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All our Trial Policies and Limited Warranties apply only to original purchasers of Products who purchased their product(s) directly from the website at LULUFURNITURE.SG (Excluding purchases made from other platforms or distributors). The Trial Policies and Limited Warranties thus only apply during the period in which the Product is owned and controlled by the original purchaser of that Product.
Please retain an electronic copy of your purchase invoice which will be sent via email, which will contain the information with regards to your purchase. Kindly quote the order number to our staff so that we may better assist with any issues with your purchase.
100-Day Trial Policy for Mattress
Please note: this 120-Day Trial Policy applies to the LUANNA Comfort Mattress, LUANNA Pro Mattress and LUANNA Premier Mattress (referred to below as the “Mattress” or “Product”).
If within the first 100 days of receiving delivery or self-collection of your mattress you’re not completely satisfied (Subject to the terms condition below) You may return it for a full refund by writing to us at email@example.com and indicating your order number and reason for return.
If you buy multiple quantity of a single product, you are eligible to return only ONE of that products for refund within the trial period.
Your returned product will likely be donated to charity. If a pickup of your product is necessary, LULU FURNITURE will cover the related charges. However, because we cannot handle international shipping and logistics expenses, your mattress must be in Singapore at the time you wish to take advantage of the 100-Day Trial Policy.
Once we have collected it and assessed the product to our satisfaction, your total payment to LULU FURNITURE will be refunded.
We will refund your money after we have received the product back at one of our warehouses or associated charities. The refund will be sent back to the card or the account that you have used to purchase it.
10 Year Limited Mattress Warranty
WHO AND WHAT DOES THIS LIMITED WARRANTY COVER?
We stand behind our LUANNA Comfort Mattress, LUANNA Pro Mattress and LUANNA Premier Mattress (referred to below as the “Mattress,” or “Product”) and offer a 10-Year Limited Warranty to prove it. The terms of the Limited Warranty are as follows:
Your new mattress is covered by a 10-year limited warranty (the “Limited Warranty” or “Warranty”), which gives you specific legal rights. This Limited Warranty is not transferable and covers you only if you (a) are the original purchaser and current owner of the Product for which you are seeking recourse under the Warranty, (b) purchased it directly from an authorized Lulu Furniture distribution channel – namely, the website at LULUFURNITURE.SG (Excluding purchases made from other platforms or distributors), and (c) have subjected the mattress exclusively to household (not commercial) use. The Limited Warranty thus only applies during the period in which the Product is owned and controlled by the original purchaser of that Product. Please retain an electronic copy of your purchase invoice which will be sent via email, which will contain the information with regards to your purchase. Kindly quote the order number to our staff so that we may better assist with any issues with your purchase.
In addition, because we cannot handle international shipping and logistics expenses, your mattress must be in the Singapore at the time you wish to take advantage of the Limited Warranty.
This Warranty is limited to material defects resulting from defective materials or workmanship in the Product you have purchased. LULUFURNITURE will, for 10 years following the date you receive your mattress via delivery or self-collection, at LULUFURNITURE option in its sole discretion, repair or replace, or provide a substitute for, any piece or part of the Product found by Origin to be defective in material or workmanship. The Limited Warranty applies under conditions of normal household use but does not apply in the case of: negligence, soiling, improper cleaning, misuse, abnormal use, ordinary wear and tear, dings, dents or scratches, accident or commercial use.
Specifically, this Limited Warranty covers the following defects, if they arise or appear in circumstances in which you have handled, maintained, and used the Product only for its intended purpose and have not subjected it to conditions likely to cause deterioration or damage beyond normal wear:
WHAT WILL LULUFURNITURE DO?
We will repair or replace the defective Product or the defective component(s) of the Product (if applicable). In the case of a manufacturing defect in a component of the Product, such as the mattress cover, we may elect to repair or replace the component if practicable rather than replace the entire mattress, and we reserve sole and complete discretion over that election. If we elect to replace the Product or component, we will replace it with the model, version, colour, or style available at the time of replacement, which may be different in certain respects than the original you purchased.
Any repair or replacement will not extend the original Limited Warranty period, nor will it constitute the beginning of a new limited warranty period.
HOW LONG DOES THE LIMITED WARRANTY COVERAGE LAST?
This Limited Warranty for your new LUANNA Comfort Mattress, LUANNA Pro Mattress and LUANNA Premier Mattress lasts for TEN (10) years from the date you receive your product via delivery or self-collection. We don’t pro-rate the terms (meaning we don’t reduce the total amount as time goes on).
WHAT IS NOT COVERED BY THIS LIMITED WARRANTY?
This Limited Warranty does not cover:
HOW DO I MAKE A WARRANTY CLAIM?
Claims covered under this limited warranty may be made by reaching us at firstname.lastname@example.org
Please inspect your mattress and its individual components carefully within three (3) hours of receipt of delivery. You must report, within three (3) hours of delivery, any physical damage or defect that is present in the Product at the time of delivery; any physical damage to the mattress after such initial three-hour time period will not be considered a fault of LULU FURNITURE and may be subject to fees.
In order to process an exchange or replacement part request, we will require photos of the damaged component(s).
Exchanges & Refunds
In the event any LULU FURNITURE products are received in a defective condition, customers may request for an exchange or refund via our live chat or email in at email@example.com within 3 hours. We will require image proof of the defected LULU FURNITURE product with its original box and plastic packaging within the image frame.
If you have opted for disposal, please ensure that the passage out of your residence (applicable to HDB and private property) is not obstructed. Our movers shall not be liable for any damage to the property in the course of rendering the service.