Understanding The Woosa Sleep Trial

The Woosa Sleep Trial serves as our return policy.

We recommend sleeping on your Woosa mattress for at least 30 days to allow your body to properly adjust to the pressure-reliving properties of the mattress. For our pillow, especially for users changing from a down pillow, we recommend giving yourself at least 7 days to adjust to the plush supportive properties of the Woosa Pillow.

You must purchase the products to start the sleep trial. Your sleep trial starts from the day you receive your product, not your order date. You may initiate return all Woosa products within the first 30 days from the date of delivery. Returns must be initiated via email at support@woosa.sg before the end of the 30th day (including weekends and public holidays) of receiving your product.

Example: You purchased the order on the 1st of October, your return request must be filed to us the end of 30th October.

All returned products are either donated to local social enterprises and charities or disposed properly at recycling centres. We never resell used Woosa products.

Subject to terms and conditions:

Return Policy for Mattresses

Free returns are applicable for one mattress per order, per address, within the first 30 days of receiving your item, or prior to delivery.

For x2 single mattresses purchased under split king bundle, a restocking fee of $300 is applicable for the return of both mattresses within the first 30 days of receiving your item.

We will pick up the mattress for free from the original delivery address, subject to our earliest available pick up slot. Charges are applicable for locations with no lift access. For addresses with no lift access, a stairs fee of $10 is chargeable per level per item.

What is not returnable?

- Custom sized mattresses are not applicable for returns

- Products must be in donatable condition to be eligible for return (e.g., no stains, tears or other soiling including odours).

- Only the original purchaser is eligible for a return

- Only items at the original billing or shipping address will be eligible for the return

- Products purchased from 3rd party marketplaces (Shopee/Lazada) will have to follow their respective platform's return terms and conditions.

Please ensure that your purchase fulfils the return policy before filing for a return. We have the right to exercise our own discretion to reject return requests that do not adhere to our policy.

Return Policy for Bases

A restocking fee of $300 will be charged for return of one bed base per order, per address within the first 30 days of receiving your item.

Our bed bases include The Adjustable Base, The Adjustable Base with headboard and side frames, The Storage Adjustable Base, The Storage Base and The Boxspring Base.

We will pick it up the base from you from the original delivery address, subject to our earliest available pick up slot. Charges are applicable for locations with no lift access. For addresses with no lift access, a stairs fee of $10 is chargeable per level per bulky item per item.

For avoidance of doubt, please clarify with us on the stairs fee payable for the return of your order if you live in a location with no lift access.

What is not returnable?

- Custom sized bases are not applicable for returns. This includes custom-sized bases, headboards, side frames, increased or reduced thickness and other customization requests.

- Products must be in donatable condition to be eligible for return (e.g., no stains, tears or other soiling including odours).

- Products shipped outside of Singapore are not eligible for return.

- Only the original purchaser is eligible for a return.

- Only items at the original billing or shipping address will be eligible for the return.

- The Adjustable Base will not be eligible for a return if the adjustable base has been mishandled whether in transit or by other means, subjected to physical or electrical abuse or misuse, or otherwise operated in any way inconsistent with the operation and maintenance procedures outlined in the Owner's Manual.

- You may incur a replacement charge for returning products that do not meet our Return Conditions. For a full list of our replacement costs, please refer our our price list here.

- Products purchased from 3rd party marketplaces (Shopee/Lazada) will have to follow their respective platform's return terms and conditions.

Please ensure that your purchase fulfils the return policy before filing for a return. We have the right to exercise our own discretion to reject return requests that do not adhere to our policy.

Return policy for Accessories

Free return are applicable for one accessories per order, per address, within the first 30 days of receiving your item. Our accessories include The Woosa Pillow, The Lumbar Pillow, The Woosa Bolster, The Mattress Protector, The Woosa Silk Duvet, Silk Pillowcase, Silk Eye Mask, Egyptian Cotton Bedding and Lenzing TENCEL™ Lyocell Bedding.

All returned accessories will have to be dropped off at our store and will have to be verified with a valid Woosa Order Number or invoice.

Please return your accessories to:

The Woosa Dreamery 1 Tampines North Dr 1, #01-01, T-SPACE Singapore 528499

You do not need to retain the original packaging to be eligible for return. Please ensure that the products are in donatable condition to be eligible for return.

For Egyptian Cotton Bedding and Lenzing TENCEL™ Lyocell Bedding, please note that we can only process returns for unused and unwashed sheets.

What is not returnable?

- Products must be in donatable condition to be eligible for return (e.g., no stains, tears or other soiling including odours).

- For Egyptian Cotton Bedding and Lenzing TENCEL™ Lyocell Bedding, products must be unused and unwashed.

- Products purchased from 3rd party marketplaces (Shopee/Lazada) will have to follow their respective platform's return terms and conditions.

Please ensure that your purchase fulfils the return policy before filing for a return. We have the right to exercise our own discretion to reject return requests that do not adhere to our policy.

Return Process

1. Ensure you fulfil the return policy related to your product.

2. Email us your return request to support@woosa.sg with your order number.

3. We will reply within 3 working days to schedule a pick up (for items that are eligible for pick up).

4. Upon pick up, our logistics will verify the condition of the product and will require a sign off by the customer. For products that do not fulfil the return policy upon product verification, our delivery team reserves the right to exercise their discretion and reject the return on the spot.

5. Upon successful return of the product, we will process the refund within 3 working days, and it will take no more than 14 days for the refund to be credited back to the original mode of payment. However, Woosa Sleep reserves the right to change the mode of refund.

Refund Mechanics

If you purchased a mattress using a discount code, the dollar value of any offer code will not be refunded or credited back if the mattress is returned.

Gifts with Purchases (GWP) are non-refundable and chargeable at its original price should the original purchase be returned. (e.g If you purchased the Woosa Mattress with a free pillow, the original price of the pillow [$169] will be deducted from your total refunded amount).For returns of a single product only.

100% refund minus any applicable fees, or minus the cost of any Gifts with Purchases (GWP)

For return of Single Product Purchased in a Bundle Discount:

Bundle discounts will not be extended should the customer choose to return only a portion of their order:

E.g. 1: Queen size adjustable base bundle price: $3103.20 Queen Adjustable Base: $1,699 Queen Headboard and Side Frame: $250 Queen Original Mattress: $1,499

Customer returns Queen Original Mattress Rest of the items will be charged in full: $1,949 Refund Amount: $3103.20 - $1,949 = $1,154.20

E.g 2: Queen size adjustable base bundle price: $3103.20 Queen Adjustable Base: $1,699 Queen Headboard and Side Frame: $250 Queen Original Mattress: $1,499 Customer returns Queen Adjustable Base: Minus Restocking Fee: Rest of the items will be charged in full: $1,949 Refund Amount: $3103.20 - $1,949 = $1,154.20

Cancellation Policy

You may cancel your order purchases prior to your delivery.

In the event you wish to cancel your existing order and place a new order, kindly note that a new delivery lead time will be given at the time of new purchase.

Subject to terms and conditions:

Cancellation policy for Mattress

Free cancellation prior to delivery.

For orders that have customization requirements (ie custom sizes or other customization requests), cancellation is not allowed.

Cancellation policy for Bed Bases

Cancellations are free within 7 days from the order date, which is defined as the date where either partial or full payment has been made for the order.

Example: If you place your order on a Saturday this week, you will need to cancel your order before the end of Friday next week, assuming there is no Public Holiday in between.

A cancellation fee of $300 is chargeable for orders cancelled after 7 days from the order date.

Cancellation policy for Accessories

Free cancellation prior to delivery.