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Napureflex FAQs
Answers About Ordering, Delivery, Warranty & Mattress Care
Customer Support, Returns & Warranty
100-Night Mattress Trial & Returns
How does the Napureflex 100-night trial work?
Napureflex offers a 100-night risk-free mattress trial, allowing you to experience the mattress at home. If it does not meet your expectations within the trial period, you may request a return after 30 day trying due to our body needing time to adapt to a new mattress.
Are there any charges for returning the mattress?
No, it's a free return. For further clarification, please contact Napureflex customer support. You can find our details at the Contact Us page.
Do I need to keep the packaging box or plastic wrap for return?
Yes, please retain the original outer box and all packaging materials when you receive your Napureflex mattress. Keeping it helps ensure safer and cleaner transportation of the mattress during the return process. The mattress must be securely wrapped with the inner plastic packaging to prevent damage or dirt. Failure to adequately pack the mattress could reduce your refund by 15-30% due to potential damages during transit. If you lose the packaging, please contact our customer service for guidance on how to proceed with your return.
How do I request a mattress return?
To initiate a return, reach out to the Napureflex support team via the Contact Us page.
Just email to our support or chat with our customer service, provide us your order details.
Our team will guide you through the necessary steps and provide you with a Return Authorization (RA) number.
When will I receive my refund?
Refunds are processed after the returned mattress has been collected and inspected. Processing time may vary depending on your payment provider, normally within 7 business days.
How do I check for the refund status?
You may reach us at our support email or chat with our customer service.
What happens to returned mattresses?
Returned mattresses are handled responsibly and in accordance with hygiene and sustainability practices. It will either be donated to charity or sent for disposal. You don’t have to worry about buying a mattress returned by someone else.
Mattress Warranty & Claims
What warranty does Napureflex provide?
All Napureflex mattresses come with a 10-year limited warranty that covers eligible manufacturing defects. Full warranty terms are available on the International Warranty page.
What does the mattress warranty cover?
The warranty covers qualifying defects such as abnormal foam deterioration or structural issues, excluding damage caused by misuse or improper handling.
How do I submit a warranty claim?
Warranty claims can be submitted by following the instructions on the International Warranty page. Proof of purchase and supporting images may be required.
Ordering, Payments & Installment Plans
Ordering a Napureflex Mattress Online
How do I place an order online?
You can purchase a Napureflex mattress directly from the product page by selecting your preferred size and completing checkout.
Can I change or cancel my order after placing it?
Order changes or cancellations may be possible before dispatch. Please contact customer support as soon as possible through the Contact Us page.
Payment Methods & Installment Options
What payment methods are accepted?
Napureflex accepts major credit cards, debit cards, FPX online banking, selected e-wallets such as Touch 'n Go eWallet, and supported online payment gateways at checkout. Please select ‘2C2P’ upon checkout to further choose your payment method.
Does Napureflex offer installment plans?
Yes, 0% installment plans may be available with selected banks and credit cards, depending on current promotions and eligibility.
Are installment plans interest-free?
Some installment options are interest-free, subject to bank terms and conditions.
Mattress Delivery, Shipping & Tracking
Shipping & Delivery Information
Is mattress delivery free in Malaysia?
Free delivery is available within West Malaysia.
How long does mattress delivery take?
Delivery timelines will be around 1-5 working days depend on location. Orders within Klang Valley are typically delivered faster, while other areas may take a few working days.
Do you deliver on weekends?
Weekend delivery availability depends on logistics scheduling. Customers will be contacted to confirm delivery arrangements.
Delivery Day & Order Tracking
Do I need to be at home during delivery?
Yes, someone should be available at the delivery address to receive the mattress.
How can I track my mattress delivery?
Once your order has been dispatched, delivery updates or tracking details will be shared by the logistics team.
Mattress Product Information, Setup & Care
Mattress Size, Weight & Specifications
What mattress sizes are available?
Napureflex mattresses are available in King and Queen standard sizes. Exact dimensions can be found on individual product page.
How much does the mattress weigh?
Mattress weight varies by size.
King size = 188cm X 45cm X 45cm = 35kg(Gross Weight)
Queen Size = 158cm X 45cm X 45cm = 31.5kg(Gross Weight)
Detailed specifications are listed on the product page.
Mattress Unboxing & Setup
How long does a Napureflex mattress take to fully expand?
After unboxing, the mattress usually expands completely within 24 to 48 hours.
Share or tag us your unbox magic moment in Tiktok or Instagram, a free gift will be given away for you!
When can I sleep on my new mattress?
You may sleep on the mattress after a few hours, but optimal comfort is achieved once full expansion is complete where it may take around 24 to 48 hours.
Mattress Comfort, Care & Maintenance
Does the Napureflex mattress need to be flipped?
No. Napureflex mattresses are designed as turn-free mattresses, meaning flipping and rotating is not required. Our latex layers are already optimized for comfort and support.
Does the mattress sleep hot?
Napureflex mattresses are made with breathable materials designed to promote airflow and temperature regulation. It is covered with Cool-silk fabric that provides a cool and refreshing sleeping surface for sleepers.
How long can the mattress stay compressed in the box?
For best performance, it is recommended to unbox the mattress as soon as possible after delivery.
The sooner you unbox the better it inflates to its shape. Recommended not to keep more than 2 weeks.
Still Have Questions?
We hope you found the answers you needed in our FAQs. If you still have any questions about Napureflex natural latex mattresses, mattress care, delivery, warranty, payment, or anything else, we’re always happy to help.
Need personalised support or have a specific enquiry?
Visit our Contact Us page for our phone number, email address, and direct ways to reach our team.
Looking to experience our products in person?
Head over to our Our Locations page to view all Napureflex showroom and store addresses.
Get in touch or plan your visit — we’re here for you!