Please ensure the items are clean. If you wash your pillow or topper, please be aware that any resulting stains, dampness, or similar issues could become a problem later.
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 ORIGINMATTRESS.COM.MY (including purchases made while visiting an Origin showroom). 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 an electronic copy of your purchase invoice, which will be sent via email and will contain the information regarding your purchase. Kindly quote the order number to our staff so that we may better assist with any issues with your purchase.
Night Trial Policy for Mattress
(No trial period is offered for East Malaysia.)
Please note: this 120-Night Trial Policy applies to the Origin Hybrid Mattress, Origin LumbarCloud™ and Origin Hybrid SpinePro Mattress (referred to below as the “Mattress” or “Product”).
The 120-night trial is only available for deliveries within West Malaysia. Customers in East Malaysia are not eligible for the trial period.
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 enquiry@originmattress.com.my and indicating your order number and reason for return. (For Malaysia, customer self-collection is not available.)
If you buy multiple quantities of a single product, you are eligible to return only ONE of that product for a refund within the trial period.
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 West Malaysia at the time you wish to take advantage of the 120-Night Trial Policy.
Once we have collected it and assessed the returned product to our satisfaction, your total payment to ORIGIN SLEEP MALAYSIA SDN. BHD. will be refunded.
- The 120-Night Trial starts from the date you receive your product via delivery or self-collection. This applies to both in-stock products and preorders.
- To be eligible for a return, you must have slept on the mattress for at least 25 nights. 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 nights before making a return request.
- To complete your return request, we require an invoice or proof of purchase and for you to be available for the scheduled pickup time.
- Your pick-up address must be the same as the delivery address.
- If you are not reachable or do not respond to our attempts to contact you with regard 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 RM100 as a compensation fee (for cleaning and repair purposes), which will be deducted from the refund amount.
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.
30-Night Trial Policy for Pillow, Topper
(No trial period is offered for East Malaysia.)
Please note: the 30-Night Trial Policy applies only to the Origin Superior Coolmax Latex Pillow, Origin AirSoft Microfibre Pillow, Origin Contour® Ergonomic Memory Foam Mattress Topper (referred to below as the “Pillow,” “Topper”, or “Product”).
The 30-Night Trial Policy starts from the date you receive your pillows, toppers via delivery. The 30-night trial is only available for deliveries within West Malaysia. Customers in East Malaysia are not eligible for the trial period.
If you buy multiple quantities of a single product, you are eligible to return only ONE of that product for a refund within the 30-night trial period.
If within the first 30 nights of receiving delivery of your new Origin product, you’re not completely satisfied—for any reason—you may request a full refund by writing to us at enquiry@originmattress.com.my and indicating your order number and reason for return.
There will be a cleaning fee imposed if returned items are soiled/stained/dirty.
15 Year Limited Mattress Warranty
WHO AND WHAT DOES THIS LIMITED WARRANTY COVER?
We stand behind our Origin Hybrid Mattress, Origin LumbarCloud™ and Origin Hybrid SpinePro 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 SLEEP MALAYSIA SDN. BHD. distribution channel – namely, the website at ORIGINMATTRESS.COM.MY (including purchases made while visiting an Origin showroom), 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 an electronic copy of your purchase invoice, which will be sent via email which will contain the information regarding your purchase. Kindly quote the order number to our staff so that we may better assist with any issues with your purchase.
In addition, because we cannot handle international shipping and logistics expenses, your mattress must be in Malaysia 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.
You don’t have to flip the mattress (phew), but rotating your mattress regularly is one of the very few conditions of your warranty. Take it for a 180-degree spin on the base every 3-6 months. To make life easier for you, our mattresses come with handles for a simpler spin.
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 from 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, Origin LumbarCloud™ or Origin Hybrid SpinePro Mattress lasts for fifteen (15) years from the date you receive your product via delivery or self-collection.
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 inappropriately; 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 regarding 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. - Mattress handles are designed for positioning only — not for lifting or carrying. Any damage caused by lifting, dragging, folding, bending, or pulling the mattress, or by improper use of the handles, is not covered under warranty. This includes fabric tears, damaged seams, cuts from opening the packaging, and similar physical damage.
HOW DO I MAKE A WARRANTY CLAIM?
Claims covered under this limited warranty may be made by reaching us at enquiry@originmattress.com.my
Please inspect your mattress and its individual components carefully within three (3) hours of receipt of delivery. You must report, within three (3) hours 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-hour 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).
3 Year Limited Topper Warranty
WHO AND WHAT DOES THIS LIMITED WARRANTY COVER?
We stand behind our Origin Contour® Ergonomic Memory Foam Mattress Topper (referred to below as the “Topper” or “Product”) and offer a 3-Year Limited Warranty to prove it. The terms of the Limited Warranty are as follows:
Your new topper is covered by a 3-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 SLEEP MALAYSIA SDN. BHD. distribution channel – namely, the website at ORIGINMATTRESS.COM.MY (including purchases made while visiting an Origin showroom), and (c) have subjected the topper 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 an electronic copy of your purchase invoice, which will be sent via email and will contain the information regarding your purchase. Kindly quote the order number to our staff so that we may better assist with any issues with your purchase.
