Terms & Conditions

Agreement:

This website is operated by Noctor Malaysia Sdn Bhd (1490547-H), the “Company”. Throughout the site, the terms “we”, “us” and “our” refer to the Company. The Company, “Noctor”, 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 heychillnoctor.com or you send an email to Noctor, you are communicating with us electronically and therefore consent to receiving communications from us electronically. Noctor will be communicating 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 Noctor 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. Here.

Copyrights:

Images of people, products and places on this website are either property of Noctor 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 Noctor 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, Noctor 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 and 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, Noctor 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 code – we may send you the details via email (if you have signed up for our marketing emails, or we may advertise the promotion or promo code on our Website via a banner or pop-up message, or we may announce it on our social media channels, or we may advertise the promotion or promo code in any or all of our official partner showrooms that are 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.

License:

Any Noctor product, or any part of Noctor, may NOT be reproduced, duplicated, copied, sold, resold, visited or otherwise exploited for any commercial purpose without the express of our 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 Noctor without express written consent. You may not misuse Noctor services.

Netiquette:

Guidelines for commenting on the Noctor Website / Facebook page / Instagram 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 Noctor or other users.
  • Respect the opinions of others.
  • Respect Noctor business model and operating procedures.
  • In order to preserve order to 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 repeated posting of the same message or comments posted automatically).
  • The comment is written in a language other than English and Malay and can therefore not be understood by us or our community.
  • The comment is inappropriate or offensive or misleading or irrelevant towards Noctor or other users.
  • The comment includes racist, sexist or other discriminatory statements.
  • The comment encourages violence towards third parties (including institutions or companies).
  • The comment is seeking to distribute hate propaganda and/or pornography.
  • The comment is being misused for advertising purposes.
  • The comment violates the rights of third parties (particularly copyright rights).
  • The contribution contains negative comments on the behaviour or performance of Noctor employees and the employee can be identified by attribution.
  • Data protection is important to us: As such, we will remove any comments in which personal information, such as full names, telephone numbers, addresses or email addresses, is communicated.
  • Please only send this personal information via email to support@heychillnoctor.com

Shipping & Delivery:

Noctor delivers to Peninsular Malaysia for free via a third-party delivery service through an arm's length agreement. In purchasing our product, you agree to the delivery conditions as below:

  • Our promise is we deliver our products in 2-4 working days in Klang Valley, 4-6 working days outside Klang Valley, and 7-14 working days in East Malaysia.
  • The delivery date can be scheduled based on case-to-case basis with a minimum of 5 days of advance notice.
  • Delivery time is subject to our third-party delivery partner's and cannot be scheduled.
  • The delivery time frame may be longer during peak sales seasons such as and not limited to Hari Raya, Christmas, Chinese New Year, and more due to the high demand received by our third-party delivery partner. We will try our best to deliver within our normal delivery time frame, however, as the deliveries are made by a third-party delivery partner, we do not take any responsibility for any late delivery cases during high sales seasons.
  • Purchases made on Noctor are shipped to customers for free within the above-mentioned delivery time frame.
  • Any additional costs to Noctor such as and not limited to on-demand delivery or return pick-up requests on a specific time and date will be charged to the customer in case of a return and deducted from the refund amount.
  • If you are not able to accept delivery, you must advise Noctor before a delivery is attempted.
  • If the delivery is scheduled and you are not at home during the determined time, we reserve the right to charge an amount as compensation fee if the pillow will be returned.
  • Delivery dates and times are entirely subject to availability and scheduling by our third-party delivery partner, and not Noctor. Our third-party delivery partner will usually contact customers after their purchase to arrange the delivery but this is wholly subject to them, and not Noctor.
  • Noctor is not responsible for loss of items once delivered to the shipping address.

IMPORTANT NOTE FOR EAST MALAYSIA SHIPPING: Deliveries to East Malaysia will take 7 - 14 business days when the item is in stock and we charge a shipping fee based on product's weight. Non of the shipping fee needed for any order but a logistics fee will be added on each item for returns from East Malaysia.

Price:

The prices for products available for purchase through the site will be displayed to you on the site. The prices displayed include shipping cost and taxes. There are no hidden prices at checkout and all monetary transactions on the website take place in MYR (Malaysian Ringgit).

Payment:

If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted. All direct payment gateways adhere to the standards set by PCI-DSS, as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. For more insight, you may also want to read Shopify’s Terms of Service or Privacy Statement.

Warranty:

Your new Noctor Pillow Bun is covered by a 1-year limited warranty from the day of the delivery to your house. Please refer to our warranty section in order to fully understand the applied conditions.

Accuracy of information:

Noctor attempts to be accurate as much as possible. However, we do not warrant that product description or any content of services are accurate, complete, reliable, current, updated or error-free. If a product offered by Noctor is not as described, your sole remedy is to return it in an unused condition. Noctor does its best to display product colours shown on its website as accurately as possible. However, because the colours you see depend on your monitor, we cannot guarantee that your monitor's display of any colour is accurate. We will not be held responsible for any discrepancy between the colour displayed and the actual perceived colour for the product itself.

Law:

Any dispute or claim relating in any way to your use of Noctor services or to any product sold by Noctor through its website or different channels will be resolved by arbitration, rather than in court. Noctor and you agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated or representative action.

Free gifts & prizes:

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

During promotional periods, Noctor may choose to offer a free gifts (for example a free sock) with a pillow purchase. If you decide to return the pillow within your 60-night 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.

