Information

Dunlopillo Satisfaction Guarantee 

At Dunlopillo Singapore, we are committed to ensuring that every customer enjoys complete confidence and satisfaction with their mattress purchase. Our Satisfaction Guarantee Programme allows you to experience your new mattress in the comfort of your home before making a final decision.

Trial Period:

  • The trial period commences from the date of delivery or receipt of the mattress and is valid for 60 days.
  • Customers are required to use the mattress for a minimum of 21 days before initiating an exchange request.
  • The delivery note date will serve as the official commencement date of the trial period.

Eligibility:

  • This service is applicable only to purchases made at Dunlopillo Suite, Dunlopillo Gallery, Courts Singapore, and dunlopillo.com.sg (excluding Orthorest products).
  • It applies strictly to the mattress delivered to the address stated on the invoice.
  • A single household may register more than one mattress under this programme.
  • All first-time mattress purchases are eligible for the Satisfaction Guarantee.
  • Customers are required to register their product warranty online within 7 days of receiving the product via https://dunlopillo.com.sg/ewarranty.
  • Customers must opt in for the Satisfaction Guarantee Programme at the point of purchase. Once the mattress has been delivered, Dunlopillo reserves the right not to extend the programme thereafter.

Exchange Process:

  • From Day 22 to Day 60, if the mattress is deemed unsuitable, customers may submit an exchange request via Dunlopillo’s customer service channels — WhatsApp or email at [email protected].
  • Dunlopillo may conduct a site verification or request photos or videos to assess the condition of the mattress and confirm its eligibility (e.g. no stains, odours, or damage). Failure to cooperate may result in cancellation of the exchange request.
  • Once approved, Dunlopillo will issue an Exchange Option Note, allowing the customer to visit the store for mattress re-selection.
  • Customers must complete the re-selection within 10 days from the date of the Exchange Option Note.
  • If the newly selected mattress is of higher value, the customer must pay the price difference.
  • If the newly selected mattress is of lower value, the difference will be issued as store credit, limited to a maximum of 20% below the original purchase price.
  • Dunlopillo will arrange for pickup of the existing mattress and delivery of the new mattress based on the earliest available date chosen by the customer.

Exchange Conditions:

  • The pickup and re-delivery address must be identical to the original delivery address and must be under the same purchaser’s name.
  • A logistics fee of S$150 applies to all exchanges and is payable at the time of mattress re-selection. This fee cannot be used to offset any price difference.
  • The mattress must be in good, sanitary condition — free from stains, odours, or physical damage.
  • Exchange is permitted for like-for-like sizes only; upsize, downsize, or brand changes are not allowed.
  • The newly exchanged mattress will not be eligible for another Satisfaction Guarantee trial.
  • From Day 61 onwards, the customer is deemed to have fully accepted the mattress, and the trial period will be considered concluded.

Exclusions:

  • Not applicable to customised mattresses.
  • Not applicable to bedframes.
  • All free gifts or promotional items provided with the initial purchase will be forfeited and will not be reissued with the exchanged mattress.
  • Dunlopillo reserves the right to decline any exchange request that does not comply with the stated terms and conditions.

Important Note:

All returned mattresses will either be donated to charitable causes under Dunlopillo’s Corporate Social Responsibility (CSR) initiatives or responsibly recycled at approved facilities, in support of sustainable environmental practices.

Warranty Registration