This Warranty Policy & Legal Terms (hereinafter referred to as “this Policy”) constitutes a legally binding agreement between Sufol Creations Sdn. Bhd. (hereinafter referred to as “the Company”, “SUFOL”, “we”, or “us”) and the original retail purchaser (hereinafter referred to as “the Purchaser” or “you”) of a SUFOL brand mattress. By purchasing, accepting delivery, or using a SUFOL mattress, you are deemed to have fully read, understood, and unconditionally agreed to be bound by all terms, conditions, and limitations set forth herein.

This Policy is strictly structured within the legal frameworks of Malaysia, including but not limited to the Consumer Protection Act 1999 and the Contracts Act 1950, to define the statutory rights and contractual obligations of both parties while limiting the Company’s liabilities to the maximum extent permitted by Malaysian law.

1. Legal Effect, Eliginility & Pre-Conditions

• 1.1 Sole Legal Basis: This Policy serves as the sole, exclusive, and final statement of the warranty terms for SUFOL mattresses. No other verbal agreements, single representations by third-party retailers, or employee statements shall form part of the Company’s legal obligations.
• 1.2 Non-Transferability: This warranty is valid ONLY for the original retail purchaser (Original Purchaser) who bought the product directly from SUFOL or an authorized retailer. It is non-transferable. If the mattress is resold, gifted, or transferred to any subsequent owner, or used in non-residential commercial settings (such as hotels, Airbnb, homestays, hostels, or rental units), this warranty and all accompanying liabilities shall instantly become null and void.
• 1.3 Territorial Limitation: This warranty applies strictly to authentic SUFOL mattresses purchased and used exclusively within Malaysia.
• 1.4 Absolute Burden of Proof: To initiate a valid warranty claim, the Purchaser bears the absolute burden of proof to provide all required documents, including the original sales invoice/receipt and formal delivery receipt.

2. New Mattress Characterist & Non-Defect Clauses

• 2.1 New Mattress Impression & Breaking-In Period:
  • A brand-new SUFOL mattress will often feel firmer upon unboxing than the display models tested in the showroom. This initial stiffness is a normal physical property caused by the brand-new foam, comfort layers, and textiles being completely compressed.
  • As you continue to sleep on the mattress, under the natural pressure of your body weight and body heat, the foam layers will gradually relax, release internal stress, and mold more to your specific sleeping form and body shape.
  • The type, quality, age, materials, and physical condition of your mattress foundation (divan, bed frame, box support) also play a crucial role in your sleeping experience and the performance of the comfort layers.
  • Consequently, any initial difference in physical firmness, or a “feels different” physical sensation compared to the in-store showroom experience, shall not under any circumstance be considered a manufacturing defect. The Company will not accept warranty claims, returns, or exchange requests based on comfort or firmness preferences.
• 2.2 New Product Odor & Ventilation:
  • A slight odor upon unboxing is completely normal for newly manufactured and freshly sealed foam, latex, and eco-friendly bedding products. This is a standard industrial physical phenomenon and is completely harmless to human health.
  • Upon opening, the Purchaser must allow a minimum of two (2）months for the new mattress to breathe and ventilate in a well-ventilated room, after which the smell will naturally fade away. The Company will not accept claims, refunds, or replacement requests based on new product odors.

3. Pro-Rated Limited Warranty Matrix

SUFOL provides differentiated warranty periods for the core internal structure and other components of the mattress. The division of liabilities is defined as follows:

• 3.1 Structural Component Warranty Breakdown:
  • 3.1.1 Core Spring Unit — 10-Year Pro-Rated Limited Warranty: Each spring mattress carries a ten (10) years pro-rated warranty against manufacturing defects on its internal spring structure. Any valid manufacturing defect verified after the first year will be resolved using the Pro-Rated Value calculation mechanism outlined in Clause 3.5.
  • 3.1.2 Other Components — One (1) Year Limited Warranty: Warranty on other components against manufacturing defects—including but not limited to comfort foam layers, quilting layers, latex, edge supports, and ticking fabric—is valid for ONE (1) year only, subject to the limitations described in this Policy. Any degradation, flattening, or natural wear of these non-spring components after one (1) year is excluded from the warranty.
• 3.2 First Two Years Full Repair & Logistics Fees: Any manufacturing defects that arise within the first TWO (2) years upon delivery shall be repaired or replaced without product charges. However, the Purchaser expressly acknowledges and agrees that all transportation charges for on-site inspection, product extraction, factory repair logistics, or total replacement are to be borne solely and entirely by the Purchaser.
• 3.3 Sole Discretion & Limitation of Consequential Damages: At any stage of the warranty lifetime, the final decision to either repair the parts or replace the mattress entirely rests exclusively with the manufacturer/SUFOL. Consequential, incidental, or special claims, damages, or losses, no matter what kind and regardless of the legal argument (whether based on contract breach, tort, or strict liability), cannot be accepted or entertained.
• 3.4 Non-Extension of Warranty Term: Any mattress product repaired or replaced under this Policy does not initiate a new warranty period. The original warranty period commences on the day you take initial delivery of your mattress and will not be extended, renewed, or changed as a result of repair or replacement under the terms of this warranty or otherwise.
• 3.5 10-Year Pro-Rated Value Calculation Guide: Over the 10-year lifespan, if a manufacturing defect develops in the core spring unit after the first year of delivery, repair or replacement value will be charged based on a pro-rated scale. The Purchaser shall bear the financial difference between the market value of a new mattress and the credit value allotted.
  • Calculation Formula: The pro-rated charge required from the consumer to execute a repair or replacement is calculated at 1/10th of the original invoice price multiplied by the total number of years you have owned the bed (any fraction of a year will be rounded up to a full year). Additionally, all transportation charges must be paid by the Purchaser. The pro-rated credit value follows the guide below:

4. Absolute Exclusions (NOT Considered Manufacturing Defects)

The Purchaser explicitly agrees that the following physical changes, alterations, environmental damages, or subjective assessments do not constitute manufacturing defects and are strictly excluded from warranty coverage:

• Natural Wear and Tear: General aging of fabric, minor loose quilting threads, linting, pillings, or stretching of textiles that occur through normal usage.
• Subjective Preferences: Change in personal comfort preference, body aches, posture changes, or firmness/softness expectations after prolonged use.
• Improper Handling or Misuse: Physical damage or tearing caused by improper shifting, dragging, pulling, or rough handling during relocation.
• Minor Dimensional Variations: Due to the flexible, soft nature of textile and foam materials, minor dimensional variations in length, width, or thickness within plus or minus two centimeters (±2cm) are standard technical tolerances under national and international bedding industry guidelines and are not defects.
• Normal Body Impressions (Sags Below 2.5cm): Body impressions, contouring, or localized sagging on the mattress surface that measures below 2.5cm are recognized industry-wide as normal settling of comfort layers adapting to the sleeper’s anatomy and do not constitute a structural failure.
• External Disasters & Force Majeure: Damage directly or indirectly caused by liquid spillages, water ingress, fire, environmental moisture, pet scratches/bites/tears, or any accidental physical impacts.

5. Statuses And Actions That Will Void Your Warranty

The occurrence of any of the following events shall immediately, automatically, and irreversibly render this warranty null and void, completely relieving the Company of all future repair, replacement, or compensation duties:

1. 1. Stains and Bodily Fluids: The major cause of warranty avoidance is a mattress soiled by blood, urine, sweat, biological fluids, food/drink stains, or chemical spillages. For reasons of public health, cross-contamination risks, and the occupational safety of inspection/repair personnel, any soiled mattress is legally disqualified from warranty service. The use of a high-quality, highly absorbent, and waterproof mattress protector is strictly recommended from day one.
   2. Unhygienic Mattress Condition: Mattresses kept in an unsanitary environment or presenting unusual odors, or showing the presence of molding, mildew, or insect infestations such as fleas, ticks, bedbugs, cockroaches, or cockroach egg capsules found during technical inspection will void the warranty immediately.
   3. Mechanical and Physical Abuse: Abuse of the mattress and/or its core components. Actions such as children or adults repeatedly jumping, stomping, or placing heavy concentrated objects on the mattress will subject the internal spring units to metal fatigue and structural shattering, invalidating the warranty.
   4. Bending, Folding, or Improper Vertical Storage: Bending the mattress, folding it during transport, or leaving it standing vertically on its side. No innerspring mattress can be bent or left standing on its side for long periods without causing permanent structural shifting and deformation. If the mattress is bent while shifting from place to place, standing for a long period during delivery, when moving it, or in storage, the warranty is void.
   5. Improper, Damaged, or Inadequate Foundation: Placement of the mattress on an improper or lack of suitable box support or foundation (e.g., wrong construction, uneven slatted bases, broken divans, or sagging bed frames). Correct, rigid mattress support is a vital element in maintaining a longer life span for your mattress. If a mattress is placed on a foundation that dips down, even under the load of one or two sleepers, allowing the mattress to sag too, causing the top cover to wrinkle, the warranty will be voided.
   6. Inadequate Double/Queen/King Support Requirements: Mattresses follow the contour of whatever they rest on. Sleepers may experience roll-together through inadequate foundation support. For Double, Queen, and King-sized mattresses, the bedframe/foundation used MUST be equipped with a solid center rail and at least one support leg extending directly to the floor to prevent structural bowing or dipping. Failure to provide this central center support voids the warranty.
   7. Poor Air Circulation: Keeping the mattress on the floor directly or on a non-breathable solid platform that restricts air circulation, trapping moisture beneath the mattress and inducing heavy mildew/mold development.
   8. Unauthorized Repairs or Technical Alterations: This warranty is immediately voided if the mattress has been ripped open, repaired, restitched, or altered by unauthorized persons, third-party furniture workshops, or independent repairers without explicit written permission from SUFOL.
   9. Unsanitary Storage Environments: Keeping the product sealed or unsealed in highly humid, dirty, chemically volatile, or non-climate-controlled storage warehouses for extended periods.

6. Official Warranty Claim Procedure

• 6.1 Written Notification: In the event that a verifiable manufacturing defect occurs, the Purchaser must notify and provide a written claim to the authorized retailer from whom the mattress was purchased, or directly contact the SUFOL Customer Service Department via our official claim email at customercare@sufol.my within fourteen (14) days of discovering the defect.
• 6.2 Pre-Condition Document Submission: To initiate a claim, the Purchaser must simultaneously provide to our claim email: (1) Original proof-of-purchase/sales receipt, (2) Original delivery receipt, and (3) Clear, high-resolution photographs and multi-angle videos showing the exact defect. Failure to provide these items will result in immediate rejection of the claim.
• 6.3 Final Manufacturer Assessment: Upon receiving the complete claim package, the technical department will assess the digital evidence or request the product to be transported back to the factory for physical diagnosis. The final decision regarding whether a structural condition constitutes a manufacturing defect rests solely and exclusively with SUFOL.

7. Contact Information

For any questions regarding these Mattress Standard Warranty Policy & Legal Terms​, please contact us at:
Email: inquiry@sufol.my
Phone: (+60) 4-424 1388
Address: Ground Floor, No. 177 & 178, Jalan Mawar 2, Taman Pekan Baru 08000 Sungai Petani, Kedah, Malaysia.

Effective Date: 24th of May 2026