Warranty T&C

Warranty T&C

NeckPro Warranty

Body Comfort Impression

It is NORMAL for a mattress to have depression/sinking/sagging less than 3cm at any part of the original mattress height due to body weight impression towards high elasticity of materials used in manufacturing, thus normal wearing will not be considered as any sort of defect.


Slight chemical/packaging odours found on a new mattress/pillow is considered NORMAL. Please allow a minimum of 7 days for the smell to diminish naturally and always keep the room well ventilated.


Mattress Care

              1.Mattress durability. We recommend you to choose a solid, flat and strong bed frame/divan/base to prolong the mattress life span at optimum condition.

              2.Ensure the room is well ventilated and dry. We highly recommend that you protect your mattress with a high-quality absorbent mattress pad. This will keep the fabric of the mattress fresh and clean. Never apply liquids of any kind to the mattress. If it is necessary to clean your mattress, use a dry clean cloth or mattress vacuum cleaner to wipe off any dirt or soak up any moisture.

              3.Flip or rotate it every 1 to 6 months: It is recommended to rotate your mattress horizontally once a month for the first 3 months, and once every 3 months after that. The result of these mattress acrobatics is that your mattress will wear evenly, delaying body impression build up due to constantly sleeping in the same spot. Even doing this every six month helps.

              4.Keep your mattress clean. Change your mattress cover sheets regularly: Simply changing your sheets regularly (once a week in most cases), can help keep dirt from collecting on your mattress and becoming a breeding ground of mites and harmful bacterias.

              5.Never jump, stand, bend your mattress. Damages incurred by the mattress owner could void your warranty.


What Can Void Your Warranty?

              1.Staining and discoloration of the mattress. Blood, urine, stains and fluids could damage mattress inner foam and spring structure. You are sincerely encouraged to use a quality mattress protector that has a high absorption rate.

              2.Abuse of the mattress. Children repeatedly jumping on the mattress will ultimately cause the mattress to fail in some manner.

              3.Improper bed frame/base/divan (wrong construction, worn out, etc.). If so, the mattress warranty is null and void. Correct mattress support is an important element in providing a longer life span for your mattress. This warranty is void if the foundation is not firm, even and supportive. A foundation that is too soft, not supportive, or restricts air circulation may damage your mattress and void this warranty.

              4.Failure to comply with manufacturer’s care & maintenance instructions.

              5.This warranty is extended only to the original purchaser from the appointed manufacturer Carest Bedding Sdn. Bhd. products or its authorized dealers/retailers and valid only for residential use. Contract and commercial usages are not covered by this warranty.

              6.This warranty is void if the mattress has been serviced by unauthorized persons or workshops.

              7.This warranty is not applicable to display item purchase or clearance sale purchase unless specifically stated in writing.

              8.This warranty does not cover products kept in an unsanitary environment.


Pro-Rated Limited Warranty

The warranty is confined to the first purchaser of the product only and covers only products purchased from an authorized dealer.

              1.Your mattress will be replaced, repaired, or provided a pro-rated allowance, at our option, if it is defective due to faulty workmanship, for ten (10) years from the date of purchase, subject to the limitations described in this warranty. The manufacturer reserves the right to substitute products and materials of equal or similar value at our available option then.

              2.Each spring mattresses carry a 10 years pro-Rated warranty against manufacturing defects on its spring unit. Warranty on other components against manufacturing defects is only valid for ONE year subject to the limitation described in this warranty.

              3.Over 10 years, repair or replacement or credit value of the mattress will be made as per the pro-rated value below. The consumer shall bear the difference between the new mattress value and the credit value. The pro-rated value is 1/10th of the invoice price multiplied by the total number of years you have owned the bed.

  • Within 12 months of the date of purchase: 100%
  • 1-2 Years: 90%
  • 2-3 Years: 80%
  • 3-4 Years: 70%
  • 4-5 Years: 60%
  • 5-6 Years: 50%
  • 6-7 Years: 40%
  • 7-8 Years: 30%
  • 8-9 Years: 20%
  • 9-10 Years: 10%
  • Over 10 Years: 0%

              4.Your mattress will be repaired or replaced at pro-rated value (transportation charges must be paid by the purchaser) during the lifetime of this warranty. Repair or replacement is at the option of the manufacturer. Consequential claims, no matter what kind and of what legal argument, in connection with this warranty, cannot be accepted. This warranty commences the day you take delivery of your mattress. However, the warranty period will not be extended or changed as a result of repair or replacement under the terms of this warranty or otherwise.

              5.In the event you wish to make a warranty claim, first, you are required to notify the retailer from whom you purchased your mattress. You must provide proof-of purchase; therefore you must retain your sales receipt and/ or delivery receipt. The retailer will coordinate your claim with the manufacturer.


              1.This warranty gives you specific legal rights, and you may also have rights which vary from country to country. The manufacturer is responsible for no incidental nor consequential damages. Implied warranties are limited to the period of this warranty.

              2.The manufacturer does not warrant that this product is suitable for any person’s health or medical condition, and makes no warranty beyond what is contained in writing herein. Any adverse health reactions like suffocation from improper use of products are at the onus of the user.

              3.Mattress specifications, including appearance, may change without notice.

              4.Claims that are not supported with a receipt will be denied a refund or exchange.

              5.This warranty does not extend to normal wear and tear, or damage caused by abuse, misuse, or negligence.

              6.In addition to the other exclusions stated on this page, we specifically exclude from the warranty;

  • Small manufacturing irregularities that do not affect the performance of the bed. Example: Length and width of the mattress up to a maximum of 2cm variance.
  • Comfort issues relating to the consumers’ preferences.
  • Defects due to causes beyond our control like floods, fire, acts of God.


How to claim your warranty:

              Simply click here and share a few details with us. We'll promptly reach out to guide you through the next steps. Looking forward to assisting you!