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Warranty

 GuideLine   Terms & Conditions   Warranty Information   Process   Self Inspection 

Warranty Overview

Upon completing a successful purchase, you agree to the warranty terms and conditions set out.

Products covered under Getha Limited Warranty are,

  • Mattress
  • Divan
  • Topper
  • Baby Mattress

The limited warranty by Getha covers defects as a result of manufacturing or production errors or faulty as a result of poor workmanship./p>

The original retailer from which you have made the purchase shall provide you with customer service. Inspection, transportation and miscellaneous fees are paid by the user submitting a warranty claim.

Book An Inspection if you require customer service support, or find out here on how to conduct your own inspection.

Warranty Guidelines

Getha mattress, divan, topper and baby mattress that are manufactured under license carry a limited warranty in accordance with international bedding guidelines.

Product

Limited warranty

Mattress

10 years

Divan

10 years

Topper

5 years

Baby Mattress

5 years

The limited warranties DO cover:

  • Manufacturing defects
  • Faulty workmanship
  • Sagging indentation measuring more than 1 ½ inches or 38 mm

The limited warranties DO NOT cover:

  • Normal wear and tear
  • Body impressions of less than 1 ½ inches or 38 mm
  • Change of mind or choosing the wrong product
  • Comfort satisfaction 
  • Commercial goods
  • Damages from abusive handling or misuse 
  • Product inunsanitary condition or improper storage of the product
  • Products purchased from unauthorized resellers
  • Products that are customised
  • Products that are used with an improper bed base
  • Fabric related matters
  • Product sold as not “new” or of “first quality”, or has previously been purchased or used by another consumer are not covered under this warranty
  • Floor models, display set or demonstration samples sold at clearance. 
  • Inspection and transportation fee

Warranty Terms and Conditions

All warranty claims are subject to the following terms and conditions.

  • Inspection, transportation, labour, repair, material and other miscellaneous fees are paid by the user submitting a warranty claim, also known as – the claimer. A quotation will be presented to you by an authorised personnel of the company and to be mutually agreed before any services are made.
  • The warranty covers valid sagging problems, manufacturing defects and faulty workmanship.
  • The warranty does not cover,
    • Normal wear and tear.
    • All mattresses will show body impressions as the upholstery settles. This is not a structural defect covered by the warranty. The upholstery is intended to provide cushioning to an individual’s unique contours and body impression is unavoidable. In accordance with international standards, body impressions of 1 ½ inches or 38 mm or less is considered normal.
    • Change of mind or choosing the wrong product.
    • Comfort or sleeping satisfaction guarantee.
    • Commercial products used in, but not limited to hotels, motels or institutional facilities.
    • Damages resulting from abusive handling, misuse or neglect, including mattressesdiscovered in any unsanitary condition; with burns, cuts, tears, stains; used with an improper bed base; physically abused; cleaned in an inappropriate manner; improper storage of the product (including but not limited to storage in locations with damp, humid or relatively high temperature environments or exposure to heat or sunlight, areas infested with insects or rodents, or any other unprotected storage areas).
    • Products purchased from unauthorized resellers.
    • Customised or custom-made products.
    • Mattress using an improper and unsupportive bed base.
    • Any fabric related matter, such as wear and tear, soils and stains, discoloration, pilling and loose thread.
    • Product sold “as-is”, “preconditioned”, “reconditioned”, “used”, “comfort return”, “returned”, “previously owned”, or any other similar wording indicating that the product is not “new” or of “first quality”, or has previously been purchased or used by another consumer are not covered under this warranty.
    • Floor models, display set or demonstration samples sold at clearance. 
  • Due to the personal nature of the selected products such as but not limited to pillows, the company can only accept exchanges if the item is damaged at delivery or if there is an immediate noted product defect.
  • Sagging issues are valid when the product is measured and assessed correctly by placing the mattress on the ground for inspection.
  • An original purchase receipt will be required as proof of purchase.
  • All labels must be intact to product for warranty services. 
  • The company will, at its discretion, examine the product to determine if it is covered under warranty. If concluded covered, the company will then through its own service operations, at its sole discretion, repair the defective item or replace it with a similar product.
  • Manufacturing defects that are within the first year will be repaired at no cost, but the cost of transportation and inspection shall be borne by the claimer.
  • Manufacturing defects that occur after a year will be charged for repair on a prorated basis based on the years of warranty, example 1/10th(10 Years Limited Warranty) or 1/5th(5 Years Limited Warranty) of the current retail price multiplied by the number of years used.
  • The original retailer from which you purchased your products will handle all warranty claims, returns, and exchanges.
  • The company reserves the right to:
    • Schedule or reschedule the customer service within a reasonable time set by the company.
    • Repair or replace an accompanying piece in the product where only the said piece or part is defective, instead of replacing the product in its entirety without prior notice.
    • Substitute materials of equal quality, should the identical materials are not available at the time of repair or replacement.
    • Charge the claimer a service fee plus transportation cost for any product(s) returned for service and upon further inspection is deemed by the company to not have a manufacturing defect, regardless of the age of the item.
    • Void the warranty for products that are repaired by an unauthorised party.
    • The company reserves the rights to refuse service and void this warranty when, upon inspection, the product has violated the terms and conditions of the warranty. 
  • In the event that the company repaired or replaced or substituted the product, the same original warranty will continue from its original date of purchase.
  • The warranty is not transferable.
  • The warranty is only valid for selected countries.
  • In case the goods are relocated from its original country of purchase to another country, the terms and service of warranty will be voided.
  • The company reserves the right to add, remove or modify the terms and conditions without prior notice.
  • You may apply for a temporary mattress while awaiting the service requested. This temporary mattress will be as per the models available, though the company will try its best, however is under no obligation to provide one as per the purchaser’s specification and requests.

