Our warranty claim process is uncomplicated and simple. You can initiate a claim by contacting us on [email protected] with a clear description of the problem, pictures to support your claim and a copy of the original invoice.
If the claim is upheld, we will, at our own discretion, either a) repair the mattress, or b) offer you a credit voucher against the purchase of a new mattress (in cases where repair is not possible).
1) The cost of shipping the mattress to us will have to be borne by you.
2) In case there is a manufacturing defect and we are able to repair the mattress, we will ship it back to you at our cost.
3) In case there is a manufacturing defect but the mattress cannot be repaired, we will issue you a credit voucher against the purchase of a new mattress.
4) In cases where it is determined that there is no manufacturing defect and we have no liability, we will either a) dispose of the mattress for you, or b) ship it back to you at your cost. Our team will get in touch with you before initiating either action.
If the mattress is beyond repair, you will receive a credit voucher against the purchase of a new Straight8 mattress. We will use the purchase price printed on your invoice, and the time elapsed since your purchase to calculate the value of the credit voucher. Transport costs will not be considered for this calculation.
To keep things as simple as possible, we follow a straight line depreciation model. Here’s how this works:
You purchased a Straight8 mattress worth Rs. 20,000/-. All our mattresses carry a 10 year warranty. Since we have a replacement policy for the 1st year, depreciation for this period will be zero. For every subsequent year, the depreciation will be 10%. So if a product defect arises in month 25 (3rd year since purchase), you will receive a credit voucher worth Rs. 16,000/-, redeemable against the purchase of a new Straight8 mattress. The credit voucher will be valid for use only on our website, and is not redeemable for cash.
When we say days/years, we mean calendar days and calendar years. All decisions on warranty claims, repairs and credit vouchers will be at the sole discretion of The Online Mattress Company.