Terms & Conditions

All our Trial Policies and Limited Warranties apply only to original purchasers of genuine Origin Products who purchased their product(s) directly from the website at hk.originmattress.com. The Trial Policies and Limited Warranties thus only apply during the period in which the Product is owned and controlled by the original purchaser of that Product. Please retain your purchase receipt so that you can present it to us if necessary. 

120-Night Trial Policy for Mattress

Please note: this 120-Night Trial Policy applies to the Origin Hybrid Mattress (referred to below as the “Mattress” or “Product”).

If within the first 120 nights of receiving delivery of your new Origin product you’re not completely satisfied—for any reason—you may return it for a full refund by writing to us at [email protected] and indicating your order number and reason for return.

Your returned product will likely be donated to charity. If a pickup of your product is necessary, Origin will cover the related charges. However, because we cannot handle international shipping and logistics expenses, your mattress must be in Hong Kong at the time you wish to take advantage of the 120-Night Trial Policy.

Once we have collected it and assessed the product to our satisfaction, your total payment to Origin will be refunded.

  • The 120-Night Trial starts from the date you receive your product via delivery. This is applicable to both in-stock products and preorders.
  • To be eligible for a return, you must have slept on the mattress for at least 25 days. It takes 3-4 weeks for your body to adjust to a new mattress, as such, we require you to try the mattress for at least 25 days before making a return request.
  • To complete your return request, we require a receipt or proof of purchase and for you to be available for the scheduled pickup time.
  • Your pick up address must be the same as delivery address.
  • If you are not reachable or do not respond to our attempts to contact you with regards to your return request after the 120-Night Trial period, you are no longer eligible for a return.
  • The 120-Night Trial is limited to one product per household and cannot be used to exchange for another size or product. You are not eligible for a return if you have ordered the wrong size or want to change the size.
  • If the product has been damaged or stained, you will not be granted a return or refund. The returned product must be in good condition.
  • The mattress must be wrapped up securely using its original plastic (or any other plastic that can serve the same purpose) in order to avoid the product from getting dirty or damaged during transportation. Failing this, Origin will charge $1000 as a compensation fee (for cleaning and repair purposes) which will be deducted from the refund amount.

With buying multiple quantity of a single product, costumers are eligible to return only ONE of that product for refund within the trial period.

We will refund your money after we have received the product back at one of our warehouses or associated charities. The refund will be sent back to the card or the account that you have used to purchase it.

7-Night Trial Policy for Pillow, Blanket & Bolster

Please note: the 7-Night Trial Policy applies only to the Origin Superior Coolmax Latex Pillow, Nano Weighted Blanket , Bolster (referred to below as the “Pillow,” “Blanket,” “Bolster,” or “Product”).

If within the first 7 nights of receiving delivery of your new Origin product you’re not completely satisfied—for any reason—you may return it for a full refund by writing to us at [email protected] and indicating your order number and reason for return.

Your returned product will likely be donated to charity. If a pickup of your product is necessary, Origin will cover the related charges. However, because we cannot handle international shipping and logistics expenses, your product must be in Hong Kong at the time you wish to take advantage of the 7-Night Trial Policy.

Once we have collected it and assessed the product to our satisfaction, your total payment to Origin will be refunded.

  • The 7-Night Trial starts from the date you receive your product via delivery. This is applicable to both in-stock products and preorders.
  • To complete your return request, we require a receipt or proof of purchase and for you to be available for the scheduled pickup time.
  • Your pick up address must be the same as delivery address.
  • If you are not reachable or do not respond to our attempts to contact you with regards to your return request after the 7-Night Trial period, you are no longer eligible for a return.
  • The 7-Night Trial is limited to one product per household and cannot be used to exchange for another size or product. You are not eligible for a return if you have ordered the wrong size or want to change the size.
  • If the product has been damaged or stained, you will not be granted a return or refund. The returned product must be in good condition.
  • The product must be wrapped up securely using its original plastic (or any other plastic that can serve the same purpose) in order to avoid the product from getting dirty or damaged during transportation. Failing this, Origin will charge $1000 as a compensation fee (for cleaning and repair purposes) which will be deducted from the refund amount.

