POLICIES & SERVICES
RETURN AND EXCHANGE POLICY
1. Return and exchange conditions
a. For faulty products, missing accessories and quantity.
Customers need to check the product's status and can return or exchange the product right at the time of delivery in the following cases:
- The goods do not match the models or samples shown to you at the time of order.
- Incorrect quantity, not enough sets as in the order.
- External effects such as torn packaging.
b. For customers who are not satisfied after 120 night sleep trial.
If you are not happy with the quality of the product after 120 nights sleeping on your G9 rolled mattress, you can contact us by email/phone/Facebook for a return.
2. Timeline to notify and return regulations
a. For faulty products, missing accessories or quantity.
Time period to notify the retailer about the returns or exchange: within 48 hours of the time the product was delivered to you.
Time period for returns: within 14 days of the day the seller was notified about the returns.
Location for returns or exchange: We will come to get the product and return it at no cost.
b. For customers who are not satisfied with 120 night sleep trial.
Time period to notify the retailer about the returns or exchange: within 48 hours of the last day of the 120-night sleep trial. More than 48 hours after the last day of the program, we will not be able to support returns.
Time period for returns: within 14 days of the day the retailer was notified about the returns. You can only exchange once and will get only a 30-day sleep trial for a second mattress.
Location for returns or exchange: We will come to get the product and return or replace it at no cost.
If customers have any feedback/complaints related to the quality of the product, please kindly contact us by email/phone/facebook for advice and support.
G9 rolled mattress are covered for 10 years from day you receive the product. The warranty applies to all purchases from the store/website and G9 rolled mattress's authorized agencies.
The warranty only applies to the originial purchaser.
The warranty covers:
- Sag exceeding 20% for the Foam structure mattress and 3 cm for the spring pocket structure, provided it is a technical defect caused during the production process, not caused by force majeure acts or customers.
- Structural problems found during normal use and proper handling which cause broken or cracking foam.
- Manufacturing defects during the zipper assembly of the mattress cover. The warranty covers the repair or replacement of the cover (only applied to G9 NAVY and G9 MARINE).
The warranty does not cover:
- Personal preferences about the firmness, design or materials of the product.
- Damage to the product such as stains, lacerations, cuts or damage due to misuse on the part of the customer.
- Damage caused by using an inappropriate bed frame such as beds with bars more than 5cm apart.
- Damage caused by other shipments after G9 delivered the mattress.
- Damage caused during washing or drying the mattress.
- Product defects such as uneven seams, dented/dirty carton box, etc.
- Warranty applies to domestic and original purchasers only.
G9 will make the decision to repair or replace the mattress on a case-by-case basis.
Get in touch with us by Facebook, Email or Hotline for more information about the warranty.
120 NIGHTS SLEEP WITH G9 POLICY
In order to motivate and encourage online shopping habits in customers, G9 rolled mattress has graciously launched the "120-night sleep trial" program.
To build trust with customers and ensure customers are confident to buy cumbersome furniture online.
You will have 120 nights to experience sleeping on your new mattress to figure out if it's the right mattress for your body and your spine. If you are not satisfied with the mattress in any point within 120 days, simply contact us by Facebook/Email/Hotline and we will come to get it at no additional cost and give you a full refund within 2 to 14 days after returning the mattress (*)
When receiving the mattress, we will inspect the mattress quality. If the mattress is deformed or torn apart due to human or customer misuse, we will charge a fee. This is the return fee per the agreement of both parties.
In case a cross-checking or refund is needed, we will process the refund within 2 to 14 days per the agreement of both parties.