365 DAYS, FRET NOT
We get it, sh*t happens sometimes...
We’ve got you covered no matter what! Get a 1-time replacement of the same mattress at 50% off within 365 days of your purchase, should anything sad happens to your mattress that was not covered under the service or repair terms of the warranty.
100 NIGHTS FREE TRIAL
A 100 nights to fall in love with your newest mattress!
Snooze like a baby again as your body adjusts to it gradually. And if you are still not having the best slumber or just having a change in preferences, worry not! We understand and are here to help you to regain your sweet dreams with 1-time exchange to another mattress of equivalent or higher value.
PERFORMANCE GUARANTEED
Happily ever after
With our performance guarantee, we stand behind the quality of our mattresses. If you find that your mattress does not meet your expectations or perform as promised, we will work with you to make it right. Our Sleep Expert will go above and beyond to find a solution that leaves you completely satisfied.
Contrary to popular misconception of two extreme beliefs, firstly a mattress requires basic care and maintenance to ensue its lifespan. Secondly, care and maintenance for a mattress is not rocket science! A mattress, if taken care of properly, will last you for a good number of years as per its warranty terms.
Here are some tips on how you can care for your mattress!
- Proper bed base
Use your mattress on an appropriate bedframe of the correct size for a seamless fit. Ensure that the bedframe base provides sufficient support for the mattress to keep it in shape. - Use a mattress protector
Extra protection can shield your mattress from accidential liquid spillage, sweat stains and dust mites. Some with children or pets would also prefer using waterproof protector. Mattress protector is washable and you could put it in a wash bag before throwing it into the washing machine for a wash and tumble. - Spot cleaning
If your mattress is stained, you could try to clean it up as soon as possible with a simple cleaning solution. Mix some stain remover or mild detergent with cold water and use a cloth soaked and twisted dry with it to clean. Alternatively, you could spray the solution directly onto the stain and wipe it down with cloth. - Vaccum your mattress every 3 months
Vaccum the top of your mattress with an upholstery vaccum attachment vertically from head to bottom. Cover the entire area before repeating the step horizontally from side to side of the mattress. Don't forget the edges of your mattress too. There is no need to vaccum the mattress base unless otherwise stated in the care instruction.
The local warranty period varies for different mattress collections. Here's a table of the warranty period for the respective collections at a glance.
The warranty of your mattress will activate from the date of purchase, however you are require to complete the registration online using the form within 30 days upon delivery to ensure coverage for the full warranty period. Any registration done after the 30th days will be invalid and warranty for the mattress will be automatically voided.
All HOOGA mattresses which are successfully registered under the official warranty scheme is protected against manufacturing defects, due to faulty workmanship or materials, from the date of purchase/ exchange/ replacement.
Free servicing or repair will be conducted by HOOGA personnel or our official partners for affected mattresses. HOOGA reserves the right to replace the defective parts with materials of equal quality if the original materials are not available.
If the manufacturing defect is unsalvageable by repair, the company will substitue a new mattress of the same unit and size for free. However if the same unit is unavailable for some reason, i.e. out of stock or discontinued, the company will advise other units for customer's consideration. The new unit will adhere to the original warranty period and will continue from the original date of purchase.
The number of times for servicing, repair or substitute of new mattress are unlimited within the original warranty period.
Manufacturing defects refer to structural defects which undermined the mattress' performance including:
- Permanent visible mattress indentation greater than 1.5 inches or 3.8 cm resulting from flaws in manufacturing and not from normal wear and tear.
- Any physical or structural flaw in the mattress that causes the foam to spilt or crack, despite normal usage and proper handling.
- Manufacturing faults of coils or wires that are loose or broken and coils or wire that protrude or tear through any fabric not under the conditions of normal wear.
Conditions that are not covered under the original warranty:
- Normal wear and tear from usgae, including increase in softness of the foam.
- Body impressions that are considered a normal phenonenon of which the comfort layers have conformed to your body shape.
- Minor manufacturing discrepancies or cosmetic flaws such as loose threads or slight colour differences which do not cause structural defects.
- Damages, indentation, or sagging resulting from the use of an improper or unsupportive foundation or adjustable bed base.
- Improper care or maintenance including (but not limited to) abusive or rough handling; negligent use for non-intended purposes; unsanitary conditions including stains, soiling, bugs infestation; improper storage that causes moulding, damping, fabric discolouration; improper cleaning or repairs carried out by any party other than HOOGA or its authorised partners.
- Any intentional or willful damage or alteration to the products.
- Any other defects that are not included in manufacturing defects.
Other exceptions:
- Change of preferences or satisfaction levels of the mattress will not be justified for warranty coverage.