With buying multiple quantity of a single product, costumers are eligible to return only ONE of that product for refund within the trial period.

We will refund your money after we have received the product back at one of our warehouses or associated charities. The refund will be sent back to the card or the account that you have used to purchase it.

15 Year Limited Mattress Warranty

WHO AND WHAT DOES THIS LIMITED WARRANTY COVER?

We stand behind our Origin Hybrid Mattress (referred to below as the “Mattress” or “Product”) and offer a 15-Year Limited Warranty to prove it. The terms of the Limited Warranty are as follows:

Your new mattress is covered by a 15-year limited warranty (the “Limited Warranty” or “Warranty”), which gives you specific legal rights. This Limited Warranty is not transferable and covers you only if you (a) are the original purchaser and current owner of the Product for which you are seeking recourse under the Warranty, (b) purchased it directly from an authorised Origin distribution channel – namely, the website at hk.originmattress.com, and (c) have subjected the mattress exclusively to household (not commercial) use. The Limited Warranty thus only applies during the period in which the Product is owned and controlled by the original purchaser of that Product. Please retain your purchase receipt so that you can present it to us if necessary.
 
In addition, because we cannot handle international shipping and logistics expenses, your mattress must be in the Hong Kong at the time you wish to take advantage of the Limited Warranty.
 
This Warranty is limited to material defects resulting from defective materials or workmanship in the Product you have purchased. Origin will, for 15 years following the date you receive your mattress via delivery or self-collection, at Origin’s option in its sole discretion, repair or replace, or provide a substitute for, any piece or part of the Product found by Origin to be defective in material or workmanship. The Limited Warranty applies under conditions of normal household use, but does not apply in the case of: negligence, soiling, improper cleaning, misuse, abnormal use, ordinary wear and tear, dings, dents or scratches, accident or commercial use.
 
Specifically, this Limited Warranty covers the following defects, provided that they arise or appear in circumstances in which you have handled, maintained, and used the Product only for its intended purpose and have not subjected it to conditions likely to cause deterioration or damage beyond normal wear:
  • A visible indentation or sag greater than one (1) inch (2.54cm) in the foam material/below the cover level. This refers to an indentation that is visible when no weight is applied to the top of the Product. Please note that “normal wear” assumes and requires that your mattress is continuously supported by a proper foundation sufficient to support the distributed weight of your body and the mattress itself.
  • Any physical flaw in the foam material that causes it to split or crack under conditions of normal household use and proper handling.
WHAT WILL ORIGIN DO?

We will repair or replace the defective Product or the defective component(s) of the Product (if applicable). In the case of a manufacturing defect in a component of the Product, such as the mattress cover, we may elect to repair or replace the component if practicable rather than replace the entire mattress, and we reserve sole and complete discretion over that election. If we elect to replace the Product or component, we will replace it with the model, version, colour, or style available at the time of replacement, which may be different in certain respects than the original you purchased.

Any repair or replacement will not extend the original Limited Warranty period, nor will it constitute the beginning of a new limited warranty period.

HOW LONG DOES THE LIMITED WARRANTY COVERAGE LAST?

This Limited Warranty for your new Origin Hybrid Mattress lasts for fifteen (15) years from the date you receive your product via delivery. We don’t pro-rate the terms (meaning we don’t reduce the total amount as time goes on).

