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CS2 - Help - 03 Sleep trial & Return



You may cancel an order any time prior to delivery. Refunds will be issued in the form of the original payment, the process may take up to 14 days to be reflected in your account. If you purchased a Mattress using a discount code, the dollar value of any offer code will not be refunded or credited back if the Mattress is returned.



OUR 100 NIGHT TRIAL POLICY APPLIES ONLY TO THE ORIGINAL PURCHASERS OF COMMA SLEEP MATTRESS OR TOPPER + MATTRESS SET TO ENJOY 100 NIGHT TRIAL, HASSLE FREE RETURN AND FULL REFUND.



100 Night Trial Policy
  • 100 Night Trial Policy applies to Comma Sleep Mattress and to be returned or exchanged per customer or household. "Topper+Mattress" to be returned or exchanged per customer or household set only.
  • Purchases made on our website Comma Sleep or authorised retail partner are qualified for 100 Night Trial.
  • To be eligible for the return, you will need to try for at least 14 days (2 weeks) as it takes some time to adapt to your new mattress, especially when the mattress is upgrading from traditional coil spring mattress or foam based mattress to hybrid mattress.
  • If you are not satisfied with the Mattress / Topper+Mattress within the 100 Night Trial, please email to support@commasleep.com to apply the return & refund request. Please note: Return request from Macau, a transportation fee of HK $500 will be deducted, and the balance will be refunded via the original payment method.
  • Refund will be issued and returned to the original payment method used once we have received the the returned mattress in Comma Sleep third-party warehouse.
  • The returned Mattress / Topper+Mattress must be in donatable condition, e.g., no stains, no damage or other soiling including odours. Otherwise refunds or exchanges may not be granted. Though the returned mattress will not be resold, we will try to donate the returned mattress to local charity so that people in need can enjoy a clean and comfortable mattress.
  • The 100 Night Trial excludes exchanges for alternative sizes. If you wish to exchange your Mattress for a smaller/ larger size during the 100 Night Trial, you will be charged for Mattress disposal and delivery fee. Also, the exchanged Mattress will not eligible for the 100 Nights Trial Policy.
  • If the customer needs to change the size, the customer needs to make up the difference for the higher-priced product. If the customer exchanges for a lower-priced product, Comma Sleep will refund the difference.
  • When returning an item, if the price of the product returned by the buyer exceeds the total amount of the discount, the customer will not receive a refund; if the price of the product returned by the customer is less than the total amount of the discount, part of the payment will be refunded, Let's say "Topper+Mattress" set, size 90x183, retail price $5990
Example 1:
Customer bought a Comma Sleep "Topper+Mattress" set for $5990, (Topper $1690 + Mattress $4300) used 20% off promocode, after discounted Topper $1352 + Mattress $3440, paid amount is $4792
1a) if customer wants to return Topper - Comma Sleep will refund $1352 to buyer.
1b) if customer wants to return Mattress - Comma Sleep will refund $3440 to the buyer.

Example 2:
Customer bought a Comma Sleep "Topper+Mattress" set for $5990, (Topper $1690 + Mattress $4300), used 20% off promocode + Mattress $100 Cash voucher. After discounted Topper $1352 and $3440, deduct $100 cash voucher, paid amount is $4692
2a) If customer wants to return Topper: Comma Sleep will refund $1252 to the buyer = Paid amount $4692 - Mattress $3440 = $1252
2b) If buyers wants to return Mattress: Comma Sleep will refund $3340 = Paid amount $4692 - Mattress $1352 = $3340

  • Refunds exclude any Fees which charged by the customer’s credit card issuer. Comma Sleep Charge.
  • Customers are only eligible for 100 Night Trial on their first purchase. If at least one product is returned from the initial order, the customer or order under the same shipping address will not be able to enjoy an additional 100 Night Trials on subsequent orders of that particular product (i.e. if the customer has returned the mattress, they will not be able to enjoy another 100 Nights Trials on future mattress orders).
  • Any product offered free together with an order (e.g. free pillow with a mattress) which must be returned together with the Mattress / Topper+Mattress. If the free product(s) did not return as per the individual trial and return policy, its price (in effect at the time of your purchase) will be deducted from your refund. The free product will not be eligible for a return in exchange for a refund or any other form of compensation.
  • Please note 100 Night Trial Policy only eligible to the order where originally ship to Hong Kong SAR or Macau SAR. Yet, refund will not be granted if the Mattress / Topper+Mattress moved away from the original shipping address.
  • Your returned Mattress / Topper+Mattress will likely be donated to charity. Comma Sleep will cover the related charges.
  • Mattress / Topper+Mattress which delivered outside of Hong Kong or Macau will not able to enjoy the 100 Night Trial nor size exchange.
  • In all case, the order confirmation email showing proof of purchase may be required to take advantage of the 100 Nights Trial Policy.
  • 100 each customer or household only eligible for 100 Night Trail once, to be returned or exchanged per customer or household. Mattress or one "Topper+Mattress" to be returned or exchanged per customer or household. Comma Sleep will identify the customer by customer name, shipping address, phone number or 100 other means.
  • Please note Comma Sleeps 100 Night Trial Policy only applies to the original customer who purchased Mattress / Topper+Mattress from Comma Sleep website, Comma Sleep or Comma Sleep authorised retail partners. Please retain your email purchase receipt so that you can present it to us if necessary.
  • 100 Night Trial does not apply to the order which purchased through unauthorised sales channels.
  • The refund is limited to the returned product price. Other service charges will not be refunded.
  • Return Topper must be the same size as listed on the invoice.

