Refund policy

Returns and refunds — Hong Kong and Macau

Updated 29 September 2026. These terms apply to new orders from this date. Existing orders keep the terms shown when purchased; mandatory consumer rights are unaffected.

At a glance

• Request a change-of-mind return within 14 calendar days after the item is delivered.
• Opened or used Pods and Adjustable 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. We do not charge a restocking fee.
• Approved refunds go to the original payment method for the amount actually paid for the returned item.

Start a return

Email info@eightsleephk.com from your order email address. Include your order number, the item and size, delivery date and reason for return. Photos of the item and packaging help us give suitable instructions; you do not need to prove a fault for a change-of-mind return.

Your request date is the date you contact us within the 14-day window, not the date we reply. For split deliveries, the window starts when the item you wish to return is delivered. We aim to acknowledge requests within two Hong Kong business days, excluding weekends and public holidays.

Prepare and send the return

Wait for written return instructions and the correct return address before sending anything. Do not send the item to Eight Sleep, a supplier or an address found elsewhere unless we specifically instruct you to. The dispatch arrangements will be confirmed in writing.

Retain all original packaging during the return period. Return the complete item, including its matching components and accessories. Follow the official model-specific shutdown, draining and packing instructions; do not improvise cleaning or machine-wash the Cover. Remove personal account connections as directed in the official instructions.

For change-of-mind returns, use suitable protective packaging and a tracked delivery service. Keep the tracking number, delivery receipt and packing photos until the return is resolved. A Base is bulky: obtain a carrier quote before booking. We can provide the return location so you can check the cost.

Inspection and refund amount

We aim to inspect the return and confirm the outcome within five Hong Kong business days after receipt. If there is damage, a missing part or a mismatch, we will explain the issue and share relevant evidence before proposing a resolution. We will not apply an undisclosed automatic deduction or restocking fee.

For an eligible return, we refund the amount actually paid for the returned item after discounts, including any refundable tax. A separately purchased Base can be assessed as its own return; all parts of a returned Pod must be returned together. Original standard delivery is free, so there is no original standard shipping fee to deduct. Optional delivery services already performed are not refunded for change-of-mind returns, unless otherwise required by law.

Approved refunds are issued to the original payment method within five Hong Kong business days after approval. We send confirmation when the refund is issued. Your bank or payment provider may take a further 5–10 business days to display it; timing depends on the payment method. Contact us with the refund confirmation if it has not appeared after that period. Foreign-currency exchange differences are controlled by your payment provider.

Wrong, damaged, defective or missing items

Please contact us promptly with your order number and relevant photos if an item is wrong, damaged, defective or missing. Keep the packaging and stop using any item that may be unsafe. We will investigate with you and the carrier or supplier and explain the appropriate repair, replacement or refund arrangements.

Where we confirm a wrong, damaged-on-arrival or defective item requiring return, we will arrange or agree reasonable necessary return shipping costs with you before dispatch. The customer-paid change-of-mind rule does not automatically apply to these cases. The 14-day change-of-mind window and original-packaging condition do not remove rights for faulty or misdescribed goods.

Cancellations and changes

Email us as soon as possible if you need to cancel or change an order. If we can stop an unfulfilled order, we will confirm cancellation and refund the cancelled items to the original payment method. Sending a cancellation request does not itself confirm that dispatch has stopped. If the order has already been dispatched, we will explain the available delivery and return options.

Warranty and optional app upgrades

Products supplied through our wholesale partner receive direct two-year Eight Sleep warranty service in Hong Kong and Macau, subject to applicable warranty terms. Keep your invoice and serial number. Contact us if you need help identifying the appropriate service route. Optional paid app upgrades are separate purchases from the app provider and follow that provider’s cancellation and refund terms.

Questions or payment disputes

Contact us with your order number so we can investigate an unfamiliar charge, delivery problem or refund question. Keep your order confirmation and correspondence. Contacting us does not waive or restrict your rights to seek assistance from your bank, payment provider or a consumer authority. A return or refund is not conditional on giving up those rights.