Refund and Exchange Policy
At Heesz online we want our customers to be completely satisfied with their purchases. We recommend you read our Returns Policy prior to making a purchase from our website, so you are familiar with our policy on refunds, returns and repairs and your legal rights and remedies. We also recommend you immediately inspect any goods that we deliver to you or that you collect from one of our stores, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.
If you have any questions about this policy, please contact our Customer Relations Team.
This Returns Policy only applies where you make a purchase online from Heesz website.
1.1 Returns must be done within five (5) working days starting from the day the goods are delivered to you. You may return your order (or items) for any of the following reasons:
You received the wrong item in your package, or the item has a manufacturing defect (excluding goods marked as display set items or clearance goods).
1.2 The general requirements for returns are as follows:
(a)You have proof of purchase (order invoice number and receipt).
(b) The goods must be in new condition and returned in the original selling condition and unopened packaging along with all original accessories (including manuals, warranty cards, certificate of authenticity) and any free gifts, vouchers received with it.
(c)The product must not have been used or installed.
1.3 Under what conditions is/are the product non-returnable:
(a) In the interests of hygiene: duvets, sheets, pillows, cannot be returned unless they are unopened and in their original packaging.
(b) Once Installed: Made-to-order/Custom-Made products
(c) Once Used: accessories, Mattresses and Assembled Furniture.
(d) Customised/made-to-order goods, special order items, bed linen, mattresses, beds, divans, assembled furniture cannot be refunded or exchanged. If delivery has taken place, the refund will exclude delivery charges paid.
(e) Display unit, auction items and clearance goods are strictly non-refundable. You are required to make a complete inspection to assess the item before purchasing. These items are sold on “as is, where is” basis.
(f) Items that have been purchased for more than 5 days.
(g) The item was purchased for someone else who simply does not want it.
(h) The item has no defects.
(i) You’ve changed your mind because of wrong selection, colour, size, model or specification, product not meeting expectation; or simply found it cheaper elsewhere.
(j) Defaulted on payment for item.
If your return meets all the requirements above and you wish to proceed with the return, please have your order invoice number ready and simply visit any of our retail stores or contact our Customer Relations Team.
Our customer service agent will verify the return reason and arrange a free return pick-up for you. Our courier company will pick up the package at the time specified by you. We will conduct an evaluation within seven (7) days starting from the day we received your returned items. You will receive an email confirmation once the returned item is received from our end.
If your return is valid, we will process your refund or replacement, based on what you have indicated to our Customer First Team. If it’s valid, we will reimburse you with a refund through the same mode of payment that was made in the original purchase.
If your return is not valid, we will notify you and arrange the items to be returned. For the items to be returned, a delivery fee will be chargeable. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.
Please keep the plastic cover so that our delivery guys can use it to transport the mattress back to our warehouse.
Whilst you have a full 100 nights to trial the mattress, we ask that you give us a reasonable amount of notice when requesting a collection and refund. We may not be able to pick up your mattress in this time frame if you give us less than 4 business day’s notice.
Your 100 night sleep trial starts from the date that your mattress is delivered. We ask that you give it a decent trial of at least 30 nights so that your body can fully adjust to your new mattress. To arrange a return or exchange after that time and within 100 nights, please email us at firstname.lastname@example.org. We’ll then take care of the rest.
Our 100 night sleep trial applies only to Heesz mattress and excludes all other goods sold in our store.
We do ask that you keep your mattress in tip-top condition. Our returned mattresses are offered to registered charities. However, mattresses that are returned with marks, stained or damage have to be scrapped and recycled, with the components being repurposed for other uses. This is an added cost for us.
For OH&S reasons as well as reasons stated in the paragraph above, we are not able to take back mattresses that are soiled as our delivery team are not able to handle soiled mattresses. We also can’t take a mattress back that has been damaged by misuse, has a strong odour from cigarettes, perfumes or other strong smells and we can’t take any mattresses back that has fleas or pet hair from your cat or dog sleeping on it.
We place a limit of one use per customer on our 100 night mattress trial offer, meaning you can only activate the policy once. You must be the original purchaser of the mattress in order to receive a refund or exchange. If you have moved since your mattress was delivered, there may be a transport collection fee if the new location is outside of our free delivery area.
If you would like to exchange your mattress and your replacement mattress is more expensive than your original purchase – you will be required to pay the outstanding amount before the replacement mattress can be delivered to your home. However, if you choose a less expensive mattress, we will initiate a refund of the difference as soon as we have swapped them over for you.
Please understand that from the time that we process the refund, payment providers along with your card issuer may take up to 14 business days to process the refund back to your account or credit card. This delay is out of our control and you will need to correspond with your bank or credit card provider if you are not satisfied with this delay.
Collection Times Within The 100 Night Trial
It is entirely your responsibility to ensure correct address and contact details regarding access to your address are provided to Heesz at the time of requesting a collection.
At the time of your collection acknowledgement email, Heesz will offer a collection day and an estimated collection time frame of between 3 hours for most Klang-Valley addresses but up to 12 hours for collections made by a third-party transport provider. We make every effort to have products collected within this time frame, however delays are occasionally caused by unforeseen circumstances. You agree that Heesz is not liable for any loss incurred if the products are not collected within the estimated time frame. At the time of your request for a mattress collection and refund, we will offer you a delivery day and time frame at our earliest opportunity. We reserve the right to prioritise new order deliveries ahead of collections of mattresses for refunds. Therefore, at times of high demand, a mattress collection can be delayed and we will not be liable for any loss incurred or inconvenience caused by this delayed collection date.
Once the collection day and estimated collection time frame have been agreed upon, you agree that a responsible person aged 18 years or over will be at your place of residence at the time that we attempt collection. If no one is able to be at your place of residence within this agreed time frame, you will notify us with more than 2 days notice before the collection time frame and we will reschedule a new collection day and or collection time frame. If no one is at your residence when we attempt collection, and you have not made any attempt to let us know in advanced before the agreed collection time frame, we will charge you a missed collection fee of RM150.
Risk of loss and damage of products remains with you up until the exact time of us collecting the products.