Delivery, returns & warranty
Clear guidance from order confirmation to after-sales care. These arrangements apply to InnoSleep orders across all markets, helping you shop confidently and helping us resolve questions promptly.
01 / Delivery and order arrangements
All orders currently ship from Hong Kong, including orders for Taiwan, South Korea, Hong Kong and Macau. Local warehouses are planned for the future and are not currently available. Every market receives a plug matched to the delivery destination. Follow the supplied product’s rated voltage and installation instructions; a destination-matched plug does not itself convert voltage.
Pod and Adjustable Base orders include free standard shipping to Hong Kong and Macau, with the same HKD product prices in both markets. At checkout, check your destination, product, size, quantity, discount and final total, and provide a complete address and reachable phone number.
Dispatch and delivery timing depends on stock arrivals, destination and delivery arrangements. Dates shown on the website or in emails are estimates, not guaranteed arrival dates; wait for confirmation before making time-sensitive plans. We communicate shipping and delivery arrangements using your order contact details.
Contact us promptly if your address, phone number or receiving arrangements change. Changes may not be possible after dispatch; we will confirm the available options. Before ordering Base, measure entrances, lifts, staircases and bedroom access for a large delivery.
If optional delivery services are available, their charges appear at checkout before payment. Free standard delivery does not mean free change-of-mind return shipping.
02 / Receiving your order and delivery problems
Check the model, size, accessories and condition promptly after delivery. Keep all original boxes, protective packaging and accessories during the return period. For damage, photos of the packaging, shipping label and affected area help our investigation; retain the packaging. An unboxing video can help explain what happened but is not required to make a claim.
If an item is wrong, damaged, missing parts, or marked delivered but not received, email us promptly with your order number and relevant details. We investigate with you, the carrier or supplier and explain suitable repair, replacement or refund arrangements. Stop using an item that may be unsafe.
For a confirmed wrong, damaged-on-arrival or defective item requiring return, we arrange or agree reasonable necessary return shipping costs before dispatch. The change-of-mind shipping rule does not automatically apply to these cases.
InnoSleep is your point of contact for purchases from this store. We administer return requests, assess and communicate refund decisions, and issue approved refunds ourselves; customers do not need to arrange these matters with our wholesale supplier or the manufacturer. The 14-day change-of-mind return conditions, refund timing and separate rights for faulty or misdescribed goods are set out in our Return & refund policy.
03 / Your 14-day worry-free return window — all markets
For a change-of-mind return, contact us within 14 calendar days after delivery. Opened or used Pods and Bases are eligible if undamaged and complete with all original boxes, protective packaging, components and accessories. You arrange and pay change-of-mind return shipping to our confirmed Hong Kong return address. We do not charge a restocking fee.
- Email info@eightsleephk.com from your order email address with your order number, item and size, delivery date and reason. A change-of-mind return does not require proof of a fault.
- Wait for written instructions and the correct return address. Do not send to the official team, supplier or another address without confirmation.
- Follow the official model-specific shutdown, draining and packing instructions. Return the complete item with suitable protection and tracked shipping. Keep delivery receipts, tracking and packing photos.
Your request date is when you contact us within the window, not when we reply. For split deliveries, the window starts on delivery of the item being returned. We aim to acknowledge requests within two Hong Kong business days, excluding weekends and Hong Kong public holidays.
We aim to inspect returns and confirm the outcome within five Hong Kong business days after receipt. If there is damage, a missing part or a mismatch, we explain the issue and relevant evidence before discussing a resolution. There are no undisclosed automatic deductions or restocking fees.
04 / Refund amounts and timing
Eligible returns are refunded to the original payment method for the amount actually paid for the item after discounts, including refundable tax. A separately purchased Base can be assessed independently; Pod components must be returned together. Original standard shipping is free, so no original standard shipping fee is deducted. Optional delivery services already performed are not refunded for change-of-mind returns, unless otherwise required by law.
Return authorization is not refund approval.Approval follows receipt and inspection. For eligible requests made within 14 days of delivery, approved refunds are processed and issued within 30 calendar days after approval, or sooner where required by applicable law or payment-provider rules. We email confirmation when issued.
Your bank or payment provider may need additional processing time, so the credit may appear more than 30 days after approval. If you have our refund confirmation but the credit has not appeared within your provider’s stated processing time, contact them first with that confirmation. We can supply refund details and an available tracing reference. Contact us if confirmation is missing after our processing deadline or your provider cannot locate the refund. Foreign-currency exchange differences are controlled by your payment provider.
05 / Official Eight Sleep warranty and InnoSleep coordination
Eight Sleep provides the official product warranty, subject to its applicable product and regional terms. InnoSleep helps coordinate claims, communication and follow-up with the official team; it is not the warranty provider. Email info@eightsleephk.com with your order number, proof of purchase, serial number and issue. Obtain written instructions before sending a product. Official terms govern coverage and assessment; shipping arrangements and any applicable costs are confirmed for your case. Our obligations as seller and your applicable rights remain unchanged.
Obtain instructions before shipping. Packing, logistics and any costs requiring confirmation are explained for your case. Repair and return timing depends on official assessment, parts availability and shipping; we follow up on progress. Warranty claims are separate from the 14-day change-of-mind return process.
06 / Order changes and membership
Email us promptly to request a cancellation or change. If an unfulfilled order can be stopped, we confirm cancellation and refund the cancelled items. A request does not itself confirm dispatch has stopped; dispatched orders follow the available delivery and return arrangements.
Autopilot Standard is currently provided free by official Eight Sleep Greater China, under the same Standard access policy as customers who purchase directly from Eight Sleep Greater China. Customers continue to enjoy free Standard access for as long as Eight Sleep Greater China provides it free. Any changes follow its official policy and your order terms. Optional upgrades are available in the Eight Sleep app.
Optional paid upgrades purchased in the app are billed by the app provider and follow that provider’s cancellation and refund terms.
07 / Order, payment and dispute enquiries
For an unfamiliar charge, delivery issue, product concern or refund question, email info@eightsleephk.com with your order number, description and relevant documents. Retain order confirmations, payment and delivery records, return instructions and correspondence. We investigate and explain arrangements in writing.
Do not email full card numbers, CVV codes, passwords or verification codes. If your bank or payment provider is already investigating the same transaction, let us know so we can follow its process and reconcile any refund without duplicate processing.
Contacting us does not restrict your rights to seek help from a bank, payment provider or consumer authority. Returns or refunds are not conditional on waiving those rights. The 14-day change-of-mind window and packaging condition do not remove applicable rights for faulty or misdescribed goods.