In addition, because we cannot handle international shipping and logistics expenses, your topper must be in Malaysia 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 3 years following the date you receive your topper 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 topper is continuously supported by a proper foundation sufficient to support the distributed weight of your body and the topper 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 topper cover, we may elect to repair or replace the component if practicable rather than replace the entire topper, 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 from 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 Contour® Ergonomic Memory Foam Mattress Topper lasts for three (3) years from the date you receive your product via delivery or self-collection.
WHAT IS NOT COVERED BY THIS LIMITED WARRANTY?
This Limited Warranty does not cover:
- Changes to your topper 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 topper—namely, reclining and sleeping.
- Origin toppers are designed to work on mattresses supported by 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 topper 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 inappropriately; 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 regarding 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 enquiry@originmattress.com.my
Please inspect your topper and its individual components carefully within three (3) hours of receipt of delivery. You must report, within three (3) hours of delivery, any physical damage or defect that is present in the Product at the time of delivery; any physical damage to the topper 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
WHO AND WHAT DOES THIS LIMITED WARRANTY COVER?
We stand behind our Origin Superior Coolmax Latex Pillow and Origin AirSoft Microfibre Pillow (referred to below as the “Pillow” or “Product”) and offer a 2-Year Limited Warranty to prove it. The terms of the Limited Warranty are as follows:
Your new pillow 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 SLEEP MALAYSIA SDN. BHD. distribution channel – namely, the website at ORIGINMATTRESS.COM.MY (including purchases made while visiting an Origin showroom), and (c) have subjected the pillow, mattress protector, duvet or bolster 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 an electronic copy of your purchase invoice, which will be sent via email and will contain the information regarding your purchase. Kindly quote the order number to our staff so that we may better assist with any issues with your purchase.
In addition, because we cannot handle international shipping and logistics expenses, your pillow must be in Malaysia 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 pillow, 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.
- 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, we may elect to repair or replace the component if practicable rather than replace the entire pillow, 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 from 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 and Origin AirSoft Microfibre Pillow lasts for two (2) years from the date you receive your product via delivery or self-collection.
WHAT IS NOT COVERED BY THIS LIMITED WARRANTY?
This Limited Warranty does not cover:
- Changes to your pillow 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 pillow, mattress protector, duvet or bolster—namely, sleeping.
- This Warranty does not cover your Products if you use them in a manner incompatible with that intended design and use.
- Imperfections that do not prevent ordinary use and enjoyment of the Products 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 pillow 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 inappropriately; 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 regarding 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 enquiry@originmattress.com.my
Please inspect your pillow and its individual components carefully within three (3) hours of receipt of delivery. You must report, within three (3) hours of delivery, any physical damage or defect that is present in the Product at the time of delivery; any physical damage to the pillow after such initial three-hour 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 an exchange or refund via our live chat or email at enquiry@originmattress.com.my within 3 hours. We will require image proof of the defective Origin product with its original box and plastic packaging within the image frame.
For all return or exchange requests, the return address must be the same as the original delivery address. We are unable to arrange pickups from a different location due to operational and verification constraints. The refunds will be processed after the item has been successfully collected. The refunds will be processed after the item has been successfully collected.
Disposal
If you have opted for disposal, please ensure that the passage out of your residence, including high-rise apartments, condominiums, and landed properties, is clear and unobstructed. Our movers shall not be liable for any damage to the property in the course of rendering the service.
Coupon / Discount Code
Origin reserves the right to cancel the orders if there is a system glitch that allows unauthorised multiple coupons or unplanned discount codes to be used.
Furthermore, Origin reserves the right to modify the terms and conditions governing the use of coupons. In the event of any dispute, Origin has the final decision-making authority.
Disclaimer
Transporter will not be liable for damages to the property space, flooring, furniture, fixtures and fittings when moving, transporting, installing or assembling.
The transporters would exercise utmost care and safety while executing their duties/work to prevent any damage.
To prevent the risk of any damages that might occur, home/property owners and occupants can do the following:
- Ensuring a clear path and removing any item in the vicinity of the path that might hinder movement, topple or might be affected in any way possible.
- Lining or placing covers on the flooring or walls to prevent scratches or any unintended damage.
- Proper communication with the transporters to let them be made aware of the situation, such as wet paint/coating/polish/lacquer, etc.
FREE PILLOW PROMOTION TERMS & CONDITIONS:
In the event that a refund is initiated under our 120-night free return policy, all free gifts (i.e. pillow, etc) must be returned in their original condition along with the mattress. Failure to return the free gift may result in the retail value being deducted from your refund.