Terms & Conditions

120 Day Trial

(only for Origin Hybrid® mattress)

If you are not completely satisfied with your Origin Mattress, you are entitled to return it within 120 days after mattress is received (trial starts once mattress is received). Simply send an email to [email protected] and our Customer Support Team will be in touch with you to process your return and refund.

  • To be eligible for a return, you must be a full-paying customer and have been sleeping on your mattress for at least 25 days. 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 days before making a return request.
  • If the mattress was not purchased from Origin Mattress, it is not eligible for a return or a refund.
  • To make a return request, send an email with your order number and reason for returning to [email protected]
  • To process your return request, please provide us with :
    (a) Your invoice (as proof of purchase)
    Then our charity partner will shcedule to pick up the mattress
  • Please do take note that Origin will not be held responsible in the event where you are not contactable or fail to respond to our Customer Support Team. In such cases, if the time period exceeds your 120-day trial period, you are no longer eligible for a return.
  • The 120-day trial is limited to one customer per household and cannot be used to request for an exchange in mattress size. You are not eligible for a return if you have ordered the wrong size and wish to change your mattress size and/or mattress type.
  • If the mattress has been damaged or stained, you will not be granted a return or refund. Although returned mattresses will not be resold, we require you to return your purchased mattress 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. Failure to comply with the above stated condition will result in a surcharge of $100 as a compensation  (for cleaning and repairs purposes) which will be promptly deducted from the refund amount. 
  • Pick up address must be the same as delivery address and return is only valid in territories where Origin sells and ships. 
  • If you have pre-ordered a product due to an out-of-stock at the moment of the purchase, your 120 days trial will commence from the date of shipping.
  • If you buy multiple quantity of a single product, they are eligible to return only ONE of that product for refund within the trial period. 

Refunds: Origin will process all refunds after receiving the returned mattresses at the Origin warehouse or associated charities. Refunds will be credited into the credit/debit card account that was utilised for the purchase.

15 Years Limited Mattress Warranty

We stand behind our Origin Hybrid 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 Pte. Ltd. distribution channel – namely, the website at ORIGINMATTRESS.COM.AU, 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 with regards to 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 the Australia 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.
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 than 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  lasts for fifteen (15) years from the date you receive your product via delivery or self-collection. We don’t pro-rate the terms (meaning we don’t reduce the total amount as time goes on).

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 in an inappropriate manner; 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 relating to 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 [email protected]

Please inspect your mattress and its individual components carefully within three (3) days of delivery. You must report, within three (3) days 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-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).

7-Day Trial Policy

(only for Origin Pillow, Topper)

Please note: the 7-Day Trial Policy applies only to the Origin Superior Coolmax Latex PillowOrigin Contour Ergonomic Memory Foam Mattress Topper (referred to below as the “Pillow,” “Topper,” or “Product”).

The 7-Day Trial Policy starts from the date you receive your pillows, toppers  via delivery or self-collection.

If you buy multiple quantity of a single product, you are eligible to return only ONE of that product for refund within the trial period. 

In order to quality for a refund, please send us an email at [email protected]

Your returned product will likely be donated to charity. The items are required to be in good condition and we cannot accept torn or heavily damaged pillows, toppers.

3 Year Limited Topper Warranty

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 Pte. Ltd. distribution channel – namely, the website at ORIGINMATTRESS.COM.AU, 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, which will contain the information with regards to 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 the Australia 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 than 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. We don’t pro-rate the terms (meaning we don’t reduce the total amount as time goes on).

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 in an inappropriate manner; 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 relating to 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 [email protected]

Please inspect your topper and its individual components carefully within three (3) days of delivery. You must report, within three (3) days 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 Warranty

We stand behind our Origin Superior Coolmax Latex 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 Pte. Ltd. distribution channel – namely, the website at ORIGINMATTRESS.COM.AU, and (c) have subjected the pillow 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 with regards to 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 the Australia 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 than 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, lasts for two (2) years from the date you receive your product via delivery or self-collection. We don’t pro-rate the terms (meaning we don’t reduce the total amount as time goes on).

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 it 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, mattress protector, duvet or bolster 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 in an inappropriate manner; 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 relating to 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 [email protected]

Please inspect your pillow carefully within three (3) days of delivery. You must report, within three (3) days 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-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).

Exchanges & Refunds

In the event any Origin products are received in a defective condition, customers may request for an exchange or refund via our live chat or email in at [email protected] within 3 hours. We will require image proof of the defected Origin product with its original box and plastic packaging within the image frame.