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WARRANTY

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WARRANTY

Deoketti mattresses come with a non-transferable 10-year warranty for the original purchaser, starting from the delivery and collection date.

DEOKETTI MATTRESS

Deoketti mattresses are covered by a 10 years warranty, from the date of delivery and collection. This warranty is not transferable and covers only the original purchaser who continues to be the owner of the product.

This Warranty Covers:

  • Defect of a structural or manufacturing nature, including physical flaws in mattress causing the foam materials to split or crack.
  • Deteriorating results in a visible indentation or sag of 50mm or larger when no weight is applied onto the mattress.

DEOKETTI PILLOW

Deoketti pillows are covered by a 1-year warranty from the date of delivery or collection.

This Warranty Covers:

  • 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.
  • Deterioration resulting in a visible indentation or sag of 50 mm or larger when no weight is applied onto the pillow.

THIS WARRANTY DOES NOT COVER

  • Individual comfort preferences such a firmness, texture, and feel.
  • Physical abuse and improper use such as 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.
  • Deformity or damage to the mattress caused by improper washing, drying, or high-temperature treatment.
  • Abnormal or non-domestic use of the mattress.
  • Odor (some of the mattresses can have a natural odor).
  • Minor manufacturing discrepancies or cosmetic flaws.
  • Mattress dimensions within the accepted tolerance of +/- 3 cm on the quoted size.
  • Usage outside Malaysia.
  • The mattress zip and cover.
  • The pillow zip and cover.
  • Mattresses and pillows unboxed or unwrapped after 1 month from the delivery date.

ADDITIONAL INFORMATION

All our memory foam pillows are new and have been verified with our strict guidelines, to assure they are certified for use. They may be small holes or have small imperfections, due to the nature of the foam and the manufacturing process. These imperfections in the memory foam pillows are normal, just like a knot on a piece of wood, or a scar on a piece of fine leather. Most importantly, they do not interfere with the comfort of the pillow.

HOW TO CLAIM THE WARRANTY

    1. Drop us an email at customercare@deoketti.com.my with your Order Number, Images of defects, Reason for the warranty claim.
    2. We will review your Warranty claim request with the Production Team for approval or rejection of the claim request (case by case basis).
    3. Upon the warranty approval, and during the warranty period, transportation costs for collection and delivering the replacement product will be borne by the customer (for mattresses RM250 within Klang Valley, RM400 in Peninsular Malaysia, RM1,000 in East Malaysia).
    4. Transportation payment must be completed within 100 days from the warranty request email. Failing to complete the payment within the given timeframe may result in the closing of your warranty case automatically.
    5. We will arrange for the transportation team to collect the defective mattress and arrange a redelivery of the new mattress within a timely manner subject to the delivery location.

    In case an identical model or material is not available for a replacement, Deoketti reserves the right to substitute a comparable model or material, and any price difference shall be borne by the customer. Repaired or replaced mattresses or mattress covers are subject to the same Warranty as to the original mattress, such that its warranty term begins on the delivery/collection date of the original mattress that was purchased.

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