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. At first your new mattress may feel a little different to the mattress you have been sleeping on and sometimes your body will tell you so. Your body will soon adjust to the benefit of your new mattress while your mattress also adjust to your sleeping style. This may take several weeks and lead to differential softening. Flexible Polyurethane Foam does soften with normal use and this has no bearing on its performance
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. Your mattress has been specially packed for transit safety and It may take 2-3 days for the length and width to settle down to its actual size, after it has been taken out of its tight packaging.
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.

10 Day Furniture Replacement Policy

Furniture products is covered under 10 days replacement policy (date of delivery will be considered as start date). Following are list of issues, which are covered under this policy 

1) Any Wobbling or creaking noise on a sofa / bed/ recliner.

2) Damage to the structural part like S-spring & legs used in seat of recliner / Sofa.

3) Nonfunctioning of Mechanism in a recliner or recliner not opening to 100% when activated.

4) Fabric complaints like opening of stitch, loose upholstery, comfort issue, color bleeding, torn fabric & bottom non-woven cloth, pilling of fabric & fabric stains.

5) Any aesthetic/dimensional/alignment/ loose hardware issues.

6) Any missing part / components.

In case of any issues during these 10 days window, please notify the customer service immediately via e-mail or call with supporting documentation such as the proof of purchase, invoice copy and images / Video documenting the alleged defect.

The alleged issues will be considered null and void if not reported within (10) 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.

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).

Care instructions Upholstered Products

A lot of care has gone into choosing the materials that go into making your sofa. And with continued care, they will share your address for many years. Please keep the following in mind to ensure a long life for your sofa:

• Avoid outdoor use and exposure to water or prolonged moisture.
• Avoid exposure to direct heat or sunlight as this can cause the sofa colour to fade.
• Keep sharp objects away from your sofa. A little tear on the leather will be hard to repair.
• If you have removable back cushions (or put extra cushions on your sofa), do reverse them periodically and fluff them up while arranging so that the cushion stays even.
• Vacuum your sofas periodically with a soft bristled brush attachment or lightly brush them to keep general dirt and dust off the sofa and prevent any embedding between the fibres.
• Try to avoid food and drink spillage of any kind. If spills occur, do not leave unattended.
• In case of a stain, a water-free fabric cleaner can be used. However, avoid applying the cleaner directly on the stain. Pour the cleaner onto a clean cloth and test its effect on a hidden area of the sofa before cleaning the stain with the cloth.
• A professional scotchguard treatment is one of the easiest and most effective options to protect against spills or stains and keep pet hair at bay.
• Getting your sofa professionally cleaned once every 6-8 months will not only take care of the nooks and corners that you can't reach, it will also make it more durable.
• Use lubricant such as WD-40 to lubricate the moving parts in a recliner mechanism.
• Avoid applying point load / impact load on sofa / recliners such as jumping, sitting on arms.
• Lift and move the furniture to avoid any damage to the legs.
• Do not use sofa seat to iron clothes as it may damage the fabric.

Care Instructions for Solid Wood / Engineered wood Products

• Always use coasters or mats while keeping hot, cold or wet materials on the surface else this can affect the polish.
• Any spillage should be wiped dry with a soft cloth immediately as there is a chance of staining.
• Any cleaning needs to be done with water only.
• For an ageless look of the product, we recommend a 6 monthly wax rub-down for solidwood furniture. Wood wax is easily available in online stores & local hardware stores.
• Colour / polish can fade due to prolonged exposure to sunlight.
• Note
• Please avoid dragging the bed to reposition it, as this can weaken the joints over an extended period of time, especially in MDF/Particle Board beds.
• This warranty policy shall be effective from the 8th of August 2024 and supersedes any and all previous policies, whether written or oral.

Duroflex Upholstered products - Sofa & Recliners

To avail warranty: Warranty registration is Mandatory within 10 days of purchase. Absence of Warranty Number will not be applicable for claims.

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 for its aesthetic & functional aspects. 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 (10) 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. 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. Duroflex its only Gift vouchers, with no cash refunds.

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, invoice copy 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. The replacements/ repairs if any may take upto 15-30 days post-receipt of the requested documents.

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 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 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 seat 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.

Electrical Components Warranty

The limited warranty of a period of ‘1’ year covers any manufacturing defects that may occur to the electrical components like actuator, switches & power adaptor while the product is being used under normal intended use for which the product has been designed.

Mechanism Warranty

The limited warranty of a period of ‘3’ years covers any manufacturing defects in Mechanism (manual, RRR & Electric / Motorised) used in recliners.

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.

Fabric used in upholstered products will not covered under warranty, which can include opening of stitch, color variation, fabric feel, color fade & pilling.

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.

Opening of recliner to lounge position or reclining position in 100% smooth opening depends on the lubrication of all moving parts. Claims on non-opening of recliners due to lack of lubrication will not covered under warranty.

Physical damage to electrical / electronic parts is not covered under warranty under warranty. Damage to electrical components from power surge is not covered under warranty.

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 8th of August 2024 and supersedes any and all previous policy/ies, whether written or oral.

Duroflex Solid wood products - Beds

To avail warranty: Warranty registration is Mandatory within 10 days of purchase. Absence of Warranty Number will not be applicable for claims

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 (10) days of the delivery/ installation date. No claims in this regard can be taken after expiry of 10 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. Duroflex its only Gift vouchers, with no cash refunds

If damage covered under the warranty policy appears during the use of the product, Duroflex shall, in sole discretion, repair or replace only the damaged part of the product, if serviceable or provide full or partial 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. The replacements/ repairs if any may take upto 15-30 days post-receipt of the requested documents

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 1-year warranty period that covers manufacturing defects on wooden structure.

