Mattress Warranty

Every DUNLOPILLO® mattress produced by us comes with a 10-Year Pro Rated Limited Warranty. The details of the warranty terms & conditions (T&C) are specified in your DUNLOPILLO® Warranty Information booklet. Please read the T&C carefully and should you have any enquiries, you may contact us at service@dunlopilloworld.com.

To facilitate further product warranty, please fill out the Warranty Card provided and mail it back to us or register online at Dunlopillo’s website – www.dunlopilloworld.com. Please retain your receipt and warranty card with you during the warranty period of your mattress.

At first, your new DUNLOPILLO® mattress may feel a little different from the mattress you have been sleeping on. Don’t worry, you’ll soon become adjusted to the extra comfort, support and benefits that only a DUNLOPILLO® sleep system can provide.

Body Comfort Impressions
Small indentations on the surface of new quality bedding are normal whilst the upholstery filling is leveling to a final position and getting used to your body contour. This does not constitute a manufacturing fault. On a pillow top mattress, up to 35 mm height loss is considered normal. On a non-pillow top mattress, up to 25 mm height loss is considered normal.

Smell / Odor
There may be an odor common to new products upon opening the packaging of your new mattress. Please allow a minimum of 2 weeks for the smell to disperse naturally. Keep the room where the mattress is placed as well ventilated as possible.

Your DUNLOPILLO® mattress will provide you with years of excellent service if you follow these easy instruction care

A mattress is a big investment and rightly so as the quality of your sleep has a profound effect on the quality of your life and how well you function. Since we spend about a third of our lives sleeping, it is worth taking a few moments to keep it functioning at its best. The following instruction care steps are made to ensure you get the best out of your DUNLOPILLO mattress.

  1. Support your mattress. Ask for a suitable foundation. Do not be misled to believe that it is sufficient to buy a new mattress only after your present mattress shows wear and tear. Mattress failure or “wear out” is often caused by foundation failure. Your mattress foundation should have a:
    1. Minimum 4 legged bedframe for a Twin or Full sized mattress
    2. Minimum 5 legged bedframe with center support for a Queen sized mattress
    3. Minimum 6 legged bedframe with center support for a King sized mattress
    4. be no more than 8cm apart and 9cm wide for timber slatted bedframes (Slats over 14cm wide may cause mildew by not allowing moisture to evaporate sufficiently)
  2. Ensure the room is well ventilated and dry. We highly recommend that you protect your mattress with a high quality absorbent mattress pad. This will keep the fabric of the mattress fresh and clean. Never apply liquids of any kind to the mattress. In high humidity areas, you should use a device to reduce the humidity levels in the bedroom. If it is absolutely necessary to clean your mattress, use a dry clean cloth to wipe off any dirt or soak up any moisture. Another alternative is to vacuum your mattress.
  3. Flip or rotate it every 1 to 3 months: It is recommended to rotate your mattress once a month for the first 3 months, and once every 3 months after that. Turn the foot of the mattress so it becomes the head. Next, flip it over. Rotate it the following period and flip it the period after that. If your mattress is a no flip design or one sided mattress, you won't be able to use the other side for sleeping so just keep rotating it head to foot and foot to head. The result of these mattress acrobatics is that your mattress will wear evenly, free of the sags that come from constantly sleeping in the same spot. Even doing this every six months helps.
  4. Keep your mattress clean. Change your sheets regularly: Simply changing your sheets on a regular basis (once a week in most cases), can help keep dirt from collecting on your mattress and becoming a breeding ground.
  5. Never jump, stand or bend your DUNLOPILLO mattress. Misuse of this kind could cause unnecessary damage and void your warranty. 
  6. Do not hold mattress handles or the edge of a mattress for mattress moving. Mattress handles and fabric could be torn out. When turning the mattress or moving it from one location to another you must support and lift from the bottom of the mattress. Mattress handles should not be used to support the full weight of the mattress. Mattress handles should be used only to position the mattress.
  7. Never jerk your mattress as this can damage the fabric, zipper (if any), and even the mattress core.

Dear Dunlopillo Customer,

Congratulations on your well-considered purchase of a new DUNLOPILLO® mattress. With DUNLOPILLO®, you have obtained a world-renowned and trusted trademark product. Your mattress has been made with the finest quality, care and craftsmanship that go into every DUNLOPILLO® product, thus providing you with years of support and comfort. Every DUNLOPILLO® mattress produced by us comes with a 10-Year Pro Rated Limited Warranty. The details of the warranty terms & conditions (T&C) are specified hereafter. Please read the T&C carefully and should you have any enquiries, you may contact us at service@dunlopilloworld.com.

To ensure that your warranty will be valid, please register your product with us at www.dunlopilloworld.com immediately. Please retain your receipt and warranty card with you during the warranty period of your mattress.

We wish you pleasant nights of sleep.

Yours sincerely,
Dunlopillo

Dunlopillo makes every effort to ensure the best workmanship and only the finest materials go into your Dunlopillo product. Please inspect your mattress upon delivery to ensure your product reaches you in its peak condition. Do not accept a faulty product to ensure you obtain the best experience from your Dunlopillo.