- Products that are sold "as-is" such as display or clearance set, or that are not "new" that might have previously been purchased or used by another customer are not under warranty coverage unless otherwise stated.
- HOOGA reserves the right to refuse collection and services of maintenance and repair of the mattress if it is found on inspection to be in unsanitary conditions. Customer would have to make sure that the product is in acceptable hygienic condition prior to inspection.
- The warranty does not cover any transport, handling, removal and delivery charges of the mattress unless otherwise stated. In addition, the mattress must be in the respective country which is it purchased and registered in for the local warranty to take effect.
- The warranty does not cover customer's misplacement of missing parts if the mattress specifically comes with purposeful detachable parts, such as the detachable mattress foams in Ergo collection to allow for customer's own configuration according to their preferences.
What happens if your mattress is affected by manufacturing defects?
- You may fill and submit the customer service form at this link or email us via mattresscare@findinghooga.com to raise your concerns and request for free servicing or repair of the mattress.
- Please include the following details in your submission: First Name and Last Name as per your IC, Mobile, Email, Address, Mattress Serial Number (which could be found on a small tag at the center underneath the head of your mattress).
- Our customer service team will then guide you through the warranty claim process.
- In order to process the claim, the team would require photos or videos of the damage condition or arrange for a virtual or on-site inspection by our HOOGA personnel to verify the manufacturing defects.
- If the mattress is eligible for servicing or repair, the mattress will be collected by our HOOGA personnel for the purpose and customer will be advised the time required.
- We will also advise any possible fees involved for on-site inspection, collection and delivery of mattress.
Any received submission will take up to 7 working days to process.
If your mattress is being substituted with a new one, register it at the form to ensue the continuity of the warranty coverage.
Still not having the best slumber or just having a change in preferences? You can opt for a 1-time exchange to another mattress of equivalent or higher value* within 100 days from the date of your purchase! (*Refers to the original retail selling price of the mattresses.)
But before that, have you already sleep on the mattress for at least 25 nights? It takes around 3 to 4 weeks for your body and mattress to adjust to each other. Hence do give it another try before requesting for an exchange.
To be eligible for an exchange, the original mattress purchased must be kept in acceptable and hygienic condition without any accidental or intentional damage or alteration to its structure or appearance. This excludes normal wear and tear with usage under proper care.
Every original purchase will only be entitled to a 1-time exchange or replacement. If the 1-time exchange or 1-time replacement option has been utilized, the new selected mattress will no longer be applicable for the 100 Nights Free Trial or 365-Days Replacement program.
The original mattress could not be exchanged for another size. Any mattress sold "as is" such as display or clearance set, or that are not "new" that might have previously been purchased or used by another customer are not eligible for exchange unless otherwise stated.
There is no need to return the mattress with its original packaging.
You have the option to select another mattress of equivalent or higher value* for the exchange, with a monetary top-up of the price differences if the latter is chosen.
If the new selected mattress is having a price promotion at the moment, HOOGA will adhere to the markdown discount, capped at maximum 20% off its original retail selling price unless otherwise stated. If the discounted price is lower than the original purchase, the differences is non-refundable to customer. The discount is non-stackable with all other instore promotions, unless otherwise stated.
If for some reason, which is valid and agreeable between the customer and HOOGA, that the customer has selected a mattress of a lower value* than the original purchase, the differences is non-refundable to customer.
(*Refers to the original retail selling price of the mattresses.)
If your original purchase came with any complimentary gifts or vouchers, there is no need for you to return the items or vouchers.
If the new selected mattress is having a promotion that cames with any complimentary gifts or vouchers at the time of exchange, you will not be entitled to these benefits.
The above terms apply unless otherwise stated.
The warranty period and coverage for manufacturing defects of the new selected mattress will overwrite the existing warranty of the original purchase and take effect from the date of exchange.
You are require to complete the new warranty registration online using the form within 30 days upon delivery to ensure coverage for the full warranty period. Any registration done after the 30th days will be invalid and warranty for the mattress will be automatically voided.
All HOOGA mattresses which are successfully registered under the official warranty scheme is protected against manufacturing defects, due to faulty workmanship or materials, from the date of purchase/ exchange/ replacement. Please refer to HOOGA Mattress Warranty Terms for more details.
How to request for an exchange?
- You may fill and submit the customer service form at this link or email us via mattresscare@findinghooga.com to raise your request for a 1-time exchange.
- Please include the following details in your submission: First Name and Last Name as per your IC, Mobile, Email, Address, Mattress Serial Number (which could be found on a small tag at the center underneath the head of your mattress).
