In short
Unopened, still-sealed items can be returned within 14 days. Opened mattresses and pillows cannot be returned for change of mind, for hygiene reasons. Anything faulty, damaged or wrongly supplied is our problem to fix, and your rights under Singapore law always apply.
Changed your mind — unopened items
If you have not opened the packaging, you may return an item within 14 days of delivery for a refund. The item must be unused, in its original sealed wrapping, and in a resaleable condition.
We collect the item from you. A S$30 collection fee applies and is deducted from your refund, so if you paid S$599 you would receive S$569 back.
Refunds are made to the original payment method within 14 working days of us receiving the item back.
Opened mattresses and pillows
Once a mattress or pillow has been unwrapped and slept on, we cannot accept it back for change of mind. Bedding is a personal hygiene product and a used mattress cannot be resold or safely re-issued to another customer.
We do not currently offer a home sleep trial. Please use our size guide, read the product descriptions carefully, and message us on WhatsApp before ordering if you are unsure which firmness suits you — we would much rather help you choose correctly than have you stuck with the wrong mattress.
Faulty, damaged or wrong items
Check your delivery when it arrives. If an item is damaged in transit, or we have sent the wrong product, tell us within 48 hours on WhatsApp with a photo and we will collect and replace it at no cost to you.
If a manufacturing defect appears later, it is covered by the warranty below. Under the Consumer Protection (Fair Trading) Act, a defect found within six months of delivery is presumed to have been present at delivery unless we can show otherwise, and you are entitled to a repair, replacement, price reduction or refund.
What the 10-year mattress warranty covers
For ten years from delivery, we cover manufacturing and structural defects: sagging or body impressions deeper than 25mm measured on an unweighted mattress on a proper base; broken, loose or protruding springs; and split seams or failed stitching that is not caused by misuse.
We will repair or replace the mattress. If the same model is no longer made, we will supply the nearest equivalent.
What the warranty does not cover
Normal softening and the gradual body impression that comes with use, where it is less than 25mm. Comfort preference — a mattress being firmer or softer than you hoped is not a defect. Stains, soiling, burns, tears, pet damage, or any damage from misuse, standing or jumping on the mattress.
Damage caused by an unsuitable base: mattresses must be used on a firm, flat, fully supportive base or slats no more than 75mm apart. Using a sagging or broken base voids the warranty.
Removal of the care and law label, which identifies the product. Normal wear on covers and fabric. Any item bought second-hand, used commercially, or moved to a different owner.
[[CONFIRM these exclusions with the supplier — the 25mm sag threshold and 75mm slat spacing are industry-standard figures and should be checked against the actual manufacturer warranty.]]
Made-to-order items
The Adjustable Mattress & Frame is built to your chosen size, finish and comfort layers. Once production begins, the S$500 deposit is non-refundable, because the item cannot be resold to anyone else. Before production starts, the deposit is fully refundable — message us as soon as possible if you need to change or cancel.
This does not affect your rights if the item arrives faulty or does not match what you ordered.
Mattress disposal service
The S$30 disposal service is refundable up until the collection takes place. Once we have taken your old mattress away, the service has been performed and the fee is not refundable.
Registering your warranty
You can register your warranty online at porsse.com/warranty. Registration takes a minute and records your product, size and delivery date against your contact details, so a claim can be handled without you having to find paperwork years later.
Registration is a convenience, not a condition. Your warranty is valid whether or not you register it, provided you can show proof of purchase — an order confirmation, invoice or receipt. Nothing here limits your rights under the Consumer Protection (Fair Trading) Act or the Sale of Goods Act.
Keep your registration number and your proof of purchase together. Quoting the registration number when you contact us is the fastest route to a resolution.
How to make a claim
Message us on WhatsApp at +65 8904 6550 or email hello@porsse.com with your order reference, a description of the problem, and photographs. For warranty claims, please include a photo of the mattress on its base and a measurement of any sagging taken with nothing on the mattress.
We aim to respond within two working days.
Your rights under Singapore law
This policy sits alongside your statutory rights and does not replace them. Under the Consumer Protection (Fair Trading) Act you may seek a repair, replacement, price reduction or refund for goods that do not conform to contract. If we cannot resolve a dispute between us, you may approach the Consumers Association of Singapore (CASE).