WHAT IS NOT COVERED BY THIS LIMITED WARRANTY?
This Limited Warranty does not cover:
  • Changes to your mattress that are caused by or result from normal wear and use. Nor do we cover commercial use, or changes caused by or resulting from circumstances or uses that go beyond the ordinary, intended maintenance and household uses of a mattress—namely, reclining and sleeping.
  • Origin mattresses are designed to work on a firm, solid surface that is structurally capable of supporting the weight of the mattress and user upon it, such as on a bed base (e.g., a frame or platform). This Warranty does not cover your Product if you use it in a manner incompatible with that intended design and use.
  • Imperfections that do not prevent ordinary use and enjoyment of the Product by a reasonable person are not considered to be defects. For example, surfaces may not be perfectly even, and corners may not be perfectly shaped or symmetrical. These are not “defects” for which you can seek a remedy under this Limited Warranty.
  • More specifically, this Limited Warranty excludes: (a) minor imperfections and slight cosmetic flaws; (b) normal wear and tear; (c) tears, stains, soiling, burns, and discolouration that occur over time; (d) dampness or mold; (e) individual or personalized preferences relating to firmness, texture, comfort, etc.; (f) normal body impressions not greater than (1) inch (2.54cm) in the mattress as measured below the cover level – in other words, some settling of the fiber in the cover should be expected and is not considered a “defect”); (g) individual or personalised allergies and sensitivities; and (h) naturally occurring cotton, fabric or foam aromas.
  • Conditions resulting from abusive handling, misuse, or neglect. Accordingly, the following circumstances, if discovered upon inspection, will void your Warranty: (a) any unsanitary condition; (b) stains, burns, tears, cuts, or liquid damage; (c) use of the Product on an improper bed frame; (d) physically abusing the Product; (e) attempting to clean the Product in an inappropriate manner; and (f) improper storage of the Product (including storage in damp locations, areas infected with insects or rodents, or any other unprotected storage areas); (g) commercial use; and (h) purchase from resellers who are not authorized retailers.
  • A normal increase in softness of the foams which does not affect the actual pressure-relieving properties of the product.
  • Individual comfort preferences relating to firmness, design, materials and feel.
  • Any minor manufacturing flaws to the packaging including, but not limited to, cosmetic flaws such as dented/dirty carton boxes.
HOW DO I MAKE A WARRANTY CLAIM?

Claims covered under this limited warranty may be made by reaching us at [email protected]

Please inspect your mattress and its individual components carefully within three (3) days of receipt of delivery. You must report, within three (3) days of delivery, any physical damage or defect that is present in the Product at the time of delivery; any physical damage to the mattress after such initial three-day time period will not be considered a fault of Origin and may be subject to fees.

In order to process an exchange or replacement part request, we will require photos of the damaged component(s).

2 Year Limited Pillow, Blanket and Bolster Warranty

WHO AND WHAT DOES THIS LIMITED WARRANTY COVER?

We stand behind our Origin Superior Coolmax Latex Pillow , Nano Weighted Blanket , Bolster (referred to below as the “Pillow,” “Blanket,” “Bolster,” or “Product”) and offer a 2-Year Limited Warranty to prove it. The terms of the Limited Warranty are as follows:

Your new product is covered by a 2-year limited warranty (the “Limited Warranty” or “Warranty”), which gives you specific legal rights. This Limited Warranty is not transferable and covers you only if you (a) are the original purchaser and current owner of the Product for which you are seeking recourse under the Warranty, (b) purchased it directly from an authorised Origin distribution channel – namely, the website at hk.originmattress.com, and (c) have subjected the product exclusively to household (not commercial) use. The Limited Warranty thus only applies during the period in which the Product is owned and controlled by the original purchaser of that Product. Please retain your purchase receipt so that you can present it to us if necessary.
 
In addition, because we cannot handle international shipping and logistics expenses, your product must be in the Hong Kong at the time you wish to take advantage of the Limited Warranty.
 
This Warranty is limited to material defects resulting from defective materials or workmanship in the Product you have purchased. Origin will, for 2 years following the date you receive your product via delivery, at Origin’s option in its sole discretion, repair or replace, or provide a substitute for, any piece or part of the Product found by Origin to be defective in material or workmanship. The Limited Warranty applies under conditions of normal household use, but does not apply in the case of: negligence, soiling, improper cleaning, misuse, abnormal use, ordinary wear and tear, dings, dents or scratches, accident or commercial use.
 
Specifically, this Limited Warranty covers the following defects, provided that they arise or appear in circumstances in which you have handled, maintained, and used the Product only for its intended purpose and have not subjected it to conditions likely to cause deterioration or damage beyond normal wear:
  • A visible indentation or sag greater than one (1) inch (2.54cm) in the foam material/below the cover level. This refers to an indentation that is visible when no weight is applied to the top of the Product.
  • Any physical flaw in the foam material that causes it to split or crack under conditions of normal household use and proper handling.
WHAT WILL ORIGIN DO?

