Terms & Condition

Terms & Condition (22 June 2019) 

This website is operated by Dr.Alstone Sdn. Bhd. (the “Company”). Throughout the site, the terms “we”, “us” and “our” refer to the Company. The Company, “Dr.Alstone®”, 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. 

When you use dralstone.com or you send an email to Dr.Alstone®, you are communicating with us electronically and therefore consent to receiving communications from us electronically. Dr.Alstone® will be communicating with you by email or by posting notices on the website and/or social media channels. 

Images of people, products and places on this website are either property of Dr.Alstone® 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 Dr.Alstone® or its licensor, partners or affiliates and are protected by Malaysian and international copyright laws. Any unauthorized 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. 


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

Any Dr.Alstone® product, or any part of Dr.Alstone®, 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 utilize framing techniques to enclose any trademark, logo or other proprietary information (including images, videos, text, page layout or form) of Dr.Alstone® without express written consent. You may not misuse Dr.Alstone® services. 

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. 


Dr.Alstone® purchases are shipped to customers for free (applicable only to both West and East Malaysia). The delivery is made by a third-party transporter through an arm’s length agreement. In purchasing this product, you agree to accept delivery of the product. If you are not able to accept delivery, you must advise Dr.Alstone® before a delivery is attempted. Delivery dates and times are entirely subject to availability and scheduling by local transporters and not Dr.Alstone®. Local transporters will usually contact customers after their purchase to arrange the delivery but this is wholly subject to transporters

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). 



  1. You shall pay for the product in full at the time of ordering by supplying your credit card details from a credit or debit card company acceptable to us, which we require in order to process your order. 
  2. You must be fully entitled to use that card or account. The card or account must have sufficient funds to cover the proposed payment to us. 
  3. Only buyers making minimum purchases amounting to RM500 or RM1,000 will be entitled to make payment for the order by means of the credit card easy payment scheme. See more details here. 
  4. The minimum purchase amount is subject to change by Dr.Alstone® or your credit card issuing bank without prior notice. 
  5. When you choose to apply for the credit card easy payment scheme, the transaction shall be handled by iPay88. You will be offered from   the option of converting your purchase to the credit card easy payment scheme. You shall only be entitled to the credit card easy payment scheme upon verification and approval by Dr.Alstone® or iPay88. 
  6. The status and tenure of your credit card easy payment scheme is subject to your credit card issuing bank’s approval. 
  7. The approval for a credit card easy payment scheme is subject to your available balance and credit availability on your credit card account, Dr.Alstone® has no decision-making power whatsoever in granting this approval. 
  8. Each credit card easy payment scheme may be charged a processing fee and additional finance charges by the relevant credit card issuing bank. This fee shall not be refundable, even if the purchase transaction is terminated, regardless of the reason for termination. 


Dr.Alstone® reserves the right without prior notice to discontinue or change specifications on products and services offered on this website. Dr.Alstone® 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. 


  1. a) Dr.Alstone Mattress
    Dr.Alstone®  mattresses are covered by a 10-year limited warranty, from the date of delivery or collection. This warranty is not transferable and covers only the original purchaser who continues to be the owner of the product. 

    This warranty covers the following:

  1. Should any defects occur within the first-year of purchase, at the discretion of the company, there will be no charge for the repairs or replacement of the parts. Thereafter, there will be a charge for the transportation and service fees.
  2. Defect of a structural or manufacturing nature, including physical flaws in mattress causing the foam materials to split or crack. 
  3. Deterioration resulting in a visible indentation or sag of one (1) inch (25mm) or larger when no weight is applied onto the mattress; which has to be supported by a suitable foundation and center support, or equivalent to the usage of a minimum of 5 cross slats. 
  4. All mattresses will show a body impression after use and this is unavoidable as the upholstery settles. It IS NOT an indication of any structural failure in your mattress. 
  5. The cover of the mattress is EXCLUDED from this warranty
  6. Wires that are loose, broken or protruding through fabric. 


  1. b) Dr.Alstone Pillows
    Dr.Alstone® Pillows are covered by a 2-year limited warranty from the date of delivery or collection.

    This warranty covers the following:

  1. Should any defects occur within the first-year of purchase, at the discretion of the company, there will be no charge for the repairs or replacement of the parts. Thereafter, there will be a charge for the transportation and service fees.
  2. Defects of a structural or manufacturing nature, including structural flaws in the pillow causing the foam materials to split or crack, despite normal usage and proper handling. 
  3. Deterioration resulting in a visible indentation or sag of 50 mm or larger when no weight is applied onto the pillow. 




