Warranty Policy

After- Sales Service Policy

1. Customers register for the product warranty by scanning the QR Code attached to the quality label on top of the mattress.
2. If there is a problem with the product, please contact the salesperson immediately or within 14 days from the date of receipt of the product.
3. The company reserves the right to accept the return of the product and refund in all cases.
4. The company reserves the right to change the model and size of the product with conditions according to the period of use and with a minimum charge of 2,000 baht.
5. When contacting to request after-sales service, customers must show the receipt and this document.
6. The product warranty policy covers only the mattress structure and base. The company will repair or replace only damaged materials.
7. The warranty policy does not cover the cover, accessories, free gifts, and damage from mold, termites, moths, ants and all types of insects, intentional damage, and misuse.
8. Customers can study more details about the warranty at www.slumberland.co.th/en or www.vono.co.th/en

Scope of warranty after 14 days

Policy and Scope Slumberland Product Warranty within 14 days from the date of receipt of the product

Warranty Policy “Product” shall mean “Slumberland mattress, Slumberland Divan and Slumberland Bedding Set”

Slumberland mattress products

cover the mattress structure and mattress fabric cover

Slumberland divan products

cover the base, headboard and accessories such as legs, nuts, and wheels

There is a warranty limited only for defects as follows:

• From manufacturing defect, including sewing that is not up to standard quality, spring system or wood structure that is loose, broken, the product has a strong smell that causes eye irritation, defects from moisture, termites, moths, ants, insects and fungi, various bacteria. However, the mattress warranty does not cover the use of the mattress with an inappropriate base, such as using it with slatted base.
• From transportation defect, including torn, dirty bags, incomplete installation, products that do not comply with the purchase conditions.

If a problem is found, you can file a claim within 14 days from the date of receipt of the product. If it exceeds the 14-day period, the warranty is in accordance with the warranty policy after 14 days from the date of receipt of the product.

Slumberland bedding products

Covers products, bed sheets, duvets, pillowcases, bolster pillows, bolster pillows and other accessories.

The warranty is limited to the following defects:

• From manufacturing including substandard sewing
• From transportation, including torn, dirty, and non-compliant packaging.

The product must be in perfect condition and has not been cleaned and/or used. If a problem is found, a claim can be made within 14 days from the date of receipt of the product. If it exceeds the 14-day period, the company reserves the right to guarantee the product.

Service in case of defects from production and/or transportation within 14 days from the date of receipt of the product

• The company will repair or replace damaged structural materials, including reserving the right to use other materials with similar quality as a replacement.
• In case the materials cannot be repaired, the company will replace the new product with the same model and size for the customer.
• The service is free of charge.

Request for product return and refund

The company reserves the right to request for product return and refund in all cases.

Request for product claim within 14 days from the date of receipt of the product

• Customers can contact the sales staff at the point of sale where the customer purchased the product.
• Customers must present the receipt and temporary delivery note/delivery note or tax invoice/delivery note

Scope of warranty after 14 days

Policy and Scope of Slumberland Product Warranty after 14 days from the date of receipt of the product

Warranty Policy “Product” shall mean “Slumberland Mattress and “Slumberland Divan” Remark: Bedding products include bed sheets, duvets, pillowcases and bolsters, and bolsters. They are not covered by the warranty after 14 days from the date of receipt of the product.

Slumberland Mattress product.

The warranty covers only the main structure of the mattress, excluding the topper, cover and other layers of materials.The scope of the warranty only covers defects from manufacturing and normal use, including:

• Spring structure, wires, spring, loose, broken, causing the mattress to tear, the mattress collapses > 1.5” (38mm.)
• Non-spring structure (Non-Spring Mattress) such as foam mattress, latex mattress collapses > 1.5” (38mm.)
• The warranty period varies depending on the mattress structure system.

Structure type and warranty period

Slumberland Divan Products

The warranty covers only the base structure, excluding the headboard and other equipment.

