Trial and Return FAQ

How Does The Trial Work?

We want everyone to get the best sleep possible, and know it takes a few nights, washes, and naps to get a feel for the difference Naturenite can make. With our risk-free trial and return policy, you can try Naturenite products in the comfort of your own home--pressure free. 

Trial start on the day you received the products. If you’ve been sleeping on another bed every night for the past few years, your body will need time to adjust to your new Naturenite bedding products. We offer a 30-day trial on pillows, 45-day trial for mattresses & toppers so you can take note of how your sleep improves along the way. The trial starts on the day you receive your product. 30days for you to trial our mattress/topper another 15day shall be sufficient for you to decided if we are good enough for you to keep.

Free trial is applicable for orders and delivery within Peninsular Malaysia only.

 

How Many Trials Do I Get?

Regrettably, you are entitled to one trial period per product. 

If at least one of a particular product type is returned from an initial order, that customer or shipping address will not be eligible for additional trials on subsequent orders of that particular product.

If you feel that the product is not suitable, you will be eligible to request for one time exchanged .Your trial period will be continue running from your first purchased.

 

Do I Need To Keep Any Of The Packaging Or Boxes?

Yes please do keep the extra plastic wrapper that is included in the package. We might need your little help to pack the product back in the wrapper and tape it tightly, just in case you are not satisfied with our product and would like to return it. 

To initiate a return, reach out to our Customer Experience team via chat here

 

How Do I Start A Return?

It is recommended for you to try it for a certain period of time in order for your body to adjust to the new product (at least 2 weeks for pillow and 3 weeks for mattress/topper). After that, if you decide that our Naturenite products aren’t right for you, we're happy to help troubleshoot or initiate the return process within your trial period. Please contact us via chat here to initiate your return. Provide us your invoice no. or order no. 

Trial product are require to be return/collect by us within the trial period. Products that have not returned/collected after trial period are not eligible for the refund. You may choose to drop-off the products to us at our office or courier it back to us.

For orders of mattress or topper located in KL/Klang Valley only, you may contact us for us to arrange collection from you.

Unfortunately we does not have self transporter for buyers who located out of KL/Klang Valley areas. For this, we will have to trouble you to spend sometime to help us pack/wrap the item nicely.  Once done, do inform us, we will arrange our 3rd party transporter to collect it from your delivered address. Do note that the process will take us at least 7 days for us to arrange with transporter to pickup your item. Item that are not packed/wrap nicely are not acceptable by our 3rd party transporter.

Provided the items are received in donatable condition, we’ll process a refund once we receive them back at our facility.

Refunds will be credited back to your account within two weeks.

 

How Do I Reschedule My Return Pickup?

No worries! To reschedule your pickup, please give our contact our Customer Experience team via chat here with your order number and updated availability.

 

When Can I Expect A Refund For My Return?

Once your return is accounted for, we'll refund and credit back your original form of payment to your credit card. Naturenite will remain the rights to charges additional fee if the return product have been soiled or burned, or have received obvious physical abuse or tear and damage to the fabric. Upon inspection, good condition products will be refund back in full amount to buyer. Please allow 7-14 business days for the refund to settle back on your original form of payment.

 

How Do I Check On The Status Of A Refund?

You can check you credit card statement for the debited amount! Please do reach out to our Customer Experience team via chat here if you still does not get the refund yet.

 

On What Circumstance Return Mattress Are Invalid?

Naturenite remains rights to reject Mattresss that are:-

  1. Damage mattress that are done by natural disaster.
  2. Mattresses that have been soiled or burned, or have received obvious physical abuse or improper tear to the opening & fabric.
  3. Mattresses used for commercial purposes, for example, hotels, motels or institutional facilities.
  4. Custom Size mattress/toppers is not returnable.

Mattresses will be resend back if found of any circumstance above occur. Additional fee of the transport cost will be bare by buyer.

 

What Happens To Returned Products?

Returned Naturenite mattresses or other large items will be donated to a local charity or recycled. Charities will vary regionally. In certain localities, restrictions require us to recycle/dispose of the bed.

Most self-service Naturenite returns will arrive at our facilities, go through the wash if necessary, and then be donated to a local religious organization, charity, or upcycled for use in our pop-up experiences.