Warranty Care & Instructions

10-Year Limited Warranty 

Dr.Alstone's mattresses come with a 10-year limited warranty, covering manufacturing and factory defects, mattress sagging or sinking 3 inches (7 cm) or more (measured without load), structural defects in spring or full foam (not caused by misuse), and product claims valid within the 10-year warranty period.

2-Year Limited Warranty

Dr.Alstone's mattresses come with a 2-year limited warranty, covering manufacturing and factory defects, mattress sagging or sinking 3 inches (7 cm) or more (measured without load), structural defects in spring or full foam (not caused by misuse), and product claims valid within the 2-year warranty period.

Dr.Alstone's bedding accessories warranty that comes with a 2-year limited warranty, covering manufacturing and factory defects, product sagging or sinking more than half (measured without load), sagging defects in the material of bedding accessories (not caused by misuse), product claims valid within the 2-year warranty period.

Warranty Notice

  • Our company will not be held responsible for repairs done outside of our factory.
  • This warranty is not transferrable.
  • Please retain your original purchase invoice for verification.
  • This warranty is only applicable to mattresses SOLD AND USED WITHIN MALAYSIA. For customers residing outside of Malaysia, please refer to the seller or dealer for any warranty covered by them.
  • A fee will be levied for any warranty claims on the specific product. There will be a service charge of 20% of the original product price along with a delivery fee (depending on location) during the warranty claim. The seller has the right to reject any return or exchange if the customer fails to comply with the terms and conditions.
  • The outer cover layer (textile) is EXCLUDED from this warranty.
  • The company reserves the right to substitute materials of equal quality if identical materials are not available at the time of repair or service.

Mattress Warranty Terms

All mattresses will show body impressions as the upholstery settles. THIS IS NOT A STRUCTURAL DEFECT COVERED BY THIS WARRANTY.
The upholstery is intended to provide cushioning and body comfort.
These body impressions and minor side fabric compression are normal and unavoidable over time and do not indicate any defect or structural failure of the mattress.

Bedding Accessories Warranty Coverage

Selected pillows, bolsters, and other selected bedding accessories are covered under a limited warranty against manufacturing defects only.
This warranty does not cover normal wear and tear, changes in firmness or shape, loss of loft, fabric compression, stains, or odours, misuse, improper care, or damage resulting from washing, handling, or storage.
Due to hygiene reasons, bedding accessories that have been washed or have had the brand label removed, altered or tampered with from the original product or packaging are not eligible for return, exchange, or warranty claims unless a manufacturing defect is verified.

Warranty Guideline

You will need to register your warranty by sending us your receipt or invoice from the outlet or dealer to claim for warranty via email at assist@dralstone.com within 14 days from the date of purchase.

Warranty Claim Requirements

In order to claim for warranty, the customer MUST provide clear photos and/or videos as proof, accurate measurements showing sagging of 3 inches or 7 centimetres and above, and the original purchase receipt or order details, subject to inspection and approval by our team. The warranty is non-transferable and applies to the original purchaser only.

This Dr.Alstone warranty covers the following items during normal wear:-

Mattress: 

  • Wires that are loose or protruding through fabric
  • Sagging only if the mattress has been continuously supported by a matching foundation (or equivalent) and used with an appropriate frame and centre support, or a minimum of 5 cross slats.
  • Accurate measurement showing sagging of 3 inches or 7 centimetres and above.
  • Mattress or product label intact

Bedding Accessories

  • This applies only to specific items, such as pillows or bolsters.
  • Abnormal filling defects caused by manufacturing (e.g., uneven filling not resulting from use or washing).
  • Fabric defects can include abnormal tearing or splitting under normal use conditions.
  • The product must be unwashed and in original condition at the time of inspection, unless otherwise approved.
  • Product label must remain intact for warranty validation.

Warranty does NOT cover

  • Normal wear & tear
  • Sheet fit
  • Corner guards
  • Bedding height
  • Comfort preference (too soft / too firm)
  • Service and transportation costs
  • Improper use, misuse, or unsuitable bed base
  • Sagging less than 3 inches or 7 centimetres.
  • Bent perimeter border rods due to moving or bending the sleep set
  • Detected stains, liquid damage, fire damage, signs of pets, physical damage, or issues caused by improper handling and folding.
  • Modifications to the product include removal of the label, alterations, tempering, exposure to sunlight, or soiling in unsanitary conditions.

Note:

Dr.Alstone reserves the right to refuse service and invalidate the warranty when the sleep set, even if defective, is in an unsanitary condition (due to blood or bodily fluid stains or soiling, infestation or other abuse), when the sleep set has evidence of damage from liquid penetration, cleaning or use of cleaning fluids, or whenever the product failure is caused by a factor other than defective workmanship or materials. Allowing the sleep set to be in unsanitary condition may damage the product and invalidate the warranty. For the health and safety of anyone who would be required to dispose of or otherwise handle the sleep set, Dr.Alstone may refuse to inspect such products to assess whether covered by the warranty, in which case, Dr.Alstone reserves the right to deny warranty coverage.

 

 

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