Spinalflex Terms & Conditions

By purchasing item through this website, you accept and agree to our terms and conditions underneath.

BE AWARE THAT IT CAN TAKE UP TO 30 DAYS FOR YOUR BODY TO ADJUST TO THE FEEL AND SUPPORT OF A NEW SLEEP SYSTEM. FOR ALL NEW MATTRESS, PLEASE ALLOW AT LEAST 24 HOURS TO FULLY EXPAND BEFORE USE.

By buying this mattress you agree and abide by our terms and conditions. Spinalflex provides the mattress warranty to the original purchaser only, against defects in materials (other than covering materials) for 30 years. This is provided that the defect is not a result of normal wear and tear, or a natural characteristic of the material used. After confirmation of the defect by a mattress expert appointed by both parties, the purchaser can return the mattress to the vendor's warehouse at the purchaser's expense and Spinalflex will repair or replace the mattress at a price equal to 1/10 of the current price starting from the 4th year of used, multiplied by the number of years of service the mattress has provided, and for the first 3 years of used, the purchaser must pay for the number of years used multiplied by $100 per year.

Section 1:

This warranty is also subject to  the Terms and Condition set out below:

Mattress must be in a sanitary, unstained and unbroken condition to retain the warranty. Warranty is void if the mattress and /or foundation has been burned, damaged, stained, or otherwise abused.

The warranty shall become void if the mattress is used for commercial (E.g. hotel/motel) or outdoor purpose or exposed directly to sunlight, extreme heat or bright light. No claim can be made by the purchaser under this warranty if any damage caused by accident, abuse, neglect, negligence, any damage caused by alteration, modification or act of God.

The warranty shall become void if the defect is caused by any improper use of the mattress such as without mattress protection, matching improper bedding foundation, beating the mattress, jumping on the mattress, using vacuum cleaner etc.

"Too hard or too soft" is a personal judgment, which should be resolved at the time of purchase, it is not warranted.

Repair or replacement is at the discretion of Spinalflex. Warranty is void if the labels are removed.

Proof of original purchase must be verified with Spinalflex Sales Order.

Spinalflex reserves the right to charge for any service not covered by this warranty.

Section 2:

This warranty cover the following specific manufacturing faults under conditions of normal wear:

A visible level of dipping/sagging (without applied body weight) is greater than 60mm on the mattress. This refers to an dipping that is visible when no weight is applied to the top of the mattress. Please note that Spinalflex mattresses are designed to work on a firm, solid-surface, on a bed base (e.g., a frame or platform) that is structurally capable of supporting the weight of the mattress and user upon it.

 

Section 3:

The warranty does not cover:

 

if item is sold in Factory Clearance Sale.

Mattress fabric and removable cover, ventilation band (including scratches, stains, soiling, burns or pilling).

Tear and damage of the forms.

Normal body indentations and depression in mattress (less than 60mm).

Handles (where fitted).

Bedding sold 'As Is'

Comfort Preference/Issue (not cool, supportive enough etc.), or any adjustments to comfort layers

Bed Height.

Sheet fit.

Mattress damage due to an inappropriate foundation. A mattress is designed for full performance when used in conjunction with a matching foundation as part of a total sleep set. Foundation must be supported by bed slats spaced less than 3cm apart on a cross-based frame. A frame must have a minimum of four legs, glides, or rollers on queen beds and five on king beds. A high-quality bed frame without losing any part of the frame is required.

Minor manufacturing anomalies that do not impact the performance of the bed (eg. mis-stitching on quilting).

Replacement of another piece of the sleep

Damage due to abuse.

Customer has back injury or required special mattress appointed by doctor to solve health problem. This warranty does not cover Comfort issues relating to customers special preferences/expectation.

Regular users a weight of more than 100kg each person sleeping on the mattress.

Section 4:

Return and exchange policy:

 

Note: Return & Exchange policy is not applied if item is sold in Factory Clearance Sale) Mattress can be returned or exchanged up to 7 days after purchase only if it arrives with damage or manufacturing defect is found. Buyer must notify seller item arrives damaged within 24 hours of receipt, and notify manufacturing defect with 7 days of receipt, fail to report within such period no claim will be processed.

We strongly suggest customers come to our showroom to try the product prior to purchase, since we are not able to accept returns for expectation, compatibility, satisfaction or change of mind.

"Doesn't fit bed base" is not acceptable reason for return or exchange.

Special orders, clearance items, and merchandise sold as-is are also not eligible for return and exchange.

All return items will be charged 15% handling fee.

Delivery fee, shipping fee, third-party commission fee, Paypal fee are not refundable.

 

Section 5:

Payment of mattress is refundable if:

The item/s are returned to us as new condition with all internal and external packaging, accessories, swing tags, labels and manuals complete and intact.

The item/s are NOT opened, used, worn or damaged, and are in 100% re-saleable condition when we receive them back.

The item is securely packed for return postage to ensure that the item and packaging is received back by us in original and re-saleable condition.