ErgoLab's 90-Day Return & Refund Policy
At ErgoLab, we’re committed to ensuring every customer enjoys true comfort and confidence with their purchase.
If you’re not completely satisfied, we offer a 90-Day Return & Refund Guarantee — with clear hygiene and packaging standards to protect all customers and our donation partners.
Return Eligibility (Within 90 Days)
You may request a return within 90 days from the date of purchase if all of the following conditions are met:
- The item must be returned in its original packaging, including:
- Original product box
- Outer courier bag or protective wrapping
- Clearly labeled with Order ID + “RETURN”
- The product must be clean, unused, and free from:
- Stains
- Damage
- Odors
- Any form of contamination
- All accessories and inserts must be included (e.g. pillow bags, product cards, tags).
- Proof of purchase (Order ID or receipt) is required.
- Return requests must not only be submitted within 90 days, but must also be fully completed, verified, and received by our warehouse within the same 90-day return window.
- Submission of a return request form alone does not constitute an approved or eligible return.
⚠️ Any return that does not meet the above conditions will be strictly rejected and will not be eligible for refund.
Trial Program Fair UseTo ensure fairness and prevent misuse of our 90-Day Trial program:
- ErgoLab reserves the right to limit the number of approved return claims per customer, household, or delivery address.
- Repeated or excessive return requests may be subject to additional verification, rejection, or restriction.
- Any suspected abuse of the trial program may result in refusal of future return requests.
Return Process
1. All return requests must be submitted via the official Return Request Form.
Incomplete or partial submissions will not be processed.
👉 [Open Return / Refund Request Form]
2. Customers are required to upload clear photo verification including:
- Pillow (front & back)
- Pillow packed inside its original box
- Outer packaging with Order Number + “RETURN” written clearly
- Courier bag ready for shipment
3. Only after verification approval will return instructions be provided.
Unauthorized returns will not be accepted.
4. Customers must ensure the item is shipped and received within the 90-day return window. ErgoLab does not accept responsibility for delays caused by customer inaction, including but not limited to delays in submission, packing, or shipment.
5. Once the item passes inspection, refund (100%) will be processed within 5–7 working days to the original payment method.
Non-Returnable Items
For hygiene and safety reasons, returns are not accepted for:
- Items returned without the original packaging
- Products with stains, damage, or odors
- Complimentary or free gift items
- Returns received after the 90-day return window
Change of Mind / Buy Wrong
Please note that returns due to change of mind, incorrect selection, or personal preference are not guaranteed and may be subject to rejection or alternative resolution at ErgoLab’s discretion.
Our Commitment
Every verified return is inspected and donated through our official ErgoLab Charity Program, ensuring your returned pillow helps someone in need.
We deeply appreciate your understanding and cooperation in maintaining these standards.
For any questions, contact us at hi@ergolab.com.my
