Warranty

Harper 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. Please retain a copy of your receipt as a proof of original purchaser.

 

This warranty covers

  • Defect of a structural or manufacturing nature, including physical flaws in mattress causing the foam materials to split or crack.

  • Deteriorating resulting in a visible indentation or sag of 40mm or larger when no weight is applied onto the mattress.  

 

Harper Pillow is covered by a 2 years warranty from the date of delivery or collection. 

This warranty covers

  • Defects of a structural or manufacturing nature, including structural flaws in the pillow causing the foam materials to split or crack, despite normal usage and proper handling.

  • Deterioration resulting in a visible indentation or sag of 40 mm or larger when no weight is applied onto the pillow.

 

This Warranty does not cover

  • Individual comfort preferences such a firmness, texture and feel.

  • Physical abuse and improper use such as a prolonged sitting on the mattress’ s edges, bending, folding, standing, or jumping on the mattress resulting in damage to its structure and / or cover material, including but not limited to cuts, tears, stains, soiling.

  • Deformity or damage to the mattress caused by improper washing, drying or high temperature treatment

  • A normal increase in softness of the foam pressure-relieving material which does not affect the pressure-relieving qualities of the Mattress

  • Any Harper products sold by resellers who are not authorised retailers.

  • Abnormal or non-domestic use of the mattress

  • Odour (some of the mattress can have a natural odour)

  • Minor manufacturing discrepancies or cosmetic flaws

  • Mattress dimensions within the accepted tolerance of +/- 3 cm on the quoted size

  • Usage outside Malaysia
     

How to claim the Warranty

Please contact us through our email support@harpermattresses.com with your Order Number, Images of defects, Reason of the warranty claim. We will review your Warranty claim request with the Production Team for approval or rejection of the claim request (case by case basis).

Upon the warranty approval, and during the warranty period, transportation costs for collection and delivering the replacement product will be borne by the customer. Transportation payment must be completed within 100 days from approved warranty request email. Failing to complete the payment within the given timeframe may result in the closing of your warranty case automatically. We will arrange the transportation team to collect the defective mattress and arrange a redelivery of the new mattress within a timely manner subjected to the delivery location.

In case an identical model or material is not available for a replacement, Harper reserves the right to substitute a comparable model or material, and any price difference shall be borne by the customer. Repaired or replaced mattresses or mattress covers are subject to the same Warranty as the original mattress, such that its warranty term begins on the delivery / collection date of the original mattress that was purchased.