We will repair or replace the defective Product or the defective component(s) of the Product (if applicable). In the case of a manufacturing defect in a component of the Product, such as the pillow cover, we may elect to repair or replace the component if practicable rather than replace the entire product, and we reserve sole and complete discretion over that election. If we elect to replace the Product or component, we will replace it with the model, version, colour, or style available at the time of replacement, which may be different in certain respects than the original you purchased.

Any repair or replacement will not extend the original Limited Warranty period, nor will it constitute the beginning of a new limited warranty period.

HOW LONG DOES THE LIMITED WARRANTY COVERAGE LAST?

This Limited Warranty for your new Origin Superior Coolmax Latex Pillow, Nano Weighted Blanket, and Bolster lasts for two (2) years from the date you receive your product via delivery. We don’t pro-rate the terms (meaning we don’t reduce the total amount as time goes on).

WHAT IS NOT COVERED BY THIS LIMITED WARRANTY?
This Limited Warranty does not cover:
  • Changes to your product that are caused by or result from normal wear and use. Nor do we cover commercial use, or changes caused by or resulting from circumstances or uses that go beyond the ordinary, intended maintenance and household uses, sleeping.
  • This Warranty does not cover your Product if you use it in a manner incompatible with that intended design and use.
  • Imperfections that do not prevent ordinary use and enjoyment of the Product by a reasonable person are not considered to be defects. For example, surfaces may not be perfectly even, and corners may not be perfectly shaped or symmetrical. These are not “defects” for which you can seek a remedy under this Limited Warranty.
  • More specifically, this Limited Warranty excludes: (a) minor imperfections and slight cosmetic flaws; (b) normal wear and tear; (c) tears, stains, soiling, burns, and discolouration that occur over time; (d) dampness or mold; (e) individual or personalized preferences relating to firmness, texture, comfort, etc.; (f) normal body impressions not greater than (1) inch (2.54cm) in the product as measured below the cover level – in other words, some settling of the fiber in the cover should be expected and is not considered a “defect”); (g) individual or personalised allergies and sensitivities; and (h) naturally occurring cotton, fabric or foam aromas.
  • Conditions resulting from abusive handling, misuse, or neglect. Accordingly, the following circumstances, if discovered upon inspection, will void your Warranty: (a) any unsanitary condition; (b) stains, burns, tears, cuts, or liquid damage; (c) use of the Product on an improper surface; (d) physically abusing the Product; (e) attempting to clean the Product in an inappropriate manner; and (f) improper storage of the Product (including storage in damp locations, areas infected with insects or rodents, or any other unprotected storage areas); (g) commercial use; and (h) purchase from resellers who are not authorized retailers.
  • A normal increase in softness of the foams which does not affect the actual pressure-relieving properties of the product.
  • Individual comfort preferences relating to firmness, design, materials and feel.
  • Any minor manufacturing flaws to the packaging including, but not limited to, cosmetic flaws such as dented/dirty carton boxes.
HOW DO I MAKE A WARRANTY CLAIM?

Claims covered under this limited warranty may be made by reaching us at [email protected]

Please inspect your product and its individual components carefully within three (3) days of receipt of delivery. You must report, within three (3) days of delivery, any physical damage or defect that is present in the Product at the time of delivery; any physical damage to the product after such initial three-day time period will not be considered a fault of Origin and may be subject to fees.

In order to process an exchange or replacement part request, we will require photos of the damaged component(s).

Exchanges & Refunds

In the event any Origin products are received in a defective condition, customers may request for an exchange or refund via our live chat or email in at [email protected] within 3 hours. We will require image proof of the defected Origin product with its original box and plastic packaging within the image frame.

Delivery

For any change in delivery address, please email your request to [email protected] at least 1 week before the first day in your probable delivery date range (reflected when you pick a delivery date at checkout).