Lazy Lowie Website & Mobile Applications Sales

 

No-nonsense returns policy

If you are not entirely satisfied with your purchase, simply return both the original sales receipt/invoice receipt and the unused item in its original package in order to affect an exchange or refund within 30 days of the date of the sales receipt. Please note if you purchased a Lazy Lowie product at any of our partner sites (e.g., Shopee, Tokopedia etc.) then your return window and conditions are defined by that specific retailer.

Refunds will be issued in the same method of payment as the original payment. We regret that we cannot accept returns of unwrapped mattresses, or items damaged after acknowledgment of receipt in good condition. Please note if you purchased a Lazy Lowie product at any of our partner sites, then your return window and conditions are defined by that specific retailer.

What do I do if I want to cancel my order? (Product not delivered)
When you place an order through the Lazy Lowie website or mobile applications for any Lazy Lowie product, you can cancel your order at any time before the delivery confirmation has been scheduled by our Customer Service Team. Please contact Customer services team via email info@lazylowie.id or Whatsapp 0812 3743 0471. We will arrange a full refund of the price of the products and any delivery and other charges which you have incurred. Please note if you purchased a Lazy Lowie product at any of our partner sites, then your return window and conditions are defined by that specific retailer.

 

Why do we only refund to the same payment card?
It is a condition of the card schemes (VISA, Mastercard and Maestro) that all refunds must be processed on the same card used to make the original payment. This is to help reduce fraudulent activity. Lazy Lowie must comply fully with all card scheme rules to be able to accept these card types.

How to cancel?
If you wish to cancel an order, you just need to let us know that you have decided to cancel. You can email us at info@lazylowie.id or Whatsapp 0812 3743 0471. Please note if you purchased a Lazy Lowie product at any of our partner sites, then your return window and conditions are defined by that specific retailer.

What happens if I have missing or damaged products?
Missing products will be identified on the day of delivery by our delivery team who will contact our customer service team. However, with large orders you may find a product missing after the delivery team has left. Please contact us and we will resolve the problem as soon as possible.

As with missing products our delivery team will be able to identify any damaged products on the delivery of your order. The drivers will inspect the damaged item to see if the damage is superficial, for example, with the packaging and discuss with you how you wish to proceed. If the product has been damaged, then the delivery team will contact our customer service team who will resolve the problem for you. In case of assistance needed please contact Customer Services on info@lazylowie.id or Whatsapp 0812 3743 0471. Please note if you purchased a Lazy Lowie product at any of our partner sites, then your return window and conditions are defined by that specific retailer.

 

What do I do if I want to return a product bought on 100-night trial period?

Lazy Lowie provides a 100-night trial period to allow you to grow to love your new mattress but sometimes things don’t always work out the way we planned. It can take time to get to know your new Lazy Lowie mattress; all we ask is that you keep the mattress for a minimum 30 days to allow for full mattress decompression and dissipation of any odours. To keep the mattress clean during the trial period we recommend that you fit a mattress protector or a mattress topper. If you are still not satisfied with your Lazy Lowie product after 30 days (and before 100 days) please contact Customer Services via email info@lazylowie.id or Whatsapp 0812 3743 0471 who will provide special refund instructions.

 

Conditions for 100-night trial return

1. State the reason for the return request.
2. Proof of purchase; original invoice/sales receipt
3. Requests for refund and collection after 30 days, but no later than 100 days, from date of invoice
4. The item must be returned in good condition, with proof of purchase (invoice, order number and/or delivery receipt).
5. Only articles that are returned can be refunded.
6. A digital picture of the mattress may be requested by Customer Services

 

Please note if you purchased a Lazy Lowie product at any of our partner sites, then your return window and conditions are defined by that specific retailer.

Returning your product

If the product has been delivered and you decide to change your mind, you must return the product to us without delay and in any event not later than 30 days of the date of the sales receipt. We will make a full refund for everything that is still in its unopened packaging. Your delivery charge and handling fee will not be refunded. Please note if you purchased a Lazy Lowie product at any of our partner sites, then your return window and conditions are defined by that specific retailer.

To arrange collection of the unwanted products please contact Lazy Lowie Customer Services via email info@lazylowie.id or Whatsapp 0812 3743 0471Please provide proof of purchase (order number and delivery receipt). We will then arrange for your unwanted products to be collected by a Lazy Lowie representative. A collection fee for the cost of returning the products will apply. Please note if you purchased a Lazy Lowie product at any of our partner sites, then your return window and conditions are defined by that specific retailer.

