Warranty Policy

Warranty Policy

The company only provides a warranty for products caused by manufacturing defects. The warranty shall be applied for the sagging of main structure of mattress only.

• Genuine products are sold by Hilding Anders Group under “Slumberland” brand and an authorized distributor in Vietnam.
• The mattress shall be only purchased from an authorized distributor with a complete brand and model label sewn on the product as well as quality control label.
• The mattress shall not be dented or deformed due to excessive pressure or pressure in the wrong position and mis use.
• The mattresses are properly designed for lying flat and shall not be placed on a slatted bed base.
• The warranty policy shall be applied to the normal use of normal environmental conditions.
• The mattresses must be kept away from sources of high heat, humidity and cleaned properly for safety and healthy.
• In all cases, the customers shall read the instructions totally and carefully before use.

Period of warranty : Depend on main structure of mattress.

Starting Warranty Date : Date of goods receiving.

How to check whether the mattress has collapsed or not

• Conditions for determining whether the mattress has collapsed from the spring system. Quality control specialist measures the collapse from the lowest point, relative to the highest point. (According to Hiding Anders Asia Pacific standards) as follows
• Use a straight line device placed parallel over the mattress at the point of collapse (check if there is a space in the middle), then measure the highest gap and take the photo for reference.

Accepted Mattress Collapsed / Sagging Range >2”(5.0 cm)

What does the warranty not cover?

1. Material layers (foam layers, synthetic fibers, other internal layers), fabric covers, topper that have collapsed and/or damaged.
   • Changing in color and material properties, torn materials, old and deteriorated materials from normal use.
   • Bumping, jumping on the mattress/divan including bent knees on bed.
   • Placing heavy objects on the mattress and/or divan continuously and for a long period of time until it collapses
   • Damaged/ torn from sharp objects, burnt from fire.
   • Fungi, fleas, bedbugs, mites, ants, termites, weevils, book lice and all kinds of insects.
   • Liquid stains or other dust stains.
   • Misuse such as use the mattress as an ironing board.
   • Damaged products are caused by fulfilling the customer's instructions, such as allowing the delivery man to bend the mattress to take into the house in the wrong way from the company's specified method.
   • Improper storage of the mattress, such as in areas with high humidity causing mold, sunlight/wet causing the properties of the material to change.
   • Using inappropriate combinations with mattresses, for example, too small bedframe, causing the mattress to be squeezed and out of shape.
   • Using with slatted bed structure, causing the mattress to be collapsed and out of shape.
   • The unique scent of raw materials such as foam, rubber, horse hair, wool, and glue may cause an unique odor.
   • A brand and model label as well as quality control label must not be lost or cut.
2. Personal health conditions of a customer such as chronic back pain or allergies.
3. Personal tastes and preferences in the use of goods and services

Contact

At point of purchase of an authorized mattress showroom in Vietnam

1. Customers shall contact at the point of purchasing a mattress and request for a claim by showing the showroom’s staff with the required information below.
   • Photo of quality control checklist that presents “Production Date”
   • Photo of the main label that presents “Model Name”
   • Photo of product sagging that presents “Sagging Range >2 inch (5cm)”
   • Proof of purchase that presents “Date of receiving and Point of Purchase”
2. After showroom’s staff has all the information, they shall contact Hilding Anders’ Representative in Vietnam and submit the documents above for review and consideration.
   • If all conditions are in line with the warranty policy, the representative will send approval.
   • If not, the representative will return the claim to the showroom to inform the customer with explanation.
3. Once the warranty claim is approved. The customer will get a new mattress for replacement in the same model and same size. Then, the authorized distributor will contact and arrange the delivery with the customer.
4. The company shall reserve the right not to exchange for another model and refund.
5. The warranty period is continuing from 1st mattress

For example : 1st mattress warranty 15 years Starting warranty date 11Sep2023 Ending 10Sep2038
The customer claimed and replaced the new one on 15Dec2025, The warranty ending date still be 10Sep2038