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No Questions Asked 100-Day Return Policy
So if you change your mind, don't sweat it! You may return your purchase to us within 100 days of the date you received the item (subject to Return Eligibility below), no questions asked.
Refunds will be issued to the same method of payment as the original payment, and we will arrange for the item to be picked up from you! Simply fill in our Online Return Form or write to us at hello@hipvan.com with your order number and images of the item you want to return.
If your item arrived damaged or you received the incorrect item, we are happy to arrange for a prompt replacement. You can also request for a replacement by filling in our Online Return Form. Please note that this policy only applies to orders made after 1 January, 2017.
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Return Eligibility
Please ensure that your items meet all of the following returnable conditions:
- Within 100 days after delivery
- New condition and unused
- Original packaging
- Item is not marked as “As-Is” or "Final Sale" (indicated on the product page)
The following condition are NOT eligible for return:
- "As-Is" or "Final Sale" items
- Self-assembly items
- Items that have been removed from their original packaging
- Damaged items resulting from misuse, abuse, normal wear & tear
- Products damaged after receipt of delivery
HipVan reserves the right to reject any returns if item does not meet all of the above conditions and if its no longer in an acceptable condition due to wear and tear, misuse, abnormal usage, etc.
Non-exchangeable and Non-returnable items include:
Pillows, Bolster, Cushion Covers & Inserts, Bedding Covers, Towels, Rugs, Mats, Bathroom Accessories and other hygiene related products.
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Refund Amount
As shipping is a hard cost we incur from logistics, please note that all delivery costs (where applicable) are non-refundable, and there is a return fee at 15% of the price you paid for the item.
As such, you will be refunded the following amount:
Refunded Amount = Final Paid Price - Delivery Fee - Pick-up Fee (15% of Final Paid Price)
While some companies build in return fees into their prices, we charge only when you return. This way, you're not paying for other peoples' returns or shipping.
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Mattresses 100 Nights Free Trial
When it comes to our mattresses, we offer something special. It is important to us that you love your new Downtime, Sleep, Dream or LEVITATE mattress. You get to try these mattresses in the comfort of your home for 100 nights from the day your receive them. If you don't love it, we will give you a full refund (without any additional fees!). To discourage abuse, we only ask that the mattress not be damaged beyond normal wear and tear. Returned mattresses will be donated or discarded by HipVan, and will never be resold to you.
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Return Process
All we need from you is to fill in our Online Return Form and wait for our customer service representative to get back to you within 1 - 3 working days with the best available timing for us to pick up the item.
Please be reminded that returns with items that do not meet the Return Eligibility conditions will be rejected. After item is returned to our warehouse, your refund will be processed and you will receive an email notification. Please note that it may take the bank 5 - 10 working days for the refund to appear in your PayPal balance or in your credit card account. However, for some banks, it will only reflect in your next monthly statement.
Please note:
- Our 100-day return policy does not apply to "As-Is" or "Final Sale" items, self-assembly items, items that have been removed from their original packaging, damaged items resulting from misuse, abuse, normal wear & tear, products damaged after receipt of delivery and sale items
- Voucher codes cannot be reissued if you return your order. Meaning, you will not be able to use the same voucher code for another order if the promotion has ended. If you return an item which was purchased using a voucher code, only the final paid price (after discount) will be refunded
