Warranty
What does the 10-year MLILY Mattress warranty cover?
MLILY mattresses are covered by a 10 years warranty, from the date of purchase. 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 one 30mm or larger when no weight is applied onto the mattress (provided that the mattress has been used on a flat surface with proper care).
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)
- Minor manufacturing discrepancies or cosmetic flaws
- Mattress dimensions within the accepted tolerance of ± 2 cm on the quoted size
- The mattress zip and cover
- Mattresses unboxed or unwrapped after 2 month from the delivery date
What does the 2-year MLILY Pillow warranty cover?
MLILY pillows are covered by a 2-year warranty from the date of delivery or collection.
This warranty covers:
- Defects of a structural or manufacturing nature, including structural flaws in the pillow causing the foam materials to split or crack, despite normal usage and proper handling.
- Deterioration resulting in a visible indentation or sag of 20mm or larger when no weight is applied onto the pillow.
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 pillow, bending, folding, standing or jumping on the pillow resulting in damage to its structure and / or cover material, including but not limited to cuts, tears, stains, soiling.
- Deformity or damage to the pillow caused by improper washing, drying or high temperature treatment
- Abnormal or non domestic use of the pillow
- Odour
- Minor manufacturing discrepancies or cosmetic flaws
- Pillow dimensions within the accepted tolerance of ± 2 cm on the quoted size
- The pillow zip and cover
How Can I Claim My Warranty?
We strive to ensure the highest quality for our products. If you believe your mattress has a defect covered under our warranty, follow these simple steps to make a claim:
Step 1: Check Your Warranty Coverage
- Review Your Warranty: Before starting the claim process, please review the warranty policy at the section above to ensure your issue is covered. The policy will outline what is and isn’t covered, the duration of coverage, and any conditions that apply.
- Proof of Purchase: Prepare your original receipt or proof of purchase. This helps us verify the purchase date and the mattress model.
- Details of the Issue: Take note of the defect or problem you’re experiencing. It’s helpful to have photos or videos of the issue to provide a clear understanding.
- Reach Out: Contact our Customer Service team via WhatsApp or Email. Please provide your proof of purchase, and details of the issue you are experiencing.
- Evaluation: Upon receipt of your claim, our team will carefully review the details. An inspection may be necessary, which could involve requesting additional photos/videos.
- Assessment: Based on our evaluation, we will determine if the issue is covered under the warranty.
- Transportation Costs: Upon warranty approval, transportation costs for collection and delivering the replacement product will be borne by the customer. The costs are as follows:
- RM200 within Klang Valley
- RM300 in Peninsular Malaysia
- RM600 in East Malaysia
- Payment Timeline: Transportation payment must be completed within 100 days from the warranty request date. Failure to complete the payment within this timeframe may result in the automatic closure of your warranty case.
- Transportation Arrangements: Once the payment is completed, we will arrange for the transportation team to collect the defective mattress and deliver the replaced mattress in a timely manner, subject to the delivery location.
- Product Availability: In case an identical model or material is not available for replacement, MLILY reserves the right to substitute a comparable model or material.
- Warranty Continuity: Replaced mattresses or pillows are subject to the same warranty as the original item. The warranty term begins on the delivery or collection date of the original item that was purchased.
- Processing Time: Warranty claims typically take 7-14 working days to process from the time we receive all necessary information.
- Exclusions: Please note that some conditions and limitations apply. Warranties do not cover normal wear and tear, improper use, or physical damage caused by misuse.