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 (10) days of the receipt of delivery/ installation.

Any perceived damage or misalignments 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 ±10 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 instruction’s manual, customer shall not be entitled to seek for any claims arising in the said manner whatsoever.

Note:

This warranty policy shall be effective from the 8th of August 2024 and supersedes any and all previous policy/ies, whether written or oral.

Wave / Wave Plus - Adjustable Bed

• 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.  
• Wall mounting of the headboard is not mandatory and left to the customer's discretion. Duroflex and its installation partners do not take responsibility for damages that occurred during the wall mounting installation of the headboard.

Neuma - India’s First Firmness Adjustable Mattress

Duroflex Mattresses are warrantied against manufacturing defects for5* years from the date of purchase. For items* within the first year of warranty, the mattress will be replaced if there is any manufacturing

problem as listed below:

1. Sagging of the core of the mattress. Warranty doesn’t cover depression of less than 1’’ from the top surface at 100% inflation level.
2. Controller and remote failure owing to weak connections.
3. Any programming flaws discovered.
4. Physical damages observed in mattress or controller housing or remote housing at time of installation.

During the subsequent years a prorated warranty will be applicable as mentioned in the following table.

1st Year	Repair or replace at no charge for manufacturing defects.
2nd Year	Customer to pay 20% of list price of replaced components*
3rd Year	Customer to pay 25% of list price of replaced components*
4th Year	Customer to pay 35% of list price of replaced components*
5th Year	Customer to pay 50% of list price of replaced components*
>5th Year	Customer to pay 100% of list price of replaced components*

 

Duroflex has the right to refuse repair or replacement of any product or component returned in an unsuitable condition. This Limited Warranty cannot be transferred. To claim warranty, the mattress must be registered within 20 days after delivery. The warranty will be provided only if the product is used properly. The warranty is only valid. If the product is purchased from an authorized Duroflex outlet.

Please reach out to our customer care for any issues you face. Please note
that there are no parts that can be corrected by the end user
themselves.

DISCLAIMER

It is NOT designed for hospital use and is NOT designed to meet hospital standards.

What is not covered under the 5-year warranty?

1. Stains on the mattress cover that are reported after the product installation after unpacking or removing the packing / poly bag and subsequent use at the customer & end are not covered by the guarantee.
2. Opening of stitches that is reported after 30 days of the delivery date will not be covered under the warranty.
3. Size variation is acceptable ±0.5” for the Length, Width & thickness of the mattresses from the specified sizes.
4. 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.
5. Conditions arising from normal wear and tear. (Conditions arising from normal wear & tear include, but are not limited to: mattress cover compression, foam compression, or discoloration of components.)
6. Damage from tampering with any component or from opening the controller.
7. Damage from misuse or abuse of the warranted product or component.
8. Damage from laundering or dry-cleaning.
9. Acts of God, such as but not limited to lightning damage.

Throughout the first year, we do not charge consumers for any visit charges. From the second year on, any visits that Duroflex must arrange will be charged to the customer at a nominal fee.

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.

Warranty Policy - Duroflex Pillows 

Model	Warranty (In Yrs)
Snuggle	No Warranty
Bliss	No Warranty
Happy	No Warranty
Zeal	1 year
Buoyant	1 year
Neck Rest	1 Year
Neck Balance	3 years
Neck Pro	3 years
Twin Embrace	3 years
Energy	3 years
Comfort Cove	3 years
Nidra	3 years

 

Warranty not applicable in case of 

• Slight Softening and settling of thickness is normal to any pillows
• Change of Comfort and softness is not covered under warranty.
• Physical damage of any nature is not covered under warranty.
• Warranty will not be valid unless your product is registered.
• Warranty coverage is subject to manufacturing defects subject to only excessive Sagging.
• Fabric damage/pilling/color fading is not covered warranty since it subject to handling of the product by customer.
• Size variation tolerance is acceptable up to ± 1 inch.

Warranty Calculation:

If your pillow warranty is applicable for 1 Year, then initial 6months will be full replacement w.r.t only manufacturing defect. If it is beyond 6months, 50% of invoice value will be considered.

If your pillow warranty is applicable for 3 Year, then initial 1 Year will be full replacement w.r.t only manufacturing defect. If it’s beyond 1 year the pro rata calculation is applicable.

Pillow Cost: Rs 3000

Defect observed after 1 year hence it applicable for pro rata for remaining 2 years.

3000/3*2 = Rs 2000.

The E-coupon shall be provided for the balance amount (Pro rata) and customer can redeem this from Duroflex website within the validity.

Wash Care Instructions 

• Never wash the pillow core.
• Pillow core to keep covered to protect from dust and dirt.
• Clean pillow case/core with a damp cloth & dry it fully before use.
• Removable pillow cover to be washed separately in warm or cold water using mild detergent.
• Do not use bleach as it can weaken the fabric fibers.
• Do not pour detergents directly on the fabric, dilute it with water then add.
• Always wash identical colors together and wash white color covers separately.

How to register your pillow warranty –

• Log on to our website duroflexworld.com
• Register your product.
• Upon successful warranty registration, an automated mail / SMS will be send.
• Please retain a copy of your purchase invoice, as it is required to make a claim.
• The final decision of the warranty will be made by Duroflex Pvt Ltd.
• Disputes, if any subject to Bangalore jurisdiction.