Mattress Terms & Conditions

Note

If you notice that your product or its individual components are damaged upon unboxing, please notify us immediately in writing by email at support@epitexhome.com with three (3) days of receipt of your delivery.

In Order to process an exchange, repair or replacement part request, we will require photos of the damaged component(s) before they have been used for assembly. Claims made after three (3) days of receipt of delivery are subject to fees.

Delivery & Shipping

You can opt to receive your Epitex Mattress (the “Mattress”) by delivery.

Please note that our delivery of mattress can only be scheduled on Mondays, Wednesdays and Saturdays. Our delivery times are subject to availability. Kindly select an available time slot at the checkout and/or payment if you opt for delivery. For special deliveries on Sundays and Public Holidays, please submit your request at point of payment or by e-mail.
Where delivery is scheduled for Mattress purchased from Epitex, other products purchased along with Mattress can be scheduled for delivery along with the Mattress in a single delivery.
As mattresses are bulky items, please ensure that you inform the relevant parties (such as your condo’s management office) of the delivery in advance and obtain the necessary approval. Please also let us know of any special circumstances which may be relevant to your delivery, such as small or narrow door frames, passages or lifts. Where necessary, please take measurements to confirm if special circumstances apply.
You agree that any liability for loss and/or damage, howsoever arising, caused to the mattress(es), the premises (including but not limited to common areas of the building) will be borne solely by you, and you further agree that Epitex will not be subsequently liable to you in any way whatsoever (including but not limited to reimbursement, etc.). You also agree that any and all issue(s) with the relevant parties (such as the MCST, etc.) that may arise thereon as a result shall be dealt with solely by you.
If our movers are unable to complete the delivery successfully (for any reason attributable to you such as last-minute changes to the delivery address, incorrect delivery details being provided, recipient available to receive delivery or the property’s management denying our entry), a surcharge of SGD 50 will be charged for each unsuccessful delivery.

Terms & Conditions

Exchange & Return Policy

An Exchange or Return will not be processed if the mattress is bought from third party platform. Exchange or Return request will only be considered for purchase made from Epitex official website or Epitex stores.
To make an Exchange or Return request, please send an email with your order number, reasons for the return or exchange, available scheduled pick-up time, and proof of purchase to cs@epitexhome.com. The pickup address must be the same as the delivery address at the time of delivery.
Epitex reserves the right to reject any Exchange or Return request at its sole discretion based on situation of each unique case. Epitex will not entertain any appeal(s) from you for any rejection.
For all returns and exchange, the Mattress must be wrapped up securely using the original plastic packaging (or any other plastic packaging which can serve the same purpose) such that the Mattress does not get dirty or damaged during transportation. Failing this, a cleaning/repair fee of at least SGD 100 will be charged and will be deducted promptly from the refund.
In the event that the Mattress cannot be cleaned and/or repaired, you agree to reimburse Epitex in full for both the cleaning/repair fee and the cost price of a new Mattress.

Non-defective items

To be eligible for a return for non-defective items:
You must request for a return or exchange within the Trial Period. You will not be eligible for a return once the Trial Period is over.
You are eligible for the Exchange or Return of a maximum of one Mattress per customer or per household (whichever is applicable).
You must have paid for the Mattress in full at the time the Return Request is made.
You must have tried the Mattress for at least 25 nights of the Trial Period. As it generally takes 3 to 4 weeks for your body to adjust to a new mattress, kindly try the Mattress for at least 25 nights before making your decision.
You must remain contactable while we are processing the Return Request.
While returned Mattresses are not resold, they must be in good condition as they will be donated to our associated charities. If the Mattress has been damaged, dirtied or stained, you will not be eligible for a return.
You are not eligible for a return if you have ordered the wrong size and want to change the size of the Mattress. Please check the dimensions of the Mattresses carefully before making your purchase.

Defective items

For Mattresses which are defective, you may request for an exchange or refund via live chat or email at cs@epitexhome.com. You must make the Return Request within 3 hours of successful delivery and provide image proof of the defective parts of the Mattress. For the return, please place the defective Mattress back into its original box and plastic packaging.

Refunds

We generally take up to 7 working days to process your Return Request. For Return Requests which are valid under our Return Policy, refunds due to you will be made using the same method of payment as you used when placing your order.
Refunds may take up to 14 working days to be reflected in your account, subject to the issuing bank’s processing timing. We do not accept any liability for delays by the issuing bank.
Any surcharge incurred during the course of delivery (e.g. Delivery, Lifting Charges, Disposal Fee etc) will not be refunded should the mattress be returned due to any reason other than defects.