Refund, Return and Repair (3R) Policy

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Refund, Return and Repair (3R) Policy

This 3R policy is applicable for purchases made on all GETHA brands purchased from Getha’s Malaysia Authorised Retailers only.

 

ABOUT GETHA’S 3R POLICY

We, at Getha take pride in ensuring customer satisfaction. Therefore, we highly recommend that you take a bit of time to read our 3R Policy prior to your purchase. This is to ensure that you are familiar with our policy and your rights as a consumer.

We also recommend that you immediately inspect any goods that you receive or collect from Getha in order to ensure that the goods are received correct and in good satisfactory condition.

CHANGE OF MIND

Please choose your bedding products carefully as refunds are not provided where you have changed your mind or made a wrong selection. Our Getha Team can only recommend and advise about your bedding needs but cannot be responsible for the decisions that you have made.

CONSUMER WARRANTIES

Each Getha brand mattress comes under the coverage of our 10 Years Limited Warranty against manufacturing defects or faulty workmanship only, subject to the limitations as mentioned in the warranty. Please refer to the copy for your warranty protection and understand it correctly to ensure that you are aware of your warranty rights. The Terms & Conditions are stated out clearly under Getha’s Warranty and can also be viewed at www.getha.com.my.

In order to avoid misunderstanding and confusion, customers are reminded to ensure that they understand the difference between a limited warranty and a guarantee.

Kindly note that mattress fabric is not covered under this warranty.

Please do note that your natural latex product may soften naturally over its life, and this is a process of wear and tear which is not covered by the warranty.

Cost of transportation for any repair is to be borne by the customer. Alternatively, customers can arrange transportation on their own to the manufacturer.

Any manufacturing defects arising within first year of purchase will be repaired at no cost. Should any manufacturing defects arise after the first year, the repair will be charged on a pro-rated basis based on 1/10th of the repair costs multiplied by the number of years used respectively. In the event that any repair had been carried out, the same warranty will continue from its original date of purchase.

The cost of repairs will be charged according to the raw materials used, and pro-rated in years left under warranty guidelines. Example:

For mattresses used 3 years, ie remaining 7 years warranty If repair charges is RM1,000.00, customer pays RM300 for the repair costs, ie less 70% off repair charges.
For mattresses used 6 years, ie remaining 4 years warranty If repair charges is RM1,000.00, customer pays RM600 for the repair costs, ie less 40% off repair charges.

 

WHAT IS REQUIRED TO FILE A WARRANTY CLAIM

  • Copy of your invoice. Kindly keep your proof of purchase to support the warranty you receive.
  • Bed Frame and Foundation Information and photo.
    Are you using a Getha divan base or a metal frame or upholstered frame or adjustable base or slat base or platform base, etc? Kindly provide a photo of the base support of the frame used.

RETURNS & REPAIRS

If you have an issue with your mattress, kindly contact any member of our team at ask@getha.com.my or 1800-88-GETHA (43842) for assistance.

In case the goods are relocate it to another country, the terms and service of warranty will be voided.

Goods returned for repair will be assessed and/or repaired within a reasonable time set by the manufacturer. The manufacturer reserves the right to substitute materials with that of similar quality at the time of repair without prior notification.

You may be required to pay labour, assessment, service visit arrangement and/or transportation fees where it applies; or where the manufacturer’s warranty does not apply. We may provide you with an indicative fee, which the fee may vary and change due to current material costs. Such fees will be advised by Getha’s personnel and to be mutually agreed before any repairs are made.

You may also apply for a temporary mattress while awaiting for the repairs. This temporary mattress will be as per the models available. Though Getha will try their best but they are under no obligation to provide one as per the customer’s specifications.

PILLOWS, BOLSTERS, MATTRESS TOPPERS

Due to the personal nature of these products, Getha can only accept exchanges if the item is damaged at delivery or if there is an immediate noted product defect.

An item that is too hard or too soft is not considered as a product defect. As this is a natural product, not every single pillow will have the exact density/feel, and will be within an acceptable tolerance limit according to the manufacturer’s quality control.

Please do select your pillows for the comfort level requirement that you need before making the purchase as pillows bought cannot be returned or replaced.

 

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