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Warranty

Macio Home mattresses are covered by a 10 years warranty, from the date of delivery and collection. This warranty is not transferable and covers only the original purchaser who continues to be the owner of the product and only applicable in Malaysia.

Purchaser need to pay their own shipping for repairing the mattress as the charges below : 
Klang Valley & Outstation area : RM150
Repair time frame : 7-14 working days 

 

This warranty covers with free service:

  • Deterioration causes the Mattress to have a visible indentation greater than two (2) inch that is not associated with an indentation or sag which results from use of an improper or unsupportive foundation.
  • Any physical flaw in the Mattress that causes the foam material to split or crack, despite normal usage and proper handling.
  • Customer only can claim the same range of products by following the order details, if want to claim another range of products customer will need to pay the additional cost. 

Unfortunately, the following matters are not covered by the Macio Home Warranty: 

  • Normal wear and tear, including minor pilling, fading, stains and discolouration, and softening of the product that does not affect performance. 
  • A normal increase in softness of the foam pressure-relieving material which does not affect the pressure-relieving qualities of the Mattress.
  • Comfort preference.
  • Physical abuse or damage to the structure and/or cover material, including but not limited to, burns, cuts, tears, liquid damage, or stains; provided, that the defect is caused by such abuse or damage.
  • Damage caused by commercial use, such as in a hotel, homestay, resort, airbnb or store.
  • Any mattress (whether manufactured by Macio Home or not) sold by resellers who are not authorized retailers.
  • Mattresses sold “as-is”, “preconditioned”, “reconditioned”, “used”, “comfort return”, “returned”, “previously owned”, or any other similar wording indicating that the Mattress is not “new” or of “first quality”, or has previously been purchased or used by another consumer.
  • Minor changes or setting to foams or cushioning layers that may cause visible or unseen indentations of less than one (1) Inch 
  • Give away prizes is not covered with warranty.

     

    Warranty Process 

    To submit a warranty claim, please notify us. You may facebook message us at Macio Home or Whatsapp us at +60-12 344 7994. Additional contact information can be found under the contact section at maciohome.com Contact information may change from time to time, and Macio Home’s then-current website may be consulted for latest contact information. 

    The law tags from the mattress must be intact for Macio Home or its third-party providers to process a warranty claim. 

    The warranty for any repaired or replaced mattress runs from the date of original purchase and not from the date of the replacement. Whether to repair or to replace the mattress shall be at Macio Home’s sole option. The cover is not part of 10-year warranty and is separately addressed herein. 

    For the health and safety of those required to dispose of, or otherwise handle, the mattress, Macio Home may refuse to inspect the mattress or assess whether it is covered by the warranty if there is evidence of damage, abuse, or neglect. In such a case, Macio Home reserves the right to deny warranty coverage. Photos may be requested to be sent via the internet or email to Macio Home. Macio Home may require you to provide proof of your consistent use of a sufficient foundation and frame since purchase of the mattress before this warranty will apply. 

    All orders per unit of the product only can claim warranty for 1 time. 

    If the customer bought king size mattress upon receiving the item, after that customer wants to change to a queen-size mattress, the customer needs to pay the RM150 transport fee to do the exchange. and make sure the plastic is not removed. Once the plastic is removed then we cannot do an exchange due to cleanliness. 

    All rights will be reserved by Macio Home.

    Macio Home BED FRAME

    Unfortunately, Macio Home’s bed frame collection isn’t covered with warranty. But if there is a defect during delivery, we will rearrange a new one and deliver it to the purchaser. When you receive your order in two day and if you find a defect, please reach our customer service asap (through Whatsapp/ Facebook Message). We will discuss the conditions and check the defective part to make a final decision of changing the new pieces. 

    Macio Home SOFA

    Unfortunately, Macio Home’s sofa collection isn’t covered with warranty. But if there is a defect during delivery, we will rearrange a new one and deliver it to the purchaser. When you receive your order in two day and if you find a defect, please reach our customer service asap (through Whatsapp/ Facebook Message).  We will discuss the conditions and check the defective part to make a final decision of changing the new pieces.

    All claims must be supported with the relevant documentation and only allowed for 1 time. The Company reserves the right to examine the Product and subject it to independent assessment and reject any exchange, or warranty cases deemed unfit or unreasonable.

     

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