Terms of Service

Sales

1. Demand: a). An ETR invoice upon delivery.

​ b). Your invoice, along with the delivery note, serves as your warranty document.

2. Any installment purchase must be accompanied by an installment form.

3. Any order cancellation will incur administrative cost deductions on refund requests.

4. Refund periods and charges will be communicated on a case-by-case basis.

5. Any order NOT delivered within 100 days of placement will incur a daily storage charge of KES 1,000 per day after the 100-day period has expired. Assessment Process for Defects

If you experience a defect with your product, Dr. Mattress can assist with an assessment.

To qualify, please provide:

• Proof of purchase - Original buyer documentation

• Photos/videos of the item

• Brief explanation of the issue

• Current item location
  

Please note: Warranty does not cover items bought from unauthorized resellers or second-hand sellers.

Assessment Options

1. Offsite Assessment

If the item is within our delivery coverage area, we can arrange an assessment at a non-refundable facilitation fee of Ksh 2,500.

2. Factory Assessment

You may also bring the item to our Tatu City factory for assessment at no charge, and the assessment will be done in your presence.

Important:

Bringing the item for assessment does not automatically confirm company liability.

• If the defect is manufacturer-related, repair will be free of charge.

• If the defect is user-related, the repair cost will be communicated.
  

For items outside our delivery coverage area, the client will be required to book an assessment appointment with the nearest showroom and take the item there or to the factory for assessment.

This process only applies where the client can provide proof of purchase as the original buyer.