Mattress

10 Years Limited Warranty

  • Each Getha mattress manufactured under license carries a 10-Year Limited Warranty period under international bedding guidelines, against manufacturing defects.
  • An inspection fee will be required to examine the product for warranty claim. Inspection fees are to be borne by the warranty claimer.
  • The company will at its sole discretion examine the product to determine whether it is covered under warranty.
  • This limited warranty does not cover fabric or conditions resulting from abusive handling, misuse, or neglect. If upon inspection, the product is discovered in an unacceptable condition, the company reserves the right not to handle any items for repair.
  • Mattresses must be supported by a solid, firm and flat foundation base with adequate support and even flooring.
  • If it is concluded covered, the company will then through its own service operations, at its sole discretion, repair the defective mattress or replace it with the same or a comparable mattress.
  • The company reserves the right at its sole discretion to repair or replace an accompanying piece in the sleep system where only the said piece or part is defective, instead of replacing the product in its entirety.
  • Any manufacturing defects arising within the first year of purchase will be repaired at no cost but cost of transportation shall be borne by the claimer.
  • Should any manufacturing defects develop after the first year, any repair fees including but not limited to labour and material charges will be charged on a prorated basis based on 1/10th of the current retail price multiplied by the number of years used, plus inspection and transportation charges.
  • The cost of transportation for warranty claim is to be borne by the claimer.
  • In line with our ongoing research and commitment towards excellence, the company reserves the right to substitute materials of equal quality, should the identical materials are not available at the time of repair or replacement.
  • The company will not be held responsible for repairs by services unauthorized by the company. Any repairs done by an unauthorized party will void this warranty.
  • Upon further inspection, any item returned for service and is assessed by the company to not have a manufacturing fault, will incur a service fee plus transportation cost paid by the claimer regardless of the age of the item.
  • There is not a comfort or sleeping satisfaction guarantee, a bed that is not suitable to an individual’s comfort (i.e. too soft or too hard) is not a fault or defect.
  • All mattresses will result in body impressions as the upholstery settles. This is not a structural defect and is not covered by this warranty. The upholstery is intended to provide cushioning and body impression is unavoidable, body impressions of less than 1.5 inch or 38 mm is considered as normal.
  • This warranty does not apply to commercial products used in, but not limited to hotels, motels, or institutional facilities.
  • An original proof of purchase will be required to process a warranty claim. Please retain a copy of your receipt as proof of purchase.
  • The original retailer from which you purchased your products will handle all warranty claims, returns, and exchanges.
  • If the mattress is relocated from its original country of purchase to another country, the warranty will be voided.
  • A temporary mattress can be provided to you upon request. The temporary mattress will be as per the models available.
  • The company reserves the right to add, remove or modify the terms and conditions without prior notice.

