Pure Luxe Latex Ortho Mattress

Warranty: 10 Year' Warranty

At Wakeup, we are committed to providing you with a professional and worry-free shopping experience on our website. Our return and warranty policy has been carefully crafted to ensure a seamless process. Please review the following details:

Warranty Coverage:

• Our mattresses are accompanied by a upto 15-year limited warranty, specifically for manufacturing-related defects.

Claim Process:

• If any product develops a defect covered under warranty, we will promptly repair or replace it at no additional cost to you.
• To initiate a claim, kindly provide our customer care team with clear images or videos of the unboxing, damaged, or defective products, along with your order number.
• Our dedicated team will diligently validate the claim and initiate the necessary replacement or repair process according to the reported defect.

Timely Reporting:

• It is essential to notify our Wakeup support team within 72 hours of receiving the package if you encounter any issues with the product.

Exclusions:

• Please note that this policy does not apply to clearance items or products that have been damaged or defective due to improper use or inadequate care.
• We kindly encourage you to familiarise yourself with our maintenance and care guidelines to maintain the product's quality and longevity.

We are dedicated to your utmost satisfaction and aim to provide you with a professional and seamless return and warranty process. Should you have any questions or require further assistance, our professional customer support team is readily available to assist you.

We are committed to providing a comprehensive and customer-centric return and warranty policy to guarantee your satisfaction with our products. Please review the following details:

What Is Covered:

Our warranty policy provides coverage for the following:

• Defects in materials or workmanship that affect the functionality and performance of a product.
• Excessive sagging or indentation in mattress beyond the specified limits outlined in the warranty.
• Damage or defects that hinder the normal use of the Product.
• Manufacturing defects occurring within the warranty period.

What Is Not Covered:

However, please note that our warranty policy does not cover the following:

• Normal wear and tear, including gradual softening or compression of the mattress over time.
• Personal comfort preferences or changes in firmness perception.
• Damage caused by improper use, mishandling, negligence, improper assembly, modification, unauthorised repairs, or abusive treatment.
• Stains, spills, or damage resulting from improper cleaning or maintenance.

Kindly keep in mind that the lists provided above are not exhaustive, and additional terms and conditions may apply to individual products. We recommend referring to the detailed warranty information included with your purchase for more specific coverage details.

Should you require any further clarification or have any questions about our coverage, our customer support team is here to assist you in a helpful and courteous manner.

Your satisfaction is our priority, and we aim to ensure a smooth and satisfactory experience with our return and warranty policy.

Claim Initiation Process: To initiate a warranty claim, please follow these steps:

• Contact our customer service team with your order number, images, and a detailed description of the issue.
• Our knowledgeable team will guide you through the claim process and provide necessary assistance.
• For mattress claims, please share an unboxing and manufacturing defect video. For furniture claims, provide clear pictures showcasing the damaged or defective product.
  

Return Process:

• Contact the Wakeup Support Team within 24 hours of receiving the package either by calling +917082907701 or emailing support@mywakeup.in to raise your replacement request.
• Fill out the Wakeup Order Replaces Form, a simple and straight forward process.
• Our support team will validate your replacement request within 2-3 working days, ensuring a prompt response.
• You will receive email notifications at every step of the process, keeping you informed and updated.
• Once validated, we will arrange for the replacement to be picked up from your location within 10-15 business days.
• We provide replacement only and we don't offer any bank refunds for now.
• In the case of a replacement, the replacement will be initiated after the previous product is delivered to our warehouse. 
• In case the pickup service is not available in your area, customers will have to self-ship the product to Wakeup.
• A partial replacement will be done in case of slight damage, loss of a package, or specific part damage. 

We are dedicated to delivering excellent customer service throughout the return and warranty process. If you have any questions or require further assistance, please do not hesitate to reach out to our responsive customer support team.

100-Night Sleep Trial Policy Documentation:

At Wakeup, we are dedicated to ensuring your satisfaction with your mattress purchase. To provide you with peace of mind and the opportunity to experience the comfort of our mattresses, we offer a 100-night sleep trial. Please familiarize yourself with the details of our policy:

Duration: You have a generous 100 nights from the delivery date to try out your new mattress in the comfort of your home.

Satisfaction and Return Process: If, within the 100-night trial period, you find that the mattress does not meet your expectations, please reach out to us to initiate the return process. We are committed to working with you to find a solution that aligns with your needs.

Pickup Arrangement: Once you initiate the return process, we will arrange for the mattress to be picked up from your home, making the return process hassle-free for you.

Condition of the Mattress: To qualify for the 100-night sleep trial, the mattress must be in good condition, free from any stains or damage. This ensures that the mattress is suitable for re-stocking and allows us to offer it to another customer with confidence.

Refund Method: We provide replacement only and we don't offer any bank refunds for now. Once the mattress is returned to us and inspected to ensure it meets the above conditions, the replacement will be processed promptly.

This policy applies to all mattresses sold by Wakeup. We take pride in the quality of our products and are confident that you will be satisfied with your purchase. However, should you decide that the mattress is not the right fit for you, please contact our customer support team to initiate the return process.

We appreciate your trust in Wakeup and thank you for choosing us for your mattress needs. If you have any questions or require further assistance, our dedicated customer support team is here to help.

Rest assured, we are committed to your satisfaction and strive to make your shopping experience with Wakeup exceptional.