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Warranty

Hallo products are made to offer high-quality comfort and durability, to ensure you wake up recharged after a good sleep experience. Hallo mattresses come with a 10-year warranty. The warranty covers the following:

 

Material & Manufacturing Defects
This specifically covers defects in materials or workmanship and includes physical flaws that cause the mattress foam to crack or be deformed under normal proper use and handling. We offer a 15-day return policy (from delivery date) only for manufacturing defects.

 

Visible Indentation
The mattress sags or forms a permanent indentation even without any weight applied to the mattress and provided that the mattress is laid on a stable, flat base.

If you encounter any manufacturing defects or have received a wrong product/size, kindly reach out to us with your Order Number and a photo of the product. You can email us at sales@hallofamily.com

Please note that the product will have to be in the exact same condition as when you have received it and with the original packaging.

Note also that you need to contact us within 15 days from the delivery date, as we may not be able to entertain requests made after this period.

 

Please note that this Warranty does not provide coverage for the following instances:

  • Personal comfort preferences, such as firmness, texture, and feel.
  • Physical abuse or improper use of the mattress, including but not limited to prolonged sitting on the edges, bending, folding, standing, or jumping on the mattress, resulting in damage to its structure and/or cover material, such as cuts, tears, stains, or soiling.
  • Deformity or damage to the mattress caused by improper washing, drying, or high-temperature treatment.
  • Abnormal or non-domestic use of the mattress.
  • Natural odours that may be present in some mattresses.
  • Mattress dimensions within the accepted tolerance of +/- 3 cm on the quoted size.
  • Usage outside of Malaysia.
  • Mattresses that have been unboxed or unwrapped after 15 days from the delivery date.
 

Important Information
To ensure that we treat all our customers fairly, we are unable to accept returns or exchanges in certain situations, such as:

  • Products that have been damaged due to misuse, abuse, negligence, or accidents, including those caused by pets.
  • We cannot accept products that display damage such as tears, stains, wrinkles, or unpleasant odors, or those that show excessive wear and tear. Products that have been lost or damaged due to natural disasters, fire, or flooding cannot be returned.
    We cannot accept products that have been altered in any way.
  • Personal reasons unrelated to product performance or satisfaction also cannot be accepted as valid reasons for returns or exchanges.
  • For exchanges, the delivery address must be the same as the one used for the initial delivery. Any request for a different delivery address shall not be allowed.
 

Hallo Family reserves the right to reject any return requests and this is at the sole discretion of Hallo Family.