Divan

10 Years Limited Warranty

  • Each Getha mattress manufactured under license carries a 10-Year Limited Warranty period under international bedding guidelines, against manufacturing defects.
  • An inspection fee will be required to examine the product for warranty claim. Inspection fees are to be borne by the warranty claimer.
  • The company will at its sole discretion examine the product to determine whether it is covered under warranty.
  • This limited warranty does not cover fabric or conditions resulting from abusive handling, misuse, or neglect. If upon inspection, the product is discovered in an unacceptable condition, the company reserves the right not to handle any items for repair.
  • Mattresses must be supported by a solid, firm and flat foundation base with adequate support and even flooring.
  • If it is concluded covered, the company will then through its own service operations, at its sole discretion, repair the defective mattress or replace it with the same or a comparable mattress.
  • The company reserves the right at its sole discretion to repair or replace an accompanying piece in the sleep system where only the said piece or part is defective, instead of replacing the product in its entirety.
  • Any manufacturing defects arising within the first year of purchase will be repaired at no cost but cost of transportation shall be borne by the claimer.
  • Should any manufacturing defects develop after the first year, any repair fees including but not limited to labour and material charges will be charged on a prorated basis based on 1/10th of the current retail price multiplied by the number of years used, plus inspection and transportation charges.
  • The cost of transportation for warranty claim is to be borne by the claimer.
  • In line with our ongoing research and commitment towards excellence, the company reserves the right to substitute materials of equal quality, should the identical materials are not available at the time of repair or replacement.
  • The company will not be held responsible for repairs by services unauthorized by the company. Any repairs done by an unauthorized party will void this warranty.
  • Upon further inspection, any item returned for service and is assessed by the company to not have a manufacturing fault, will incur a service fee plus transportation cost paid by the claimer regardless of the age of the item.
  • There is not a comfort or sleeping satisfaction guarantee, a bed that is not suitable to an individual’s comfort (i.e. too soft or too hard) is not a fault or defect.
  • All mattresses will result in body impressions as the upholstery settles. This is not a structural defect and is not covered by this warranty. The upholstery is intended to provide cushioning and body impression is unavoidable, body impressions of less than 1.5 inch or 38 mm is considered as normal.
  • This warranty does not apply to commercial products used in, but not limited to hotels, motels, or institutional facilities.
  • An original proof of purchase will be required to process a warranty claim. Please retain a copy of your receipt as proof of purchase.
  • The original retailer from which you purchased your products will handle all warranty claims, returns, and exchanges.
  • If the mattress is relocated from its original country of purchase to another country, the warranty will be voided.
  • A temporary mattress can be provided to you upon request. The temporary mattress will be as per the models available.
  • The company reserves the right to add, remove or modify the terms and conditions without prior notice.