The warranty is limited to manufacturing defects and normal use, including:

• Main structure 5-year warranty from normal use, including broken springs or wood structure
• The company reserves the right to reserve legs and other equipment used with each divan model for sale in case of damaged equipment.

Service under the product claim conditions after 14 days from the date of receipt of the product

• The warranty covers only defects from manufacturing or materials that affect normal use. It does not cover the mattress cover and topper layer.
• The company will repair or replace damaged structural materials, and reserves the right to use other materials with similar quality as replacements within the warranty period.
• The company will repair with using the customer's original mattress cover.
• If the customer wants to change the cover, you can see additional conditions in the "Product Exchange Policy".
• The company reserves the right to replace a new product.
• In requesting a product claim, the product claim staff will contact and coordinate with the customer according to the operating procedures, which are requesting information, requesting product photos, photos of the house to consider transportation, and other necessary information. After that, the product will be received for repair and returned in order.
• The Company reserves the right to procure and deliver replacement mattresses during the period of product repair.
• The staff will follow up and request customer information to be used for consideration within 14 days. If the company does not receive information within the specified time, the company reserves the right to close the service for reporting the claim in such case.

Product Return and Refund

The company reserves the right to request a product return and refund in all cases.

Product claim notification process after 14 days from the date of receipt of the product

Customers can notify product claims through the following channels:

• Claim notification via the website WWW.SLUMBERLAND.CO.TH/EN > our services > product claims. Fill out the form.
• Contact the company's product claim officer atฯ 02-987-8000 ext. 151 – 152 Monday - Friday 8.00 - 17.00 hrs.
• Contact the sales officer at the point where the customer purchased the product to request a QR Code to scan and fill out the product claim request form

1. When the customer has completed the online product claim request form, the product claim officer will receive the product claim request form and will contact back within 3 days after receiving the information. However, the contact will be made only on Monday - Friday from 8.00 - 17.00 hrs.
2. The product claim officer will request additional information for consideration according to the company's policy and proceed with the receipt and delivery of the product for repair and return. The officer will inform the date of the product pick-up and return according to the delivery round.
3. If the customer is not convenient to provide information and photos within 14 days from the date the officer receives the information, the claim case will be canceled. If the customer still insists on requesting a claim, proceed to fill in the claim information again.
4. After repairing or replacing the product, the company reserves the right not to extend the warranty period from the original and not to start a new warranty period.

Product exchange request Changing the model - size of Mattress, Divan and Bedding Accessories within 14 days from the date of receive product

In case the customer wishes to request to change the model and size of the product within 14 days from the date of receipt of the product, it can be done under the following conditions:

• Customers can contact to exchange the product at the point where the customer purchased the product under the Slumberland brand only.
• Customers can change the model or size of the product only 1 time/unit.
• Exchanges for mattresses or divan can be done only 1:1 unit. The company reserves the right to use the total price of more than 1 product for the exchange and must be the same product
• Requesting to exchange products has a minimum cost of 2,000 baht/unit and depending on the price of the product that the customer exchanges.
• The company reserves the right to refund the difference in the event that the customer exchanges for a cheaper product.
• Customers must pay an additional product exchange fee if the value of the product to be exchanged is higher than the original product.
• The company reserves the right to request to change the model, size and color of bedding that has been cleaned and used.
• The company reserves the right to request a change of model, size and color of any product ordered by the customer to a special size.

