Home Trial,
Returns & Exchanges
Returns & Exchanges
Terms and Conditions
Mattresses - 100 Night Trial
100 Night Trial & Returns
We offer a 100-night trial for all of our mattresses. This means you can try the mattress for a full 100 nights in your own home before deciding if you're happy with your purchase. The trial period starts on the delivery or pick-up date of your mattress.
- If you are not fully satisfied with your mattress within the 100-night trial period, please email us at contact@skyler.hk with your proof of purchase (i.e. order confirmation email) to submit your return request and we will arrange a free mattress pick-up from your home.
- To be eligible for a return we only request that you first try your new mattress for at least 14 days (two weeks) before submitting a return request. It may take a few weeks for your body to adjust and realign to a new sleeping surface, and for the new mattress to break in.
- A valid proof of purchase (i.e. order confirmation email) is required for all return or exchange requests.
- A full refund will be issued once the returned mattress has been received in a reasonably good condition.
- Refunds or exchanges may not be granted if the returned mattress is found to be damaged or affected by mould, stains, smells or bed bugs etc arising from poor mattress care and / or external environment conditions. Although returned or used mattresses are never resold or resent to customers, we try our best to donate these mattresses to local charities that can provide a clean and comfortable bed to those in need.
- Return requests for mattresses purchased through our partner stores or websites should be submitted to Skyler, however your full refund may be issued through the respective partner store or website upon presentation of all original receipts after your returned mattress has been received by us.
- Custom-sized mattress orders are not eligible for returns or exchanges.
- Any products delivered outside of Hong Kong and Macau are not eligible for returns or exchanges.
- Any products offered free together with a mattress purchase (i.e. free pillows with a mattress) must be returned together (including their original packaging and accessories) with the mattress. If the free products are not returned as per their individual trial and return policy, their price (in effect at the time of your purchase) will be deducted from your refund. The free products will not be eligible for a return in exchange for a refund or any other form of compensation.
- Our 100-night trial is limited to the return or exchange of one (1) mattress per customer / household. If you order a new mattress after having returned a mattress before, the 100-night trial will not apply on your next mattress order / exchanged mattress. This applies to all new orders from the same customer or delivery address. Customers may be identified by customer name, delivery address, phone number, email address, or other means.
- Purchases from other stores (including HKTVmall and EESE) are subject to the individual stores' return & exchanges policy.
- Purchases using consumption vouchers are not eligible for refunds.
Exchanges
- Exchanges are allowed once within the 100-night trial period.
- We provide a free pick-up and delivery service for exchanges if the mattress has not been unboxed and fully opened; otherwise a HK$300 admin and logistics fee will apply.
- The pick-up and delivery address for exchanges must be at the same address; otherwise a HK$300 admin and logistics fee will apply.
- For size increases, the price differential will be applied between your original purchase and the exchanged size. For exchanges to a smaller size, if the mattress has not been unboxed and fully opened, we will refund the price difference through the method you made the original purchase with.
Mattress Toppers - 30 Night Trial
30 Night Trial & Returns
We offer a 30-night trial for our mattress toppers. This means you can try the topper for a full 30 nights in your own home before deciding if you're happy with your purchase. The trial period starts on the delivery or pick-up date of your topper.
- If you are not fully satisfied with your topper within the 30-night trial period, please email us at contact@skyler.hk with your proof of purchase (i.e. order confirmation email) to submit your return request and we will arrange a free topper pick-up from your home.
- To be eligible for a return we only request that you first try your new topper for at least 7 days before submitting a return request. It may take a few days for your body to adjust and realign to a new sleeping surface, and for the new topper to break in.
- A valid proof of purchase (i.e. order confirmation email) is required for all return or exchange requests.
- A full refund will be issued once the returned topper has been received in a reasonably good condition.
- Refunds or exchanges may not be granted if the returned topper is found to be damaged or affected by mould, stains, smells or bed bugs etc arising from poor product care and / or external environment conditions. Although returned or used toppers are never resold or resent to customers, we try our best to donate them to local charities.
- Return requests for toppers purchased through our partner stores or websites should be submitted to Skyler, however your full refund may be issued through the respective partner store or website upon presentation of all original receipts after your returned topper has been received by us.
