1. Warranty Coverage
Magniflex provides a limited warranty against structural defects in workmanship and materials for the following periods:
- Mattresses: [8/10/12] years (depending on the specific model)- Pillows: 3 years
- Accessories and Pet Mattresses: 2 years
Coverage includes: Visible indentation exceeding 15% of the mattress height (or 2cm for pillows) that fails to resile, and structural manufacturing defects.
2. Mandatory Adjustment Period & Comfort Preferences
- 30- Night Adjustment Period: The body requires time to adapt to a new support system. We require an adjustment period of at least 30 nights from the date of delivery. Claims regarding comfort, firmness, or sleep quality will not be evaluated until this 30-night period has passed.- Exclusion: Personal comfort preferences are not considered manufacturing defects and are not covered under this warranty.
3. Warranty Exclusions
This warranty does not apply to:
- Products stored or installed incorrectly, used inappropriately, abused, misused, or altered.
- Products cleaned with the wrong cleaning methods or products.
- Normal wear and tear, body impressions, cuts, scratches, abnormal bending, or damage caused by impacts or accidents.
- Damages caused by external factors such as exposure to the sun, dampness, dust, or mites.
- Abnormal or non-domestic use of the product.
- Odors: Some materials have a natural odor which is not a defect.
- Oxidation: Yellowing of the product over time is a result of natural oxidation and does not invalidate the quality or performance of the product.
- Minor manufacturing discrepancies or cosmetic flaws (e.g., loose threads, pilling, or broken stitches).
- Displayed products (Floor models).
- Mattress dimensions (length, width, thickness) within the industry tolerance of ±2cm.
- Usage outside of Hong Kong.
4. Inspection and Service Fees
By using this warranty, the customer acknowledges the following costs:
- Inspection Fee: Within the first year of the warranty, the inspection fee is waived for the first visit only. Any subsequent visits within the first year, and all visits from Year 2 onwards, are subject to a non-refundable inspection fee of HK$500per visit.
- Remote Area Surcharges: All door-to-door services are subject to an additional HK$100for Ma Wan and Tung Chung, and HK$300 for Discovery Bay. Services are not applicable to other outlying islands.
- Logistics Fee: If a return or exchange is required for warranty service, a logistics charge of HK$800 applies.
- Staircase Charges: If the building has no functional lift, standard staircase surcharges(HK$100 per storey per item) will apply to any warranty-related pickup or delivery.
5. Product Warranty and Prorated Replacement Policy
If a structural defect is confirmed, the product will be replaced or repaired subject to a Usage Fee based on the current prevailing official retail price:
- Mattress Products: During the first two years of the warranty period, Magniflex will, at its discretion, replace a defective product for free. If a mattress has been in use for more than 2 years, a prorated Usage Fee will be charged, at the number of years of ownership times the following percentage of the prevailing official retail price:
12-Year Warranty Series: 8% per year(starting from the 3rd year)
10-Year Warranty Series: 9% per year (starting from the 3rdyear)
8-Year Warranty Series: 10% per year (starting from the 3rdyear).
- Pillows and Accessories: Pillows are entitled to a 3-year full free replacement guarantee. Accessories and pet mattresses are entitled to a 2-year full free replacement guarantee.
- Upgrade Policy: If the original model is discontinued or materials are unavailable, Magniflex reserves the right to substitute it with a comparable model of the same or lower retail price. No refund or credit will be issued for any price difference if a lower-value model is provided. If the customer chooses to upgrade to a higher-value model, the customer must pay the Usage Fee of the original model plus the Retail Price Difference based on the current prevailing retail prices.
6. General Terms & Claim Process
- Non-Transferable: This warranty only covers the original purchaser who continues to be the current owner.- Start Date: The warranty period starts from the date of delivery. Repaired or replaced products are subject to the original warranty term.
- Proof of Purchase: Transaction must be verified via the registered phone number or original receipt (physical, copy, or e-receipt).
- Evidence: Customers must provide photos of the defect and the mattress tag showing the serial number to exercise warranty rights.
- Examination: Magniflex reserves the right to collect products for examination by Alessanderx S.p.A. or an authorized third party.
- Final Decision: All decisions by Magniflex shall be final.
7. Final Authority
In case of any discrepancy between the English and Chinese versions of these terms, the English version shall prevail.
Should you wish to submit a claim covered under this warranty, please get in touch with us at support@magniflex.com.hk
