Warranty Policy

My product arrived defective or damaged. What should I do?

We're so sorry to hear that your product arrived in less than perfect condition! We'd love to help you resolve this issue right away with the help of our Quality Assurance team. They'll need to know a bit of information on your order as well as the issue you're experiencing with your product. 

To report your issue, please reach out to our Customer Experience team by calling +6012-6796813 or by emailing us business@naturenite.com with your order number.

I have a warranty claim. What should I do?

We're here to help! To get started with your claim, please reach out to our Customer Experience team by calling +6012-6796813 or by emailing business@naturenite.com with your order number.

Pro-Rated Limited Warranty

Naturenite products offer “Limited Warranty”. This implies that the warranty period provided does not extend to every possible situation. “Pro-Rated” implies that if any problem occurs that is covered by the warranty during the term of the warranty, the customer will bear the cost for any repairs made or, if necessary, any exchange of the mattress, mattress topper, pillow or baby bed at a specified sum.

General

  1. All Naturenite Mattresses carry 10 years prorated limited warranty from the date of purchase.
  2. All Naturenite Mattress Toppers carry 5 years prorated limited warranty from the date of purchase.
  3. All Naturenite Pillows carry 3 years prorated limited warranty from the date of purchase.
  4. All Naturenite Baby Beds carry 2 years prorated limited warranty from the date of purchase.
  5. Repaired or replaced products are subjected to the same warranty as to the original product, such that its warranty term begins on the delivery/collection date of the original product purchased.
  6. Naturenite mattresses, mattress toppers, pillows and baby beds are provided as a first-timer replacement for a valid limited warranty. This “Limited Warranty” does not cover free of charge (FOC) items.
  7. The warranty is only applicable to the original or first purchaser of the product only.
  8. The full costs of transportation for repair shall be borne by the customer.
  9. This warranty is invalid if the mattresses, mattress toppers, pillows, and baby beds have been serviced or repaired outside of the factory.
  10. The customer must provide copies of proof of purchase at the time of submitting a claim under this limited warranty.
  11. Notification of claims under this limited warranty or other inquiries shall be directed to the retailer from whom the product was originally purchased. The manufacturer will only take responsibility for this limited warranty or any inquiries regarding the limited warranty if the retailer cannot be contacted.
  12. The limited warranty only covers Naturenite personnel inspected and certified manufacturing defects.
  13. In case an identical model or material is not available for a replacement, Naturenite reserves the right to substitute a comparable model or material, and any price differences shall be borne by the customer.
  14. Naturenite is not responsible for any payment or cost related to consequential or incidental damages, or damages or expenses of any.
  15. Naturenite makes no warranty beyond what is contained in writing above. Therefore, Naturenite does not warrant that this product is suitable for any person’s health or medical condition.
  16. Naturenite reserves the rights and authority to change the terms and conditions from time to time without any advanced notification.
  17. This warranty does not cover normal body impressions or constitute a defect of material or workmanship.
  18. This warranty does not cover minor manufacturing discrepancies or cosmetic flaws.
  19. This warranty does not cover individual comfort preferences such as firmness, texture and feel.
  20. This warranty does not cover merchandise that sold “as-is”, “distressed” or “floor model/sample”.
  21. Customers are not entitled for the warranty claim if they fail to provide the sales receipt or other proof of purchase documents at the time of claim submission.

 

Mattress

  1. Naturenite will cover full or partial cost for repair or replacement or credit value (excluding transportation costs) of mattresses for manufacturing defects that develop within the warranty period. The customer shall pay for the differences between the new value and the prorated value. The prorated value is a follow: 

Period

New Value

Prorated Value

Customer Bear

0 - 2 years
(1ST two years)

100%

100%

0%

2 - 4 years
(3RD & 4TH year)

100%

70%

30%

4 - 6 years
(5TH & 6TH year)

100%

50%

50%

6 - 8 years
(7TH & 8TH year)

100%

20%

80%

8 - 10 years
(LAST two years)

100%

10%

90%

This Mattress Warranty Only Applies To:

  1. Mattresses that are purchased for residential use only.
  2. Deterioration resulting in a visible indentation or sag of more than 1.5 inches (38mm) or larger when no weight is applied onto the product.
  3. Sagging: only if your mattress is continuously supported by matching foundation or equivalent, with an appropriate frame.
  4. Defects of a structural or manufacturing nature, including physical flaws such as split or crack - despite normal usage and proper handling in the product.

