Refund policy
We want you to love your sleep. If you’re not fully satisfied with your purchase, we’re here to help. Please review our refund and return policy below.
For assistance, contact us at support@sinweek.com
Order Cancellation
Orders may be canceled before they are shipped.
If you need to cancel an order, please contact us as soon as possible. Once an order has been shipped, it can no longer be canceled and must follow the return process below.
Return Eligibility & Return Window
You may request a return within 30 nights of receiving your order.
To be eligible for a return:
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The item must be in the same condition as received
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The item must be unexpanded, unused, and kept in its original compressed packaging
- Expanded or used items are generally not eligible for return.
However, if your item has already been expanded, please contact us — in some cases, we may offer alternative solutions or support.
How to Start a Return
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Contact us with your order number.
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Our support team will provide you with return instructions and a shipping label if applicable. （Return addresses are provided by email and are not fixed.）
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Once we receive and inspect the returned item, we will process your refund.
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Please do not send returns without contacting us first.
Return Shipping Costs
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For returns due to defective, damaged, or incorrect items, return shipping costs will be covered by us.
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For returns due to personal preference or non-quality-related reasons, return shipping costs are the customer’s responsibility.
- Original shipping fees (if any) are non-refundable.
Restocking Fees
We do not charge any restocking or handling fees for approved returns.
Refunds
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Refunds are issued to the original payment method within 3–7 business days after the return is received and inspected (processing time may vary depending on your bank or credit card company).
Exchanges
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If you would like to try a different size or firmness, please contact us. We’re happy to help with an exchange when available.
Non-Returnable Items
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Gift cards
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Final sale items
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Products damaged due to misuse or improper care
- Expanded item (Note: if your item has already been expanded, please contact us anyway — in some cases we can provide a return-less solution or alternative support.)
Some Exceptions:
Damaged or Defective Items
- Please inspect your order upon delivery. If your item is defective, damaged, or you received the wrong product, contact us within 48 hours of delivery with photos so we can evaluate the issue and make it right.
Missing Items
- If any items are missing from your order, please contact us within 48 hours of delivery so we can investigate and resolve the issue.
Lost or Stolen Packages
- Once a package is marked as delivered by the carrier, we are not responsible for lost or stolen packages.
- If you believe your package was lost in transit or incorrectly marked as delivered, please contact us and we will assist in working with the carrier.
Warranty
All of our mattress toppers include a 1-year limited warranty, extendable to 3 years if you register through our warranty form. Please see our warranty policy for more details.
Questions?
If you have any questions about returns, refunds, or exchanges, please contact us at: support@sinweek.com