Please be informed that you need to return the unused item in its original package to get an exchange or refund. You are responsible for the cost of returning the products, unless the products are faulty or not as described, in which case we will refund any reasonable costs you incur in returning the item to us. If you are returning your products because they are faulty or incorrect, no collection fee will be charged. We regret that we cannot accept returns for previously unwrapped mattresses or items damaged after acknowledgment of receipt in good condition. Please note if you purchased a Lazy Lowie product at any of our partner sites, then your return window and conditions are defined by that specific retailer.

Taking reasonable care of the product. You agree to take reasonable care of the product from the time that they are delivered to you until the time that they are returned.

Conditions for collection within 30 days (Products already delivered)

1. Collection of the products will only take place from the delivery address to which they were delivered and will be subject to the following conditions:
2. You agree to provide Lazy Lowie with all relevant features of the delivery address which floor the items are to be collected from, whether there are any narrow doors etc. to help our representative prepare for the collection.
3. You agree to ensure that there is suitable access to the chosen collection location. 
4. If our representative considers that collection from the room of your choice is likely to cause damage to the product or to your property, they will inform you and record this concern on the collection document. You may instruct our representative to collect the product despite such concern, but we will not be liable for any damage caused to your property or to the product because of us attempting collection on your instructions (provided that reasonable care is taken in collecting the product). 
5. You agree to give our representative all products which are being returned, including all component parts of such products and all related items or accessories (in the original packaging) which are included in the price of the products being returned.
6. A collection document must be signed by you to confirm that the collection has taken place. The collection document will be provided by the representative who comes to collect your products.
7. If you are not personally available to accept delivery of the products you may appoint a representative to do so on your behalf. The representative must be an adult capable of supervising collection on your behalf, and you agree that we will be entitled to rely on the representative's instructions as if they were your own.

 

Please note if you purchased a Lazy Lowie product at any of our partner sites, then your return window and conditions are defined by that specific retailer.

Refunding your money
Refunds are made to the credit/debit card or other method of payment that was used to pay. They will include the cost of products returned to us and delivery charges, after any relevant deductions. For example, if you have requested a collection because you have changed your mind; then we will deduct the collection charge from your refund. Please note if you purchased a Lazy Lowie product at any of our partner sites, then your return window and conditions are defined by that specific retailer.

Peace of mind
When you place an online order via the Lazy Lowie website or mobile application, you must first consent to our company storing your personal information. This information is transmitted securely over the Internet using the latest SSL technology.

The personal information collected is done to enable us to send you the items you have ordered and to validate your identity, as well as providing us with a way to get in touch with you if the need should arise.

We follow strict security procedures in the storage and disclosure of information which you have given us, to prevent unauthorised access. We do not pass on, trade, or sell your personal information to anyone.

Lazy Lowie does not keep your credit card details in any form, electronic or otherwise. You will have 'Peace of Mind' regarding the security of your details.

Payment
What methods of payment can I use?
Please refer to the Lazy Lowie website & mobile applications for details of payment methods currently accepted

Why do we need your card security code?
We ask for the security code from your payment card to prevent the fraudulent use of your account. This is printed on your card but is not embossed or in the magnetic strip, so only the person in possession of the card should know the code.

How do I make a payment on the website?
When you are ready to proceed to the Checkout, follow the steps given, so that we can confirm all your details, including payment authorisation. We will then acknowledge your order by email.

How can I be sure that shopping online with Lazy Lowie is secure? Lazy Lowie is committed to ensuring that your personal details will always be kept safe and has several fraud prevention measures in place. You will be asked to provide information to ensure that your card is not being used fraudulently online.

What if my card is declined?
Lazy Lowie will only decline a transaction on the advice of your issuing bank. It may be that you have insufficient funds in your account, that your card has been blocked because of unusual or suspicious activity, or that the details you have supplied do not match those held by your issuing bank. In each case, you should contact your card issuer in the first instance to try to resolve the problem or use an alternative payment method.

Why do we only refund to the same payment card?
It is a condition of the card schemes (VISA, Mastercard and Maestro) that all refunds must be processed on same card as the original payment was made in order to help to reduce fraudulent activity on cards. Lazy Lowie must comply fully with all card scheme rules to be able to accept these card types.

Data Protection
We are only able to talk to the person who placed the order. If you wish us to talk to someone else on your behalf about your order, for example a family member, then please contact us and we will add their details to your order.