This Mattress Warranty Does Not Apply To:

  1.  Any mattresses that have been soiled or burned, or have received obvious physical abuse or improper care to the fabric will not be covered by this warranty.
  2. Physical abuse and improper use such as prolonged sitting on the product’s edges, bending, folding, standing or jumping on the topper resulting in damage to its structure and/or cover material, including but not limited to cuts, tears, stains, soiling.
  3. Mattresses that are infested with vermin, even if it’s defective.
  4. Deformity or damage to the product caused by improper washing, drying or high-temperature treatment.
  5. Odor (some of the products can have a natural odor).
  6. Mattresses that are found to be in an unhygienic condition. The manufacturer reserves the right not to handle any items for repair or replacement because the items are in an unhygienic condition.
  7. Mattresses’ damages caused by any inappropriate foundation, improper bed frame or support system.
  8. Abnormal or non-domestic or non-residential use or other usages.
  9. Mattresses used for commercial purposes, for example, hotels, motels or institutional facilities.
  10. Usage outside of Malaysia.
  11. Product dimensions within the accepted tolerance of +/- 2 cm on the quoted size.

 

Mattress Topper

  1.  Naturenite will cover full or partial cost for repair or replacement or credit value (excluding transportation costs) of mattress toppers for manufacturing defects that develop within the warranty period. The customer shall pay for the difference between the new value and the prorated value. The prorated value is a follow:

Period

New Value

Prorated Value

Customer Bear

0 - 2 years
(1ST two years)

100%

100%

0%

2 - 4 years
(3RD & 4TH year)

100%

50%

50%

4 - 5 years
(LAST year)

100%

20%

80%

 This Mattress Topper Warranty Only Applies To:

  1. This warranty is valid for mattress toppers that are purchased for residential use only.
  2. Deterioration resulting in a visible indentation or sag of more than 1.5 inches (38mm) or larger when no weight is applied onto the product.
  3. Sagging: only if your mattress toppers is continuously supported by matching foundation or equivalent, with an appropriate frame.
  4. Defects of a structural or manufacturing nature, including physical flaws such as split or crack - despite normal usage and proper handling in the product.

This Mattress Topper Warranty Does Not Apply To:

  1. Any mattress toppers that have been soiled or burned, or have received obvious physical abuse or improper care to the fabric will not be covered by this warranty.
  2. Physical abuse and improper use such as prolonged sitting on the product’s edges, bending, folding, standing or jumping on the topper resulting in damage to its structure and/or cover material, including but not limited to cuts, tears, stains, soiling.
  3. Mattress toppers that are infested with vermin, even if it’s defective.
  4. Deformity or damage to the product caused by improper washing, drying or high-temperature treatment.
  5. Odor (some of the products can have a natural odor).
  6. Mattress toppers that are found to be in an unhygienic condition. The manufacturer reserves the right not to handle any items for repair or replacement because the items are in an unhygienic condition.
  7. This warranty does not cover mattress toppers damages caused by any inappropriate foundation, improper bed frame or support system.
  8. Abnormal or non-domestic or non-residential use or other usages.
  9. Mattress toppers used for commercial purposes, for example, hotels, motels or institutional facilities.
  10. Usage outside of Malaysia.
  11. Product dimensions within the accepted tolerance of +/- 2 cm on the quoted size.

