WARRANTY POLICY

Terms & Conditions - Mattress

Duroflex Mattresses are warrantied against any manufacturing defect for a period varying from 1 to 10 years from the date of purchase. For products with 1 year warranty period, during the first 6 months, the mattress will be replaced if there is any manufacturing defects as mentioned below. If the mattress is replaced after 6 months, the warranty would imply only for the remaining 6 months. For products with 2 to 10 years warranty period, during the first year the mattress will be replaced if there is any manufacturing defects as mentioned below. During the subsequent years a prorated warranty will be applicable.

  1. All the products purchased should be registered under warranty within 20 days of the delivery to claim warranty.
  2. Warranty will be available only in case of product failure due to manufacturing defect.
  3. Product failure is limited to sagging of the core of the mattress.
  4. Warranty doesn’t cover depression of less than 1” up to 5” thick mattresses and 1.5” for more than 5” thick mattresses.
  5. If more than one mattress is bought and one of them is sagged / damaged, then the warranty can be availed only for the sagged / damaged mattress.
  6. Warranty will not be applicable to the wear and tear of the fabric and stitching from regular use. 
  7. Warranty does not cover preference in comfort level and firmness.
  8. Warranty does not cover any damages or sagging of the mattress due to improper size and condition of the cot, uneven resting surface and improper structural design of cot.
  9. Warranty will not cover the damage caused due to ironing. Warranty will not be applicable to any freebies.
  10. Stains occurring on the mattress tapestry after unpacking or removing the packing / poly bag and subsequent use at customer end will not be covered under the warranty. (Reported within 2 days of Delivery).
  11. Opening of stitches (both quilt and tape edge) that is reported after 30 days of the delivery date will not be covered under the warranty.
  12. Quilt loose reported after 30days of the delivery date will not be covered under the warranty.
  13. While the company will do its best to replace the defective mattress at the earliest, the actual time required for replacement will depend on the availability of the product.
  14. Size variation is acceptable ±0.5” for the Length, Width & thickness of the mattresses from the specified sizes.
  15. Warranty is not applicable for any smell that may occur during usage in an enclosed environment, moisture in air due to the surrounding environment / use of air conditioner, excessively wet surface and pouring of liquid on the mattress.
  16. Up on opening, the Roll Packed Mattress should come back to its specified dimensions within 48hours, if it doesn’t come back to the specified dimensions of the mattress, the product is defective. However, ±0.5” variation in length, width and thickness is acceptable as per tolerance limit.
  17. Warranty does not cover user inflicted damages, damages caused to the mattress due to infestation of insects, bugs, and rodents and damage due to any natural calamities.
  18. Warranty will be available only under the proper use of the product.
  19. Warranty its valid only if the product is purchased to avail warranty from an authorized Duroflex dealer, Duroflex distributors/ Duroflex website & authorized marketplace.
  20. Warranty will be exercised (as per applicable terms) by replacing the damaged product with an identical product. If identical product is not available at the time of product failure a similar substitute of equal or higher value will be provided or a discount will be provided basis the pro rata calculation towards the purchase of new mattress from Duroflex.
  21. The final decision of the warranty will be made by Duroflex Pvt Ltd.
  22. Disputes, if any subject to Bangalore jurisdiction.
  23. We currently do not offer inspection services for mattresses, furniture, and accessories at Doorsteps. For any special cases where we can provide services, the customer must pay a visit charge of Rs. 500/- per visit in Metro and Rs. 800/- in Non-metro in advance.
  24. This warranty policy shall be effective from the 1st of Aug 2022 and supersedes any and all previous policy/ies, whether written or oral.

