Product Warranty, Returns & Order Policy (Full Terms)
Product Warranty, Returns & Order Policy
1. Product Warranty
Warranty Period & Coverage
All Sugarhome products are covered under a Limited Product Warranty from the date of delivery, subject to the terms and conditions stated in this policy.
This warranty applies only to:
• The original purchaser
• The original delivery address
• Products used for normal household purposes only
Any relocation, transfer, resale, modification, or movement of the product from its original delivery location may void the warranty coverage.
2. Warranty Coverage by Product
|
Product |
Warranty Period |
Warranty Coverage |
|
Mattress |
Dunlopillo – 15 Years |
• Excessive or deep sagging caused by structural defects |
|
Sofa (Ariana & Amelia Collection) |
12 Months |
Frame structure only |
|
Sofa (Designer Collection) |
3 Years |
Frame: 3 Years Mechanism: 2 Years |
|
Dining Furniture |
1 Year |
Structural and manufacturing defects |
|
TV Cabinet / Sideboard |
1 Year |
Structural and manufacturing defects |
3. Mattress Warranty Guidelines
Mattress warranty covers manufacturing and structural defects only.
The following are considered normal characteristics and are not covered:
• Normal softening and settling of mattress materials
• Changes in comfort preference
• Body impressions within acceptable limits
• Stains, odours, or hygiene-related issues
• Damage caused by improper handling or usage
• Use without proper bed support
4. How to Submit a Warranty Claim
Customers must provide the following information:
• Detailed description of the issue
• Clear photos or videos showing the affected area
• Proof of purchase (receipt, invoice, or order number)
• Purchase location (showroom or online store)
• Delivery address for verification purposes
Warranty claims can be submitted through:
Email:
customerservice.sugarhome@gmail.com
5. Warranty Claim Process
Step 1: Claim Submission
Customer submits the required information and supporting documents.
Step 2: Initial Assessment
Sugarhome customer service team will review the claim to determine whether it falls within warranty coverage.
Additional information may be requested if required.
Step 3: Product Inspection (If required)
Sugarhome may arrange an inspection by our team or appointed representative to assess the product condition.
Step 4: Assessment Outcome
The issue will be evaluated based on:
• Product condition
• Cause of damage
• Warranty terms
• Usage and maintenance history
Step 5: Resolution
If approved, Sugarhome may provide one of the following solutions:
• Repair of affected components
• Replacement of affected components
• Replacement with a similar product of equivalent value and specification
• Other suitable solutions determined by Sugarhome
Warranty decisions are subject to inspection and approval.
6. Reporting of Delivery Issues & Product Defects
Customers are required to inspect all products upon delivery.
Any visible defects, damages, missing parts, or incorrect items must be reported within forty-eight (48) hours from the delivery date.
Examples include:
• Visible scratches or damage upon arrival
• Missing components
• Incorrect product received
• Manufacturing defects identified before use
Reports made after this period will be treated as warranty claims and may require further inspection.
8. What Is Not Covered Under Warranty
The warranty does not cover:
• Normal wear and tear from daily usage
• Scratches, dents, stains, chips, fading, or cosmetic imperfections after delivery acceptance
• Natural characteristics of solid wood, including grain patterns, knots, colour variations, minor expansion, contraction, or hairline cracks
• Damage caused by misuse, accidents, negligence, improper handling, or improper maintenance
• Damage caused by pets, sharp objects, water, moisture, humidity, heat, mould, insects, or environmental conditions
• Products used for commercial, rental, office, or non-residential purposes
• Modification, alteration, or repair performed by third parties
• Damage caused after delivery due to customer handling or usage
9. Sofa Cushion, Foam & Upholstery Care
Foam, fibre fillings, and cushions naturally soften, settle, and adjust through regular use.
The following are considered normal characteristics:
• Cushion compression
• Body impressions
• Changes in firmness
• Minor wrinkles or fabric adjustment
These conditions are not considered manufacturing defects.
10. Upholstery Fabric Warranty Exclusion
Fabric, velvet, bouclé, linen, leather-look materials, and other upholstery coverings are not covered for:
• Tearing, snagging, pilling, or fraying
• Stretching, wrinkling, flattening, or compression
• Colour fading due to sunlight exposure
• Shrinkage caused by cleaning methods or environmental conditions
• Stains, spills, odours, or improper cleaning
• Damage caused by pets, sharp objects, moisture, or improper care
Natural variations in texture, weave, colour tone, grain, and finishing are considered normal characteristics.
11. Product Variations
Due to different materials, lighting conditions, manufacturing processes, and screen displays, the following variations are considered normal:
• Minor colour differences between showroom samples, website images, catalogues, and actual products
• Natural variations in wood grain and fabric texture
• Minor measurement differences due to manufacturing processes
• Handcrafted characteristics in solid wood products
These variations are not considered defects.
12. Returns, Refunds & Exchanges
Custom-Made & Made-to-Order Products
All custom-made, made-to-order or specially requested items are strictly:
• Non-refundable
• Non-returnable
• Non-cancellable after order confirmation
13. Deposits
All deposits paid for:
• Custom-made items
• Made-to-order products
• Pre-order items
• Reserved products
• Special-order items
are strictly non-refundable.
14. Refund Eligibility
Refunds will only be considered under the following circumstances:
• Verified manufacturing defects reported upon delivery or before use that significantly affect product functionality and cannot be reasonably repaired or replaced
• Permanent stock unavailability
All refund requests are subject to verification and management approval.
15. Product Exchange
Product exchanges are not guaranteed and will be reviewed on a case-by-case basis.
Approved exchanges may be subject to:
• Price differences
• Transportation charges
• Restocking fees
• Applicable service charges
16. Clearance, Promotional & Display Items
Clearance, promotional, warehouse sale, and display items are sold on an:
"As Is" basis.
These items are not eligible for:
• Returns
• Exchanges
• Refunds
• Cancellation
• Warranty claims
17. Order Cancellation Policy
Orders cannot be cancelled once:
• Production or preparation has commenced
• Materials have been allocated or ordered
• Customization has been confirmed
• Delivery scheduling has been arranged
Any cancellation approved by Sugarhome may be subject to:
• Administrative fees
• Processing charges
18. Customer Responsibility Before Purchase
Customers are responsible for confirming all product details before placing an order, including:
• Product size and dimensions
• Color and material selection
• Delivery access conditions
Customers must ensure the product can fit through the delivery pathway, including entrances, doorways, staircases, corridors, and lifts.
Customers are also required to inform Sugarhome before delivery if there are any access limitations, such as no lift access, narrow staircases, or special delivery requirements. Additional charges may apply for extra manpower or special handling required during delivery.
19. Delivery Terms
Customers are responsible for ensuring successful delivery access.
Additional charges may apply if delivery cannot be completed due to:
• Limited access space
• Incorrect information provided
• Customer absence
• Refusal to accept delivery
• Building restrictions
Additional charges may include:
• Transportation fees
• Re-delivery charges
Delivery charges are non-refundable once delivery arrangements have been confirmed.
20. Service & Transportation Charges
Where inspection, collection, repair, replacement, or re-delivery is required, applicable service and transportation charges may apply.
Charges will be communicated before proceeding.
Contact Us
For warranty claims, product support, or enquiries:
Sugarhome Customer Service
Email:
customerservice.sugarhome@gmail.com