1. Policy

MoltyFoam a leading name in mattress manufacturing, is committed to providing customers with high-quality mattresses designed to offer comfort and durability. To demonstrate our dedication to your satisfaction, we offer the following warranty:

Limited Warranty Period:

Given the nature of our products, we do not accept returns or exchanges on any items except in cases of manufacturing defects. All sales are final.

We encourage customers to carefully review all product details, descriptions, dimensions, and specifications before making a purchase to ensure the item meets their needs and expectations.

In case of receiving a defective product, the customer will have to share the proof on our given helpline number for the defective product to be inspected and if the product is found to be defective due to a manufacturing fault and is not damaged due to other causes, the team will provide a timeline for the replacement of the product.

2. Mattress Care

DO’s:

• Do rotate your mattress regularly (if it's flippable) to promote even wear and extend its lifespan.
• Do follow the manufacturer's guidelines for cleaning stains, using a mild detergent or a recommended cleaning solution.
• Do allow your mattress to air out occasionally by removing bedding and opening windows to reduce moisture. 

• Do use a proper foundation or bed frame to provide adequate support for your mattress.

DON’T’S:

• Allow your mattress or foundation to become stained, soiled, or dirty.
• Jump or stand on your mattress. Misuse of this kind could cause unnecessary damage
• Place your mattress on any uneven surface.
• Keep the mattress rolled up for extended period of time

 

3. What is covered under this limited warranty?

At the time of purchase, kindly review and confirm all aspects of your purchase(s), including but not limited to the Item details, Quantity, Size/Dimensions, and Price.

The Delivery Date of your items is in the Order to accommodate your suitability and for scheduling. However, the Company reserves the right to reschedule the Delivery schedule due to operational reasons.

Here’s what we need from you

First, please make sure you have cleared the passage and got rid of the old stuff you have! We do not dispose, dismantle, shift or haul old/unwanted furniture. Out with the old, in with the new!

Second, please make necessary arrangements and permissions to receive goods without issues in your community/building .

 

4. Returns and Refunds

·        Order Cancellation Policy:

You can cancel your order for any standard size item by sending an email to support@moltyfoam.ae. For orders cancelled after dispatch of goods, shipping will be charged at AED 150. Custom orders cannot be returned or exchanged and its delivery cost and delivery time will be communicated over phone call or email. 

·        Refund Policy:

We strive to ensure your satisfaction with our products and services. In compliance with UAE laws, customers are entitled to a refund if a product is defective, not as described, or does not meet the intended purpose. Refunds will be processed to the original payment method within the 15 business days, subject to verification. To request a refund, please provide proof of purchase and contact our customer service team within 7 days of purchase.

·        Return Charges:

Return shipping is charged AED 100 (per trip) if the reason is not faulty or defected or wrong item sent.

·        Custom Order Policy:

We are currently not taking orders of custom size mattress in the UAE region.

All items must be opened and checked by the customer (maintaining the original packing), If received items are faulty, defected or incorrect, Master MoltyFoam must be notified within 48 hours by official email to support@moltyfoam.ae and follow the correct returns policy as stipulated herein.

Based on our evaluation of the item's condition, we will refund the product value; MoltyFoam reserves the right to refuse a return or exchange.

Any further issues or concerns, you can contact us at +971 600565651 or email us at support@moltyfoam.ae

 

How to file a warranty claim?

If you believe your mattress has a defect of any kind, the steps to filing a warranty claim are straightforward, but it takes between 2 to weeks for warranty fulfillment. There are potential fees you may be required to pay during this process. These fees include but are not limited to inspection charges, transportation costs, and depreciation fees for replacement. 

Further details or procedural instructions will be conveyed via telephone within a span of 5 working days.

 

Guidelines:

Please note MoltyFoam takes all efforts to complete these requests as quickly as possible and some cases can take longer than others.

In the event of a manufacturing defect in a component or feature of the mattress, MoltyFoam‘s sole and exclusive liability and your sole remedy under this Mattress Warranty will be subject to MoltyFoam option, to repair or provide a replacement Mattress.

In the event that MoltyFoam approves to replacement of the mattress or component, MoltyFoam will replace it with the model, version, color, or style available at the time of replacement, which may be different in certain respects than the original.

Replaced or repaired Mattresses are subject to the same limited Mattress Warranty as the original Mattress. 

If you wish to replace a defective mattress with a more expensive mattress, you may be required to pay the difference in price between the original mattress and the more expensive mattress in addition to any applicable depreciation charges.

Process and timeline:

MoltyFoam may adopt the process and deliver the repaired mattress, or a replacement thereof, within the timelines required for the said process. 

 

Warranty Coverage

1. What is covered?

Defects that arise or appear in circumstances in which you have handled, maintained, and used the Product only for its intended household purpose and have not subjected it to commercial use or other conditions likely to cause deterioration or damage beyond normal wear.

 

Manufacturing defects in the mattress, including flaws in materials or workmanship that lead to visible indentations.

• Faulty Materials
• Broken, burst, or bent coils.
• Sagging or dents which are not associated with normal use i.e. as defined above.
• Splitting or cracking of the foam, provided it is not the result of misuse.