  1. This warranty is not transferable. Please retain your original purchase invoice for verification. 
  2. During the warranty period, transportation costs for delivering the replacement will be borne by the customer. 
  3. In case an identical model or material is not available for a replacement, Dr.Alstone® reserves the right to substitute a comparable model or material, and any price difference shall be borne by the customer.
  4. Repaired or replaced items are subject to the same Warranty as the original items, such that its warranty term begins on the delivery / collection date of the original item that was purchased.
  5. All transportation charges incurred must be borne by the purchaser, unless explicitly stated.
  6. This warranty is only applicable only to mattresses SOLD AND USED WITHIN MALAYSIA. For customers residing outside of Malaysia, please refer to the seller for any warranty covered by them. 
  7. This Warranty does not cover items such as, but not limited to: 
    1. Beddings that are sold “as is”. 
    2. Individual comfort preferences such as firmness, texture and feel. 
    3. Deformity or damage to the mattress caused by improper washing, drying or high temperature treatment.
    4. Odour (some of the mattress can have a natural odour).
    5. Minor manufacturing discrepancies (i.e. sagging of no more than 1 inch) or cosmetic flaws. 
    6. Mattress dimensions within the accepted tolerance of +/- 2 cm on the quoted size. 
    7. Usage outside Malaysia. 
  1. This warranty is deemed void if: – 
  1. The mattress is used on a base with inadequate support. Bedsteads with old designs (slat design) are not able to provide sufficient support and have caused many cases of new mattresses collapsing. 
  2. The mattress is found to be torn or mutilated beyond reasonable daily usage and fair wear and tear. 
  3. The mattress is exposed to  physical abuse and improper use such as a prolonged sitting on the mattress’ s edges, bending, folding, standing or jumping on the mattress resulting in damage to its structure and / or cover material, including but not limited to cuts, tears, stains, soiling.
  4. The label is removed, altered or tampered with. 
  5. The mattress is exposed to direct sunlight or soiled in unsanitary conditions. 




  1. The warranty period commences on the date of mattress purchase, and shall NOT be extended or restarted should the mattress be replaced or repaired. 
  2. Please notify your retailer of any impending complains and claims. 
  3. Do not allow children to play or jump on the mattress as this will shorten its service life. 


  1. Dr.Alstone® 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 Dr.Alstone® is not as described, your sole remedy is to return it in an unused condition. 
  2. Dr.Alstone® 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. 



  1. Any dispute or claim relating in any way to your use of Dr.Alstone® services or to any product sold by Dr.Alstone® through its website or different channels will be resolved by arbitration, rather than in court. 
  2. Dr.Alstone® 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. 


Within 100 days of purchase, if for whatever reason you are not completely satisfied with your Dr.Alstone®, let us know and we’ll arrange for your mattress to be picked up from your residence. Your total payment to Dr.Alstone® Malaysia Sdn. Bhd. will be refunded. 

  1. To be eligible for a return, you must be a full-paying customer and have been sleeping on your mattress for at least 30 days before you can initiate the return. It takes 3-4 weeks for your body to adjust to a new mattress, so this is why we ask you to try the mattress for at least 30 days
  2. If the mattress was not purchased from DrAlstone Sdn. Bhd., it is not eligible for a return or a refund. 
  3. To make a return request, send an email with your order number and reason for returning to support@dralstone.com. 
  4. To complete your return request, we require a receipt or proof of purchase and for you to be available for the scheduled pickup time. 
  5. If you are not reachable or do not respond to our attempts to contact you with regards to your return request after the 100 nights trial period, you are no longer eligible for a return. 
  6. The 100-night trial is limited to one per household and cannot be used to exchange a mattress for another size. You are not eligible for a return if you have ordered the wrong size, want to change the size, upgrade or downgrade. 
  7. If the mattress has been damaged or stained to the extent that our charity partners refuse it, you will not be granted a return or refund. The returned mattress should be in reasonably good condition, even though it will not be resold. 
  8. The mattress must be wrapped up adequately using its original plastic (or any other plastic that serves the same purpose) in order to avoid the product from getting damaged or dirty during transportation. 
  9. Pick up address must be the same as delivery address and return is only valid in territories where Dr.Alstone® sells and ships. 
  10. If you pre-order a product due to an out-of-stock at the moment of the purchase, the 100 days count will start from shipping date. 


Deliveries to East Malaysia will take 10 – 15 business days when the item is in stock. We charge an RM199 logistics fee on each item for returns from East Malaysia. 

We offer a 30-night trial for all of our pillows. This means you can try the pillow for a full 30 nights in your own home before deciding if you’re happy with your purchase. The trial period starts on the delivery or pick-up date of your pillow. 

  1. If you are not fully satisfied with your pillow within the 30-night trial period, you may contact us to arrange the return. Kindly send an email at support@dralstone.com. 
  2. To be eligible for a return we only request that you first try your new pillow for at least 7 days before submitting a return request, as it can take some time for you to adjust to a new pillow. 
  3. Pillows must be returned wrapped in the original plastic or any suitable plastic that can protect it from dirt and damages. 
  4. An administration fee of RM30 per item will be charged for the shipping cost. 
  5. A full refund (with the deduction of the administrative fee mentioned above) will be issued once the returned pillow has been received. 
  6. 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. 
  7. A valid proof of purchase (such as your order confirmation email) is required for all return or exchange requests. 
  8. Any products delivered outside Malaysia are not eligible for returns. 
  9. Our 30-night trial is limited to a one-time return or exchange of up to two (2) pillows per customer / household. If you order a new pillow after having returned pillows before, the 30-night trial will not apply on your next pillow order / exchanged pillow. This applies to all new orders from the same customer or delivery address. Customers may be identified by customer name, delivery address, phone number, email address, or other means. 


We will refund your money after we have received the mattress back at one of our warehouses or associated charities. The refund will be sent to the card or in the account that you have used to purchase it. 

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