi — 0964 777 940

Website: ru9.vn

Thank you for choosing Ru9.