Dear Customer,

Congratulations on being a member of the LMG® family, a world of perfectionists.

From now on, you will own products selected by LMG® from the world’s leading brands, giving you a world-class sleep experience, to restore and re-energize your day.

When choosing LMG® products, you can rest assured that you choose the best!

A. REGISTER WARRANTY

Please register the LMG® product information in one of the following 3 ways:

1. Website: https://lmgworld.com/tieng-viet-thong-tin-bao-hanh

2. QR Code: Scan the QR code and register on the website.

3. Warranty card: Fill in the “Warranty card” and send it to LMG® office: LMG – World Luxury Mattress Gallery Co., Ltd. (LMG)
95 Nguyen Co Thach, District 2, Ho Chi Minh City, Vietnam.

CUSTOMER INFORMATION

 

STORE INFORMATION LMG®

PRODUCT INFORMATION

Lưu ý: Please check the product name, product barcode and warranty information on delivery. Product dimensions may deviate from the actual size

Note: Please check the product name, product barcode and warranty information on delivery. Product dimensions may deviate from the actual size

B. DEFINITIONS

LMG® warranties are given based on the way the product is operated and the specifications of the product for a given period of time.

  1. Valid warranty: The warranty is only valid for direct customers who have registered for warranty and use at home. LMG® does not warrant commercial products.
  2. Warranty: LMG® “Warranty” is a prorated warranty as defined by LMG®, unless otherwise stated in writing.
  3. Warranty process:
    • When a warranty claim is made, please contact the LMG® store where you purchased the product or email sales@lmgworld.com. LMG® will resolve your warranty request as soon as possible.
    • Documents may need to be presented when warranted.
    • Based on written notice, LMG® will verify and repair or replace the defective part in accordance with the terms and provisions of the separate “Warranty” sections of each product.
  1. Warranty period: Products purchased at LMG® are subject to the warranty period indicated on the “Warranty card”. The warranty period for LMG® products is counted from the first day of shipment. Any claim after the warranty period will not be resolved.
  2. Proportional warranty: “Proportional warranty” states that LMG® will pay a certain percentage of the cost of replacing the defective part based on the number of years remaining on the total number of years of warranty. Customer will pay the pro rata replacement cost balance, based on the number of years used, plus all service and shipping fees related to the replacement. To ensure proper understanding, please see the example and the table below.

For example: For a product with a 10-year warranty, if an error arises in the third year, LMG® will pay 70% (10% of the value of the defective part multiplied by 7 years has not been used) and The customer will pay 30% (10% of the value of the defective part multiplied by 3 years of use).

Detailed example table of mattress warranty:

 Product warranty 10 years Product warranty 12 years Product warranty 15 years 
Number of years of warranty101010121212151515
Warranty rate per year10%10%10%8.3%8.3%8.3%6.7%6.7%6.7%
Number of years of use381038123812
The remaining years LMG is responsible for the warranty7209401273
% LMG paid with warranty70%20%0%75%33%0%80%47%20%
% of customers pay when warranty30%80%100%25%67%100%20%53%80%
  1. Warranty for repaired or replacement products: will apply to the remaining warranty period of the original product.
  2. Return Policy: During the warranty period, if an error occurs in LMG’s warranty policy, the product will be repaired or replaced according to LMG® regulations. If LMG® determines that the defect cannot be repaired, you will be replaced with another similar product in terms of color, style, design and quality.

C. REGULAR WARRANTY REGULATIONS

  1. Warranty period: Mattresses purchased at LMG® are covered by the time shown on the warranty card or invoice.
  2. Proportional warranty: LMG® mattresses apply a pro rata warranty rule. Within the first two years from the date the warranty commences, upon receipt of the notice, LMG® will pay all the warranty costs. From the third to the last year of the warranty period (counting from the date the warranty commences), upon written notice, LMG® will repair or replace the product based on the terms and conditions of the warranty. proportional warranty.
  3. Customers must pay service and shipping costs related to repair or replacement of the product.
  4. The warranty for repaired or replaced parts or products will be calculated according to the remaining warranty period of the original product.
  5. The case is not warranted.

– The mattress is soiled with blood, urine, grease or any impurities.

– Use the mattress with the wrong function or with the manufacturer’s instructions and do not follow proper care of the mattress such as tearing, burning, abuse. For example: jumping, standing, or running on mattresses.

– Folded or bent mattresses will not be warranted, unless the mattress is designed for use with an adjustable bed.

– Mattresses are damaged because they are not placed on a suitable surface or bed.

– The mattress will not be warranted if the customer uses a bed frame other than the manufacturer approved by LMG® or LMG® detected at the time of receiving the warranty request, the bed frame does not support properly as prescribed. guarantee.

In addition, LMG® will not accept warranty claims when:

– Detect minor errors during production, but do not affect the quality and features of the mattress.

– Users feel a little uncomfortable because of personal preference.

– During use, the mattress is reduced to a height of 3.81cm (1.5 inches). This is completely normal.

– Drap sheets do not fit or put many things on the mattress.

– Damage occurs when using inappropriate chemical detergents, due to improper drying or washing of the machine.

– Objective reasons such as natural disasters, fires, wars, …

      6. The bed frame supports properly in accordance with the warranty

Using the appropriate bed frame will provide the best support, allowing LMG® mattresses to promote stability features during the warranty period. LMG® will not be responsible for mattress warranty if customers use the bed frame incorrectly.

Mattresses of all sizes should be placed on beds with suitable supports and legs. A bed that complies with LMG® standards is a bed frame or a surface with firm poles on the floor.

