Exchange , Return and Refund Policy

Exchange , Return , Refund Policy:

To qualify for an exchange, the merchandise must be non-clearance, non-customised, strictly unused, undamaged, in resalable condition and with original packaging/ plastic cover intact.

For hygiene reasons, 38 home factor is also unable to accept any exchanges of pillow.

Qualifying merchandise can be return to the 38 home factor warehouse within seven (7) days of to be exchanged for products which are of the same or greater price value within seven (7) days of purchase.

Qualifying merchandise can be return to the 38 home factor warehouse within seven (7) days of purchase for  full refund.

Should you choose to exchange purchased merchandise for another model bearing a higher price, you will be required to top-up the difference in price.

No refunds will be issued for any differences in price should you choose to exchange purchased merchandise for item(s) with price(s) amounting to less than the total price of the exchanged item(s).

38 Home Factor. Ltd. has the full discretion to decide whether any item is in a condition suitable for exchange and reserves the right to reject any returns if they are deemed unfit for exchange.


Should transportation be required, the restocking charges as stated in our Return Policy will apply. The cheque for the refunded items will be presented to the customer at the item pick-up location only if transportation services have been ordered by the customer from 38 Home Factor. and the relevant restocking fees paid for by the customer, or at the 38 Home Factor Warehouse when the item is brought back for a refund. Customers will have to sign some documents in receipt of the cheque refund.

All refunds for orders paid for via cash/cheque on delivery can be collected in the form of a cheque from the 38 Home Factor office. Customers have to be present personally to receive and sign for the refund cheques with photo identification. There will be strictly no mailing out of refund cheques.

Should the customer be unable to be present for the refund collection, a representative may be sent with a letter of authorisation containing the representative’s full name and I/C number and signed by the customer. The representative’s I/C and customer’s I/C have to be presented for verification purposes.

Should you have made the initial payment through online credit card payment, you should return the products for refund via the above-mentioned return methods, and allow 5-7 working days for the refund amount to be credited to your account.