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Terms of Service
Sales
1. Demand an ETR invoice upon delivery.
2. Your invoice, along with the delivery note, serves as your warranty document.
3. Any installment purchase must be accompanied by an installment form.
4. Any order cancellation will incur administrative cost deductions on refund requests. 5. Refund periods and charges will be communicated on a case-by-case basis.
5. Any order not delivered within 100 days of placement will incur a daily storage charge of KES 1,000 per day after the 100-day period has expired.
Delivery
1. The company offers delivery services within the vicinity of the showroom location. Management reserves the right to determine which items qualify for delivery services and the associated lead times.
2. Deliveries may occur at odd hours due to unforeseen circumstances such as traffic or accidents. If the client does not agree to this, they must inform us in writing in advance.
3. We do not guarantee an exact delivery time. If time assurance is required, the delivery will fall under the "Express Delivery Service." Please inquire about this service.
4. Failure to receive goods on the scheduled delivery date will incur charges for a second delivery. These charges are at the company’s discretion.
5. If the client needs to change the agreed delivery date, we must be notified at least one day in advance. Any delivery canceled after dispatch will incur charges for a second delivery, at the company's discretion.
6. Due to the size and nature of our products, clients are requested to ensure a clear path from the parking area to the placement location. The company and our delivery team will NOT be responsible for clearing obstructions or for any damage or loss of items during delivery.
Installations
1. Children should not be allowed in the room where installation is taking place. The company will not be responsible for the safety of children.
2. Clients must provide accurate dimensions in centimeters (cm) or millimeters (mm) to ensure accuracy.
Waranty and return policy
1. We offer a limited structural warranty on the following items:
- SPRING MATTRESSES: 10-year limited structural warranty if purchased with a Dr. Mattress or DrM Furniture bed.
- SPRING MATTRESSES: 5-year limited structural warranty if purchased without a Dr. Mattress or DrM Furniture bed.
- FOAM MATTRESSES: 5-year limited structural warranty.
- BEDS: 5-year limited structural warranty.
- SOFAS: 2-year limited structural warranty.
- PILOWS AND TEXTILES: No warranty.
2. Any non-standard or customized (odd-sized) item is non-refundable, and such orders cannot be canceled once production has begun. The comfort guarantee does not apply to odd-sized items. Clients are advised to visit one of our showrooms to select the item that meets their comfort preferences. NO RETURN OR EXCHANGE POLICY APPLIES.
3. Customers must report any damage to items delivered within 24 hours. Claims made after this period will not be accepted. Clients should ensure they are personally available to receive the items or designate, in writing, a trusted individual to accept the delivery. This avoids situations where unauthorized individuals such as security personnel, neighbors, household staff, or children receive the items.
4. The company provides showrooms where clients can touch (the textiles and feel of the fabrics), test, and select the right items. The right choice depends on one's preference, budget, body shape, weight, and comfort.
5. Textiles, pillows, toppers, baby items, beds, sofas, and furniture panel items do not have a return or exchange policy. Clients should visit the showroom to make their selection.​​​​​​​
Important notes on mattresses
a) We offer a 30-day return policy on our standard pocket spring mattresses, but only if the client purchases the mattress together with the company’s waterproof mattress cover. The 30-day return is limited to one-time reselection only. Burns, cuts, or liquid stains void the warranty, as they damage the mattress structure. The mattress should be protected from physical abrasion.
b) The 30-day re-selection policy does not apply to the following standard sizes (4.5ft, 4ft, 3.5ft, & 3ft) on the following mattresses: Contour Pro, Contour Supreme XF, Contour Visco, Contour Latex, Contour Royalty, and Naturmatt.
c) Naturmatt mattresses return policy: The 30-day return policy is only applicable to the imported sizes 152*200cm, 150*200cm, 183*200cm, and 180*200cm if the client purchases the mattress together with the company’s waterproof encasement. This policy does not apply to the following Naturmatt sizes:
1) 90*190cm / 90*200cm
2) 107*190cm / 107*200cm
3) 122*190cm / 122*200cm / 120*200cm
4) 152*190cm / 183*190cm
5) 137*190cm / 137*200cm
d) All mattresses must be used on proper flat support. A bed frame or base with slats more than one inch apart, an unstable foundation, or an adjustable base can damage the mattress and void the warranty.
Company policy on item assessment
- Every assessment will incur a non-refundable facilitation fee of KES 2,500. Alternatively, you may bring the item to our factory in Tatu City for assessment, which will be done in your presence at no charge. However, bringing the item to the factory does not confirm liability on the part of the company.
- The KES 2,500 is not a warranty fee but a facilitation fee. If the item has a manufacturing defect, the repair is free. If the defect is user-related, the repair charge will be communicated separately.
- Folding, bending, or breaking the item damages its inner construction. Do not fold or bend the item during transport. The warranty does not cover physical abuse or damage to the structure or cover material, including but not limited to folding, burns, cuts, tears, or liquid damage.