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Returns and refunds — Hong Kong and Macau

Eight Sleep HK is an independent parallel-import retailer serving Hong Kong and Macau. We source genuine Eight Sleep products through a wholesale supplier outside the brand’s official Hong Kong retail channel. We are not Eight Sleep’s official Hong Kong store or an authorised representative, and this website is not owned, operated, sponsored or endorsed by Eight Sleep. Eight Sleep HK is the seller responsible for orders placed on eightsleephk.com, including our delivery, return, refund and warranty-service commitments.

Updated 7 October 2026. These terms apply to new orders from this date. Existing orders keep the terms shown when purchased; mandatory consumer rights are unaffected.

At a glance

Request a change-of-mind return within 14 calendar days after the item is delivered.
Opened or used Pods and Adjustable Bases are eligible if undamaged and complete with all original boxes, protective packaging, components and accessories.
You arrange and pay change-of-mind return shipping. We do not charge a restocking fee.
Approved refunds go to the original payment method for the amount actually paid for the returned item.

Start a return

Eight Sleep HK is your point of contact for purchases from this store. We administer return requests, assess and communicate refund decisions, and issue approved refunds ourselves; customers do not need to arrange these matters with our wholesale supplier or the manufacturer. The 14-day change-of-mind return conditions, refund timing and separate rights for faulty or misdescribed goods are set out in our Return & refund policy.

Email info@eightsleephk.com from your order email address. Include your order number, the item and size, delivery date and reason for return. Photos of the item and packaging help us give suitable instructions; you do not need to prove a fault for a change-of-mind return.

Your request date is the date you contact us within the 14-day window, not the date we reply. For split deliveries, the window starts when the item you wish to return is delivered. We aim to acknowledge requests within two Hong Kong business days, excluding weekends and public holidays.

Prepare and send the return

Wait for written return instructions and the correct return address before sending anything. Do not send the item to Eight Sleep, a supplier or an address found elsewhere unless we specifically instruct you to. The dispatch arrangements will be confirmed in writing.

Retain all original packaging during the return period. Return the complete item, including its matching components and accessories. Follow the official model-specific shutdown, draining and packing instructions; do not improvise cleaning or machine-wash the Cover. Remove personal account connections as directed in the official instructions.

For change-of-mind returns, use suitable protective packaging and a tracked delivery service. Keep the tracking number, delivery receipt and packing photos until the return is resolved. A Base is bulky: obtain a carrier quote before booking. We can provide the return location so you can check the cost.

Inspection and refund amount

We aim to inspect the return and confirm the outcome within five Hong Kong business days after receipt. If there is damage, a missing part or a mismatch, we will explain the issue and share relevant evidence before proposing a resolution. We will not apply an undisclosed automatic deduction or restocking fee.

For an eligible return, we refund the amount actually paid for the returned item after discounts, including any refundable tax. A separately purchased Base can be assessed as its own return; all parts of a returned Pod must be returned together. Original standard delivery is free, so there is no original standard shipping fee to deduct. Optional delivery services already performed are not refunded for change-of-mind returns, unless otherwise required by law.

For eligible return requests made within 14 calendar days of delivery, we will process and issue approved refunds to the original payment method within 30 calendar days after refund approval, or sooner where required by applicable law or payment-provider rules. Return authorization is not refund approval; refunds are approved after we receive and inspect the returned item. We will email you confirmation when the refund is issued.

Your bank or payment provider may need additional processing time before the credit appears in your account or statement. The actual credit date may therefore be more than 30 calendar days after refund approval. If you have received our refund confirmation but the credit has not appeared within your provider’s stated processing time, please contact your bank or payment provider first with that confirmation. We can provide refund confirmation details and a tracing reference where available to assist. Contact us if you have not received confirmation within our processing deadline or your provider cannot locate the refund. Foreign-currency exchange differences are controlled by your payment provider.

Wrong, damaged, defective or missing items

Please contact us promptly with your order number and relevant photos if an item is wrong, damaged, defective or missing. Keep the packaging and stop using any item that may be unsafe. We will investigate with you and the carrier or supplier and explain the appropriate repair, replacement or refund arrangements.

Where we confirm a wrong, damaged-on-arrival or defective item requiring return, we will arrange or agree reasonable necessary return shipping costs with you before dispatch. The customer-paid change-of-mind rule does not automatically apply to these cases. The 14-day change-of-mind window and original-packaging condition do not remove rights for faulty or misdescribed goods.

Cancellations and changes

Email us as soon as possible if you need to cancel or change an order. If we can stop an unfulfilled order, we will confirm cancellation and refund the cancelled items to the original payment method. Sending a cancellation request does not itself confirm that dispatch has stopped. If the order has already been dispatched, we will explain the available delivery and return options.

Warranty and optional app upgrades

Products purchased from Eight Sleep HK and delivered to Hong Kong or Macau include two years of warranty service from the date of delivery. Eight Sleep HK manages your case throughout this period and coordinates the manufacturer’s two-year warranty through the relevant Eight Sleep Greater China service channel, subject to the applicable product and regional warranty terms. Contact info@eightsleephk.com with your order number, proof of purchase, product serial number and a description of the issue. After we confirm the return instructions, send the product to the address we provide. We handle communication with the manufacturer, submit and follow up the claim, coordinate assessment and any covered repair or replacement, and arrange shipment back to you. You do not need to contact the manufacturer yourself. Our two-year service commitment is provided by Eight Sleep HK; it does not make us an official Eight Sleep representative. Manufacturer coverage and repair or replacement decisions are assessed under the applicable warranty terms. We remain responsible for our commitments as the seller and do not transfer those obligations to the manufacturer.

Optional paid app upgrades are separate purchases from the app provider and follow that provider’s cancellation and refund terms.

Questions or payment disputes

Contact us with your order number so we can investigate an unfamiliar charge, delivery problem or refund question. Keep your order confirmation and correspondence. Contacting us does not waive or restrict your rights to seek assistance from your bank, payment provider or a consumer authority. A return or refund is not conditional on giving up those rights.