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Terms & Conditions

Agreement

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

Communication

While you browse Xora.com.my or send an email to Xora, you are in direct communication with us electronically and thus will receive responses from us electronically in return. Xora communicates with all users via emails or postings on the website and/or social media platforms. You hereby agree that all agreements, notices, disclosures, and other forms of communication we provide to you electronically satisfy any legal requirement that such communications be in writing.

Copyrights

All images of individuals, products and places on this website belong to either Xora or its licensor. Unless otherwise stated, all content found on this website including graphics, designs, logo, texts, photographs, videos, button icons, digital brochures, promotional materials, and images are the property of Xora or its licensor, partners or affiliates and are protected by Malaysian and International copyright laws. Any unauthorised use of content or elements from this site is strictly prohibited and may violate copyright and trademark laws, and/or privacy laws, as well as publicity and/or communications regulations and statues.

Information Accuracy
Xora attempts to be accurate as much as possible. However, we do not guarantee that all product descriptions or any content of services are accurate, complete, error-free, credible or updated. In any case whereby your Xora product is not as described or as shown in the picture, the only action to resolve this issue is to return it in its pristine condition to Xora.

Xora is obligated to display product colours in the most accurate way possible, however the product colour may vary depending on your monitor display settings. Therefore, we are not held responsible for any discrepancy between the product colour displayed on our site and users’ perceived product colour.

Prices
The product prices displayed to you on Xora’s site include shipping cost and taxes. We guarantee that there are no hidden costs or prices at checkout. All monetary transactions on the website are shown in MYR (Malaysian Ringgit) and are finalised.

Promotions and Promo Codes

From time to time, Xora may offer promo codes which may apply to any, or certain specified purchases made through our website. We are strictly not obligated to inform you of any upcoming promotions or promo code beyond the current or existing promotion or promo codes. Every promotion and promo code will be subject to specific terms & conditions specified at the time the promo code is issued (including and not limited to the duration of the promotion’s or promo code’s validity) in addition to those mentioned in these Terms.

If you have made a purchase on our website before a promotion is announced, Xora is not liable to extend the same promotion to you in the interest of fairness to our other customers. We have several ways of notifying the public of our promotions or promo code – we may send you the details via email (if you have signed up for our marketing emails, or we may advertise the promotion or promo code on our Website via a banner or pop-up message, or we may announce it on our social media channels, or we may advertise the promotion or promo code in any or all of our official partner showrooms that are listed on our website.

We have the right to refuse you the use of any promotion or promo code once it is expired or fully redeemed. Depending on the promotion or promo code, a promo code may only be redeemed once for each customer. These codes may not be used in conjunction with any other discounts. Only one promotion/voucher/promo code may be used per order/

Free Gifts & Prizes

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

During promotional periods, Xora may choose to offer free gifts (for example a free pillow) with a mattress purchase. If you decide to return the mattress within your 123-night trial period, free gifts must also be returned. If free gifts are not returned, the full retail value of the gift at the time of purchase will be deducted from your refund.

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

General Condition

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.

Privacy Policy

Collection of Personal Information: Please be informed that your personal data and other information provided in your registration or purchasing process will be recorded in Xora’s database system. Personal data and information can include name, email address, contact number, shipping and billing address, password and IP address. However, financial transaction details including your credit card number, CVV number and card expiry date will only be collected by and disclosed to a third-party payment gateway, which indicates we do not have access to this area of information.

Uses of Personal Information:

Your mobile device’s IP address associated with your online activity on Xora’s website will automatically be disclosed to us. The IP address can help us learn more about the user’s browser and operating system. We intend to send product promotion and/or update emails to customers by using the personal information provided on Xora’s site.
Secure Storage of Personal Information: It is our responsibility to ensure all personal information of our customers will not be misused, accessed, disclosed, abused, modified, destroyed, or transferred to other parties. Hence Xora follows a set of security measures and the industry’s best practices to keep all information safe and secure. Credit card details provided through transaction or during the checkout process are encrypted using secure socket layer technology (SSL) and stored with an AES-256 encryption. Despite all these, we can’t guarantee all transmission over the internet or electronics are completely secure. However, we are responsible to comply with all PCI-DSS requirements while implementing additional industry standards.

Updates on Privacy Policy:

We reserve the right to modify our privacy policy whenever needed. Changes and clarifications will take effect immediately upon our posting on this website. If any changes are made to this policy, you will receive notifications through email regarding our policy revision. In doing so, you will be aware of our collection and uses of your information. Should our store sign an agreement of acquisition or merger with another firm in the future, your information may be transferred to the new owners so the products will continue to be provided for sale to our customers.

Your Access to and Control over Information:

You may opt out of any future contacts from us at any time. All you need to do is contact us via the email address or contact number given on our site regarding:

The type of data we have about you
Changes or corrections of any data we have about you
Deletion of any data we have about you
Concerns you have about our use of your data.

Age of Consent:

By using this site, you represent that you are at least the age of majority in your state or province of residence. If you are the age of majority in your state or province of residence, you have given us your consent to allow any of your minor dependents to use this site.

Law

Any disputes or claims relating to your use of Xora’s service or products sold through Xora’s website or other channels will be resolved by arbitration and not in court. Xora and you agree that any dispute resolution proceedings will only be conducted on an individual basis instead of in a representative action.

Product availability

Xora reserves the right without prior notice to discontinue or change specifications on products and services offered on this website without incurring any obligations. Xora 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.

Pricing; payment; GST

The prices of Products are shown in Malaysian Ringgit. All payments must be received in full prior to dispatch. Payment options for Products you wish to purchase will be provided at the point of purchase, which are subject to change without notice. If your payment is not received or is declined by your bank or credit card issuer, we cannot and will not hold the Product against your order. In such instances we do not guarantee that the Product will be available should you try to order it again.

