Warranty Policy

Pro-Rated Limited Warranty

  1. The limited warranty covers only product manufacturing defects that have been inspected and certified by DUNLOPILLO® personnel.
  2. If a manufacturing defect is reported by the purchaser during the Warranty Period, a site inspection will be conducted, subject to a payment by the purchaser either before or on the date of inspection. The inspection cost if RM80 per request ("the Inspection Fee"), payable to Dunlopillo Malaysia. This Inspection Fee will be waived if the defect is confirmed to be a manufacturing defect and is claimable under the Warranty Period. 
  3. This local warranty is limited to the original purchaser and applies only to the products bought from an authorized dealer. 
  4. Your DUNLOPILLO® mattress will be repaired based on a pro-rated allowance, at our discretion, if found to be defective due to faulty workmanship or materials within the respective warranty period (refer to * above) from date of purchase, and subject to the limitations outlined in this warranty. Dunlopillo reserves the right to substitute products and materials of equal or similar value, based on availability at the time of service.
  5. During the warranty period, any repair, refurbishment, or reupholstering of the mattress will be carried out based on the pro-rated value outlined below. The consumer will be responsible for paying the difference between the current value of a new mattress and the applicable credit value. The pro-rated value is calculated as 1/5th, 1/12th or 1/15th of the original invoice price, multiplied by the number of years the mattress has been owned.
    5 Years
    • 1 Year : 90%
    • 2 Years : 70%
    • 3 Years : 50%
    • 4 Years : 30%
    • 5 Years : 10%
    • Over 5 Years: 0%    		 12 Years
    • 1 Year : 90%
    • 2 Years : 80%
    • 3 Years : 70%
    • 4 Years : 60%
    • 5 Years : 50%
    • 6 Years : 40%
    • 7 Years : 30%
    • 8 Years : 25%
    • 9 Years : 20%
    • 10 Years : 15%
    • 11 Years : 10%
    • 12 Years : 5%
    • Over 12 Years: 0%    		 15 Years
    • 1 Year : 90%
    • 2 Years : 80%
    • 3 Years : 70%
    • 4 Years : 60%
    • 5 Years : 55%
    • 6 Years : 50%
    • 7 Years : 45%
    • 8 Years : 40%
    • 9 Years : 35%
    • 10 Years : 30%
    • 11 Years : 25%
    • 12 Years : 20%
    • 13 Years : 15%
    • 14 Years : 10%
    • 15 Years : 5%
    • Over 15 Years: 0%
  6. Warranty is effective whether mattress is purchased with matching foundation (eg flat based divan), or either mattress or foundation is purchased separately. However, use of an improper foundation may cause damage to the mattress and void this warranty.
  7. Your DUNLOPILLO® mattress will be repaired or reupholstered at a pro-rated value for the duration of this warranty. The purchaser is responsible for all the transportation costs to and from the nearest DUNLOPILLO® factory. Transportation charges may apply on a case-by-case basis.
    All repairs or reupholstering will be carried out solely at the discretion of DUNLOPILLO®. Consequential claims (e.g., compensation for inconvenience or indirect costs) — regardless of their nature or legal basis — will not be accepted under this warranty. 
    This warranty takes effect from the date of delivery of your DUNLOPILLO® mattress. The warranty period will not be extended or altered as a result of any repair or reupholstering performed under this warranty. 
    Please note that this warranty does not apply to display items or clearance sale purchases unless specifically stated in writing. 
  8. If you wish to make a warranty claim, you must first notify the retailer from whom you purchased your DUNLOPILLO® mattress. Proof of purchase is required; therefore, please retain your sales receipt and/or delivery invoice. 
    The retailer will coordinate your claim with DUNLOPILLO®. Please note that DUNLOPILLO® provides warranty service only and is not liable for any monetary refund. All financial transactions are strictly between the retailer and the end-user. 
    If the retailer is no longer in business or if you have relocated a significant distance from the original place of purchase, don't hesitate to get in touch with DUNLOPILLO® at [email protected] for further instructions on how to proceed with your warranty claim.

Your Dunlopillo® mattress will provide you with years of excellent service if you follow these easy instruction care

A mattress is a big investment and rightly so as the quality of your sleep has a profound effect on the quality of your life and how well you function. Since we spend about one-third of our lives sleeping, it is worth taking a few moments to keep it functioning at its best. The following instruction care steps are made to ensure you get the best out of your DUNLOPILLO® mattress.

  1. Support your mattress.
    Ask for a suitable foundation. Do not be misled to believe that it is sufficient to buy a new mattress only after your present mattress shows wear and tear. Mattress failure or “wear out” is often caused by foundation failure.Your mattress foundation should have a:
    a. Minimum 4 legged bedframe for a Twin of Full sized mattress
    b. Minimum 5 legged bedframe with center support for a Queen sized mattress
    c. Minimum 6 legged bedframe with center support for a King sized mattress
    d. Be no more than 8cm apart and 9cm wide for timber slatted bed frames (Slats over 14cm wide may cause mildew by not allowing moisture to evaporate sufficiently).
  2. Ensure the room is well ventilated and dry.
    We highly recommend that you protect your mattress with a high-quality absorbent mattress pad. This will keep the fabric of the mattress fresh and clean. Never apply liquids of any kind to the mattress. In high humidity areas, you should use a device to reduce the humidity levels in the bedroom. If it is absolutely necessary to clean your mattress, use a dry clean cloth to wipe off any dirt or soak up any moisture.
  3. Flip or rotate it every 1 to 3 months.
    It is recommended to rotate your mattress once a month for the first 3 months, and once every 3 months after that. Turn the foot of the mattress so it becomes the head. Next, flip it over. Rotate it the following period and flip it the  period after that. If your mattress is a no flip design or one sided mattress, you won’t be able to use the other side for sleeping so just keep rotating it head to foot and foot to head. The result of these mattress acrobatics is that your mattress will wear evenly, free of the sags that come from constantly sleeping in the same spot. Even doing this every six months helps.