- Our customer service team will then guide you through the exchange process.
- In order to process the exchange, the team would require photos or videos of the mattress' condition or arrange for a virtual or on-site inspection by our HOOGA personnel to verify that its condition is good and acceptable.
- If the mattress is eligible for an exchange, you could select your new mattress which will be delivered at a cost. The original mattress will be collected by our HOOGA personnel at the same time.
- We will also advise any other possible fees involved such as for on-site inspection.
Any application of exchange request that is submitted to us by 11.59PM of the 100th day from the date of purchase (Day 1) will be valid for exchange consideration. Any received submission will take up to 7 working days to process. If the customer is not reachable within the next 31 days upon being contacted by a HOOGA personnel to complete the exchange, the option will be void.
Should anything sad happens to your mattress that was not covered under the service or repair terms of the warranty, you can opt for a 1-time replacement of the same mattress at 50% off within 365 days of your purchase.
To be eligible for a replacement, the original mattress purchased must be proven and verified that its damage or spoilage are not caused by manufacturing defects and are beyond servicing or repair. This excludes normal wear and tear with usage under proper care.
Every original purchase will only be entitled to a 1-time exchange or replacement. If the 1-time exchange or 1-time replacement option has been utilized, the new selected mattress will no longer be applicable for the 100 Nighs Free Trial or 365-Days Replacement program.
The original mattress could not be replaced with another size. Any mattress sold "as is" such as display or clearance set, or that are not "new" that might have previously been purchased or used by another customer are not eligible for the replacement unless otherwise stated.
There is no need to return the mattress with its original packaging.
Under the 365-Days Fret Not replacement program, you are entitled to select only the same unit of the mattress originally purchased as the replacement. If the same unit is unavailable for some reason, i.e. out of stock or discontinued, HOOGA will advise other units for your considerations.
You would be enjoying 50% off the original retail selling price of the replacement mattress, irregardless if it is having a price promotion at the moment. The 50% discount is non-stackable with all other instore promotions, unless otherwise stated.
If your original purchase came with any complimentary gifts or vouchers, there is no need for you to return the items or vouchers.
If the new selected mattress is having a promotion that cames with any complimentary gifts or vouchers at the time of replacement, you will not be entitled to these benefits.
The above terms apply unless otherwise stated.
The warranty period and coverage for manufacturing defects of the new selected mattress will overwrite the existing warranty of the original purchase and take effect from the date of replacement.
You are require to complete the new warranty registration online using the form within 30 days upon delivery to ensure coverage for the full warranty period. Any registration done after the 30th days will be invalid and warranty for the mattress will be automatically voided.
All HOOGA mattresses which are successfully registered under the official warranty scheme is protected against manufacturing defects, due to faulty workmanship or materials, from the date of purchase/ exchange/ replacement. Please refer to HOOGA Mattress Warranty Terms for more details.
How to request for a replacement?
- You may fill and submit the customer service form at this link or email us via mattresscare@findinghooga.com to raise your request for a 1-time replacement.
- Please include the following details in your submission: First Name and Last Name as per your IC, Mobile, Email, Address, Mattress Serial Number (which could be found on a small tag at the center underneath the head of your mattress).
- Our customer service team will then guide you through the replacement process.
- In order to process the replacement, the team would require photos or videos of the damage condition or arrange for a virtual or on-site inspection by our HOOGA personnel to verify that the damages caused by non-manufacturing defects are beyond servicing and repair.
- If the mattress is eligible for a replacement, you could select your new mattress which will be delivered at a cost. The original mattress will be collected by our HOOGA personnel at the same time.
- We will also advise any other possible fees involved such as for on-site inspection.
Any application of replacement request that is submitted to us by 11.59PM of the 365th day from the date of purchase (Day 1) will be valid for replacement consideration. Any received submission will take up to 7 working days to process. If the customer is not reachable within the next 31 days upon being contacted by a HOOGA personnel to complete the replacement, the option will be void.
Klang Valley: Free* Delivery & Disposal Service
Peninsular Malaysia: A RM100 Delivery fee applies for per delivery address. Disposal Service is not available.
NOTE:
* Additional Staircase fee of RM50 per floor (for each mattress) applies if elevator is not available at the delivery address, or if the elevator is unusable due to limited space capacity.
* Free delivery and disposal service does not apply for the exchange or replacement unit under the 100 Nights Free Trial and 365 Days Replacement Scheme.
* Disposal service corresponds to the unit/s of mattress purchased, i.e. disposal of 1 old mattress for every delivery of new mattress.
* Hooga reserves the rights to amend the delivery terms without prior notice.
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