- Custom-sized topper orders are not eligible for returns or exchanges.
- Any products delivered outside of Hong Kong and Macau are not eligible for returns or exchanges.
- Our 30-night trial is limited to the return or exchange of one (1) topper per customer / household. If you order a new topper after having returned a topper before, the 30-night trial will not apply on your next topper order / exchanged topper. This applies to all new orders from the same customer or delivery address. Customers may be identified by customer name, delivery address, phone number, email address, or other means.
- Purchases from other stores (including HKTVmall and EESE) are subject to the individual stores' return & exchanges policy.
- Purchases using consumption vouchers are not eligible for refunds.
Exchanges
- Exchanges are allowed once within the 30-night trial period.
- We provide a free pick-up and delivery service for exchanges if the topper has not been unboxed and fully opened; otherwise a HK$300 admin and logistics fee will apply.
- The pick-up and delivery address for exchanges must be at the same address; otherwise a HK$300 admin and logistics fee will apply.
- For size increases, the price differential will be applied between your original purchase and the exchanged size. For exchanges to a smaller size, if the topper has not been unboxed and fully opened, we will refund the price difference through the method you made the original purchase with.
Pillows / Protectors / Sheets - 30 Night Trial
30 Night Trial & Returns
We offer a 30-night trial for all of our products (excluding mattresses which have a 100-night trial). This means you can try the product for a full 30 nights in your own home before deciding if you're happy with your purchase. The trial period starts on the delivery or pick-up date of your product.
- If you are not fully satisfied with your product within the 30-night trial period, please email us at contact@skyler.hk with your proof of purchase (i.e. order confirmation email) to submit your return request and we will send you a pre-paid return S.F. Express shipping label and instructions for dropping off your returned product at one of 120+ S.F. Express Stores or Business Station Locations across Hong Kong and Macau.
- To be eligible for a return we only request that you first try your new product for at least 7 days before submitting a return request, as it can take some time for you to adjust to a new product.
- Products must be returned with their original packaging and accessories.
- Products must be dropped off within 7 days after the return shipping label has been received.
- An admin fee of HK$50 will be charged if methods other than the pre-paid S.F. Express return shipping label is used to ship product returns back to us.
- A valid proof of purchase (i.e. order confirmation email) is required for all return or exchange requests.
- A full refund will be issued once the returned product has been received in a reasonably good condition.
- Refunds or exchanges may not be granted if the returned product is found to be damaged or affected by mould, stains, smells or bed bugs etc arising from poor product care and / or external environment conditions. Although returned or used products are never resold or resent to customers, we try our best to donate them to local charities.
- Return requests for products purchased through our partner stores or websites should be submitted to Skyler, however your full refund may be issued through the respective partner store or website upon presentation of all original receipts after your returned product has been received by us.
- Any products delivered outside of Hong Kong and Macau are not eligible for returns or exchanges.
- Our 30-night trial is limited to a one-time return or exchange of one (1) item per product type (up to two (2) items for pillows) per customer / household. If you place a new order for a product after having returned / exchanged a product of the same type before, the 30-night trial will not apply on that product. This applies to all new orders from the same customer or delivery address. Customers may be identified by customer name, delivery address, phone number, email address, or other means.
- Purchases from other stores (including HKTVmall and EESE) are subject to the individual stores' return & exchanges policy.
- Purchases using consumption vouchers are not eligible for refunds.
Exchanges
- Exchanges from one product size / shape to another are allowed once within the 30-night trial period. Exchanges are not permitted for the same product size / shape, unless initiated as a warranty claim.
- We offer free returns and free shipping for exchange requests, provided that the delivery address has not changed from the original order. The new exchanged product will only be shipped out when the original returned product with its original packaging and accessories are returned and received by us.
- For size increases, the price differential will be applied between your original purchase and the exchanged size. For exchanges to a smaller size, if the product has not been unboxed and used, we will refund the price difference through the method you made the original purchase with.
If you have any questions or concerns on our home trial policy, or would like to initiate a return or exchange request, please email us at contact@skyler.hk or call (852) 2877 8668.
Skyler reserves the right of final decision in case of any dispute arising from the above Terms and Conditions.
Skyler reserves the right of final decision in case of any dispute arising from the above Terms and Conditions.