Refund policy

Cancellation Policy

Any cancellation of items must be done within 14 days from the date of order. If delivered, the items must be in original packaging condition that are not opened up. There will be a collection fee depending on the items. The collection fee will have to be paid to our delivery provider on a COD basis. We do not allow cancellation of orders after the 14 days period or if the items are not in original condition packaging.

100-Day No-Risk Free Trial (For Selective Mattresses Only*)

When you purchase a Zinus mattress from us, we will offer you a 100-Days Free Trial on selected models. You can thoroughly test out your Zinus mattress in the comfort of your own home. No sweat at all. We understand that these things can take time, so we make it more convenient for you. We would like to extend this offer to you.

The 100-Days Free Trial is a testament to our confidence in our range of mattresses. We believe you will like, if not love our mattress. In any rare case whereby you are not 100% satisfied with our mattress, simply inform us within 100 Days from the day you receive it, and we will take care of the rest. Please click here to fill in the details and submit to us. We will get back to you upon approval

However, we strongly suggest trying out on your Zinus mattress for at least 30 days before deciding if you intend to return. Research has shown that our body needs at least 30 days to accustom and adjust to the new comfort feel of your new mattress. As such, this is one of our condition.

You may like to know that each household or shipping address can only entitled to one mattress refund. After we receive the returned mattress, a refund will be generated back either to the original form of payment or other means within 7-10 business days.

Please be reminded that Zinus reserves the rights not to proceed with the return and refund, if the application for return is beyond the specified 100 days from the date of receiving of the mattress, or the mattress is not in good condition. We require any returned mattress to be in good condition – no drool, stains, bed bugs or mysterious smells. This is necessary to curb any form of improper usage or abuse.

You may like to know that the returned mattresses will be either donated to the charities in Malaysia or are disposed properly, if we deemed them not to be in good and tenable condition.

Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items
Certain types of items cannot be returned, like customized products (such as special orders or personalized items), or mattresses that are not under the 100-Day Free Trial promise. Please get in touch if you have questions or concerns about your specific item.

Any return of item on sale or with discount coupon, will be refunded basing the sale price or final selling price after the discount coupon. Unfortunately, we cannot accept returns on the utilized discount coupon or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method or any proper payment means (if applicable). Please remember it can take some time for your bank or credit card company to process and post the refund too.

Warranty Information

We call our warranty the Zinus handshake. We strive really hard for perfection, but despite our best efforts, mistakes do happen. In case there are any faults in the materials you receive or any kind of manufacturing defect, we'll make sure you are taken care of as fast as you can say, “There’s a box on my doorstep.”

If you have any issues with our warranty or questions about your product, give us a shout. Please feel free to submit a request and/or inquiry and we will get back to you shortly.

ZINUS Mattress 10-Year Worry Free Limited Warranty

Zinus 10-Year Limited Warranty applies to all mattresses purchased as new from an authorized retailer.

Proof of purchase is a requirement and you can register your product here.
This warranty is void if the product is altered, outer cover and/or mattress tags are removed or if it is improperly used. Please follow the Care Instructions on the Law Tags.
Zinus warrants your mattress against defects in workmanship and materials.
Please be sure to register your product at www.zinus.com/resources/register to receive up-to-date warranty and product information.
This warranty becomes valid only after the return window of the authorized dealer expires.
Except for the specific limitations contained herein, your mattress will be replaced or you will receive a prorated refund, at our option, should your mattress be found defective because of faulty workmanship or structural defects.
It is understood that warrantable defects do not include the normal increase of softness in the foam that can occur during normal break in, or in the case of visco-elastic memory foam, a lessening of the gradual recover aspect of the foam, of which such lessening, should it occur, does not reduce the continual pressure reducing and pressure relief properties of the mattress.
It is incumbent on the consumer to maintain a proper foundation to provide the appropriate support for the mattress to maintain this warranty.
Use of improper foundations, platforms or other bases upon which the mattress is placed, may result in damage to the product.
The warranty will be voided if an improper base is used that causes the mattress to fail.
This warranty does not cover any deterioration of the foam that results in an indentation of less than 1.5 inches, not associated with a sag in the foundation, box spring or platform or mattress.
If a defect appears during the duration of this warranty, we will, at our option, either replace the mattress or provide a prorated refund. Only the piece or part determined to be defective will be repaired or replaced.
This warranty is void if the product is found to have been tampered with or misused by the purchaser beyond reasonable wear, and shall not apply if the product has been physically damaged intentionally or due to accident and/or neglect, including burns, cuts, water damage, mould, stains, or is otherwise abnormally soiled or unsanitary.
If a heating pad or electric blanket is used with a memory foam mattress, it will void this warranty. It is incumbent on the consumer to protect the mattress with a stain resistant pad.
This warranty is valid only to the original purchaser of the product, who is the first purchaser of the product as indicated on the original sales receipt or invoice and who purchased the product from an authorized dealer as a new product. The original invoice is required and is the only acceptable proof of purchase, so please retain your original invoice.
The warranty applies only when the product has been properly used by the original purchaser according to the care instructions.
The Law Tag must not be removed from this product as it identifies the product regarding warranty. Removal of the Law Tag voids this warranty.

