Policy · Updated September 2026
Return Policy
No-nonsense returns: the 100-night trial, cancellations, collection and refunds. If you bought through a partner site (Shopee, Tokopedia and others), that retailer’s return window and conditions apply.
The 100-night trial
- We give you 100 nights to get to know your mattress. It can take time to adjust, so we ask you to keep it for a minimum of 30 days for full decompression and for any odours to dissipate. We recommend a mattress protector or topper during the trial.
- Still not satisfied after 30 days and before 100 days? Contact Customer Services at info@lazylowie.id or WhatsApp 0812 3743 0471 for refund instructions.
- Conditions: state the reason for the return; provide proof of purchase (invoice, order number or delivery receipt); request the refund and collection between day 30 and day 100 from the invoice date; return the item in good condition. Only articles that are returned can be refunded. Customer Services may ask for a digital photo of the mattress.
Changed your mind within 30 days
- Unused items in their original, unopened packaging can be exchanged or refunded within 30 days of the sales receipt. Delivery and handling fees are not refunded, and a collection fee applies unless the product is faulty or not as described.
- We cannot accept returns of unwrapped mattresses, or items damaged after receipt was acknowledged in good condition.
- Take reasonable care of the product from delivery until it is returned.
Cancelling an order that has not been delivered
- You can cancel at any time before our Customer Service team schedules delivery confirmation. Email info@lazylowie.id or WhatsApp 0812 3743 0471 and we arrange a full refund of the products and any delivery charges.
Missing or damaged products
- Our delivery team identifies missing or damaged items on the day of delivery and contacts Customer Services to resolve it. If you notice a missing item after the team has left, contact us and we will sort it out as soon as possible.
Collection conditions
- Collection takes place from the address the products were delivered to. Tell us about floors, narrow doors and access so our representative can prepare.
- If our representative believes collection from your chosen room may damage the product or your property, they will record this concern; you may still instruct them to proceed, but we are not liable for damage caused as a result.
- Return all component parts, related items and accessories in the original packaging, and sign the collection document. If you are not available, an adult representative may act on your behalf.
Refunds
- Refunds go to the card or payment method used for the original purchase. This is a requirement of the card schemes (Visa, Mastercard, Maestro) to reduce fraud.
- Refunds cover the products returned and delivery charges, after relevant deductions such as a collection fee for change-of-mind returns.
Payment and security
- Payment methods are listed at checkout. We ask for your card security code to prevent fraudulent use. Lazy Lowie never stores your card details in any form, and only declines a transaction on the advice of your issuing bank.
- We only discuss an order with the person who placed it. If you want someone else to speak to us on your behalf, contact us and we will add their details to your order.
Questions about this policy? info@lazylowie.id · WhatsApp 0812 3743 0471