At napnice, we are dedicated to providing you with the best sleep experience. We believe that a home trial is sufficient for you to appreciate the exceptional quality of our products. Therefore, napnice offers a risk-free trial period of 101 days for mattresses and 60 days for pillows. If you are not satisfied with the product, we promise to collect the mattress from your home or arrange for the pillow to be returned via courier, with no hidden fees.
If you have any questions, please feel free to contact our customer service team.
Mattresses: 101-day Trial Plan
- The trial period begins from the date of delivery and lasts for 101 days.
- To allow sufficient time for your body to adjust to the new mattress, return arrangements will commence 30 days after delivery.
- We offer one exchange during the 101-day trial period.
- Returned or exchanged mattresses must be in good condition, free from any human damage.
- Mattresses showing signs of damage, mould, stains, unpleasant odours, or bedbugs will not be eligible for return or exchange.
- On the collection day, our staff will perform an initial on-site inspection. Following collection, the mattress will undergo a comprehensive examination, which typically takes between seven to fourteen working days. If no issues are identified, the company will process the refund within seven to fourteen working days.
When returning a mattress, please ensure that all free gifts (excluding the packaging box) are returned as well. Any unreturned or used gifts will have their retail value deducted from the refund. Free gifts include:
- 15 minutes Pain Therapy and Professional Spinal Assessment Coupon (Worth HK$ 1,500)
- Waterproof mattress protector (Worth HK$ 660-840, depending on size)
- Extra mattress cover (Worth HK$ 690)
- Laundry bag and non-slip mat (Worth HK$ 100) or other gifts
- The 12″ passion Pocket Sprung Mattress is not eligible for a trial.
- The 101-day trial period is only available to customers in Hong Kong.
- A valid electronic or physical receipt must be presented when returning items.
- Each delivery address/recipient is limited to one 101-day trial experience. Customers who have previously returned a product will no longer be eligible for this offer.
- Repeated purchases during the trial period will result in the immediate termination of the old mattress's trial period, with a new 101-day trial commencing from the delivery date of the new mattress.
- Custom mattresses are not eligible for the 101-day trial.
- If the mattress has not been opened or used when you request an exchange, we will arrange free collection and delivery; otherwise, a HK$300 transportation fee will apply.
- For exchanges to a larger size, the price difference will be charged. Should you wish to exchange for a smaller size and the mattress remains unsealed and unused we will refund the difference using your original payment method.
- Returns will only be processed based on the address provided in the order.
- If we have reason to believe that a customer is engaging in malicious returns, the return will not be accepted.
- Any additional charges incurred during delivery will not be refunded.
- Customers in outlying areas and restricted zones will need to bear the round-trip shipping costs for returns (excluding Tung Chung and Paradise Bay).
- For difficulties in moving due to mattress size or lack of elevators, a handling fee of HK$ 100 per flight of stairs will be charged.
Pillows: 60-day Trial Plan
- The trial period begins from the date of delivery and lasts for 60 days.
- To allow sufficient time for your body to adjust to the new pillow, return arrangements will commence 30 days after delivery.
- Returned or exchanged pillows must be in good condition, free from any human damage. Upon confirmation, we will arrange for a refund.
- Pillows showing signs of human damage or poor hygiene will not be eligible for a refund.
When returning a pillow, please ensure that all free gifts (excluding the packaging box) are returned as well. If any gifts are not returned, their retail value will be deducted from the refund. Free gifts include:
- Extra pillow cover (worth HK$ 150/250)
- Supportive pad X 2 (worth HK$ 50)
- Pillow travel bag (worth HK$ 50) or other gifts
- Redeemed pillows do not come with a trial period.
- The 60-day trial period is only available to customers in Hong Kong.
- A valid electronic or physical receipt must be presented when returning items.
- Each delivery address/recipient is limited to one 60-day trial experience for pillows. Customers who have previously returned a product will no longer be eligible for this offer.
Others
Products do not come with a trial period and returns are not accepted. If the product sent by napnice does not match the order, we will arrange a replacement at no extra cost.
We hope you will be satisfied with napnice products. We will do our utmost to ensure that the products match the images displayed on our website; however, there may be minor fabric creases or colour variations. Fabric colours are based on actual items in our physical store. Please visit our store during opening hours for the product display. napnice will not accept return requests due to creases or colour discrepancies.
napnice reserves the right to amend these terms without prior notice. In the event of any disputes, napnice holds the final decision. In case of discrepancies between the English and Chinese versions, the Chinese version shall prevail.
