Returns, Refunds & Warranty

COILHAUS does not offer a sleep trial, home trial, or risk-free trial period of any kind.

Mattresses and bed frames cannot be tested and returned once used. The 30-day return policy outlined below applies exclusively to items that remain completely unused, in their original condition, and in their original packaging.

You have 30 days from the recorded delivery date to request a return for an item purchased on our store.

To qualify for a return and refund, all items must satisfy the following conditions:

• The item must be completely unused and in the exact condition in which you received it.
• Mattresses must be unused, clean, and free of any signs of handling or wear.
• The product must show no stains, odours, marks, pet hair, or damage.
• The item must be repacked in all original manufacturer packaging with all hardware, components, and protective inserts included.

Return shipping costs: The buyer is responsible for arranging and paying all return shipping costs, as well as any applicable customs duties, brokerage fees, or taxes incurred on the return shipment.

Outbound shipping: The original outbound shipping fee paid at checkout is non-refundable.

Please follow these steps to initiate and complete a return:

1. Email our support team: Send an email to bring335@outlook.com stating your order number, the item you wish to return, and the reason for the return.
2. Receive return authorisation: We review your request and reply by email within 2 business days with a Return Authorisation and the specific return warehouse address.
3. Ship the item: Securely repack the item in its original packaging and dispatch it using a tracked freight carrier of your choice to the designated return address. Keep your tracking number for reference.

Important: Returns sent without prior return authorisation from our support team will not be accepted, processed, or refunded.

Once your returned shipment is delivered to our return facility, our quality team inspects the item to confirm that it is unused, undamaged, and complete in its original packaging.

Following inspection, your refund will be processed to your original payment method within 7 to 10 business days.

Please note that financial institutions and card issuers may require additional business days to post the credited funds to your account statement.

Please inspect your delivery carefully upon arrival. If an item arrives damaged from transit, defective, or incorrect, you must report it to us within 7 days of delivery.

To submit a report, email bring335@outlook.com with your order number, a brief description of the issue, and clear photographs showing the shipping label, packaging condition, and the damage or defect.

Where transit damage, manufacturing defect, or an incorrect item is confirmed, we will arrange and cover the cost of a replacement or issue a full refund, and we will cover the return shipping costs.

For more information on freight delivery requirements and noting visible damage on the delivery receipt, please see our Shipping Policy.

COILHAUS provides a 1-year limited warranty starting from the recorded delivery date against manufacturing defects in materials and workmanship on our bed frames and mattresses.

What is Covered

This warranty covers structural manufacturing defects that arise during ordinary domestic residential use, including defective structural welds, cracking or failure of internal frame members, and factory component failures that prevent normal use.

What is Not Covered

• Normal wear and tear from everyday household use.
• Personal changes in comfort preference or subjective firmness feel over time.
• Stains, soiling, burns, liquid spills, cuts, tears, or fabric discoloration.
• Damage resulting from misuse, abuse, negligence, alteration, or accident.
• Damage caused by using the mattress or bed frame on an unsuitable, unsupportive, or uneven support base or foundation.
• Any product that has undergone unauthorised modification, repair, or tampering.
• Commercial, rental, hospitality, institutional, or non-residential use.

How to Submit a Warranty Claim

To submit a warranty claim, email bring335@outlook.com with your order number, a clear description of the defect, and photographs or video illustrating the issue.

Warranty Remedies

Upon reviewing and confirming a valid manufacturing defect, COILHAUS will, at our sole discretion, choose to repair the defective item, supply replacement parts, provide a complete replacement item, or issue a refund. Where a defect is confirmed under this warranty, we cover the shipping costs for replacement parts or items.

Statutory Consumer Rights

This limited warranty is provided in addition to, and does not limit or affect, any mandatory statutory consumer rights that apply under applicable consumer protection legislation in your jurisdiction.

If you have questions regarding our return procedures, refund timelines, or warranty coverage, please reach out to our team:

• Email: bring335@outlook.com
• Response time: We reply to emails within 2 business days.
• Entity: HONGKONG ECORE TECHNOLOGY LIMITED, trading as COILHAUS (Registered in Hong Kong)
• Address: 2 Freedom Road, Kowloon City, Kowloon, Kowloon Chamber of Commerce Building, Hong Kong

For additional questions regarding order delivery, please review our Shipping Policy or visit our Contact Page.