Warranty

Your new Xora mattress is covered by a 10-year limited warranty from the day of the delivery to your house. Please refer to our warranty section in order to fully understand the applied conditions.

123 Nights’ Sleep Trial with Xora Mattress
Within 123 days of purchase, if you are not completely satisfied with your Xora mattress, let us know by sending an email to support@xora.com.my and we’ll arrange for your mattress to be picked up from your residence. We trust our mattresses so much that we even let you try them in the comfort of your own home for 123 nights.
Within 123 nights of purchase, if for whatever reason you find the mattress is not suitable for you, let us know by sending a WhatsApp message to +6017-6456304. For more details, please refer to our return policy below.
Returning them is as easy as 1-2-3.
Once Xora team has received and evaluated the mattress on its condition, your total payment for the mattress to Gravity Mattress Sdn Bhd will be fully refunded, provided that you comply with the requirements based on our return policy.
We recommend sleeping on your Xora mattress for at least 30 nights to allow your body to adapt to it properly.

Return Policy for Xora Mattress

To be qualified for a return, purchasers are to comply with a few terms as stated below:

  • Only paying customers are eligible for returns of Xora’s products. Proof of purchase is required to be presented upon return.
  • Before initiating a return, the product must have been used for at least 30 days and needs to be within the 123-night trial period. If you’re unhappy by the 123 night, you can return your product, even if you’ve used it, you get a full refund.
  • The return pick up is free in West Malaysia.
  • The 123-night is limited to one product type and is only limited for Xora mattress not any other Xora product. An exchange for any reason (eg. Size) will be considered a return. As such, following purchases will not be eligible for the 123-night trial.
  • Mattresses or pillows that are stained or damaged to the point that we or our charity partners (who receive the returned products) reduce to accept them are not qualified for return or reimbursement.
  • To avoid dirt and/or damage during shipment, the returned Product must be securely wrapped using the original plastic, packing, or similar materials. Should the Product be damaged during transport, failure to do so will result in a 15-25% refund reduction.
  • You will not be entitled to a refund after 123 nights of trial from the date of delivery.
  • The charitability of the returned Product is subject to our discretion. If the product is in an uncharitable condition, we reserve the right to refuse a full refund.
  • The products will not be eligible for return if they are used for reasons other than what they were designed for.
  • Purchasing our Xora Product for any of the reasons listed below, but not limited to, will negate your return eligibility:
    i. Photographic shoots
    ii. Reselling
    iii. Showroom display
    Xora’s decisions will be final in all instances relating to the determination of reasons other than its original purpose.

Shipping & Delivery

Xora delivers to entire Malaysia (this covers Klang Valley, outside of Klang Valley up to West Malaysia) for free via a third-party delivery service through an arm’s length agreement. In purchasing our product, you agree to the delivery conditions as below:

  • Within Klang Valley or outside of Klang Valley, you will receive your delivery the next day or you could schedule it at another date.
  • From Monday to Saturday, 9am to 6pm. Whereas for West Malaysia, you receive your delivery in 2-5 working days.
  • The delivery date can be scheduled based on case-to-case basis with a minimum of 5 days of advance notice. Delivery time is subject to our third-party delivery partner’s and cannot be scheduled.
  • If you’re in Klang Valley, we can deliver to you on Saturdays and ensure there is someone to collect Xora on the delivery date.
  • The delivery time frame may be longer during peak sales seasons such as and not limited to Hari Raya, Christmas, Chinese New Year, and more due to the high demand received by our third-party delivery partner. We will try our best to deliver within our normal delivery time frame, however, as the deliveries are made by a third-party delivery partner, we do not take any responsibility for any late delivery cases during high sales seasons.
  • Purchases made on Xora are shipped to customers for free within the above-mentioned delivery time frame.
  • Any additional costs to Xora such as and not limited to on-demand delivery or return pick-up requests on a specific time and date will be charged to the customer in case of a return and deducted from the refund amount.
  • If you are not able to accept delivery, you must advise Xora before a delivery is attempted.
  • If the delivery is scheduled and you are not at home during the determined time, we reserve the right to charge RM150 as compensation fee if the mattress will be returned.
  • Delivery dates and times are entirely subject to availability and scheduling by our third-party delivery partner, and not Xora. Our third-party delivery partner will usually contact customers after their purchase to arrange the delivery but this is wholly subject to them, and not Xora.

Refund Policy for Xora Mattress

You will receive the total refund within 5 to 7 business days upon the arrival of the mattress at our warehouse or our affiliated charity house. The steps to a product return are as follows:

Send a WhatsApp message to +6017-6456304 by providing relevant information and reasons for returning. The information that must be included in the message is stated below:

  • Name
  • Reachable contact number
  • Order number
  • A proof of purchase
  • A clear photo of mattress condition
  • Available pickup time

Allow 3 to 5 working days for the entire communication process of our confirmation of your refund to take place.

The refund (with deduction of surcharge included) will be issued to the bank account associated with your card or to the bank account you have used to purchase your Xora mattress.

All kinds of deposits are not refundable.

Old Mattress Disposal

We offer old mattress disposal service in selected areas within Klang Valley. The fee for our old mattress disposal service is RM150 per mattress, per location and it is not refundable. The old mattress service covers pick-up, manpower and disposal service only. The service does not cover delivery of the old mattress to another address of the customer’s choice.

Contact Us

Should you have any queries or concerns about our terms or policies, please do not hesitate to contact us. We are more than happy to help you! Contact us here at +6017-6456304 or support@xora.com.my.

©2022 Xora Mattress Sdn Bhd. | All Rights Reserved.