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Orden Cancellation/ Return & Refund policy
Order Cancellation
- You may cancel orders before your invoice is printed.
- Once the order enters shipment preparation or transit, standard return terms and transport charges will apply.
Return & Refund Policy for Standard Mattresses
The 3D Back Care Mattress Toppers can be returned within 30 days only.
Standard policy applies to most Owllight's products, except customised mattresses. You may refer to 100-Nights Trial policy for the Tulip Hybrid Mattress and 4D Air Light Flow Mattress Topper. For customised order, please refer to Customized Policy.
To qualify for a return and refund under any trial period or standard return policy, strict compliance with all conditions below is mandatory:
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Original Packaging Required: The original box, plastic wrapping, and all original labels/tags must be retained and returned. We cannot accept returns or process refunds without the original packaging.
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Original Unsoiled Condition: The item must be returned in clean, pristine, original condition. Any item that is soiled, stained, damaged, washed, odorous, or altered in any way will be strictly rejected.
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Transport & Handling Charges: Returns may incur transport, restocking, or pickup fees, which will be deducted from your final refund amount or charged prior to collection.
⚠️ STRICT WARNING & REFUSAL OF CLAIMS
We enforce a zero-tolerance policy against abuse. Failure to meet any of the above criteria—including missing original packaging, visible stains, or unsoiled condition non-compliance—will result in immediate disqualification from the return and refund process. If a returned item is received in an ineligible or soiled condition upon inspection, no refund will be issued, and the customer will be responsible for any costs incurred to send the item back.
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.