REFUND & RETURNS POLICY
Exchange and Refund Policy
- Exchange and Refund is applicable to all LADY AMERICANA (Malaysia) mattresses.
- The online E-Warranty Card must be completed within 30 days of delivery.
Exchange and Refund Policy for Mattress
- Exchange/Refund request will not be entertained in case of improper usage or physical damage to the mattress. You are expected to return the mattress in an acceptable good condition.
- Exchange/Refund request will not be entertained if the mattress was not purchased from LADY AMERICANA (M) SDN. BHD. (CO.50922-K).
- Exchange/Refund request will not be entertained for accidental or intentional physical damage such as not limited to burns, cuts, tears, animal or insect infestation, unsanitary conditions, liquid spillage, stains, dirt or damage is found on the mattress during the inspection process.
- Exchange/Refund request will not be entertained if the mattress is used on an improper surface without proper support.
- Exchange/Refund request will not be entertained if the mattress is found to be exposed to cold or hot temperatures for a period of time that causes the materials to tear or permanently deform.
- Exchange/Refund request will not be entertained if the you want to return the mattress due to incorrect size or model ordered. It is always recommended to cross check the size and model before placing the order.
- Exchange/Refund request will not be entertained for any subsequent mattress you buy from LADY AMERICANA (M). This applies to all new orders from the same customer. Customers may be identified by customer name, delivery address, phone number, email address, or by any other means.
- Exchange/Refund request will not be entertained if we have grounds to believe that you are returning the mattress for reasons other than because you’re genuinely dissatisfied with the mattress. We reserve the right to refuse to accept the return, not give you a refund and reserve the right to refuse to sell our products to you in the future.
- Exchange/Refund request will not be entertained if the mattress is not wrapped up securely using its original plastic (or any other plastic that can serve the same purpose) in order to avoid the mattress from getting dirty or damaged during transportation. Failing this, LADY AMERICANA (M) will charge RM100.00 as a compensation fee (for cleaning and repairs purposes) which will be deducted promptly from the refund amount. In the event that the damage/stains to the mattress are so severe that it is not recoverable, we reserve the right to send the mattress back to you at your cost.
- Exchange/Refund will not be entertained if the collection address is not the same as delivery address and return is only valid in territories where LADY AMERICANA (M) sells and delivers.
- Exchange/Refund will not be entertained if the mattress is misuse or modification of the mattress.
- Custom-made mattress.
We shall charge an administration fee of RM300.00 per item for the delivery cost. A full refund (with the deduction of the administrative fee mentioned above) will be issued once the returned mattress has been received & verified.
Note: Refund processing time may take up to 14 working days.