Stephanie Chan
I am extremely disappointed with my experience with Epitex. I purchased a premium Brace White Contour Pillow from their Jurong Point store, and after less than one year of normal use, the pillow started shedding white particles. When I went to the store for assistance, the staff did not even check my purchase details. They immediately blamed me, saying it was “human error” and that I must have exposed it to the sun, which is completely untrue. They also told me there is no warranty at all, even though the pillow was purchased from their store. I contacted Epitex HQ and shared photos. Their response: ✔ They admitted the issue but claimed it was due to “environmental factors,” not a defect. ✔ They said their exchange policy is only 1 month, which was never communicated when I bought the product. ✔ They refused to offer any replacement or even a goodwill discount. For a brand that promotes quality and durability, this experience is unacceptable. A premium pillow should last more than one year without falling apart. If you are considering Epitex, please note that they do not stand behind their products and offer no meaningful warranty.