 

Pillow

  1. Naturenite will cover full or partial cost for repair or replacement or credit value (excluding transportation costs) of pillows for manufacturing defects that develop within the warranty period. The customer shall pay for the difference between the new value and the prorated value. The prorated value is a follow:

Period

New Value

Prorated Value

Customer Bear

1 years
(1ST year)

100%

100%

0%

2 years
(2ND year)

100%

50%

50%

3 years
(LAST year)

100%

25%

75%


This Pillow Warranty Only Applies To:

  1. This warranty is valid for pillows that are purchased for residential use only.
  2. Deterioration resulting in a visible indentation or sag of more than 1.5 inches (38mm) or larger when no weight is applied onto the product.
  3. Sagging: only if your pillows is continuously supported by matching foundation or equivalent, with an appropriate frame.
  4. Defects of a structural or manufacturing nature, including physical flaws such as split or crack - despite normal usage and proper handling in the product.

This Pillow Warranty Does Not Apply To:

  1. Any pillows that have been soiled or burned, or have received obvious physical abuse or improper care to the fabric will not be covered by this warranty.
  2. Physical abuse and improper use such as prolonged sitting on the product’s edges, bending, folding, standing or jumping on the topper resulting in damage to its structure and/or cover material, including but not limited to cuts, tears, stains, soiling.
  3. Pillows that are infested with vermin, even if it’s defective.
  4. Deformity or damage to the product caused by improper washing, drying or high-temperature treatment.
  5. Odor (some of the products can have a natural odor).
  6. Pillows that are found to be in an unhygienic condition. The manufacturer reserves the right not to handle any items for repair or replacement because the items are in an unhygienic condition.
  7. This warranty does not cover pillows damages caused by any inappropriate foundation, improper bed frame or support system.
  8. Abnormal or non-domestic or non-residential use or other usages.
  9. Pillows used for commercial purposes, for example, hotels, motels or institutional facilities.
  10. Usage outside of Malaysia.
  11. Product dimensions within the accepted tolerance of +/- 2 cm on the quoted size.

 

Baby Bed

  1. Naturenite will cover full or partial cost for repair or replacement or credit value (excluding transportation costs) of baby beds for manufacturing defects that develop within the warranty period. The customer shall pay for the difference between the new value and the prorated value. The prorated value is a follow:

Period

New Value

Prorated Value

Customer Bear

1 years
(1ST year)

100%

100%

0%

2 years
(LAST year)

100%

50%

50%


This Baby Bed Warranty Only Applies To:

  1. This warranty is valid for that are purchased for residential use only.
  2. Deterioration resulting in a visible indentation or sag of more than 1.5 inches (38mm) or larger when no weight is applied onto the product.  
  3. Sagging: only if your baby beds is continuously supported by matching foundation or equivalent, with an appropriate frame.
  4. Defects of a structural or manufacturing nature, including physical flaws such as split or crack - despite normal usage and proper handling in the product.

 

This Baby Bed Warranty Does Not Apply To:

  1. Any baby beds that have been soiled or burned, or have received obvious physical abuse or improper care to the fabric will not be covered by this warranty.
  2. Physical abuse and improper use such as prolonged sitting on the product’s edges, bending, folding, standing or jumping on the topper resulting in damage to its structure and/or cover material, including but not limited to cuts, tears, stains, soiling.
  3. Baby beds that are infested with vermin, even if it’s defective.
  4. Deformity or damage to the product caused by improper washing, drying or high-temperature treatment.
  5. Odor (some of the products can have a natural odor).
  6. Baby beds that are found to be in an unhygienic condition. The manufacturer reserves the right not to handle any items for repair or replacement because the items are in an unhygienic condition.
  7. This warranty does not cover baby beds damages caused by any inappropriate foundation, improper bed frame or support system.
  8. Abnormal or non-domestic or non-residential use or other usages.
  9. Baby beds used for commercial purposes, for example, hotels, motels or institutional facilities.
  10. Usage outside of Malaysia.
  11. Product dimensions within the accepted tolerance of +/- 2 cm on the quoted size.