This section gives the guidelines and terms of enforcement of the warranty policy:
Warranty will be applicable from date of purchase of the mattress.
Warranty is applicable on ‘carry-in’ basis – i.e. the customer must bring the defective mattress to the dealer point, and take new mattress from there.
Sagging means reduction in thickness > 15mm (for mattresses <4″ thick) and > 37mm (for mattresses >4″ thick).
Size variation means variance in length or width of the mattress by more than +12mm or -6mm from the stated size.
The method for checking the size of the mattress is given in Annexure 1.
Pro-rata warranty is applicable, i.e. 100% value of the mattress (purchase price) is awarded to the consumer in case of warranty claim within 1 year of purchase. Subsequently, pro-rate calculation
WARRANTY WILL NOT BE APPLICABLE IN FOLLOWING CASES
Invoice and warranty card are not available.
The mattress is out of warranty period.
Bending/folding/cutting/mishandling of the mattress by consumer.
Mattress is placed on soft or uneven surface, or a bed/cot of the wrong size.
Seepage of water or any other liquid onto the mattress.
Placing any heavy or unusual object on the mattress.
Infestation by insects or rodents.
Exposure to heat or fire/smoke.
Soiling or wear and tear of the outer cover/fabric during usage.
Customer is unwilling to allow on-site inspection of mattress by company sales representative.
The manufacturers decision will be final and binding on any claim relating to warranty.
TYPES OF DEFECTS
The nature of defects generally observed can be classified under 3 categories: transit damage, manufacturing defects, and usage based complaints
PRIMARY TRANSIT DAMAGE
Damages upto the point of primary sale (first point of delivery) from the company plant/branch. Typically, the defects found under transit damage are:
Hook Marks/Rope cuts on fabric cover
Border wire bend
This type of damage must be notified immediately upon receipt of material – and duly acknowledged on the LR of the delivering transporter, along with nature of defect. In case this is not done, transit damage claims shall not be accepted and construed to be damaged either at Dealer / Distributor godown or during secondary transit (for which company cannot take responsibility).
These type of defects are identified at dealer counter or customer location prior to usage. The typical defects under this category are:
The procedure for measuring mattress dimensions is outlined in the section on ‘Warranty Guidelines’. Stitching/quilting defects may be repaired locally with the assistance and approval of local territory-incharge.
USAGE BASED COMPLAINTS
These comprise of defects that may have developed in the product during usage, and covered within the period and terms of warranty. Common post-usage complains are:
In such cases, inspection report must be prepared for the damaged mattress by concerned sales representative as per the instructions given in the section on ‘Complaint handling procedure’.
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