Product Warranty
All our products are covered by a factory warranty.
Inspection and Claims (All Products Basic Warranty)
Please inspect your product for any factory defects within 3 days of receiving it. If you find any defects that are a result of original manufacturing, we will offer a 1-to-1 replacement with a brand new product or a full refund (the seller has the right to choose the option).
To claim a warranty replacement or refund:
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Contact our customer service within 3 days of receiving your product.
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Provide your order number, name, and contact information.
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Describe the defect in detail and provide any photos or videos that you have.
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Our customer service team will review your claim and contact you within 2 business days.
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If your claim is approved, we will send you a replacement product or issue a full refund, depending on the option we choose.
Please note:
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The warranty does not cover damage caused by normal wear and tear, misuse, or accidents.
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The warranty is void if the product has been tampered with or modified.
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To keep your warranty valid, please keep your original purchase receipt.
We are committed to providing our customers with high-quality products and excellent customer service. If you have any questions about our warranty, please do not hesitate to contact us.
Mattress 5 & 10 Warranty - Comprehensive Guide
- All KYLIN mattresses carry a 5 or 10-year local warranty against manufacturing defects (“the Warranty Period” & “Based on Warranty Plan”) from the date of purchase.
- Customer may contact our customer service hotline at +65 8302 7411 or email us at admin@kylinshops.com for enquiry.
- The Warranty only covers defects in workmanship or material. KYLIN Singapore will repair or replace the damaged parts as well as reserves the right to use other materials with similar quality within the Warranty Period.
- The Warranty does not cover any promotional free gifts or accessories from the mattress purchase at any time.
- Mattresses that are not located at the registered address which is stated in the proof of purchase, will be subject to additional inspection to verify that damages are not caused by moving the mattress to a different address.
In below following cases, will trigger the warranty:
KYLIN Premium⁺ :- The mattress exhibits a natural compression of 1.5 inches when no weight is applied.
KYLIN Premiumˡᶦᵗᵉ :- The mattress exhibits a natural compression of 1.0 inches when no weight is applied.
In below following cases, will NOT trigger the warranty:
- Wilful damage.
- Using of the mattress other than for domestic use (e.g. storage, outdoor activities, etc.).
- Problems caused by natural environment e.g. humidity or damage caused by liquid penetration, cleaning, high power vacuum or the use of cleaning agents.
- Damage caused by natural disasters e.g. fire, flood, earthquake, and etc.
- Damage due to repair or removal by unauthorized person.
- Damage caused by forcing mattress through a narrow door, narrow passage, elevator, staircase, etc.
- Residual of wool caused by electrostatic or usage of high powered vacuum.
- Personal preferences and requirements e.g. firmness, comfort and odour.
Should the bed fail to meet our warranty criteria, customers will incur charges for both the retrieval of the product and its subsequent return.