Topper

5 Years Limited Warranty

  • Each topper manufactured under license carries a warranty on manufacturing defects from construction and raw materials including stitching, foam breakdown and layer separation.
  • This warranty covers the above under normal household / personal use and service for the entire warranty period.
  • The warranty is effective from the date of purchase by the original purchasing customer.
  • Proof of original purchase is required by filing the appropriate paperwork and to be sent back to the manufacturer.
  • Warranty is not transferable.
  • This warranty does not cover damages due to negligence, abuse or improper assembly.
  • A latex topper, pad or mattress will soften naturally over its life, and this is not covered by the warranty.
  • The warranty does not cover any fabric related matter, such as wear and tear, soils and stains, discoloration, pilling and loose thread.
  • Should any manufacturing defects develop after the first year, any repair will be charged on a prorated basis based on 1/5th of the current retail price multiplied by the number of years used, plus transport charges.
  • All transportation costs shall be borne by the warranty claimer.
  • The warranty will be void should there have been any repairs done not authorised by the company. 
  • The manufacturer reserves the right to substitute materials of equal quality, should the identical materials be not available at the time of repair or replacement.

Baby Mattress

5 Years Limited Warranty

  • The Getha Baby Mattress carries a 5 years warranty period from the date of purchase, under international bedding guidelines, against sagging and manufacturing defects.
  • This warranty does not include the bedding and covering material that has been soiled or burned, or has been worn out due to abnormal use, or has received obvious physical abuse or improper care, or wear and tear over the years.
  • The company reserves the right to refuse service and invalidate this warranty when, upon inspection, the mattress is found to be in an unsanitary condition, or when the product failure is due to causes other than defective manufacturing workmanship or materials.
  • Any manufacturing defects arising during the warranty period, the company will at its sole discretion repair or replace the defective mattress within a reasonable period of time. If identical materials are not available at the time of repair, GETHA reserves the right to substitute materials of equal quality.
  • Any manufacturing defects arising within the first year of purchase will be repaired at no cost. Should any manufacturing defects be discovered after the first year, any repair will be charged on a prorated basis based on 1/5th of the current retail price multiplied by the number of years used respectively.
  • All transportation cost shall be borne by the claimer.
  • The company will not be responsible for any unauthorised repairs done.
  • In the event that the repaired or replaced or substituted the product, the same warranty will continue from its original date of purchase.

Claim warranty service

If you would like to file a warranty claim for your GETHA product, make sure to read the warranty information to find out what is and is not covered in the warranty.

Step 1: Read the warranty guidelines and terms and conditions

Step 2: Fill in the claim form

Step 3: Make payment to arrange for an inspection at your home

Step 4: Ready to be contacted for further arrangement

Contact us

If you have an inquiry with your product, you may contact your original retailer or our team at ask@getha.com.my or 1800-88-GETHA (43842) for assistance with the following information ready:

  • Proof of purchase
  • Address
  • Warranty Card
  • Contact number
  • Case details
  • Supporting photos

It is advisable to familiarise yourself with the Warranty Guidelines and the Terms and Conditions prior to reaching out.

How to measure sagging or body impression

Body Impression vs Sagging:

Body impressions happen when a mattress conforms to the natural curve of our body, with a slight dip or impression in the mattress less than 1.5 inches or 38m.

Sagging happens when there is a dip or impression is measured more than 1.5 inches or 38mm.

What you need:

  • 1. A long and evenly flat stick, rod or ruler
  • 2. Steel or wooden ruler or measuring tape

Step 1: Place your mattress on the ground

Make sure to place your mattress on a solid ground before you start.

Step 2: Remove all bedding

Remove all bedding from your mattress such as bedsheets, toppers or mattress protectors that may affect the process.

Step 3: Find the impression

Place the stick or rod across the mattress on top of the impression area.Any part that shows a gap between the mattress and the stick or rod is the impression.

Step 4: Measure the depth of the impression

Using the ruler or measuring tape, place it gently at 90 degrees against the stick or rod at the impression area to measure the gap.

Note: Kindly place the measuring equipment tip gently onto the mattress surface to measure the gap. Too much pressure placed onto the mattress for measurement may alter the result.

Step 5: Reading results

Read the measurement at eye level. With a gap result of 38mm or 1.5 inches or less, it is a body impression.

With a gap result of 38mm or 1.5 inches or more, kindly contact us or visit here to submit a customer service request.

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