Warranty Information

Definitions

I. “Warranty”: The manufacturer's assurance that the mattress will meet specified performance standards for a defined period of time. 
II. “Limited Warranty”: A warranty that does not cover all possible situations or conditions. Certain exclusions apply, which is why it is termed "limited" rather than "unlimited". No mattress manufacturer offers an unlimited warranty, as many factors fall outside of their control.  
III. “Pro-Rated”: If any problem covered by the warranty arises during the warranty period, the purchaser will bear a portion of the cost for any repair, refurbishment, or reupholstering, based on the length of time the mattress has been owned.  
IV. “Effective Mattress Life”: The period during which the mattress continues to provide adequate sleep support and comfort to the user(s).  

Effective Mattress Life

How long is the effective life of your mattress?
In reality, no one — not even the manufacturer — can determine this with absolute certainty. The effective lifespan of a mattress depends on various factors, including but not limited to: 

A. The weight of the user(s).
B. The number of hours the mattress is used each night. 
C. Use of the mattress for purposes other than sleeping (e.g., reading, watching TV).
D. The physiological condition of the user(s) over time, as firmness needs may change. 
E. How frequently the mattress is moved and how it is handled or stored during transit.
F. Whether the mattress is used with its intended foundation.

The Better Sleep Council recommends replacing your mattress every 8 - 10 years, as this is considered the average effective lifespan. Some mattresses may last longer, while others may wear out sooner. Once your mattress reaches 8 - 10 years of age, it's important to inspect it closely - and regularly thereafter - for signs of wear or reduced performance.  

Keep in mind, your new mattress is at its most effective on the very first night. From that point forward, its performance gradually diminishes - subtly and slowly - until one day you may notice that you're no longer getting restful sleep. That's when it's time to consider a replacement. 

Disclaimer

  1. This warranty is offered in the country of purchase to the original purchaser of a DUNLOPILLO®  mattress from Dunlopillo or its authorized dealers/retailers. It is valid only for residential use and begins from the original date of purchase. This warranty does not cover contract or commercial use. 
    The warranty is valid only if the mattress is registered on the official website or with customer service within 30 days of the delivery date. Failure to complete the registration within this period will result in the warranty being void. 
  2. The manufacturer shall not be held liable for any incidental or consequential damages. Any implied warranties are limited to the duration of this warranty. 
  3. DUNLOPILLO® makes no representations or warranties regarding the suitability of this product for any individual's health or medical condition, and provides no warranty beyond what is expressly stated herein. Any adverse health effects — such as suffocation resulting from improper use —  are the sole responsibility of the user. 
  4. Mattress foundation specifications, including appearance, are subject to change without prior notice.
  5. Claims not supported by both a valid sales receipt and a warranty card will not be eligible for repair or exchange.  
  6. Body Impressions & Comfort Expectations 
    All mattresses will naturally develop body impressions over time as the upholstery layers settle. This is not considered a structural defect and is therefore not covered under this limited warranty. 

    The upholstery is designed to contour to each individual's unique body shape, and body impressions are an expected and normal result of this process. In line with international standards, body impressions of up to 1.5 inches (3.8cm) are considered normal. These impressions occur as the high-quality comfort layers adapt to your body and are a sign that the mattress is performing as intended, not a manufacturing defect. 

    Note: Measurements do not include the depth of the quilting. 
  7. The primary causes for warranty voidance include soiling, wear and tear, and rough handling of the mattress. 
    Stains from blood, urine, or other bodily fluids will void the warranty. We strongly encourage the use of a high-quality mattress protector to help preserve your mattress and maintain warranty coverage. 
  8. In addition to the other exclusions stated in this warranty, DUNLOPILLO® specifically excludes the following from coverage: 
    (i) Minor manufacturing irregularities that do not affect the performance of the mattress, such as slight variations in dimensions (e.g., length and width deviations of up to +/- 5cm).
    (ii) Comfort-related concerns based on individual preferences, including firmness levels that may not suit a specific user. 
    (iii) Defects resulting from force majeure events or circumstances beyond our control, including but not limited to natural disasters such as floods, fires, or other acts of God. 
  9. DUNLOPILLO® reserves the right to revise this warranty at any time without incurring any liability. 
    Where reasonably practicable, advance notice of such changes will be provided on our official website. 

Exclusions from Warranty Coverage 

This warranty does not cover:  

Comfort Guarantee

This warranty does not guarantee comfort or sleep satisfaction. Personal comfort preferences — such as a mattress feeling too firm or too soft — are not considered manufacturing defects and are therefore not covered under this warranty.

How to claim the Warranty

Sagging / Body Impression Inspection

Thank you for investing in a Dunlopillo

Dunlopillo makes every effort to ensure the best workmanship and only the finest materials goes into your Dunlopillo product. Please inspect your mattress upon delivery to ensure your product reaches you in its peak condition. Do not accept a faulty product to ensure you obtain the best experience from your Dunlopillo.

Warranty Registration