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Return & Refund policy
Standard policy applies to most of the mattresses, except customised mattresses. You may refer to 100-Nights Trial policy for standard order. For customised order, please refer to Customized Policy.
Return & Refund Policy for Standard Mattresses
By purchasing a standard mattress from us, you acknowledge that you have read, understood, and agree to be bound by these terms.
In the event any, Owllight products are received in a defective condition, customers may request for an exchange or refund via our live chat or email in at info@owllight-sleep.com within 3 hours. We will require image proof of the defected Owllight product with its original box and plastic packaging within the image frame.
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We offer a 100-Nights Trial policy for most products, except customised order.
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You may cancel orders before your invoice is printed for the logistics arrangement to ship your item (before "Transit to Ship" status) without seller approval.
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To initiate a return, please contact our customer service team within 100-Nights.
- To be eligible for a return, the mattress must be in its original condition, with all original tags and packaging intact.
- Mattresses that have been damaged, soiled, or altered in any way may not be eligible for return.
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Refunds will be processed when we have received the product back at one of our warehouses or associated charities.
Return & Refund Policy for Customized Mattresses
By purchasing a customized mattress from us, you acknowledge that you have read, understood, and agree to be bound by these terms.
1. Return Eligibility
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Customized mattresses are eligible for return only if there are defects or visible quality issues
- You may cancel orders before your invoice is printed for production to begin.
- After production starts, 30%-50% of incurred cost will be charged as liquidated damages.
- Minor variations in dimensions will not be considered as defect under Terms of Service
- To be eligible for a return, the mattress must be in its original condition, with all original tags and packaging intact.
2. Return Process
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To initiate a return, please contact our customer service team within 7 days.
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We will provide you with a Return Merchandise Authorization (RMA) number, which must be included with the returned mattress.
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You are responsible for shipping the mattress back to us, and we recommend using a trackable shipping method.
3. Refund Amount
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Full refund may be considered within 7 days of delivery for structural defects in quality of mattress.
- Refunds will be processed when we have received the product back at one of our warehouses and reported defect is proved.
4. Exceptions
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Customized mattresses with special orders, such as unique sizes or materials, may not be eligible for return or refund under standard policy
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Mattresses that have been damaged or soiled due to misuse or neglect may not be eligible for return or refund.