Ru9's Return and Exchange Policy

Ru9 100-Night Sleep Trial Policy

What is the 100-Night Sleep Trial?

At Ru9, we believe the best way to experience a mattress is in your own home. That's why we offer you 100 nights to try your Ru9 mattress — enough time for your body to adjust and for you to make the right decision for your sleep.

If after the trial period (we recommend a minimum of 14 nights), 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 (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 on Shopee, Lazada, TikTok Shop, Tiki, or other third-party marketplaces.

Important notes:

  • Hybrid & Original Pro Mattresses: The trial applies to the Comfort Top layer only, allowing you to swap firmness levels.
  • Packaging must be opened within 30 days of delivery to activate the trial.

Trial Conditions

Product condition: Items must be returned clean and intact — free from damage, 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 to keep the mattress clean and ensure it meets return eligibility requirements.

Usage limit: 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 fee based on location.

Region Timeframe Mattress Retrieval Retrieval & Exchange
HCM & Hanoi 2–3 days 300,000 VND 300,000 VND
Other provinces 4–6 days 500,000 VND 500,000 VND
Remote areas & islands 7–10 days 500,000 VND 500,000 VND

Ru9 covers shipping costs when:

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

3. Custom Mattress Policy

For mattresses produced to custom dimensions:

  • Deposit: 100% of the product value is required upfront for custom-sized orders.
  • Non-refundable deposit: Due to the bespoke nature of the product, deposits for custom mattresses are non-refundable.
  • No trial applies: Custom mattresses are excluded from the 100-Night Trial, unless a manufacturer defect is confirmed.
  • Defect exchange: Ru9 will replace the custom mattress if a verified technical or manufacturing defect is confirmed.

4. 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 as per your existing agreement.

5. Accessories Return Policy

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

Condition Detail
Return window Within 7 days of delivery
Product condition Unused, unwashed, original packaging intact
Eligible buyer Original purchaser with order on record
Shipping cost Borne by the customer
Manufacturer defect Free exchange if unboxing video is provided as proof

Not eligible for return if:

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

6. How to Request an Exchange or Return

Contact Ru9 Customer Support through any of the following:

Hotline: 1900 636 321 | 086 777 0969

Online: Facebook / Ru9.vn / Ru9 Zalo OA

Showrooms:

  • HCM Showroom 1: 283A Hai Ba Trung St., Ward 8, District 3, Ho Chi Minh City — 0964 777 910
  • HCM Showroom 2: B2 00-09 Sarimi Building, 72 Nguyen Co Thach St., An Loi Dong Ward, Ho Chi Minh City — 0964 777 960
  • Hanoi Showroom: 110 Hai Ba Trung, Cua Nam, Hanoi — 0964 777 940

Website: ru9.vn

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