Refund policy

Last Updated Date: 6 July 2026

1. Introduction

At Englander Singapore, we take pride in delivering premium-quality sleep products and exceptional customer service. We understand that there may be occasions where you wish to request a return or refund.

This Returns & Refund Policy explains the circumstances under which returns, exchanges and refunds may be considered for purchases made through Englander.com.sg, our official showrooms, or other authorised Englander Singapore sales channels.

By purchasing from Englander Singapore, you acknowledge that you have read, understood and agreed to this Returns & Refund Policy.

2. General Return Policy

Due to the nature of mattresses, bedding products and furniture, returns and refunds are not automatically accepted.

Every return, exchange or refund request is reviewed individually and remains subject to the sole approval of Ackerman and Smith Pte. Ltd.

Submitting a request does not guarantee approval.

3. Eligibility for Returns

To be eligible for consideration, the returned product must:

Be returned in clean, hygienic and saleable condition.
Be free from stains, tears, odours, pet hair, excessive wear or any form of contamination.
Be free from damage caused by misuse, negligence, accidents or improper handling.
Not have been altered, repaired or modified by any unauthorised party.
Include all accessories, manuals and original packaging where reasonably available.
Pass inspection by Englander Singapore.

Products that do not meet these conditions may not qualify for return or refund.

4. Inspection of Returned Products

All returned products will be inspected by our Customer Service or Technical Team before any return, exchange or refund is approved.

Englander Singapore reserves the right to determine, at its sole discretion, whether a product satisfies the conditions for return.

Inspection findings shall be final unless otherwise required under applicable Singapore law.

5. Collection & Transportation Charges

Where a return request has been approved, Englander Singapore may arrange collection of the returned product.

A transportation and collection fee of:

S$180 per collection

will apply.

This fee covers transportation only and is non-refundable.

Additional transportation charges may apply where the following is the case:

Crane services are required;
Additional manpower is necessary;
Delivery access is restricted;
Special transportation arrangements are required.

Any applicable charges will be communicated before collection.

6. Refund Approval

All refunds are subject to the approval of Ackerman and Smith Pte. Ltd.

Refund requests may be approved or declined after considering factors including:

Product condition;
Hygiene standards;
Inspection results;
Nature of the return request;
Compliance with this Policy.

Approval of a refund is entirely at the discretion of Englander Singapore except where otherwise required by applicable law.

7. Refund Method

Where a refund is approved:

Refunds will generally be processed using the original payment method used during purchase where reasonably practicable.
Refund processing times may vary depending on your financial institution or payment provider.
Delivery, transportation, installation, inspection and other service charges are generally non-refundable unless otherwise agreed by Englander Singapore or required by law.
Upon completion of the refund, ownership of the returned product shall transfer to Ackerman and Smith Pte. Ltd.

8. Non-Returnable Products

Unless otherwise required under applicable Singapore law, the following products are generally not eligible for return, exchange or refund:

Custom-made, made-to-order or specially manufactured products.
Clearance, display, showroom or "as-is" products.
Products sold under final sale or non-returnable promotions.
Gift cards, vouchers or promotional items.
Products that have been damaged due to misuse, negligence, accidents, improper handling, improper storage or unauthorised modifications.
Mattresses, pillows and bedding products that are not returned in a clean, hygienic and saleable condition.
Bed accessories or bedding products that are not returned in their original, donatable condition, including products with stains, tears, odours, pet hair, excessive wear, contamination or other forms of soiling.
Products that have been altered, repaired or modified by parties other than Englander Singapore or its authorised service providers.
Return requests submitted by individuals other than the original purchaser unless authorised in writing by Ackerman and Smith Pte. Ltd.
Products requested for return from an address different from the original delivery or billing address unless otherwise approved by Englander Singapore.
Products that have been relocated or transported outside Singapore after delivery.
Products not purchased directly from Englander.com.sg, official Englander Singapore showrooms or authorised Englander Singapore sales channels. Purchases made through third-party retailers, authorised dealers or online marketplaces are subject to the respective seller's return and refund policies.
Products that fail inspection and do not satisfy the return conditions set out in this Policy.

Englander Singapore reserves the right to reject any return request where the returned product is deemed unsuitable for resale, donation or redistribution.

9. Damaged, Defective or Incorrect Products

If you believe your order has been delivered with:

Manufacturing defects;
Transit damage;
Incorrect items; or
Missing items,

please notify our Customer Service team as soon as reasonably possible after delivery.

Where appropriate, Englander Singapore may arrange an inspection before determining the appropriate resolution, which may include repair, replacement, partial refund or another suitable remedy.

10. Exchanges

Product exchanges are not guaranteed and remain subject to:

Product availability;
Inspection results;
Approval by Englander Singapore.

Where an exchange is approved, any price difference, transportation charges or additional service fees shall be payable by the customer where applicable.

11. Consumer Rights

Nothing in this Returns & Refund Policy excludes, restricts or limits any rights or remedies that cannot legally be excluded under the laws of the Republic of Singapore.