    All matters and disputes are subject to the final decision of Comma Sleep.

Exchange

  • [Exchanges are allowed once within the 100 Night Trail period.]
  • If the Mattress / Topper+Mattress has not be unpacked, we will provide a free collection/ delivery service. Otherwise, a HK$300 delivery fee will be charged.
  • If the customer needs to change the size, the customer needs to make up the difference for the higher-priced product. If the customer exchanges for a lower-priced product,Comma Sleep will refund the difference.

     

    For more information about returns and refunds, please refer to our FAQ or email us at support@commasleep.com


OUR 30 NIGHT TRIAL POLICY APPLIES ONLY TO THE ORIGINAL PURCHASERS OF COMMA SLEEP TOPPER TO ENJOY 30 NIGHT TRIAL, HASSLE FREE RETURN AND FULL REFUND.


30 Night Trial Policy
  • 30 Night Trial Policy applies to Comma Sleep Topper only.
  • Purchases made on our website or authorised retail partner are qualified for 30 Night Trial.
  • To be eligible for the return, we request you try for at least 14 days (2 weeks) as it takes some time to adapt to your new mattress, especially when the mattress is upgrading from traditional coil spring mattress or foam based mattress to hybrid mattress.
  • if you are not satisfied with the Topper, you may return it for a refund within the 30 Night Trial, please email to support@commasleep.com to apply the return & refund request. Please note: Return request from Macau, a transportation fee of HK$500 will be deducted, and the balance will be refunded via the original payment method.
  • Refund will be issued and returned to the original payment method used once we have received the the returned mattress inComma Sleep third-party warehouse.
  • The returned Topper must be in a donatable condition e.g., no stains, no damage or other soiling including odours. Otherwise refunds or exchange may not be granted. Though the returned Topper will not be resold, we will try to donate the returned Topper to local charities so that those in need can enjoy a clean and comfortable Topper.
  • 30 Night Trial excludes exchanges for alternative sizes. If you wish to exchange your Topper for a smaller / larger size during the 30 Night Trial, you will be charged for topper disposal and delivery fee. Also, the exchanged topper will not eligible for the 30Night Trial Policy.
  • If the customer needs to change the size, the customer needs to make up the difference for the higher-priced product. If the customer exchanges for a lower-priced product, Comma Sleep will refund the difference.
  • When returning an item, if the price of the product returned by the buyer exceeds the total amount of the discount, the customer will not receive a refund; if the price of the product returned by the customer is less than the total amount of the discount, part of the payment will be refunded. Let's say "Topper+Mattress" set, size 90x183, retail price $1690
Example 1:
Customer bought a Comma Sleep Topper $1690) used 20% off promocode, after discount the price is $1352
Buyers want to return the Topper - Comma Sleep refund $1352 to the buyer.

Example 2:
Buyer bought 90x183cm Topper $1690, used 20% off promocode and $100 cash voucher; After discounted Topper $1352, deduct $100 cash voucher, paid amount is $1252.
Buyers want to return the Topper - Comma Sleep refund $1352 to the buyer.
Calculating method: The transaction amount is $1352 - minus cash ($100) - $1252

  • Refunds exclude any Fees which charged by the customer’s credit card issuer.
  • Customers are only eligible for the 30 Night Trial on their first purchase. If one product is returned from the initial order, the customer or order under the same shipping address will not be able to enjoy an additional 30 Night Trail on subsequent orders.
  • Any product offered free together with an order (e.g. free pillow with a mattress) which must be returned together with the Topper. If the free product(s) did not return as per the individual trial and return policy, it's price (in effect at the time of purchase made) will be deducted from your refund. The free product will not be eligible for a return in exchange for a refund or any other form of compensation.
  • 30 Night Trial only eligible for the order where originally ship to Hong Kong SAR or Macau SAR. Yet, refund will not be granted if the Topper moved away from the original shipping address.
  • Your returned Topper will likely be donated to charity. Comma Sleep will cover the related charges.
  • Mattress / Topper+Mattress which delivered outside of Hong Kong or Macau will not able to enjoy the 100 Night Trial nor size exchange.
  • In all case, the order confirmation email showing proof of purchase may be required to take advantage of the 30 Night Trial Policy.
  • Each customer or household only eligible for 30 Night Trial once, and is limited to one (1) Topper or one (1) item to be returned or exchanged per customer or household. We may identify the customer by customer name, shipping address, phone number or other means.
  • 30 Night Trail Policy only applies to the original customer who purchased Topper from Comma Sleep's website(www.commasleep.com) or our authorised retail partners. Please retain your email purchase receipt so that you can present it to us if necessary.
  • The 30 Night Trial does not apply to the order which purchased through unauthorised sales channel.
  • For more information about returns and refunds, please refer to our FAQ or email us at support@commasleep.com
  • The refund is limited to the returned product price. Other service charges will not be refunded.
  • Return Topper must be the same size as listed on the invoice.

    All matters and disputes are subject to the final decision of Comma Sleep.

Exchange

  • Exchange is allowed once within the 30 Night Trial period.
  • If the Topper has not been unpack, we will provide a free collection / delivery service. Otherwise, a HK$300 delivery fee will be charged.
  • If the customer needs to change the size, the customer needs to make up the difference for the higher-priced product. If the customer exchanges for a lower-priced product, Comma Sleep will refund the difference.

 

⚠️注意⚠️Attention⚠️