Acceptable specifications for bed parts:

  • Hard bed walls should have a thickness of 1.9cm (0.75 inches) that fit into the rail on the sides of the bed (along the head to the legs) and a sturdy leg on the floor.
  • Bed frames must have at least 5 bed support bars or more to support the correct mattress.
  • The bed walls must not be more than 7cm (2.75 inches) apart.
  • The mattress must be placed on a solid surface with a central leg in the middle, or when using a bed frame (frame base or spring base) make sure that the support has a strong structural support and good quality for LMG® mattresses. .
  • When using a traditional bed with a headboard and a foot of the bed, it is mandatory that the bed must have a minimum of 3 to 5 horizontal bars of hard wood or steel, with one or more pillars on the floor. These bars must be fastened to the rail on the side of the bed. The bed walls will be placed on the slats to support the mattress.

Example of suitable bed frame:

  • Minimum support for all sizes
  • Recommended support for all sizes
  • Bed with head & foot board

D. GUIDE TO USE & CARE CUSHIONS

  1. Mattress life: The ideal life of a mattress is the time when the mattress brings comfort and good sleep to the user. According to the Better Sleep Council, the average life expectancy for a new mattress is 8-10 years. Depending on the type of mattress, life expectancy will vary slightly. But of course after 8-10 years it is also time to check for signs of degradation of the mattress to ensure the mattress still supports well when used.
  2. Maximum use time of a mattress: The maximum use time of a mattress is unpredictable, even the manufacturer cannot give specific numbers because mattress usage time is affected by many reasons. , eg:- Cân nặng của (những) người sử dụng.

    – Average number of hours using the mattress per day.

    – Use mattresses for other sleeping habits such as watching TV, reading books, etc.

    – Mattresses are frequently moved from one place to another.

    – How to preserve mattresses.

    – Are mattresses placed on the surface correctly?

    3. Mattress care guide:

The first day you sleep on a new mattress, you may feel different from your old mattress. Do not worry, after a few nights you will quickly adapt to the softness that the new mattress brings.

Maintain the mattress properly, it will take care of your sleep:

– Check the mattress as soon as LMG® delivers the mattress.

– New product smells may appear when removing the product packaging. This odor is completely harmless and will disappear when left in a well-ventilated room.

– Impact force on the side of the mattress when carrying or moving the mattress. Do not use the handle to lift the mattress. The handles are only used to fix mattress position.

– Keep the mattress clean. Do not let the mattress dirty.

– Put the mattress on a flat, stable surface in a clean and ventilated space.

– For 2-sided mattresses, they need to be turned over every 2 months.

– For Pillow Top mattresses, the head of the mattress should be rotated 180o every 2 months.

– Avoid placing the bed near the fireplace, open fire. No smoking in bed.

– Mattresses are only used for relaxing. Do not stand or jump on the mattress.

– Do not bend or bend the mattress in any situation. Note that certain mattresses at LMG® can be used with adjustable beds.

E. ADJUSTABLE BED WARRANTY

  1. Proportional warranty for each part
Part

Warranty period in proportion

Bed Frame10 years
Mattress motor3 years
Moving parts: drive motor and massage motor 
Control box, electrical components, electronics3 years
Remote control 
  1. 3-year limited warranty:

The product or part applies a prorated warranty for the first year from the commencement date of the warranty, upon receipt of the notice, LMG® will pay the full warranty cost. From the second year to the last year of the warranty period (counting from the date the warranty commences), LMG® will repair or replace the product based on the terms and conditions of the proportional warranty.

  1. 10-year warranty:

The product or part applies a prorated warranty for the first two years from the commencement date of the warranty, upon receipt of the notice, LMG® will pay the full warranty cost. From the third to the last year of the warranty period (counting from the date the warranty commences), LMG® will repair or replace the product based on the terms and conditions of the prorated warranty.

  1. Warranty terms Adjustable Bed
  • Customers must pay service and shipping costs related to repair or replacement of the product

  • The warranty for repaired or replaced parts or products will be calculated according to the remaining warranty period of the original product.

    The Adjustable Bed warranty applies only to customers who return defective parts to LMG® and provide proof of payment for service and shipping costs for verification.

    5. The case is not warranted

– Error caused by the buyer.

– Customers arbitrarily repair or replace parts.

– Adjustable Bed is not properly maintained (during transport or for any reason), is subjected to mechanical or electrical overuse, misuse of functions or does not follow operating and maintenance procedures of the product.

– Deliberately breaking layers of mattresses, upholstery, cables, electronic components or other parts.

– Detect any modification on Adjustable Bed without LMG®’s prior written consent.

– Charges for unnecessary service calls, including merely for the purpose of instructing the user to the Adjustable Bed or the power supply is not connected.

– Adjustable Bed failed because it did not follow the recommended weight limit

– Use Adjustable Bed in ways other than domestic uses.

F. BED WARRANTY REGULATIONS

1. Warranty period: The warranty period for upholstered beds is 1 year, starting from the date of original product delivery.

2. Warranty for upholstered beds does not apply when

– Place items on top of the bed.
– Abuse of upholstery such as tearing, burning or intentional vandalism will not apply warranty.

3. How to care for upholstered beds

– New product smells may appear when removing the product packaging. This odor is completely harmless and will disappear when left in a well-ventilated room.

– Avoid placing the wrapped bed near a fireplace, open fire. No smoking in bed

G. WARRANTY OF ACCESSORIES

LMG® is not responsible for the warranty for accessories such as pillows, cushions, pillows, etc. Please check carefully as soon as you receive the product. If a defect arises from the manufacturer or a structural failure, a replacement product of the same color, design, style and quality will be provided in accordance with LMG®’s rules.

Purchased accessories are not refundable or exchangeable.

H. QUESTIONS ABOUT WARRANTY

If you have any questions about warranty, terms, how to use the product, or register product warranty information, please contact LMG® via the website: lmgworld.com or hotline +84 28 3620 9066.