Warranty Calculation

While we strive to offer the best user-experience to all our customers, we do understand that there might arise a situation when you will have to claim warranty. Here is how the process works:
Consider you bought a Duroflex mattress with 5 years warranty for Rs. 10,000

  1. If any defect arises in the first year, we will have the product replaced or repaired.
  2. If the defect arises after 1 year of use, a pro-rata coupon is applicable for balance 4 years. It means that the pro-rata value in rupees will be offered as a discount for a new mattress purchase from Duroflex of equivalent or higher value. It is calculated as follows:

(10000/5)*4= Rs. 8000/- ( the discount amount for the new Duroflex mattress).
(Amount Paid/No.of warranty years)* Balance warranty years = Rs. 8000/- ( the discount amount for the new Duroflex mattress).

Claim Warranty

In case you encounter any issue while using our product, we recommend that you look up the product warranty details on your warranty card.

In the unlikely event of product failure, we will be happy to help you claim warranty. Kindly reach out to the Duroflex Customer Support Team on 1800 108 5008 or drop an email at support@duroflexworld.com to inform us of your need.

We require you to share photographs of the entire sleeping surface of the mattress and any visible faults. Reference images/videos will be provided by Duroflex. Failure to send photographs of the defect may result in delayed replacement/pro-rata coupon or the mattress not being replaced /pro-rata coupon being denied.

Please provide a copy of your purchase invoice & MRP label as proof of purchase. You’ll need to submit this to make a claim, without which, Duroflex reserves the right to reject any claim under this warranty.

*Please note that warranty does not cover preference in comfort level.

 

Duroflex Upholstered products - Sofa & Recliners

To avail warranty

Upholstered products contain foam, poly fibres, foam chips and other like materials which may be compressed in packing and transit, please allow a few hours after the product is unboxed for them to return to their original form. Kindly fluff your backrest and seat to give them the desired shape in case of compression deformity.

The product needs to be examined at the time of delivery/ assembly. If the product/part is found defective/ damaged upon arrival or during assembly, please notify the Duroflex customer service immediately via e-mail or call. The alleged issues will be considered null and void if not reported within three (3) days of the delivery/ installation date.

Upon receipt of such complaint, Duroflex reserves the right to replace the concerned part or whole product as per the nature of defect/ damage.

If damage covered under the warranty policy appears during the use of the product, Duroflex shall, in its sole discretion, repair the damaged part of the product, replace the damaged part of the product if serviceable or provide the product replacement.


Duroflex reserves the right to request images or videos for proof of claim; this may include close-up photos of the damage.

Any manufacturing defect that may occur while the product is under the warranty period has to be informed to the Duroflex customer service immediately with supporting documentation such as the proof of purchase, warranty registration and images documenting the alleged defect.

If a claim is made for a product under its warranty period, Duroflex reserves the right to request additional images for verification, including but not restricted to close-up photos of the alleged defect, full room shots showing the complete area where the product is in use. Upon request, the customer must comply with providing additional photos and making the product available to a Duroflex representative for an onsite inspection. And also the customer shall provide all the necessary information as may deemed fit from time to time as and when the Company seeks more information

Replacement/ exchange is subject to availability. In case of unavailability of an identical replacement to the claimed product, Duroflex reserves the right to offer another product in the category with a similar price (as the warranted product).

Duroflex deserves the right to replace the defective product claimed under warranty with a product with the colour/ finish of similar quality, grade and composition in situations where an identical colour/ finish is unavailable.


What the warranty covers

Frame/ Structure warranty

The limited warranty of a period of ‘3’ years covers any manufacturing defects that may occur to the structure/ frame of the product while the product is being used under normal intended use for which the product has been designed. This warranty does not cover any other defects that may occur on the product's fabric or foam/ filling.

Foam/ filling warranty

The limited warranty of a period of ‘3’ years covers any sagging or resilience-related defects that may occur to the foam/ filling of the product while the product is being used under normal intended use for which the product has been designed. This warranty does not cover any other defects that may occur on the product's fabric or structure/frame.

Fabric and finish warranty

The limited warranty of a period of ‘1’ year covers any defect/ discolouration that may occur to the fabric of the product while the product is being used under normal intended use for which the product has been designed. This warranty does not cover any other defects that may occur on the product's foam/ filling, legs or structure/frame.

