1. What is your 100-day trial policy for our bedding items?

We are committed to providing high-quality bedding items that you will love, and that is why we offer a 100-day trial period for our bedding items which include:

  • Bundle Set
  • Fitted Sheet Set
  • Flat Sheet Set
  • Duvet
  • Duvet Cover
  • Bolster Case
  • Pillowcase

If for any reason you are not satisfied with your purchase within 60 days of delivery, we will issue a full refund less processing fee* in the original method of payment. For returns beyond 60 days and up to 100 days of delivery, we will issue a refund in the form of a gift card credit equivalent to the amount of payment received.

Our 100-day trial is only limited to first-time customers purchasing from our bedding items collection. It is only available one-time per delivery address, and one item per first-time customer. We require that you sleep on the bedding item(s) for a minimum of 30 days before initiating a return so that you give your body time to adjust to the material of our sheets as first-time customers.

Please note that all returns must be washed properly, and we ask that you do not use highly concentrated detergents to avoid damage to the product.

We are unable to accept the returns of products that have damages, stains, discolourations, or have not been properly washed and did not follow our washing guide.

Kindly note that we are not responsible for the return shipping and our 100-day trial policy does not include sale or promotional items, gift-with-purchase items, and international purchases.


2. What is your 30-day exchange and return policy for products that are not part of your 100-day trial?

We are highly confident you will love our products and share them with your loved ones!

However, should you be unsatisfied with your purchase for any reason, please contact us at help@heavenluxe.com and we will be happy to do a 1-to-1 exchange or issue you a full refund less processing fee* within 30 days in the original method of payment.

Kindly ensure the items (including the packaging box) come in original brand new condition and note that the exchange/refund has to be requested within 30 days of receiving your items to be eligible.

We are unable to accept the returns of any washed or used products.

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.

If you return your items after 30 days from their delivery receipt, we reserve the right to refuse your return.


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.