DEFINITIONS

  1. “Warranty”: the manufacturer’s assurance that certain standards will be met by the performance of the mattress for a specified period of time.
  2. “Limited Warranty”: this indicates that the warranty provided does not extend to every possible situation. There are situations that are excluded; therefore the warranty is “limited” rather than “unlimited”. No mattress manufacturer offers an “unlimited” warranty, because there are so many situations outside of its control.
  3. “Pro-Rated”: if any problem occurs that is covered by the warranty during the term of the warranty, purchasers will be charged for any repair made or, if necessary, any exchange of the mattress at a specified sum.
  4. “Effective Mattress Life”: the effective life of a mattress is the period in which it is able to provide proper sleep support and comfort to its user(s).

EFFECTIVE MATTRESS LIFE

How long is the effective life of your mattress? Actually, no one, not even the manufacturer of your mattress knows for certain. There are many variables (not limited to those listed below):

  1. The weight of the user(s).
  2. How many hours per night the product is used.
  3. The usages of the product other than for sleeping (reading, TV watching, etc.).
  4. How often the mattress is moved from one location to another and how it is handled and stored in transit.
  5. Whether the mattress is being used with the foundation made for it.

The Better Sleep Council suggests that the average effective life of a new mattress is 8-10 years. That means some mattresses have a longer period, others a shorter term. However, when the mattress is 8-10 years old, you should inspect it closely then (and from then on) for signs of wearing out. Remember, your new mattress is its most effective in its first night of service to you. Every night afterward it loses a bit of its effectiveness, very slowly and very subtly to the point that you’ll never notice it, until one day (or night) you’ll realize that you’re not receiving a good night’s sleep from it. That’s the time to replace it.

WHAT CAN VOID YOUR WARRANTY?

  1. The chief cause of warranty voidance is the soiling of the mattress. Blood, urine or other stains void the warranty. You are sincerely encouraged to use a quality mattress protector that has a high absorption rate.
  2. Abuse of the mattress and/or foundation. Children repeatedly jumping on the mattress will ultimately cause the mattress to fail in some manner.
  3. Bending the mattress or leaving it standing on its side for long periods of time during delivery, when moving it, or in storage. No innerspring mattress can be bent or left standing on its side for long periods without permanent damage. If the mattress is bent to get it up a small or winding stairwell or into a room with a sub-size opening, the warranty is void.
  4. Improper or lack of suitable box support or foundation (wrong construction, worn out, etc.). If so, the mattress warranty is null and void. Correct mattress support is an important element in providing a longer life span for your mattress. Also, the “feel” of the mattress in the store will differ from the “feel” of the mattress on an old foundation.

    Bedframe support requirements vary depending on your mattress size (Please refer to “Instruction Care”.)

    This warranty is void if the foundation is not firm, even and supportive. A foundation that is too hard, too soft, not supportive, or restricts air circulation may damage your mattress and void this warranty.

    Mattresses always follow the contour of whatever they rest on. If placed on a foundation that dips down, even under the load of one or two sleepers, the warranty may be void. Foundations dipping or sagging allow the mattress to sag, causing the top cover to wrinkle. Sleepers may experience roll-together through inadequate support. Some slat/mesh type foundations may require a center rail and a leg to the floor to prevent dipping or sagging, particularly in double, queen and king sized mattresses.

    Timber slats must be a smooth finish to prevent splinter and scuffing damage and be securely fastened to the frame at each end. A breathable insulating pad or blanket over the slats is advisable. Slats must be no more than 8cm apart and at least 9cm wide. Slats over 14cm wide may cause mildew by not allowing moisture to evaporate sufficiently. Solid panel timber foundations must have sufficient air holes drilled to permit dispersal of moisture and prevent mildew.
  5. Failure to comply with manufacturer’s care & maintenance instructions.
  6. This warranty is extended only to the original purchaser from the Dunlopillo Company or its authorized dealers / retailers and valid only for residential use. Contract and commercial usages are not covered by this warranty.
  7. This warranty is void if mattress has been serviced by unauthorized persons or workshops.
  8. This warranty is not applicable to display item purchase or clearance sale purchase unless specifically stated in writing.
  9. This warranty does not cover products kept in an unsanitary environment.

