Home Trial,
Returns & Exchanges
Terms and Conditions
The Skyler Mattress

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, you may contact us for a return and we will arrange a free pick up from your home. A full refund will be issued once the returned mattress has been received.
  • 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 takes time 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 (such as your order confirmation email) is required for all return or exchange requests.
  • The returned mattress should be in a reasonably good condition, without any damages or stains, otherwise refunds or exchanges may not be granted. 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.
  • 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.
  • 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.


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 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.
The Skyler Pillow

30 Night Trial & Returns

We offer a 30-night trial for all of our pillows. This means you can try the pillow 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 pillow.

  • If you are not fully satisfied with your pillow within the 30-night trial period, you may contact us for a free return and we will send you a pre-paid return S.F. Express shipping label and instructions for dropping off your returned pillow at one of 120+ S.F. Express Stores or Service Locations across Hong Kong and Macau. A full refund will be issued once the returned pillow has been received.
  • To be eligible for a return we only request that you first try your new pillow for at least 7 days before submitting a return request, as it can take some time for you to adjust to a new pillow.
  • Pillows must be returned with the original box packaging.
  • Pillows must be dropped off within 7 days after the return shipping label has been received.
  • An administration fee of HK$50 will be charged if methods other than the pre-paid S.F. Express return shipping label is used to ship pillow returns back to us.
  • A valid proof of purchase (such as your order confirmation email) is required for all return or exchange requests.
  • Returned pillows should be in a reasonably good condition, without any damages or stains, otherwise refunds or exchanges may not be granted. Although returned or used pillows are never resold or resent to customers, we try our best to donate these pillows to local charities.
  • 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 up to two (2) pillows per customer / household. If you order a new pillow after having returned pillows before, the 30-night trial will not apply on your next pillow order / exchanged pillow. 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.


Exchanges

  • Exchanges from one pillow type to another are allowed once within the 30-night trial period. Exchanges are not permitted for the same type of pillow, 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 pillow will only be shipped out when the original returned pillow and original box packaging are returned and received at our office.


We’ll reach out to you after the first month to see how you’re sleeping and if you need help with anything. 

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.

Updated as of May 15, 2018

VIEW TERMS & CONDITIONS FOR THE PRODUCT WARRANTY