RM1 Add-On Deals:

Any add-on bundle / promotions offered by Noctor in relation to our promotions, contests, goodwill, and any other official events may not be returned, replaced, or resold to Noctor for cash or credit value.

During promotional periods, Noctor may choose to offer temporary promotion in terms of Purchase With Purchase (for example add-on RM1 to get a pillow mist) with a pillow purchase. If you decide to return the pillow within your 60-night trial period, added-on items must not be returned. Added-on items will be considered as sold in it's original price.

60 nights trial period:

Within 60 days of purchase, if you are not completely satisfied with your Noctor Pillow Bun, let us know by sending an email to support@heychillnoctor.com to inform us. Supporting document such as videos & pictures of pillow has to be provided together. Return Airway Bill will be provided after the pillow return request has been successfully confirmed. You'll need to arrange & bear all costs of return to one of Noctor's listed warehouses. Once we have received the pillow and assessed it to our satisfaction, your total payment to Malaysia Malaysia Sdn. Bhd. will be refunded. Please note that by making a purchase you are also bound to the following conditions:

  • To be eligible for a return, you must be a Noctor customer and have been sleeping on your pillow for at least 30 days. It takes 3-4 weeks for your body to adjust to a new pillow, as such, we require you to try the pillow for at least 30 days before making a return request.
  • If the pillow was not purchased from Noctor Malaysia Sdn. Bhd., it is not eligible for a return or a refund.
  • To make a return request, send an email with your order number and reason for returning to support@heychillnoctor.com / WhatsApp to +6012-291 1987.
  • The 60-night trial will be activated by the day shipment details was fulfilled. For example, shipment was fullfilled on September 20, this day will be counted as the first day.
  • To complete your return request, we require a receipt or proof of purchase.
  • If you are not reachable or do not respond to our attempts to contact you with regards to your return request after the 60 nights trial period, you are no longer eligible for a return.
  • Submitting a return application and shipment of return goods must be completed within the 60-day trial period. If exceeding the period, return application will be permanently deemed invalid.
  • The 60-night trial is limited to one pillow per person and cannot be used to exchange a pillow for another options exp: size, pillowcase & etc. You are not eligible for a return if you have ordered the wrong size, type, want to change the size, upgrade or downgrade your pillow.
  • This is applicable to your first pillow purchase only.
  • Any subsequent pillow you buy from Noctor will not be eligible for 60-nights trial period (e.g. if you buy a Pillow Bun Just Chill Set, you will not be eligible for the applicable trial period on future Just Set or Share Chill Set orders). This applies to all new orders from the same customer. Customers may be identified by customer name, order ID, shipping ID, delivery address, phone number, email address, or by any other means.
  • Any return of 1 pillow from Share Chill Set, you will be consider as buying a Just Chill Set, Therefore, we will deduct the price of the Just Chill Set from the refund amount. Exp: RM698 - RM368 = RM330 will be refunded. Once 1 pillow returned from Share Chill Set, the another pillow will be no longer eligible for return & refund.
  • If we have grounds to believe that you are returning the pillow for reasons other than because you're genuinely dissatisfied with the product we reserve the right to refuse to accept the return, not give you a refund and reserve the right to refuse to sell our products to you in the future.
  • If the pillow has been serious damaged or stained, you will not be granted a return or refund. The returned pillow must be in good condition, even though it will not be resold.
  • To prevent damages or stains, the returned pillow must with it's plastic bag, rounded cylindrical box, & carton box. Besides, returned items must be included user manual booklet, enamel pin & sleeper hero clip & greeting card. Fail these, an amount will be charged as compensation fee.
  • Returned pillows should be in a reasonably good condition, without any damages or stains, otherwise, refunds or exchanges may not be granted. Although returned or used pillows are never resold or re-sent to customers, we donate our returned pillows to local charities, therefore, they must be in good condition.
  • Failing this, Noctor will charge an amount as a compensation fee (for cleaning and repairs purposes) which will be deducted promptly from the refund amount.
  • Return is only valid in territories where Noctor sells and ships.
  • If you pre-order a product due to an out-of-stock at the moment of the purchase, the 60 days count will start from shipping date.
  • Any products outside Malaysia & Singapore are not eligible for return & refund.
  • All return shipping costs is compulsory to be borne by the buyer.

Buttery Soft Pillowcase:

Any Noctor Buttery Soft Pillowcase purchased separately or independently does not qualify for a 60-day sleep trial. Therefore, any pillowcase is strictly non-returnable & non-refundable.

Socks Roll:

Any Noctor Socks Roll purchased separately or independently does not qualify for a 60-day sleep trial. Therefore, any socks roll is strictly non-returnable & non-refundable.

Sleepsoning Pillow Mist:

Any Noctor Sleepsoning Pillow Mist purchased separately or independently does not qualify for a 60-day sleep trial. Therefore, any socks roll is strictly non-returnable & non-refundable.

Order Cancellations:

All cancellation are strictly not allowed after order placed. You are only allowed to replace with same value products / voucher before the order is fulfilled. Once the order has been fulfilled but not delivered yet, the order cannot be replace / exchange.

Refunds:

We will refund your money after we have received the product back at one of our warehouses or associated charities. The refund (in MYR) will be sent to the card or in the account that you have used to purchase it. The refund will be paid within 14 working days.

Changes to this privacy policy:

Noctor Malaysia Sdn. Bhd. reserve the right to update and revise these terms at any time.