What the warranty does not cover

Any perceived damage that may occur due to the regular intended use of the product may be considered natural wear and tear and will not be covered.

Any gaps or glue lines that may occur due to the expansion of the natural material due to environmental factors are common when a natural material such as solid wood is exposed to climatic changes and will not be covered.

Solid wood is a natural material that will, in its true nature, have colour variations, grain variations, knots etc. which are inherent to the material and will not be covered under warranty.

The wood finish/ fabric& upholstery colour can have minor differences when viewed on-screen compared to the actual product. The images available on the website are photographed/ created in a controlled lighting environment and may not be compared to a residential lighting setup. Moreover, the difference in screen calibrations and resolutions across different displays will affect the perceived colour/finish. Therefore the warranty will not cover any slight mismatch between the displayed image colour/ finish and the actual product colour/ finish.

Dimensional tolerances of up to ±20 mm for upholstered products and up to ±5 mm for non-upholstered products are acceptable and will not be covered under warranty.

Any damages that may occur due to the use of the product in a manner that is not intended in the natural course of use will not be covered.

Any damage caused by mishandling the product, while usage, movement, transportation etc., shall not be covered under warranty

Any damage that may be caused by using an external cleaning agent that is not advised in the product's care instructions will not be covered.

The warranty is valid only for the invoiced customer at the first installation location.

The warranty is invalid if the product is assembled, altered or modified by the customer or any third-party agency or any other external action other than the normal course.

The foregoing warranty shall not be treated as a rolling/continuing warranty, and the products exchanged shall be covered for the remainder of the original warranty period.

The warranty does not cover any damage from improper storage, poor maintenance, water/ moisture damage or discolouration due to prolonged exposure to sunlight.

Duroflex warranty liability is limited to the purchase price of the defective product claimed under warranty. Duroflex shall under no circumstances in any manner whatsoever be held liable for any indirect damage/s, costs, expenses or financial loss suffered by you or a third party.

Note

This warranty policy shall be effective from the 1st of July 2022 and supersedes any and all previous policy/ies, whether written or oral.


Duroflex Solid wood products - Beds

To avail warranty

The product needs to be examined at the time of delivery/ assembly. If the product/part is found defective/ damaged upon arrival or during assembly, please notify the Duroflex customer service immediately via e-mail or call. The alleged issues shall be considered null and void if not reported within three (3) days of the delivery/ installation date. No claims in this regard can be taken after expiry of 3 days.

Upon receipt of such complaint, Duroflex reserves the right to replace the concerned part or whole product as per the nature of defect/ damage. Duroflex shall have sole discretion either to replace, refund or provide a cash back. The said discretion shall be used from case to case basis

If damage covered under the warranty policy appears during the use of the product, Duroflex shall, in its sole discretion, repair the damaged part of the product, replace the damaged part of the product if serviceable or provide the product replacement.

Duroflex reserves the right to request images or videos for proof of claim; this may include close-up photos of the damage.

Any manufacturing defect that may occur while the product is under the warranty period shall be informed to the Duroflex customer service immediately with supporting documentation such as the proof of purchase, warranty registration and images documenting the alleged defect.

If a claim is made for a product under its warranty period, Duroflex reserves the right to request additional images for verification, including but not restricted to close-up photos of the alleged defect, full room shots showing the complete area where the product is in use. Upon request, the customer must comply with providing additional photos and making the product available to a Duroflex representative for an onsite inspection. In addition to the same, Duroflex shall also have liberty to seek more information in the said matter

Replacement/ exchange is subject to availability. In case of unavailability of an identical replacement to the claimed product, Duroflex reserves the right to offer another product in the category with a similar price or any other manner which Duroflex shall have right as deem fit (as the warranted product).

Duroflex deserves the right to replace the defective product claimed under warranty with a product with the colour/ finish of similar quality, grade and composition in situations where an identical colour/ finish is unavailable.

