Returns and Refunds

A) Missing items/damages

If your order arrives with damaged or missing item(s), please notify us these issues immediately within 48 hours of delivery being made at support@blisspremiermattress.com.

In case of damaged items, our team may request for photos of damage items and request you to return back the damaged items to us to improve on customer experience. You are required to submit the photos requested and we will assess the damaged. 

If you are located within West Malaysia and provided we have grant you approval, we will arrange to pick-up the damaged items and send replacement items to you free of charge. Please note that the pick-up time of damaged items is solely at Bliss Premier’s discretion and arrangement.

Kindly take note that in case of a return, you are required to keep the box and plastic packaging as they are needed to ensure the items are not dirty or damage during transit. 

In case of a missing item, we will perform a crosscheck and investigate with the respective courier service and once confirm, we will send out replacement items to you free of charge.

If any of the request(s) or requirement(s) is not met, then we have the rights to refuse acceptance of the damaged item(s) and we will not send out a new replacement item.  

 

B) Cancellations

You are unable to do cancellation once order is placed and an order confirmation email is sent out. You must immediately write to us or contact us at support@blisspremiermattress.com or reach us via the 'Contact Us' page. All cancellation requests will be subject to approval depending on the status of the order.

Once order is sent out from our factory, you are not eligible to cancel your order.

All cancellations if approved may be subject to a small amount of processing fee plus a 3% bank transaction charge of your total amount paid/total order value.

 

C) Refused delivery and return

Items that are refused at doorstep and return back may subject to a 20% restocking fee and you are held responsible on the return shipping costs.

You are require to return all refused and/or returned items with original plastic packaging and/or box so the items are not damage or dirty during transit. 

Items that are refused and/or returned must be return to us using tracked shipping method of the same courier service that Bliss Premier used to deliver you the order. You are also responsible to inform us via email to support@blisspremiermattress.com on the return tracking number.

If any of the requirement(s) is not met, then you are not eligible for refund. 

We will assess the refused and returned items and once approve, a credit will be made to the original payment method. Confirmation email will be send out once the refund is processed. Kindly note that refund will be minus 20% (we may charge) restocking fee and cost of shipping back.

The way your refund is processed depends on your original payment method:

If you paid by Credit Card and Debit Card (Visa/MasterCard), refunds will be sent to the card-issuing bank within 7-14 business days of receipt of the returned item.

If you paid your purchase via FPX, refunds will be via bank transfer to your local bank account within 5-10 business days.

If you have not receive your refund after 14 business days, you may reach us and we will help to check from our end and we encourage contacting your financial institution for further information.

 

D) Other enquiries

If you have other enquiries or require additional support, please contact us at support@blisspremiermattress.com.