Free Return & Exchange Service Policy

KYLIN Mattress
100-Days Free Trial Policy

  1. To ensure customer satisfaction and allow for proper adjustment, we require a minimum 30-night trial period before returns or exchanges.
  2. If the mattress was not purchased from Kylin Group (S) Pte Ltd, it is not eligible for a return or a refund.
  3. Please email your order number & reason of returning to our email, admin@kylinshops.com
  4. Please keep and show your Delivery Order to proof date of receiving.
  5. On the scheduled pick up date, make sure have people standby to arrange return for the mattress (Only office hours).
  6. If contact is not reachable, return is not longer eligible for after the contact window closes.
  7. 100-Days Free Trail is valid of one mattress only.
  8. This 100-Days Free Trail is only for first mattress purchase only, the following information will be used to determine, (email, name, telephone, address & others).
  9. We reserve the right to refuse service for any unreasonable reason.
  10. Customers must ensure that our KYLIN Mattress remains clean and undamaged to maintain the effectiveness of this service.
  11. It is essential that customers keep the original packaging to protect the mattress during transport. A repacking fee of SGD200 will be charged if the original packaging is not available or missing.
  12. Only allow the return pickup address is same with your order delivery address.
  13. If any reschedule or over time arrangement, there will occurred a SGD150 surcharge.

     

    KYLIN U-Neck Pillow
    15-Day Free Pillow Firmness Replacement

    If you find that the firmness of your pillow is not suitable for you within 15 days, you can contact our customer service or email us to arrange a replacement.

    Please note:

    • Only one replacement is allowed.
    • We will only replace the pillow core.
    • If you replace the pillow with a cheaper model, we will not refund the difference in price.
    • To reduce the need for unnecessary pillow replacements, please refer to our pillow firmness guide or contact our customer service for assistance in selecting the right firmness for you.
    • After 15 days, we will no longer arrange free replacements. If you need a replacement, you will be charged a fee of SGD15.

    Here are some additional points to consider:

    • Make sure to keep your original pillow packaging and receipt, as you will need them to request a replacement.
    • When contacting customer service, please provide your order number, name, and contact information.
    • We will process your request as soon as possible and send you a replacement pillow core.

    We hope this information is helpful. Please let us know if you have any other questions.