Product exchange after 14 days from the date of order

Mattress product exchange

In the event that customers wish to request a mattress exchange after 14 days from the date of receipt of the product, this can be done under the following conditions:

• The cost of product exchange is calculated from the actual product price according to the receipt and the duration of use of the mattress, as follows:

  Period from the date of receipt of the product,

  The remaining value of the product is calculated as (%) From the price that the customer bought the product

  15 – 30 Days

  80%

  31 – 60 Days

  70%

  61 – 90 Days

  60%

  91 Days – 1 Year

  50%

  >1Year to 50% warranty period

  30%

  >50% of warranty period

  10%

• Mattress exchange transportation fee is 2,000 baht/mattress.
• There are 2 expenses in the exchange process: the exchange fee and the shipping fee.
• Calculating the price of new products should use the standard product price at the point of sale that does not participate in discounts and promotions of the department store, Slumberland Gallery and/or dealer stores.
• The company reserves the right to refund the price difference in the event that the customer exchanges the mattress at a price lower than the remaining value
• The request to exchange the mattress can be made only 1 time/mattress.
• The exchange of the mattress can be made only 1:1 mattress. The company reserves the right to use the total price of more than 1 item for the exchange.
• After the exchange, the company reserves the right not to extend the warranty period from the original and not to start a new warranty period.
• The company reserves the right to request to exchange the mattress model after 14 days from the date of receipt of the product only for products that are damaged by the structure and meet the conditions for requesting a product claim according to the warranty policy.
• Customers who wish to exchange products can contact the product claim staff to request a new mattress exchange. They can inquire about the details and cost of changing the product before repairing the product. If the product has been repaired, the company reserves the right to exchange products.

Changing the mattress cover

• The company reserves the right to change the mattress cover for general customers
• The company will change the mattress cover for customers who have made a mattress claim according to the warranty policy only.
• The cost of changing the mattress cover depends on the model and size of the product. Customers can inquire from the product claim officer.
• If the customer who has made a claim wants to change the mattress cover, they can inform the product claim officer and transfer the money to pay for the change of the cover to the company by sending the money transfer slip as evidence before repairing the product.
• After changing the mattress cover, the company reserves the right not to extend the warranty period from the original and not to start a new warranty period.

Changing the Divan Product

The company reserves the right to request a change of the divan product in all cases.

Requesting a return of the product and requesting a refund

• The company reserves the right to request a return of the product and requesting a refund in all cases.

What is not covered by the warranty?

• Mattress cover, topper cover color or topper quality that changes due to weather, heat, humidity, liquids, other environments, and sagging due to use over time.
• Changes in the softness or firmness of the material, including recovery periods, which are usually related to synthetic fiber layers, support layers, latex or foam, over time.
• Gift vouchers or accessories, promotional products, all free gifts.
• Misuse or carelessness, such as sitting on the edge of the mattress, standing or jumping on the mattress, using the mattress as an ironing board, placing objects on the mattress for a long time may cause the mattress to sag, damage the edge or frame of the mattress, which is not covered by the warranty.
• Intentional damage.
• Use of the mattress outside of normal use, such as storing the product unused for more than 14 days, using the product in outdoor activities. Use as an ironing board, etc.
• Normal wear and tear, such as a mattress dent less than 1.5 inches (<38 mm.)
• Using an improper bed frame or base, such as a base with insufficient support structure, a base with a snake structure
• Problems caused by the environment, such as humidity, pets, moths, ants, termites, all types of insects, bacteria, fungi
• Damage caused by liquid seepage
• Damage caused by cleaning with a high-powered vacuum cleaner or using cleaning agents
• Damage caused by natural disasters, such as fires, floods, earthquakes, etc.
• Damage caused by repairs or disassembly by persons who are not employees of the company
• Damage caused by improper movement, such as forcing the mattress through a narrow doorway, narrow hallway, elevator, stairs, etc.
• Fluffiness of the mattress cover caused by use or use of a high-powered vacuum cleaner
• Personal health Personal preferences and needs, such as firmness, comfort, and scent
• Products sold on clearance or "as is"
• Products in an unclean condition, such as with blood or bodily fluids, sweat, dirt, and in a condition that is likely to cause infection
• Claims with insufficient information to assess product defects according to company policy

How check to claim?

Conditions for considering that a mattress is sagging due to a structure: Measure the sagging value of the lowest point compared to the highest point (according to Hiding Anders Asia Pacific standards) as follows: