Exchange and Refund Policy

1. Exchange and Refund is applicable to all Stephenise mattresses (excluding Stephenise baby mattresses, pillows and bolsters that come as free gifts)
2. The online E-Warranty Card must be completed within 30 days of delivery.

Exchange and Refund Policy for Mattress

• Exchange/Refund request will not be entertained in case of improper usage or physical damage to the mattress. You are expected to return the mattress in an acceptable good condition.
• Exchange/Refund request will not be entertained if the mattress was not purchased from Stephenise Multibiz Holdings Sdn Bhd.
• Exchange/Refund request will not be entertained for accidental or intentional physical damage such as not limited to burns, cuts, tears, animal or insect infestation, unsanitary conditions, liquid spillage, stains, dirt or damage is found on the mattress during the inspection process.

• Exchange/Refund request will not be entertained if the mattress is used on an improper surface without proper support.
• Exchange/Refund request will not be entertained if the mattress is found to be exposed to cold or hot temperatures for a period of time that causes the materials to tear or permanently deform.
• Exchange/Refund request will not be entertained if the you want to return the mattress due to incorrect size or model ordered. It is always recommended to cross check the size and model before placing the order.
• Exchange/Refund request will not be entertained if you are not reachable or do not respond to our attempts to contact you with regards to your return request after the 100-Night Trial period; you are no longer eligible for a return.  
• Exchange/Refund request will not be entertained for any subsequent mattress you buy from Stephenise. This applies to all new orders from the same customer. Customers may be identified by customer name, delivery address, phone number, email address, or by any other means.
• Exchange/Refund request will not be entertained if we have grounds to believe that you are returning the mattress for reasons other than because you’re genuinely dissatisfied with the mattress. We reserve the right to refuse to accept the return, not give you a refund and reserve the right to refuse to sell our products to you in the future.
• Exchange/Refund request will not be entertained if the mattress is not wrapped up securely using its original plastic (or any other plastic that can serve the same purpose) in order to avoid the mattress from getting dirty or damaged during transportation. Failing this, Stephenise will charge RM100.00 as a compensation fee (for cleaning and repairs purposes) which will be deducted promptly from the refund amount. In the event that the damage/stains to the mattress are so severe that it is not recoverable, we reserve the right to send the mattress back to you at your cost.
• Exchange/Refund will not be entertained if the collection address is not the same as delivery address and return is only valid in territories where Stephenise sells and delivers.
  
  
• Exchange/Refund will not entertained if the mattress is misuse or modification of the mattress.
• Custom-made mattress.
• Bedding companions such as pillow & bolster or which even product which comes with the new mattress.

We shall charge an administration fee of RM300.00 per item for the delivery cost.  A full refund (with the deduction of the administrative fee mentioned above) will be issued once the returned mattress has been received & verified. 

Any mattress delivered outside Malaysia is not eligible for returns. Our 100-night trial is limited to a one-time return or exchange of up to one mattress per customer or household. If you order a new mattress, the 100-night trial will not apply on your next mattress order or exchange mattress.

The final decision on refund under the 100-night trial will be made by Stephenise. We reserve the complete right to refuse any request claim if it does not fulfil the Terms and Conditions of the 100-Night Trial Policy.

Note: Refund processing time may take up to 14 working days.

30-Night Pillow Trial Policy
Sleep on your new Stephenise pillow for 30 nights to get used to the amazing comfort and support it offers. In taking part in a home trial, you agreed to keep your pillow for a minimum of 14 nights to adapt to the unique feel of Stephenise pillow.

Within 30 nights of purchase, if you are not completely satisfied with your Stephenise pillow, let us know by sending an email to our customer service at customerservice@stephenise.com and we will arrange for your pillow to be picked up from your residence. Once we have collected it and assessed the pillow to our satisfaction, your total payment to Stephenise Multibiz Holdings Sdn Bhd will be refunded. For further details, please refer to our Terms & Conditions.

We reserve the right to refuse the 30-Night Sleep Trial to anyone not operating as a consumer, or who otherwise in breach of the terms herein. We reserve the right to refuse the 30-night trial policy without prior notice, in certain circumstances we see fit, including but not limited to; a) where there is substantial evidence or belief that you are associated with another pillow brand or manufacturer; b) where we believe there is any intent on your behalf to misuse the 30-night trial; and c) where there is any suspicion of misconduct, dishonesty or direct attempt at defrauding or otherwise cheating our company.

Your trial begins the day after your pillow has been delivered. To ensure that the offer is not being misused, we have identified some exceptions to the 30 Night Trial Policy which are as below.

• If, after 30 nights we can’t find a way to make you happy, let us know during but not later than the end of first day immediately after your 30-night trial has ended. We will take the pillow back and reimburse your purchase price. Kindly send us an email at customerservice@stephenise.com

• During your 30-night trial, we ask that you retain all packaging until it has been completed. If you change your mind you will need it to send your pillow back to us.

• Our 30-night trial policy applies only to the original purchaser of genuine Stephenise pillow and who purchased directly from our website.
• The pillow must be returned in a reasonable condition; that means no damage, stains, rip or other visible marks or damage.
• Any damage or stains on the cover, found at the point of inspection in our warehouse, may result in a refusal of refund depending on the state of the pillow. To prevent this, we strongly recommend that you always use the pillow protector or cover to ensure the pillow is protected.
• This policy is limited to one return per household per year.
• The 30-night trial is applicable to your first pillow purchase only.
• Please retain a copy of your purchase invoice as proof of purchase. You’ll need to submit this to make a refund claim, without it, Stephenise Multibiz Holdings Sdn Bhd reserve the right to reject any claim under 30-Night Trial Policy.
• The return requests must be exercised directly with Stephenise Multibiz Holdings Sdn Bhd no later than the 31^st day from the date of delivery of the pillow you want a refund on.
• Stephenise Multibiz Holdings Sdn Bhd reserve the right to refuse the 30-Night Trial Policy to anyone associated with a pillow manufacturer or brand.
• If you are not at home at the moment that the pick-up is scheduled and our third-party courier has to reschedule another visit, we will charge RM150.00 as a compensation fee which will be deducted promptly from the refund amount.
• The final decision on refund under 30-Night Trial Policy will be made by Stephenise Multibiz Holdings Sdn Bhd. The company reserves the complete right to refuse any request claims if it does not fulfil the Terms and Conditions of the 30-Night Trial Policy.
  
  

Returns and Refunds Policy for Pillow

• Exchange/Refund request will not be entertained in case of improper usage or physical damage to the mattress. You are expected to return the mattress in an acceptable good condition.
• Exchange/Refund request will not be entertained if the mattress was not purchased from Stephenise Multibiz Holdings Sdn Bhd.
• Exchange/Refund request will not be entertained for accidental or intentional physical damage such as not limited to burns, cuts, tears, animal or insect infestation, unsanitary conditions, liquid spillage, stains, dirt or damage is found on the mattress during the inspection process.

• Exchange/Refund request will not be entertained if the mattress is used on an improper surface without proper support.
• Exchange/Refund request will not be entertained if the mattress is found to be exposed to cold or hot temperatures for a period of time that causes the materials to tear or permanently deform.
• Exchange/Refund request will not be entertained if the you want to return the mattress due to incorrect size or model ordered. It is always recommended to cross check the size and model before placing the order.
• Exchange/Refund request will not be entertained if you are not reachable or do not respond to our attempts to contact you with regards to your return request after the 100-Night Trial period; you are no longer eligible for a return.  
• Exchange/Refund request will not be entertained for any subsequent mattress you buy from Stephenise. This applies to all new orders from the same customer. Customers may be identified by customer name, delivery address, phone number, email address, or by any other means.
• Exchange/Refund request will not be entertained if we have grounds to believe that you are returning the mattress for reasons other than because you’re genuinely dissatisfied with the mattress. We reserve the right to refuse to accept the return, not give you a refund and reserve the right to refuse to sell our products to you in the future.
• Exchange/Refund request will not be entertained if the mattress is not wrapped up securely using its original plastic (or any other plastic that can serve the same purpose) in order to avoid the mattress from getting dirty or damaged during transportation. Failing this, Stephenise will charge RM100.00 as a compensation fee (for cleaning and repairs purposes) which will be deducted promptly from the refund amount. In the event that the damage/stains to the mattress are so severe that it is not recoverable, we reserve the right to send the mattress back to you at your cost.
• Exchange/Refund will not be entertained if the collection address is not the same as delivery address and return is only valid in territories where Stephenise sells and delivers.
  
