Return and Exchange
We, at Getha, takes pride in ensuring customer satisfaction. Though rare, we understand that you may wish to exchange or return the goods you purchased from us due to manufacturing defects or damage during transportation.
1. What is the return and exchange policy?
Our return and exchange policy is applicable for purchases made on all GETHA brands purchased from Getha’s Malaysia authorised retailers only. In case the goods have been relocated to another country, the terms and service of return and exchange will be voided.
In the interest of hygiene, we can only accept return and exchange if the item you had purchased is damaged in the process of delivery or if there is an immediately noted manufacturing defect. Change of mind or an item not to customers’ liking is not considered a product defect. We highly advise customers to inspect the products for damage before signing the delivery acceptance note.
Once the eligibility of return/exchange has been verified, we will refund the price of the goods in full together with any applicable delivery charges occurred when we deliver the Goods to you, but not any costs you incur in returning the Goods to us.
If your return is not valid, we will notify you and arrange the items to be returned to you. For the items to be returned to you, a delivery fee will be chargeable. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.
2. Can I still request for exchange if it has been used?
Faulty goods returned to us must be in its original and unused condition, we also ask that you return the packaging with the goods for faulty verification. Request for returns must be done within 3 days starting from the day the goods are dispatched to you.
3. Is there a delivery fee for return or exchange?
Any delivery fee incurred for returning items to Getha for a return or exchange shall be borne by customers. You may also choose to arrange your own transportation to return the goods to us.
Please note we are not liable for the loss of your returns. We recommend using a registered postal service to return goods and keeping a record of the tracking details.
4. How do I organise a return or exchange?
Whilst we hope this never happens, if you do receive any faulty goods, kindly notify us immediately via live chat or email to firstname.lastname@example.org with the following information ready in hand:
- Full name
- Contact number and email address
- Delivery address
- Proof of purchase (invoice number or receipt)
- Supporting photos
Upon receiving your notification, we will provide you with the full address for your return or arrange for Getha personnel to visit for inspection and transportation.
5. Is there any additional fee required for the return or exchange?
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.
6. How long does it take to process my return/exchange?
We try and process returns as quickly as possible. Once we receive the return, we will verify the return by conducting an evaluation within 3-5 working days starting from the day we receive your return. Goods returned for repair will be assessed and/or repaired within a reasonable time set by the manufacturer.
7. What do I sleep on if my mattress has been returned for repair?
You may apply for a temporary mattress while waiting for the repair. This temporary mattress will be as per the models available. Though we will try their best they are under no obligation to provide one as per the customer’s specifications.
8. Which items are not eligible for exchange?
Due to the personal nature of the product, pillows, toppers and bolsters are not eligible for exchange.
9. What happens to returned mattresses?
Returned or used mattresses are professionally recycled or disposed of when sent back to our facilities. These mattresses are never resold to our customers.