 

1. When is the warranty not covered?

• Invoice and warranty card not available.
• Mattress is out of warranty period.
• Damage to the zippered mattress cover due to improper care.
• Damage caused by fluid substances or burns of any sort.
• Damage caused by insufficient flipping or rotation of the mattress.
• Individual or personalized allergies and sensitivities.
• Product not maintained in accordance with the care instructions.
• Normal wear and tear, including minor softening of the mattress.
• Indentations measuring less than [Depreciation Threshold] inches.
• Warranty does not cover depression of less than 1.5″ in the 5″ thick mattress and depression of less than 1″ in the 4″ & less thick mattress.
• Damage caused by misuse, abuse, or improper handling of the product.
• Cosmetic issues or changes in appearance.
• Comfort preference (If you purchase the mattress and decide it’s not comfortable, a mattress warranty will not cover a replacement or exchange).
• Damage caused by service performed by anyone who is not an authorized representative of 
• Mattresses not used on an appropriate foundation or support system, including those placed directly on the floor.
• The dimensions of the bed and its surface frame do not align with the measurements specified for the mattress.

 

1. What Voids this Limited Warranty:

• Stains: liquid damage and irremovable stains on mattresses are unsanitary and unsafe to return to the warehouses.

• Failure to flip or rotate the mattress- Rotating and flipping your mattress ensures it wears evenly and deters sags. If you fail to flip or rotate your mattress every three to six months, sags may appear sooner than expected, but as a result of improper care, leading to a voided warranty.

• Failure to unpack the mattress- If you leave your mattress in its box or zipper packing for an extended period (over 2 to 4 weeks), it can cause permanent damage.

• Unsupportive foundation- Mattresses need specific foundations to carry their weight and ensure they don’t sag prematurely.

1. Guidelines

• Replacement of one piece of your mattress does not mean the other piece will be automatically replaced.

• Prior approval from the company must be received before returning your product to an MoltyFoam authorized dealer or service center. The customer should first get the complaint registered without the company’s approval the customer cannot visit a dealer to get a replacement for the mattress.

All transportation costs and the cost associated with inspection must be paid by User.

 

9. Depreciation

Under this limited warranty coverage, the mattress depreciates a certain percentage each year until the warranty expires.

To calculate depreciation on an approved warranty claim, the following formula will be used:

Depreciation Percentage = [(Number of Months since Purchase) / (Warranty Period)] * 100

Sample Calculation: If a mattress is [38] months old and the warranty is [120] months, the depreciation percentage would be [38 / 120] * 100.

 

10. Exclusions

The warranty is null and void if the product is found to have been subjected to misuse, abuse, or inadequate support.

Minor issues, such as minor softness, are not covered under this warranty.

 

11. Warranty Solutions

If an approved warranty claim is made, MoltyFoam will, at its discretion, provide one of the following remedies: 

• Repair the mattress.
• Replace the mattress with an equivalent or similar model.

 

12. Transportation Costs

Warranty is applicable on a ‘carry-in’ basis i.e. the cost of transporting the mattress for warranty claims or issue resolution is the responsibility of the customer.

The customer must bear all transportation costs associated with warranty claims.

 

13. Limitation

To the extent permissible by applicable law, the mattress is provided “as is” and this warranty and any implied warranties are your exclusive warranties and replace all other warranties or conditions, express or implied.

Any implied warranties on your mattress by MoltyFoam, including any implied warranty of merchantability or fitness for a particular purpose, shall not exceed the term during which this limited warranty is in effect.

To the maximum extent permitted by applicable law and except as set forth in this limited mattress warranty, in no event will MoltyFoam or its suppliers be liable for procurement of substitute products or other special, incidental, consequential or indirect damages arising out of or related to the mattress or its use by you or any third party, whether under theory of contract, tort (including negligence), indemnity, product liability or otherwise.

This limitation will apply even if MoltyFoam has been advised of such damages and notwithstanding the failure of the essential purpose of any limited remedy.

 

In case of conflict, the Company will responsible to the amount only paid during purchase. The Company will  not be responsible for providing transportation cost or emotional or physical damages that occurred due to the mattress, if any.

Limitation of Liability:

Financial responsibility is strictly limited to the precise value of the purchased mattress, regardless of the circumstances leading to the claim.

 

Under no circumstances will MoltyFoam be liable for any additional costs, consequential damages, or expenses incurred by the customer, beyond the original purchase price of the mattress in question.

 

14. Miscellaneous

This warranty is only valid within the jurisdiction where the mattress was originally purchased.

MoltyFoam reserves the right to improve or modify mattress models without prior notice.

The terms of this warranty may vary according to local regulations.

All local proceedings pertaining to this matter shall be conducted within the jurisdiction of Lahore City, where Company’s Principal Office/ Registered Head Office is located. This decision aligns with the established legal framework and ensures that due process is adhered to with the utmost formality.

 

15. Contact Information

For any questions or assistance regarding warranty claims, please contact or WhatsApp at our helpline (0971) 111 666 555.

Thank you for choosing MoltyFoam. We are dedicated to providing you with superior sleep comfort and ensuring your satisfaction with our products.

By purchase of Company’s product(s), the Costumer hereby acknowledge acceptance of warranty of said product subject to terms and conditions mentioned hereinabove.