Warranty Policy for Raha Company
The following warranty policy applies to products purchased through Raha’s official website. The warranty is valid for residential use only, and the lifespan and warranty period vary depending on each product. The customer must present an original invoice or any other proof of purchase.Mattress Warranty:
- Sagging of the mattress exceeding 15% of the original height.
- Broken springs or wires.
- Unraveled stitching upon receiving the mattress.
- Protruding or broken springs or wires coming out of the mattress layers.
Bed Base Warranty:
- Sagging of bed springs.
- Separation of the wooden parts of the bed.
- Scratches caused by transport, loading, unloading, or handling by the company.
Items Not Covered Under the Warranty:
- If the mattress has been bent or folded.
- If the mattress is found in an unsanitary or stained condition or has body impressions.
- If product failure is due to reasons other than defective materials or manufacturing.
- Poor storage in inappropriate conditions.
- If the product is used for commercial purposes.
- If the mattress or its structure is damaged due to bed rails or lack of supportive bars.
- Any damage to the outer fabric cover, including misuse.
- Normal softening of the mattress over time, or sagging less than 15% of the original heigh.
- If the buyer cannot present proof of purchase.
- Handles are not covered under this warranty. Please use handles only to position the mattress, not for tilting, carrying, or lifting it.
- If the mattress is damaged due to inappropriate placement or the use of improper bases.
- All mattresses show changes in appearance over time due to upholstery fabrics, which is not a defect in the product’s structure and is not covered by the warranty.
- Improper transport of the mattress, causing bending or twisting, or any damage to the internal frame.
- Failure to follow mattress rotation or flipping instructions, depending on the type (ask the seller about your mattress type).
- Using an improper bed base for the mattress (such as slatted wooden bases).
- Using inappropriate cleaning materials or methods, such as caustic chemicals on the fabrics.
- Misuse of mattresses or bed bases for purposes other than intended, such as jumping on them or consistently sitting on one edge.
- All accessories such as pillows, comforter sets, sheets, mattress protectors, and toppers are excluded for health reasons.
Repair Items:
- The warranty covers free repair services for damaged parts if there is a manufacturing defect. The warranty does not mean product replacement or refund.
- Repair may take up to a maximum of 15 working days, depending on the customer’s location.
- The mattress will be collected from the customer based on the original invoice or any other proof of purchase.
- Throughout the warranty period, repair services will be free in accordance with the terms of the warranty.
- Once repairs are completed, the product will be returned with the original invoice stamped by themaintenance department.