What the warranty covers

Duroflex offers a 3-year warranty period that covers any termite or borer damage that appears on the product.

Duroflex offers a 3-year warranty period that covers any damage that may happen to the structural integrity or stability of the product.

Duroflex offers a 1-year warranty period that covers any defect that may occur on the product's surface finish.

What the warranty does not cover

Any glass/ mirror, foam, fabric/upholstery that may be a part of the solid wood furniture does not fall under this warranty if not reported within three (3) days of the receipt of delivery/ installation.

Any perceived damage that may occur due to the regular intended use of the product may be considered natural wear and tear and shall not be covered.

Any gaps or glue lines that may occur due to the expansion of the natural material due to environmental factors are common when a natural material such as solid wood is exposed to climatic changes and shall not be covered.

Solid wood is a natural material that will, in its true nature, have colour variations, grain variations, knots etc. which are inherent to the material and will not be covered under warranty.

The wood finish/ fabric& upholstery colour can have minor differences when viewed on-screen compared to the actual product. The images available on the website are photographed/ created in a controlled lighting environment and may not be compared to a residential lighting setup. Moreover, the difference in screen calibrations and resolutions across different displays shall affect the perceived colour/finish. Therefore the warranty shall not cover any slight mismatch between the displayed image colour/ finish and the actual product colour/ finish.

Dimensional tolerances of up to ±20 mm for upholstered products and up to ±5 mm for non-upholstered products are acceptable and will not be covered under warranty.

Any damages that shall occur due to the use of the product in a manner that is not intended in the natural course of use shall not be covered. Any damage caused by mishandling the product, while usage, movement, transportation etc., will not be covered under warranty.

Any damage that may be caused by using an external cleaning agent that is not advised in the product's care instructions will not be covered.

The warranty is valid only for the invoiced customer at the first installation location.

The warranty is invalid if the product is assembled, altered or modified by the customer or any third-party agency.

The foregoing warranty shall not be treated as a rolling/continuing warranty, and the products exchanged shall be covered for the remainder of the original warranty period.

The warranty does not cover any damage from improper storage, poor maintenance, water/ moisture damage or discoloration due to prolonged exposure to sunlight.

Duroflex warranty liability is limited to the purchase price of the defective product claimed under warranty. Duroflex shall under no circumstances in any manner whatsoever be held liable for any indirect damage/s, costs, expenses or financial loss suffered by you or a third party.

Notwithstanding mentioned in the agreement, any mismanagement or malpractice or any non-following of instructions laid on instructions manual, customer shall not be entitled to seek for any claims arising in the said manner whatsoever.

 

Wave / Wave Plus - Adjustable Bed Cots

10-Year Frame Warranty 
  • Duroflex Wave adjustable beds are warrantied against manufacturing defects for a period 1 to 10 years from the date of purchase. 
  • Please note that the frame consists of metal structure of the base and specially excludes its cover, side rails, platform, legs, actuators, massage motors, control box, remote controls, USB, power supply, and any power supply cords. 
  • You are responsible to pay all service and transportation costs related to the costs of receiving and installation of the new part.
  • Duroflex reserves the right to replace with same or equivalent parts. 
1-Year electronic and electrical parts warranty 
  • All electronic and electrical parts are covered under warranty for one year from the date of purchase. 
  • You are responsible to pay all service and transportation costs related to the costs of receiving and installation of the new part. 
  • Duroflex reserves the right to replace with same or equivalent parts. 
This warranty shall be void in the following circumstances: 
  • Any damage caused by a customer or any unauthorized technician or person. 
  • Any modification of the adjustable base after purchase. 
  • Any natural wear and tear or damage due to mishandling. 
  • Any damage occurred due to natural calamity. 
  • Warranty is not transferable.  

Note

This warranty policy shall be effective from the 1st of July 2022 and shall supersedes any and all previous policy/ies, whether written or oral.