PRO-RATED LIMITED WARRANTY

  1. The limited warranty covers only manufacturing defects, which has been inspected and certified by DUNLOPILLO® personnel.
  2. The warranty is confined to the first purchaser of the product only and covers only products purchased from an authorized dealer.
  3. Your DUNLOPILLO® mattress will be replaced, repaired or provided a pro-rated allowance, at our option, if it is defective due to faulty workmanship or materials, for ten (10) years from date of purchase, subject to the limitations described in this warranty. Dunlopillo reserves the right to substitute products and materials of equal or similar value at our available option at that point in time.
  4. Over the period of 10 years, repair or replacement or credit value of the mattress will be made as per pro-rated value below. The consumer shall bear the difference of the new mattress value and the credit value. The pro-rated value is 1/10th of the invoice price multiplied by the total number of years you have owned the bed:
    • Within 12 months of the date of purchase: 100%
    • 1-2 Years: 90%
    • 2-3 Years : 80%
    • 3-4 Years : 70%
    • 4-5 Years : 60%
    • 5-6 Years : 50%
    • 6-7 Years : 40%
    • 7-8 Years : 30%
    • 8-9 Years : 20%
    • 9-10 Years : 10%
    • Over 10 Years : 0%
  5. Warranty is effective whether mattress is purchased with matching foundation, or either mattress or foundation is purchased separately. However, use of an improper foundation may cause damage to the mattress and void this warranty (Please refer to, “What can void your Warranty”.)
  6. Your DUNLOPILLO® mattress will be repaired or replaced at pro-rated value (transportation charges to and from nearest DUNLOPILLO® factory must be paid by the purchaser) during the lifetime of this warranty. Repair or replacement is at the option of DUNLOPILLO®. Consequential claims, no matter what kind and of what legal argument, in connection with this warranty, cannot be accepted. This warranty commences the day you take delivery of your DUNLOPILLO® mattress. However, the warranty period will not be extended or changed as a result of repair or replacement under the terms of this warranty or otherwise.
  7. In the event you wish to make a warranty claim, first you are required to notify the retailer from whom you purchased your DUNLOPILLO® mattress. You must provide proof-of-purchase; therefore you must retain your sales receipt and/or delivery receipt. The retailer will coordinate your claim with DUNLOPILLO®. In the event the retailer is no longer in business, or in the event you have moved a significant distance since the purchase of your mattress, write to DUNLOPILLO® at service@dunlopilloworld.com for instructions on how to proceed with your warranty claim.

DISCLAIMER

  1. This warranty gives you specific legal rights, and you may also have rights which vary from country to country. The manufacturer is responsible for no incidental nor consequential damages. Implied warranties are limited to the period of this warranty.
  2. DUNLOPILLO® does not warrant that this product is suitable for any person’s health or medical condition, and makes no warranty beyond what is contained in writing herein. Any adverse health reactions like suffocation from improper use of products is at the onus of the user.
  3. Mattress and foundation specifications, including appearance, may change without notice.
  4. Claims that are not supported with a receipt and warranty card will be denied a refund or exchange.
  5. This warranty does not extend to normal wear and tear, or damage caused by abuse, misuse or negligence.
  6. In addition to the other exclusions stated on this page, DUNLOPILLO® specifically excludes from the warranty;
    • small manufacturing irregularities that do not affect the performance of the bed. Example: Length and width of mattress up to a maximum of 2cm variance.
    • comfort issues relating to the consumers’ preferences.
    • defects due to causes beyond our control like floods, fire, acts of God.

GLOBAL NETWORK

In the event that service is required, please contact service@dunlopilloworld.com or the DUNLOPILLO® regional office in your country.

Regional Office For:

Dunlopillo (Malaysia) Sdn Bhd
Level 12A, West Wing
Wisma Consplant 2
No 7, Jalan SS16/1
47500 Subang Jaya
Selangor Malaysia
T: +603 5628 7000
F: +603 5633 1402

Dunlopillo (Shenzhen) Ltd.
Ground Floor, Biao Ma Industrial Park
No. 48, Xin He Road, Shang Mu Gu Village
Ping Hu Town, Shenzhen, Guangdong
Province China. Post Code: 518111
T: +86 755 8473 8366
F: +86 755 8473 8166

Dunlopillo (Vietnam) Limited
35 Huu Nghi Blvd., Vietnam – Singapore
Industrial Park, Thuan An Town,
Binh Duong Pro., Vietnam
T: +84 650 756 467 70
F: +84 650 756 465

Dunlopillo Singapore Pte. Ltd.
No. 81, Tuas South Ave 1, Level 3,
Singapore 637783
Tel: +65 6268 2066
Fax: +65 6262 2789 / 6268 0912

Dunlopillo (Hong Kong) Ltd.
Flat A, 23/f, Amiata Industrial Building,
58-64, Lei Muk Road, Kwai Chung,
N.T. Hong Kong
Tel: +852 2499 1263
Fax: +852 2499 1371

Dunlopillo Middle East
The Court Yard, Al Quoz, Dubai
United Arab Emirates
T: +971 4340 6755
F: +971 4340 6756


For the countries below, for any enquiries, please contact Dunlopillo
Holdings at Tel: +603 5628 7107 or 7138

Asia: Japan, Taiwan, Korea, Philippines, Brunei, Laos, Cambodia, Myanmar, Sri Lanka, Bangladesh & Pakistan.

Africa: Egypt, Libya, Democratic Republic of Congo, Angola, Kenya, Seychelles, Mauritius, Malawi, Tanzania, Uganda, Zambia, Ghana, Liberia, Nigeria & Zimbabwe.

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