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 | 0865 89 39 59

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.

A. Exchange and return policy for Mattresses and Foam Toppers

This policy applies to mattress exchanges not covered by the 100-Night Sleep Trial, including manufacturer defects, ordering the wrong size, or other specific cases.

1. Exchanges due to manufacturer defects

If a mattress or foam topper has a manufacturer defect (e.g. a technical or production defect) upon delivery or during the warranty period, Ru9 will replace it with a brand-new product completely free of charge.

2. Exchanges at the customer's request (wrong size, change of mattress model)

Note: Ru9 recommends checking the mattress/topper size printed on the packaging and comparing it with your bed size/space before opening the vacuum-sealed packaging. If you notice a mistake, please contact Ru9 immediately for timely support.

Ru9 understands that mistakes sometimes happen when ordering (size, model, etc.). To best support our customers, Ru9 applies the following exchange rules for 2 specific cases:
Case 2.1: Mattress / foam topper NOT yet unboxed (fully sealed)

• Conditions:
  • The mattress is still fully sealed, has not expanded out of the box, and shows no signs of use, damage or stains.
  • The box has not been opened, or the product box is still intact as originally delivered.
• The exchange request must be made within 30 days of delivery.
• Exchange value: The new product must be of equal or higher value than the original payment.
• Costs: The exchange itself is free; you only pay the shipping costs (collecting the old mattress and delivering the new one) according to Ru9's shipping fee table.

Case 2.2: Mattress / foam topper ALREADY expanded out of the box (repacking exception)

• Time condition: The customer must notify Ru9 of the exchange request within 14 days of delivery.
• Physical condition: The mattress must be 100% clean, with no signs of physical use, no stains, no odors, and the mattress cover must not be torn or scratched.
• Costs payable by the customer:
  • Repacking & Handling Fee: equal to 10% of the purchased mattress value (this covers Ru9's sterilization process and re-vacuum-compression using specialized industrial machinery).
  • Two-way shipping fee: shipping rates for a full-size mattress apply (an expanded mattress is no longer vacuum-compressed).
  • Price difference (if exchanging for a higher-priced model).

Note: Ru9 reserves the right to decline exchanges for products that do not meet the above conditions, such as products that have been used, washed or are not intact.

3. Policy for custom Mattresses and Toppers

For mattresses made to the customer's own size requirements (custom mattresses):

• Deposit: Please pay a 100% deposit of the product value for custom mattress sizes to go into production.
• Deposit refund: Due to their special nature and the fact that they cannot be used by other customers, deposits for made-to-measure mattresses are non-refundable.
• No exchanges or returns: Made-to-measure mattresses are not covered by the 100-Night Sleep Trial, except in cases of manufacturer defects.
• Exchange due to manufacturer defects: Ru9 will replace a made-to-measure mattress with a new one if a technical or manufacturing defect is confirmed to be caused by Ru9.

4. Costs related to exchanging Mattresses and Foam Toppers

Ru9 supports free exchanges and returns; customers only pay part of the shipping costs related to the exchange/return.

Specific fees: Fees are calculated according to Ru9's shipping and handling fee table, depending on the location of the order.

B. Exchange and return policy for accessories

Applies to accessories such as blankets, pillows, bed sheets, mattress covers, the Cloud Topper, etc.

Conditions:

• Returns are not accepted for accessories.
• Exchange period: Within 7 days of the customer receiving the product (change of color, size, etc.).
• Product conditions:
  • The product and packaging must be intact, unused, not dirty or torn.
  • The customer must be the original buyer.
• Cases not eligible for exchange:
  • The product has been used.
  • The product has been washed or cleaned.
  • The product does not meet the intact-condition requirements above.
  • Shipping costs: The customer bears all shipping costs for exchanging accessories.

C. Refund policy

• Ru9 will refund the original purchase amount (minus any incurred costs, if applicable) to the bank account provided directly by the customer.
• Refunds are expected within 14 business days from the date the product is received back and confirmed eligible for return.
• If you paid in installments by credit card: Ru9 will still refund to your personal account. Please continue your installment payments with your card-issuing bank as per your signed agreement.

D. How to request an exchange/return

• Hotline: 1900 63 63 21 - 0865 89 39 59
• Support channels: Ru9's Facebook / Website (Ru9.vn) / Zalo OA
• Ru9 Showrooms
  • HCMC Showroom 1: 283A Hai Ba Trung, Xuan Hoa Ward, Ho Chi Minh City (Phone: 0964 777 910)
  • HCMC Showroom 2: 00.09 Sarimi B2, 72 Nguyen Co Thach, An Khanh Ward, Ho Chi Minh City (Phone: 0964 777 960)
  • Hanoi Showroom: 110 Hai Ba Trung, Cua Nam, Hanoi (Phone: 0964 777 940)

Ru9 product shipping fees

Rubaby product shipping fees

Mattress exchange fees

⚠️ Notes

• Delivery hours are 8:00 AM - 5:00 PM every day of the week (excluding public holidays/Tet, or as specified by separate holiday policies).
• Complaints are accepted within 7 days of successful delivery (an unboxing video is required to confirm a defective product).
• Free upstairs delivery within inner Hanoi and HCMC; a service fee of 80,000 VND applies to orders in other provinces.
• Districts of Hanoi and HCMC are based on pre-merger boundaries; Can Gio is treated as a provincial area.
• Collection and exchange fees are per mattress; for orders with two or more mattresses, the fee = (unit fee) x (number of mattresses).
• Orders placed after 5:00 PM will have one extra day added to the delivery time.

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 Policy

This privacy policy explains how we use the personal information we collect from you through this website. Please read this privacy policy before using the website or submitting any personal information.

By using the website, you accept the practices described in this privacy policy. These terms may change, but any changes will be made public and will only apply to future activities and information (not to past events). You should check the privacy policy whenever you visit the website to make sure you understand how the personal information you provide is used. Under our policy, we always keep personal information received from the website confidential and use it for internal purposes only. We will not share your personal information with any other party. We respect your privacy and handle your personal data with the utmost care.

Collection of your personal information

We collect personally identifiable information such as your name, postal address, email address, phone number, etc. when visitors voluntarily submit it to us. This information is used only to fulfil your specific request, unless you allow us to use it in other ways, such as adding you to our mailing list. The information we collect may include your name, job title, company or organization name, email, phone number and date of birth. We may collect certain information about your visit, such as the type of browser you use, the date and time you access the website, the pages you visit on the website, and the website address from which you linked directly to our website. This information is used to help us improve and manage the website.

Cookies / Tracking technologies

We handle all customer data in accordance with Vietnam's personal data (privacy) regulations. We will never sell, share or use any personal information you provide to us for any purpose other than communicating with you about our products, bookings or invitations to our events. We may share information with government agencies or other companies to assist with investigations and to protect the parties involved.

We may do so when: (1) permitted or required by law; (2) protecting against or preventing actual or potential fraud or unauthorized transactions; (3) investigating fraud that has occurred. This information is not provided to these companies for marketing purposes.

Your personal information is stored securely. Only authorized employees, agents and contractors (who have agreed to keep the information safe and confidential) have access to this information. You have every right to opt out of receiving emails and information from this website.

Questions

If you have any questions, concerns or comments about our privacy policy, please contact us via the Contact Us form. We reserve the right to make changes to this policy. All changes will be reflected on this website.

Effective period

This policy applies for as long as this website is in operation.

Thank you for choosing Ru9!

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 | 0865 89 39 59

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.