This website is operated by Orthosleep Malaysia Sdn Bhd – 1238787U (the “Company”). Throughout the site, the terms “we”, “us” and “our” refer to the Company. The Company, Orthosleep, offers this website, including all information, tools and services available from this site, to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here. By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions, including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including, without limitation, users who are browsers, vendors, customers, merchants and/or contributors of content.

Communication

When you use Orthosleep’s website or send an email to Orthosleep, you are communicating with us electronically and therefore consent to receiving communications from us electronically. Orthosleep will communicate with you by email or by posting notices on the website and/or social media channels and/or text messages/WhatsApp. You agree that all agreements, notices, disclosures and other communication that Orthosleep provides to you electronically satisfy any legal requirement that such communication be in writing.

Privacy Policy

We have adopted a privacy policy that you should read in order to fully understand how we collect and use your information.

Copyrights

Images of people, products and places on this website are either property of Orthosleep or our licensor. Unless otherwise noted, all contents included on this website (graphics, logo, text, design, photographs, video, button icons, digital brochures, images) are the property of Orthosleep or its licensor, partners or affiliates and are protected by Malaysian and international copyright laws. Any unauthorised use of any content or materials on this site is strictly prohibited and may violate copyright and trademark laws, and/or the laws of privacy, publicity and/or communications regulations and statutes.

Promotions and Promo Codes

From time to time, Orthosleep may offer promo codes which may apply to any, or certain specified purchases made through our website. We are strictly not obligated to inform you of any upcoming promotions or promo code beyond the current or existing promotion or promo codes. Every promotion and promo code will be subject to specific terms & conditions specified at the time the promo code is issued (including but not limited to the duration of the promotion’s or promo code’s validity) in addition to those mentioned in these Terms.

If you have made a purchase on our website before a promotion is announced, Orthosleep is not liable to extend the same promotion to you in the interest of fairness to our other customers.

We have several ways of notifying the public of our promotions or promo codes – we may send you the details via email (if you have signed up for our marketing emails), advertise the promotion on our website via a banner or pop-up message, announce it on our social media channels, or advertise it in any or all of our official partner showrooms listed on our website.

We have the right to refuse you the use of any promotion or promo code once it is expired or fully redeemed. Depending on the promotion or promo code, a promo code may only be redeemed once for each customer. These codes may not be used in conjunction with any other discounts. Only one promotion/voucher/promo code may be used per order.

Free Gifts & Prizes

Any free gift and/or prize offered by Orthosleep in relation to our promotions, contests, goodwill, and any other official events may not be returned, replaced, or resold to Orthosleep for cash or credit value.

During promotional periods, Orthosleep may choose to offer free gifts (for example a free pillow) with a mattress purchase. If you decide to return the mattress within your trial period, free gifts must also be returned. If free gifts are not returned, the full retail value of the gift at the time of purchase will be deducted from your refund.

License

Any Orthosleep product, or any part of Orthosleep, may NOT be reproduced, duplicated, copied, sold, resold, visited or otherwise exploited for any commercial purpose without our express written consent. You may not frame or utilise framing techniques to enclose any trademark, logo or other proprietary information (including images, videos, text, page layout or form) of Orthosleep without express written consent. You may not misuse Orthosleep services.

General Condition

We reserve the right to refuse service to anyone for any reason at any time. You understand that your content (not including credit card information) may be transferred unencrypted and involve transmissions over various networks and changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks. The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

Netiquette

Guidelines for commenting on the Orthosleep Website / Facebook page / Instagram profile / TikTok profile and all other social channels.

Please always treat other users and us as you would like to be treated yourself.

This means:

• Remember that you are speaking to other people and not to a computer

• Remain objective and do not use words or language that may be considered offensive towards Orthosleep or other users

• Respect the opinions of others

• Respect Orthosleep’s business model and operating procedures

In order to preserve order on the pages, we reserve the right to remove comments/content/reviews from any part of the page/website.