ZINUS Frame/Mattress Foundation 5-Year Worry Free Limited Warranty

Zinus 5-Year Limited Warranty applies to all platform beds and bed frames/foundations purchased as new from an authorized retailer.
Proof of purchase is a requirement and you can register your product here.
This warranty is void if the product is altered or improperly used.
Your new Zinus product comes with a 5-Year Limited Warranty against defects in workmanship and materials.
Please be sure to register your product at www.zinus.com/resources/register to receive up to date warranty and product information.
This warranty becomes valid only after the return window of the authorized dealer has expired.
Your product will be replaced or you will receive a prorated refund, at our option, should it be found defective because of faulty workmanship or structural defects other than specific limitations contained herein.
To maintain your Warranty, you will need to comply with the conditions stated here.
Zinus warrants your product against manufacturing defects only and does not cover damages that result from misuse.
Manufacturing defects include circumstances where the product has broken under normal use and no longer provides proper support for your mattress.
Proper support is defined as a smooth, flat, rigid surface. In the event you encounter a manufacturing defect, please stop using this product immediately and call customer service.
The warranty and financial responsibility of the manufacturer applies only to the product itself and does not extend to items that might be used with the purchased product.
This warranty is valid only to the original purchaser of the product, who is the first purchaser of the product as indicated on the original sales receipt or invoice and who purchased the product from an authorized dealer as a new product. The original invoice is required and is the only acceptable proof of purchase, so please retain your original invoice.
The warranty applies only when the product has been properly used by the original purchaser.
Proper use means using the foundation on a level surface with an equal distribution of weight.
Do not place the foundation on casters or risers.
Proper use also means that the product was not abused by the consumer, as defined by the manufacturer, including not exceeding the weight capacity.
The warranty is voided if any structural modification is made to the foundation or any part of the foundation as delivered is removed.

ZINUS Mattress Topper 5-Year Worry Free Limited Warranty

Zinus 5-Year Limited Warranty applies to all toppers purchased as new from an authorized retailer.
Proof of purchase is a requirement and you can register your product here.
This warranty is void if the product is altered or improperly used.
Zinus warrants your mattress topper against defects in workmanship and materials.
Please be sure to register your product at www.zinus.com/resources/register to receive up to date warranty and product information.
This warranty becomes valid only after the return window of the authorized dealer has expired.
Except for the specific limitations contained herein, your topper will be replaced or you will receive a prorated refund, at our option, should your topper be found defective because of faulty workmanship or structural defects.
It is understood that warrantable defects do not include the normal increase of softness in the foam that can occur during normal breaking in, or in the case of visco-elastic memory foam, a lessening of the gradual recovery aspect of the foam, of which such lessening, should it occur, does not reduce the continual pressure reducing and pressure relief properties of the topper.
The mattress topper is intended to be used on top of a mattress.
The warranty will be voided if the topper is not used on a mattress.
If a defect appears during the duration of this warranty, we will, at our option, either replace the topper or provide a prorated refund.
This warranty is void if the product is found to have been tampered with or misused by the purchaser beyond reasonable wear, and shall not apply if the product has been physically damaged intentionally or due to accident and/or neglect, including burns, cuts, water damage, mould, stains, or is otherwise abnormally soiled or unsanitary. If a heating pad or electric blanket is used with a memory foam topper, it will void this warranty. It is incumbent on the consumer to protect the topper with a stain resistant pad.
This warranty is valid only to the original purchaser of the product, who is the first purchaser of the product as indicated on the original sales receipt or invoice and who purchased the product from an authorized dealer as a new product. The original invoice is required and is the only acceptable proof of purchase, so please retain your original invoice.
The warranty applies only when the product has been properly used by the original purchaser according to the care instructions.

ZINUS 1-Year Worry Free Limited Warranty (For products otherwise listed above)

Zinus 1-Year Limited Warranty applies to applicable Zinus products purchased as new from an authorized retailer.
Proof of purchase is a requirement and you can register your product here.
This warranty is void if the product is altered or improperly used.
Zinus warrants your product against defects in workmanship and materials.
Please be sure to register your product at www.zinus.com/resources/register to receive up to date warranty and product information.
This warranty becomes valid only after the return window of the authorized dealer has expired.
To maintain your Warranty, you will need to comply with the conditions stated here.
Your new Zinus product comes with a 1-Year Limited Warranty against manufacturing defects.
Your product will be replaced or you will receive a prorated refund, at our option, should it be found defective because of faulty workmanship or structural defects other than specific limitations contained herein.
The warranty and financial responsibility of the manufacturer applies only to the product itself and does not extend to items that might be used with the purchased product.
This warranty is for manufacturing defects only and does not cover damages that result from misuse.
Manufacturing defects include circumstances where the product has broken under normal use. In the event you encounter a manufacturing defect, please stop using this product immediately and call customer service.
This warranty is valid only to the original purchaser of the product, who is the first purchaser of the product as indicated on the original sales receipt or invoice and who purchased the product from an authorized dealer as a new product. The original invoice is required and is the only acceptable proof of purchase, so please retain your original invoice.
The warranty applies only when the product has been properly used by the original purchaser.
Proper use means that the product was not abused by the consumer, as defined by the manufacturer.