Mattress Terms and 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 or self-collection.

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. Deliveries on Sundays, and Public Holidays are subject to availability and a S$ 50.00 surcharge.
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.
Delivery to restricted locations, such as military camps, offshore islands and Sentosa, where permitted by applicable/prevailing laws, will incur a surcharge of SGD 50.00. Do approach our staffs to ascertain if your location is restricted, please drop us an enquiry at cs@epitexhome.com and we will be happy to assist you.
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.
Please be informed that there will be surcharges for certain deliveries:
For locations without lift access (such as HDBs, other property types and destinated delivery address), a surcharge of SGD 10 lifting fee will be charged for each storey without lift access.
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.

Disposal

A disposal fee of S$ 50.00 per mattress is payable if you request that we dispose your old mattress(es) from the same premises during the delivery of your mattress purchased from Epitex. Please provide us with the required details for the disposal at point of payment or checkout. We will not accept any belated requests for disposal, i.e. after the delivery of your Epitex mattress(es) has been completed.
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 course of disposing the mattress(es), and you also agree to bear solely all costs, expenses, loss and/or damage that arise as a result of our disposal.
We do not provide disposal services for bed frames, storage and other furniture. Our disposal service is limited to disposing of your existing mattress(es), at the number of new Mattress(es) that you purchase from us, e., our disposal services is available to dispose of one of your existing mattress if you purchase one new Mattress from us.

Trial Period

All our Mattresses from the Tranquil, Care and Transcend series come with a 60-night free trial period (the “Trial Period”). Subject to Clause 2, the Trial Period starts from the day of the collection or delivery of the Mattresses.
For Mattresses which are out of stock and which you have pre-ordered, the Trial Period will commence on the date of delivery.
Please note that the Trial Period is limited to one Mattress per customer or per household (whichever is applicable).
We provide the Trial Period for you to test out the Mattress and decide if the Mattress is suitable for you. If you have any questions regarding the Mattress during the Trial Period, please check the FAQs on our website or contact us at cs@epitexhome.com and we will try our best to answer any queries you may have.
If you decide that the Mattress is unsuitable for you during the Trial Period, please arrange for a refund with us (the “Refund Request”). Please refer to the Return Policy before making your Refund Request.

Exchange & Return Policy

Only Mattresses purchased on the official Epitex website (epitexhome.com) and retail stores are eligible for exchange and return.
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 3 to 5 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.

Warranties

All our Mattresses come with a 12-year limited warranty commencing on the date of purchase (the “Warranty Period”).
The Warranty Period will not be renewed on the provision of a repaired or replaced mattress under this Warranty. The Warranty Period will continue to run for the remainder of the period starting from the date of purchase.

Warranty details

Unless an exclusion applies, we warrant that all our Mattresses are free from material defects due to faulty workmanship or materials for the duration of the Warranty Period.
Our warranty covers:

coils, wires and border rods which are loose or broken and which causes the surface of the Mattress to collapse;
coils or wires that protrude or tear through the insulation materials or surface panel of the Mattress;
visible indentations greater than 1 inch (or 2.54 cm) resulting from flaws in manufacturing and not normal wear and tear; and
any physical or structural flaw in the Mattress that causes the mattress foam to split or crack, despite normal use and handling.

Exclusions

Our limited warranty does not apply to:
Mattress purchased from third parties platforms. Our warranty applies to Mattresses purchased on the official Epitex website (epitexhome.com) and retail stores
All third parties other than the original purchaser, including those who have purchased the Mattresses used, second hand or from parties other than Epitex. Our warranty is non-transferable and only applies to the original purchaser;
All including those who have purchased the Mattresses used, second hand or from parties other than Epitex. Our warranty is non-transferable and only applies to the original purchaser from Epitex online or retail store;
third parties other than the original purchaser, including those who have purchased the Mattresses used, second hand or from parties other than Epitex. Our warranty is non-transferable and only applies to the original purchaser;
invalid warranty claims which do not adhere to our claims process stated below;
individual presences relating to the firmness, design, materials or feel of the Mattresses;
mattresses which have not been used or handled properly with due care and in accordance with our instructions supplied with our Mattresses;
damage resulting from the use of the Mattress with an inappropriate or unsuitable bed frame, surface, base or foundation. The Mattress requires a proper bed frame and surface/base to support the collective weight of the Mattress and its user(s);
any damage including but not limited to physical and structural damages such as stains, burns, tears, cuts and liquid damage resulting from the use of the Mattress;
damage resulting from wear and tear of the Mattress including but not limited to scratches, indentations, cuts, discolouration, shrinkage, fabric piling, stains and/or damages result from use;
damage as a result of transportation after initial delivery provided by Epitex;
a normal increase in softness of the foams of the Mattress through wear and tear;
damage resulting from the washing or drying of the Mattress cover;
any minor manufacturing flaws to the Mattress including but not limited to cosmetic flaws such as uneven stitching and loose threads which do not affect the pressure redistributing properties of the Mattress;
Mattresses which have been incorrectly or improperly assembled, stored or used;
Mattresses which have been used outdoors; and
Mattresses which have been altered or cleaned using cleaning products or methods which are not specifically provided on epitexhome.com.

Warranty Claims

To make a warranty claim, you must:
reach us at cs@epitexhome.com to make a warranty claim;
provide us with your original proof of purchase and any other details required by us; and
where a valid claim is made, follow our instructions on the repair or replacement of the Mattress.
For valid warranty claims, we will, at our sole discretion, decide whether to repair or replace the defective Mattress. In the event of replacement, we will endeavour to provide a replacement mattress of the same model. However, if the model is discontinued or otherwise unavailable, we reserve the right to provide a replacement that, in our sole direction, is similar to the defective Mattress. At the time of replacement, you must return the original defective Mattress to us.

Liability

To the fullest extent permitted by law, we, including our affiliates, officers, representatives, employees and agents shall not be liable for any loss, damage or injury howsoever caused (including indirect, incidental, punitive or consequential loss or damages such as a loss of income, profits, interest, future business, business opportunity or anticipated savings) arising out of the purchase, possession, sale, delivery or use of our mattresses. Our aggregate liability for the purchase, possession, sale, delivery or use of our mattresses is limited to the aggregate amount paid by for our Mattresses.