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Warranty Information

We provide 10 years warranty for all of our mattress from date of delivery! For any issues with your warranty covers feel free to contact us at support@xora.com.my or +60176456304.

Xora 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 resulting in a visible indentation or sag of two (2) inch (50mm) or larger when no weight is applied onto the mattress.

This Warranty Does Not Cover:

  • Individual comfort preferences such a firmness, texture and feel.
  • 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.
  • Deformity or damage to the mattress caused by improper washing, drying or high temperature treatment
  • Abnormal or non-domestic use of the mattress
    Odour (some of the mattress can have a natural odour)
  • Any minor manufacturing flaws to the product or packaging including, but not limited to, cosmetic flaws such as uneven stitching, dented/dirty carton boxes, etc.
  • Mattress dimensions within the accepted tolerance of +/- 2 cm on the quoted size
  • Any warranty claim is only applicable within the country of original delivery by the original purchaser.

How to Claim the Warranty:

  • Drop us an email to support@Xora.com.my with your Order Number, Images of defects, Reason of the warranty claim.
  • We will review your Warranty claim request with the Production Team for approval or rejection of the claim request (case by case basis)
  • Upon the warranty approval, and during the warranty period, transportation costs for collection and delivering the replacement product will be borne by the customer.
  • Transportation payment must be completed within 100 days from warranty request email. Failing to complete the payment within the given timeframe may result in the closing of your warranty case automatically.
  • We will arrange 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, Xora reserves the right to substitute a comparable model or material, and any price difference shall be borne by the customer. Repaired or replaced mattresses are subject to the same Warranty as 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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