- Napnice can delivery the mattress after customer place the order with 6 hours at the earliest.
(Monday to Saturday, Sunday and public holiday are not included, from 0900 hrs to 2300 hrs)
- Customer can also contact Napnice to designate the date and time to receive the mattress.
- Free delivery to the outlying Islands customer but it takes 2 to 4 working days, please contact Napnice before place the order.
- After the order placed, napnice will confirm the order within the office hour.
- Logistics team will contact customer before delivery, make sure customer can receive mattress.
Trial and Return Policy:
Napnice offer a 101 Days trial for all our mattresses; a 60 Days trial for all our pillows. This means customer can try the mattress in their own home with your purchase.
- The trial period starts on the delivery or pick-up date of customer's mattress.
- To be eligible for a return Napnice request that customer try new mattress for at least 30 days before submitting a return request. It takes time for customer body to adapt to a new sleeping surface.
- The returned mattress should be in good condition, without any damages, otherwise, refunds or exchanges may not be granted. A full refund will be issued once the returned mattress has been received.
- The free gifts (Coupon of Professional Spinal Assessment by Therapist, Waterproof Inner Cover, removable cover, supermarket cash coupon, anti-slip mat, cloths bag) should return with the mattress together. If not, the price of the gifts would be deducted before refund.
- Any products delivered outside of Hong Kong are not eligible for returns or exchanges.
A valid proof of purchase (such as order confirmation email) is required for all return or exchange requests.
- Napnice 101 days trial is limited to the return or exchange of one mattress customer/household. If customer order a new mattress after having returned a mattress before, the 101 days trial will not apply on your next order. This applies to all new orders from the same customer or delivery address.
- The trial period starts on the delivery or pick-up date of your pillow.
- To be eligible for a return we only request that you first try your new mattress for at least 30 days before submitting a return request. It takes time for your body to adapt to a new pillow.
- The returned pillow should be in good condition, without any damages, otherwise, refunds or exchanges may not be granted. A full refund will be issued once the returned pillow has been received.
- The free gifts (2 High-density Supportive Foam Pad) should return with the Pillow together. If not, the price of the gifts would be deducted before refund.
- Any products delivered outside of Hong Kong are not eligible for returns or exchanges. A valid proof of purchase (such as your order confirmation email) is required for all return or exchange requests.
- Napnice 60 days trial is limited to the return or exchange of one pillow customer/household. If you order a new pillow after having returned a pillow before, the 60 days trial will not apply on your next order. This applies to all new orders from the same customer or delivery address.
- Exchange is allowed once within the 101 days trial period.
- Napnice provide a free pick-up and delivery service for exchanges if the mattress has not been unpackaging and fully opened; otherwise, an HK$300 logistics fee will apply.
- For size increases, the price differential will be applied between the original purchase and the exchanged size. For exchanges to a smaller size, if the mattress has not been unpackaging and fully opened, Napnice will refund the price difference through the method you made the original purchase with.
- Napnice reserves the right of final decision in case of any dispute arising from the above Terms and Conditions.
napnice mattresses and napnice pillows are covered by a Life Time Limited Warranty and 10 Years Warranty respectively (warranty).
Customer needs to register the warranty once they received the mattress.
The warranty effect from the date of collection of the mattress. This Warranty is not transferable and covers only the original purchaser who continues to be the owner of the product.
- For the first two years of the Warranty period, napnice will, at its discretion, repair or replace a defective mattress/pillow for free.
- If you make a valid claim cover by our warranty policy, you can enjoy a discount rate to purchases our new product. The discount rate as follows: First year: 90%, Second year: 80%, so on and so forth, after the eighth year you can enjoy a 20% discount rate. Usage for less than 1 year will be treated as 1 year.
- For example, you use $3000 to purchase the mattress on 2018, when the problem occurs on 2023 (the fifth year of purchase), you can use $1500 ($3000 x 50%) cash discount to purchase our new product.
- Repaired or replaced mattresses/pillows are subject to the same Warranty as the original mattress/pillow, such that its warranty term begins on the delivery/collection date of the original mattress/pillow that was purchased.
- In case an identical mattress/pillow model or material is not available for a replacement, napnice reserves the right to substitute a comparable model or material, and any price difference shall be borne by the customer. Transportation costs for delivering the replacement will be borne by the customer.
- The warranty only covers the material used of the mattress/pillow, not include the mattress/pillow cover and waterproof inner cover.
- Mattress dimensions within the accepted tolerance of +/- 2 cm on the quoted size.
The Warranty covers:
- The defect of a structural or manufacturing nature, including the mattress and mattress cover.
- Deteriorating resulting in a visible indentation or sag of 24mm or larger when no weight is applied onto the mattress; a visible indentation or sag of 15mm or larger when no weight is applied onto the pillow.
- Deteriorating resulting in a visible indentation or sag of over 10% of the surface area when no weight is applied onto the mattress.
- In the case of the above situation, we will replace a new mattress/pillow with the same model you have purchased.
The Warranty does not cover:
- Physical abuse and improper use such as a prolonged sitting on the mattress’ s/pillow's edges, bending, folding, explode under the sunlight for a long period of time resulting in damage to its structure and/or cover material, including but not limited to cuts, tears, stains, soiling.
- Deformity or damage to the mattress/pillow caused by improper washing, drying or high temperature treatment
- Damage caused by using an improper base or foundation to support the mattress/pillow.
- Abnormal or non domestic use of the mattress/pillow.
- Odour (some of the mattresses can have a natural odour)
- Minor manufacturing discrepancies or cosmetic flaws, Individual comfort preferences such a firmness, texture and feel
- Usage outside Hong Kong
- This Product is provided by Napnice HK Limited
- All photos shown in promotional materials are for reference only, the real object should be considered as final.
- In case of any disputes, Napnice HK Limited and ESDlife reserve the right to make the final decision.