Warranty Policy
Sleep Atelier Pte. Ltd. (UEN 202625103R), trading as slaapkop Singapore, gives this warranty to the person named on the original order. It forms part of our Terms of Service. Our Refund Policy covers comfort and change of mind. This page covers defects.
1. Cover
| Product | Cover from the date of delivery |
|---|---|
| The Mattress | 10 years, limited |
| The Frame | 10 years, limited |
| The Topper | 5 years, limited |
| The Bolster | 3 years, limited |
| Pillows, The 01 to The 07 | 3 years, limited |
| Removable outer covers | 2 years, limited |
A repair or a replacement does not restart the period. The original one continues to run. Cover is for the original purchaser and does not pass to anyone you sell or give the product to.
2. The latex products
This section applies to The Mattress, The Topper, the pillows and The Bolster. We cover:
- A permanent dip of more than 2.5 cm, still present after the product has been left unloaded and flat for 24 hours.
- A permanent loss of more than 15% of the firmness the product was supplied at.
- Manufacturing faults in the casing: failed seams, faulty zips, fabric that has torn without being damaged.
3. The Frame
The Frame is covered against structural manufacturing defects: a flaw in the material or the making that causes a structural part to bend, crack, or permanently deform by more than 2.5 cm (1 inch) under normal household use.
Where a part is replaced under this warranty, you are responsible for the cost of shipping the original part back to us.
The warranty does not cover normal wear and tear. Marks, small dents, and a finish that has mellowed with age are not defects. Rubber wood is a solid hardwood, so most surface damage can be sanded and refinished rather than replaced.
4. How a claim is settled
Every claim is looked at on its own. We assess what has actually gone wrong and agree the best solution for that product, in that home. When we uphold a claim we put the fault right, either by repairing the product or by replacing it, and with the nearest current model where the original has been withdrawn. Which of those we do is our decision, and we may always choose to repair or replace instead of refunding.
In the first year we put a covered fault right at no cost to you. After that, cover reduces by 10% for each year you have had the product, and you contribute the difference.
| Age at the time of the claim | Your contribution |
|---|---|
| Under 1 year | None |
| 1 to 2 years | 10% |
| 2 to 3 years | 20% |
| 3 to 4 years | 30% |
| 4 to 5 years | 40% |
| 5 to 6 years | 50% |
| 6 to 7 years | 60% |
| 7 to 8 years | 70% |
| 8 to 9 years | 80% |
| 9 to 10 years | 90% |
Your contribution is calculated on the current price of the replacement, and delivery is charged at our standard rate from the second year onwards.
This is the same scale the manufacturers apply to us, where warranty value reduces by 10% a year. We pass it on as we receive it rather than promise more cover than the material behind it carries.
5. Humidity, ventilation and mould
Singapore's climate asks a lot of any natural material. Latex and solid wood both need air moving around them. In a room that is not ventilated, or where humidity sits high for long periods, mould, odour and discolouration can appear on bedding, furniture and the walls around them. That is a condition of the room rather than a fault in the product, so we cannot cover it on any of our products.
We would much rather help you avoid it than discuss it afterwards. Ask us about airflow under the bed, mattress protectors, and how often to air a latex mattress here. It takes very little and it makes the difference.
6. What is not covered
- Normal wear and tear, and the gradual softening, settling and change in feel that every natural material goes through.
- Mould, mildew, odour, discolouration, corrosion or warping caused by humidity, condensation, poor ventilation or damp.
- Comfort. We do not guarantee that a firmness will suit you. That is what the 100-night comfort promise in our Refund Policy is for.
- Stains, spills, and any damage from liquid reaching the product.
- Misuse: standing or jumping on the bed, dragging rather than lifting it, cuts, burns, and damage from pets or children.
- Damage from alterations, repairs or parts that did not come from us, and from assembly or moving not done to our instructions.
- Natural variation. Wood grain, colour and texture differ from piece to piece, and new latex has a faint smell of its own. Neither is a fault.
- Fading, and any damage from leaving a product in direct sunlight.
- Cosmetic marks and imperfections that do not stop the product being used normally.
- Anything bought from someone other than slaapkop Singapore.
- Commercial, rental or short-let use. This warranty is for a bed in a home.
7. What we ask of you
- Ventilate the room, and let air reach the underside of the mattress.
- Use a slatted or ventilated base. A mattress used on a solid, unventilated surface such as a closed platform or a floor is not covered. Gaps between slats should be no wider than 7 cm.
- Wash the outer cover at 40 °C on a gentle cycle and air dry it. Do not bleach it. The inner cover is not designed to be removed.
- Lift the mattress when you move it rather than pulling or dragging it.
- Open a rolled product within 30 days of delivery.
8. How to claim
Email hello@slaapkop.sg with your order number, a description of the problem and photographs. Tell us within 30 days of noticing it. If something arrives damaged or incomplete, tell us within 7 days of delivery.
We will arrange to inspect the product, either in your home or from measurements you send us. Where a measurement is disputed, we may have it verified by the manufacturer or an independent laboratory, and we will arrange that ourselves.
9. Our limits
Our liability for any product is limited to what you paid for it. We are not liable for indirect or consequential loss, including loss of use, or for any damage to other property.
10. Your legal rights
This warranty is in addition to your rights under Singapore law and does not replace them. Under the Consumer Protection (Fair Trading) Act, a fault that appears within six months of delivery is presumed to have been there from the start unless we can show otherwise, and nothing on this page limits that.
11. Changes, and how to reach us
We may update this warranty. The version that applies to your purchase is the one published on the day you ordered.
This warranty is governed by the laws of Singapore.
Sleep Atelier Pte. Ltd.
UEN 202625103R, trading as slaapkop Singapore
1 Commonwealth Lane, #07-11, Singapore 149544
hello@slaapkop.sg
+65 8514 3912