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.

Mattress Trial Period

• The 60 night trial only applies to the mattresses from Tranquil, Care and Transcend series and begins from the date you receive your product via delivery or self-collection.
• A return and refund request can only be made 3 weeks after the delivery date and within the trial period of 60 days. This is because it takes about a month for your body to adjust to a new mattress to best determine it’s suitability
• Trial period is limited to 1 mattress per customer per household
• Return and refunds are to be requested in-stores
• If you are not reachable with regards to your return request, you are no longer eligible for a return.

Delivery Policy

• Mattress delivery days are on Mondays, Wednesdays & Saturdays. Delivery timings will be confirmed by Epitex’s staff.
• Deliveries on Sunday and public holidays are subject to availability and a $50 surcharge.
• Customer to ensure that a recipient is available on the delivery day. Should a delivery rearrangement be required, an additional delivery fee of $50 will be incurred.
• For landed properties, there will be a one-time charge of $10 lifting fee per level.
• For HDBs and Condo, there will be a one-time charge of $10 lifting fee per level, from level 3 onwards.
• Keep the original packaging and invoice to complete any refund request.
• Disposal Service is subjected to a one-time charge of $50.
• Disposal service is only applicable on mattresses. We do not dispose of frames, storage and other furniture.
• Bedlinen and bedding products purchased will be delivered together with the mattress.
• Delivery is FREE and self-collection is available (subject to terms and condition)
• Delivery exceptions: offshore islands, military camps and other selected restricted areas.

Disposal Terms

• Date of disposal has to coincide with the delivery date.
• The location of the disposal collection has to be the same as the delivery address.
• Customers must inform the town council in order for us to provide service of collection of mattresses.
• To facilitate the disposal of your unwanted mattress(es), please ensure that the passage out of the premises is not obstructed. We will not be liable for any damage caused in the course of disposing of the mattress(s).
• Please provide us with the required details for the disposal at checkout.
• We do not dispose of frames, storage and other furniture.
• For landed properties, there will be a charge of $10 lifting fee per level.
• For HDBs and Condo, from level 3 onwards, a charge of $10 lifting fee per level.
  

Exchange Policy

• An exchange request can only be made 3 weeks after the delivery date and within the trial period of 60 days
• The following are to be provided for the exchange request to be valid:
  ➢ Order number / Receipt of purchase
  ➢ Reasons for exchange
  ➢ Available schedule pick up date and time
• Mattress needs to be wrapped back in the original packaging
• If the mattress due for exchange is damaged or dirty, a cleaning/repair fee of at least $100 will be imposed.
• An exchange will take up to 2 weeks processing time
  ➢ An exchange will not be valid on mattresses bought via third party platforms. Exchange is valid only on purchases made from Epitex official website or Epitex stores.
• Epitex reserves the right to reject the exchange.
• An exchange is valid on a maximum of 1 mattress per customer/ per household.
• The mattress must be fully paid at the time of the exchange request.
• The exchange is not applicable to wrong orders or request for a change.
• Mattresses damaged due to the following are not eligible for exchange:
  ➢ Inappropriate bed foundation or used outdoors.
  ➢ Subjected to stains, burns, tears, cuts, liquid damage.
  ➢ Normal wear and tear or inappropriate cleaning.

Return and Refund Policy

• A return and refund request can only be made 3 weeks after the delivery date and within the trial period of 60 days
• The following are to be provided for the return and refund request to be valid:
  ➢ Order number / Receipt of purchase
  ➢ Reasons for return
  ➢ Pictures as proof if necessary
  ➢ Available schedule pick up date and time
  ➢ Bank account number
• Mattress needs to be wrapped back in the original packaging
• If the mattress due for exchange is damaged or dirty, a cleaning/repair fee of at least $100 will be imposed.
• A refund will take up to 2 weeks processing time upon mattress collection and via the same mode of payment which the purchase was made.
• Return and refund will not be valid on mattresses bought via third party platforms. Valid only on purchases made from Epitex official website or Epitex stores.
• Respective gift issuance fee will be deducted from the purchase price
• A $50 refund collection fee will be deducted from the purchase price
• A $30 administration fee will be deducted from the purchase price
• Epitex reserves the right to reject the return.
• The return is valid on a maximum of 1 mattress per customer/ per household.
• The mattress must be fully paid at the time of the exchange request.
• Return and refund is not applicable to wrong orders or request for a change.
• Mattresses damaged due to the following are not eligible for return and refund:
  ➢ Inappropriate bed foundation or used outdoors.
  ➢ Subjected to stains, burns, tears, cuts, liquid damage.
  ➢ Normal wear and tear or inappropriate cleaning.
  

• Mattresses from the Tranquil, Care and Transcend series come with a 12 years warranty
• 12 years warranty is valid rom the date of purchase
• Warranty is not applicable if:
  ➢ Mattress is bought via a third party platform (nontransferable and applies to original purchaser only)
  ➢ It is not a material defect or workmanship in the product but a reason related to personal preferences to firmness, design, materials and feel of the mattress.
  ➢ Mattress that is not handled properly.
  ➢ Mattress is damaged as a result of inappropriate bed foundation or used outdoors.
  ➢ Mattress is subjected to stains, burns, tears, cuts, liquid damage.
• Any warranty claim is only applicable within Singapore
  Epitex will, at its sole discretion, determine whether a repair or replacement of a defective mattress is appropriate. Claims covered under this limited warranty may be made by reaching us at epitexmattress@epitexhome.com

The Limited Warranty covered the following:

• Coils, wires and border rods that are loose or broken and cause surface collapse.
• Coils or wires that protrude or tear through insulation materials or surface panels.
• Visible indentations greater than one (1) inch (2.54cm) resulting from flaws in manufacturing and not from normal wear and tear.
• Any physical or structural flaw in the mattress that causes foam to split or crack, despite normal usage and proper handling.
• Physical flaws despite the mattress being continuously supported by a proper bed frame to support the collective weight of the mattress and its user(s).
  

The Limited Warranty DOES NOT cover the following:

• A normal increase in softness of the foam which does not affect the actual pressure-relieving properties of the product.
• Individual comfort preferences relating to firmness, design, materials and feel.
• Physical and/or structural damages including, but not limited to, stains, burns, cuts, or liquid damage resulting from use by the customer.
• Damage due to use with an inappropriate foundation.
• Damage incurred by transportation after initial delivery provided by Epitex.
• Damage resulting from washing or drying the mattress cover.
• Any minor manufacturing flaws to the product or packaging including, but not limited to, cosmetic flaws such as uneven stitching, dented/dirty carton boxes, etc.
• Normal wear and tear such as, but not limited to, scratches, indentations, cuts, discolouration, shrinkage, fabric pilling, stains and/or any damages resulting from everyday accidents.
• Products that have been incorrectly assembled and/or used improperly.
• Products that have been used outdoors.
• Products that have been altered or cleaned using cleaning products or methods that are not specifically provided on www.epitexhome.com .
  

Epitex will, at its sole discretion, determine whether a repair or replacement of a defective mattress is appropriate.