  
• Exchange/Refund will not entertained if the mattress is misuse or modification of the mattress.
• Custom-made mattress.
• Bedding companions such as pillow & bolster or which even product which comes with the new mattress.

• Our 30-night trial is limited to a one-time return or exchange of up to one pillow per customer or household. If you order a new pillow, the 30-night trial will not apply on your next pillow order or 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.
• The final decision on refund under 30-Night Trial Policy will be made by Stephenise. We reserve the complete right to refuse any request claim if it doesn’t fulfil the terms and conditions of the 30 Night Trial Policy.
  
  

We shall charge an administration fee of RM50.00 per item for the delivery cost.  A full refund (with the deduction of the administrative fee mentioned above) will be issued once the returned pillow has been received. 

The final decision on refund under the 30-night trial will be made by Stephenise. We reserve the complete right to refuse any request claim if it does not fulfil the Terms and Conditions of the 30-Night Trial Policy.

Note: Refund processing time may take up to 14 working days.

30-Night Bolster Trial Policy
Sleep with your new Stephenise bolster for 30 nights to get used to the amazing comfort and support it offers. In taking part in a home trial, you agreed to keep your bolster for a minimum of 14 nights to adapt to the unique feel of Stephenise bolster.

Within 30 nights of purchase, if you are not completely satisfied with your Stephenise bolster, let us know by sending an email to our customer service at customerservice@stephenise.com and we will arrange for your bolster to be picked up from your residence. Once we have collected it and assessed the bolster to our satisfaction, your total payment to Stephenise Multibiz Holdings Sdn Bhd will be refunded. For further details, please refer to our Terms & Conditions.

We reserve the right to refuse the 30-Night Sleep Trial to anyone not operating as a consumer, or who otherwise in breach of the terms herein. We reserve the right to refuse the 30-night trial policy without prior notice, in certain circumstances we see fit, including but not limited to; a) where there is substantial evidence or belief that you are associated with another bolster brand or manufacturer; b) where we believe there is any intent on your behalf to misuse the 30-night trial; and c) where there is any suspicion of misconduct, dishonesty or direct attempt at defrauding or otherwise cheating our company.

Your trial begins the day after your bolster has been delivered. To ensure that the offer is not being misused, we have identified some exceptions to the 30-Night Trial Policy which are as below.

• If, after 30 nights we can’t find a way to make you happy, let us know during but not later than the end of first day immediately after your 30-night trial has ended. We will take the bolster back and reimburse your purchase price. Kindly send us an email at customerservice@stephenise.com

• During your 30-night trial, we ask that you retain all packaging until it has been completed. If you change your mind you will need it to send your bolster back to us.