Valid reasons for deleting a comment include:

• The comment has been recognised as SPAM

• The comment is written in a language other than English and Malay

• The comment is inappropriate or offensive or misleading or irrelevant towards Orthosleep

• Racist, sexist or discriminatory statements

• Encouraging violence

• Hate propaganda or pornography

• Advertising misuse

• Copyright violation

• Negative comments identifying Orthosleep employees

Data protection is important to us. As such, we will remove any comments in which personal information such as full names, phone numbers, addresses or emails are shared. Please send personal information via email to support@orthosleep.com

Product Availability

Orthosleep reserves the right without prior notice to discontinue or change specifications on products and services offered on this website without incurring any obligations. Orthosleep cannot guarantee product availability for all products at all times. Estimated back-in-stock dates are not guaranteed or confirmed. Customer purchases and orders are fulfilled on a first-come, first-served basis.

Warranty

All our mattresses are covered by a 15-year warranty for mattresses purchased after 1st January 2026.

For mattresses purchased before 1st January 2026, Orthosleep Original and Orthosleep Lite mattresses are covered by a 10-year limited warranty (15-year for Orthosleep Luxe Hybrid mattress) from the day of delivery.

Accuracy of Information

Orthosleep attempts to be as accurate as possible. However, we do not warrant that product descriptions or any content of services are accurate, complete, reliable, current, updated or error-free.

If a product offered by Orthosleep is not as described, your sole remedy is to return it in an unused condition.

Because colours displayed depend on your monitor, Orthosleep cannot guarantee that your monitor’s display of any colour will be accurate.

Law

Any dispute or claim relating in any way to your use of Orthosleep services or to any product sold by Orthosleep will be resolved by arbitration rather than court.

All dispute resolution proceedings will be conducted only on an individual basis and not as part of a class or representative action.

Shipping & Delivery

Orthosleep delivers to Peninsular Malaysia for free via third-party delivery services.

Delivery timelines:

• 1–4 working days in Klang Valley

• 4–6 working days outside Klang Valley

• 7–14 working days in East Malaysia

Delivery timing depends on third-party logistics partners.

During peak seasons such as:

• Hari Raya

• Christmas

• Chinese New Year

delivery times may be longer.

Orthosleep is not responsible for delays caused by third-party delivery partners.

If a scheduled delivery fails because the customer is unavailable, RM150 compensation fee may apply.

Orthosleep is not responsible for loss of items once delivered.

Price & Payment

Price

Prices displayed on the site include shipping and taxes.
All transactions are processed in MYR (Malaysian Ringgit).

Payment

Payments processed via Shopify are protected using PCI-DSS encryption standards used by:

• Visa

• MasterCard

• American Express

• Discover

Credit card data is stored only as long as necessary to complete the purchase transaction.

0% Instalment Plan with Payex and EZBeli

Orthosleep offers instalment plans up to 60 months through:

• Maybank

• UOB

• CIMB

• Hong Leong

• Public Bank

• RHB Bank

• AmBank

• OCBC Bank

• Affin Bank

Minimum purchase requirement: RM500 – RM1000 depending on bank.

Approval depends on credit limit and bank approval.
Orthosleep does not approve or reject credit applications.

Signature Mattress Trial Policy

Orthosleep offers a 200-night trial for:

• Orthosleep Lite Plus mattress

• Orthosleep Original mattress

• Orthosleep Luxe Hybrid mattress

Applicable to mattresses purchased after 1 January 2026.

Customers must sleep on the mattress for at least 25 days before requesting a return.

Returns must include:

• Proof of purchase

• Original packaging protection

• Mattress in good condition

If the mattress is stained or damaged, refund may be rejected.

Pickup rescheduling may incur RM150 fee.

Cancellations & Refunds

Order cancellation before fulfilment:
A 5% transaction fee applies.

Once the order is out for delivery, cancellation is not allowed.

Refunds are processed within 30 working days to the original payment method.

Mattress Disposal Add-On

Optional service: RM200 per mattress

Service conditions:

• Available only in Klang Valley

• Available only on Saturdays

• Covers one mattress per order

Customers must ensure:

• Mattress is cleared of sheets

• Easy access for removal

• Building approvals arranged

If disposal cannot be completed due to customer-side issues, fee remains non-refundable.