Returns & Refund Policy
100-Day Trial Policy
We want you to truly fall in love with our bedding — that’s why we offer a 100-day trial on the following items:
- Bundle Set
- Fitted Sheet Set
- Flat Sheet Set
- Duvet
- Duvet Cover
- Bolster Case
- Pillowcase
After trying the product for a minimum of 30 days, you may choose to keep, return, or request an exchange within the 99-day period.
Return
Day 1–60: Full refund (less processing fee*) to your original payment method.
Day 61–99: Refund will be issued as a gift card credit equivalent to the amount paid.
Exchanges
Exchanges are allowed within the 99-day period after the minimum 30-day trial.
Exchange items must be returned in acceptable condition (washed, no stains/damage, following care guide).
Important Notes
Returns and exchanges are not eligible for change-of-mind reasons.
Only first-time customers qualify for the 100-day trial.
All returned items must be washed properly, free from damage, stains, or discolouration.
Items that do not follow our care guide, or those purchased as sale items, promotional items, GWPs, or international orders, are not eligible for the 100-day trial, returns, or exchanges.
1. Kindly ensure the items (including the packaging box) come in original brand new condition.
2. Kindly note that we are not responsible for the return shipping and we do not accept returns on sale or promotional items.
3. How to participate in our Softest Sheet Guarantee Campaign?
(A) Eligibility:
i. The Campaign is open to Customers who have purchased directly from Heavenluxe within 30 days from delivery date.
ii. The Campaign applies only to the following Heavenluxe products:
- Fitted Sheet Set
- Flat Sheet Set
- Duvet Cover
- Pillowcase
- Bolster Case
iii. The Campaign does not apply to products purchased through unauthorised sellers.
iv. The products from Heavenluxe and the alleged brand must be in brand new and unwashed condition.
(B) Claim Submission
i. To submit a claim, Customer is required to fill out the form here within 30 days from delivery date.
ii. By submitting a claim, Customer acknowledges that the information provided is accurate and complete to the best of their knowledge.
iii. Customer is required to deliver the alleged softer sheet to us for verification.
iv. Our delivery details will be provided to Customer as part of the claim submission confirmation message.
v. We will return the alleged softer sheet to Customer upon completion of the verification process.
vi. Customer will bear the delivery cost to us, and we will bear the return cost to Customer.
(C) Verification and Assessment
1. Upon receiving a claim, we will assess the validity of the claim and conduct tests or inspections to determine the softness of the alleged competitor's sheet.
2. The assessment conducted by us will be final and binding, and Customers agree to accept our decision as the sole determinant of the validity of the claim.
(D) Refund Process
1. Upon validation of the claim, we will issue a full refund less processing fee to Customer within 30 days in the original method of payment.
(E) General Terms
i. By participating in the Campaign, Customer agrees to comply with these terms and conditions.
ii. We reserve the right to modify, suspend, or terminate the Campaign at any time without prior notice.
4. How much is the processing fee?
Exchanges and returns will be charged at a flat rate of $15 and a courier will be arranged to facilitate the exchange or return.
*The processing fee of $15 per cancellation/refund is due to the payment processing fee our merchant charged us which we're unable to get a refund for.
5. How do I exchange or return my items?
Simply email us at help@heavenluxe.com or reach out to us via the live chat feature on the bottom right of the page with photos of your unsatisfied items and we will guide you on the exchange procedures.
6. When will I receive my refund?
Please allow 10 to 14 business days for your return to process. We will send an email notification once the returned item(s) have been received and the refund has been initiated. From this date, the full refund amount will appear back in the original account within three to five business days.
7. Do you refund international orders?
Only our 30-day exchange and return policy applies to our international customers.
Kindly note that we are not responsible for return shipping on international orders and will not provide reimbursement for any international return shipping charges.
8. Do you refund International Duties and Taxes?
International customers are responsible for duties and taxes in the destination country. We are unable to refund duties and taxes on international shipping.
9. Do your exchange and return policies apply to your markdown items?
Our exchange and return policies above do not apply to our markdown items.