• Our 30-night trial policy applies only to the original purchaser of genuine Stephenise bolster and who purchased their Stephenise products directly from our website.
• The bolster must be returned in a reasonable condition; that means no damage, stains, rip or other visible marks or damage.
• Any damage or stains on the cover, found at the point of inspection in our warehouse, may result in a refusal of refund depending on the state of the bolster. To prevent this, we strongly recommend that you always use the bolster protector or cover to ensure the bolster is protected.
• This policy is limited to one return per household per year.
• The 30-night trial is applicable to your first bolster purchase only.
• Please retain a copy of your purchase invoice as proof of purchase. You’ll need to submit this to make a refund claim, without it, Stephenise Multibiz Holdings Sdn Bhd reserve the right to reject any claim under 30-Night Trial Policy.
• The return requests must be exercised directly with Stephenise Multibiz Holdings Sdn Bhd no later than the 31^st day from the date of delivery of the bolster you want a refund on.
• Stephenise Multibiz Holdings Sdn Bhd reserve the right to refuse the 30-Night Trial Policy to anyone associated with a bolster manufacturer or brand.
• If you are not at home at the moment that the pick-up is scheduled and our third-party courier has to reschedule another visit, we will charge RM150.00 as a compensation fee which will be deducted promptly from the refund amount.
• The final decision on refund under 30-Night Trial Policy will be made by Stephenise Multibiz Holdings Sdn Bhd. The company reserves the complete right to refuse any request claims if it does not fulfil the Terms and Conditions of the 30-Night Trial Policy.
  
  

Returns and Refunds Policy for Bolster

• Exchange/Refund request will not be entertained in case of improper usage or physical damage to the mattress. You are expected to return the mattress in an acceptable good condition.
• Exchange/Refund request will not be entertained if the mattress was not purchased from Stephenise Multibiz Holdings Sdn Bhd.
• Exchange/Refund request will not be entertained for accidental or intentional physical damage such as not limited to burns, cuts, tears, animal or insect infestation, unsanitary conditions, liquid spillage, stains, dirt or damage is found on the mattress during the inspection process.

• Exchange/Refund request will not be entertained if the mattress is used on an improper surface without proper support.
• Exchange/Refund request will not be entertained if the mattress is found to be exposed to cold or hot temperatures for a period of time that causes the materials to tear or permanently deform.
• Exchange/Refund request will not be entertained if the you want to return the mattress due to incorrect size or model ordered. It is always recommended to cross check the size and model before placing the order.
• Exchange/Refund request will not be entertained if you are not reachable or do not respond to our attempts to contact you with regards to your return request after the 100-Night Trial period; you are no longer eligible for a return.  
• Exchange/Refund request will not be entertained for any subsequent mattress you buy from Stephenise. This applies to all new orders from the same customer. Customers may be identified by customer name, delivery address, phone number, email address, or by any other means.
• Exchange/Refund request will not be entertained if we have grounds to believe that you are returning the mattress for reasons other than because you’re genuinely dissatisfied with the mattress. We reserve the right to refuse to accept the return, not give you a refund and reserve the right to refuse to sell our products to you in the future.
• Exchange/Refund request will not be entertained if the mattress is not wrapped up securely using its original plastic (or any other plastic that can serve the same purpose) in order to avoid the mattress from getting dirty or damaged during transportation. Failing this, Stephenise will charge RM100.00 as a compensation fee (for cleaning and repairs purposes) which will be deducted promptly from the refund amount. In the event that the damage/stains to the mattress are so severe that it is not recoverable, we reserve the right to send the mattress back to you at your cost.
• Exchange/Refund will not be entertained if the collection address is not the same as delivery address and return is only valid in territories where Stephenise sells and delivers.
  
  
• Exchange/Refund will not entertained if the mattress is misuse or modification of the mattress.
• Custom-made mattress.
• Bedding companions such as pillow & bolster or which even product which comes with the new mattress.

• Our 30-night trial is limited to a one-time return or exchange of up to one pillow per customer or household. If you order a new pillow, the 30-night trial will not apply on your next pillow order or 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.
• The final decision on refund under 30-Night Trial Policy will be made by Stephenise. We reserve the complete right to refuse any request claim if it doesn’t fulfil the terms and conditions of the 30 Night Trial Policy.

We shall charge an administration fee of RM50.00 per item for the delivery cost.  A full refund (with the deduction of the administrative fee mentioned above) will be issued once the returned bolster has been received. 

The final decision on refund under the 30-night trial will be made by Stephenise. We reserve the complete right to refuse any request claim if it does not fulfil the Terms and Conditions of the 30-Night Trial Policy.

Note: Refund processing time may take up to 14 working days.