E-Warranty Terms & Conditions

1Scope & Definitions

This warranty is offered by Real Innerspring Technologies Private Limited(“King Koil India”, “Company”, “we”, “us”), the authorised licensee of the King Koil brand in India. It applies only to King Koil mattresses purchased by an end consumer from an authorised King Koil showroom or dealer in India.

These terms are to be read together with our Terms & Conditionsand Privacy Policy. In the event of any conflict regarding warranty matters, these E-Warranty Terms shall prevail.

• “Defect” means a fault arising from faulty workmanship or faulty material in the manufacture of the mattress, as determined by the Company.
• “Sag” means a measurable, permanent depression in the mattress core, measured with no load on the mattress.
• “Body impression” means the natural, expected settling of the comfort layers under normal use. This is not a defect.
• “Original Purchaser” means the individual named on the original tax invoice.

2Registration Is Mandatory

The full replacement guarantee and anti-sag guarantee apply only to customers who have successfully registered their e-Warranty. Registration must be completed on our Warranty Registration page, or via WhatsApp or email, and must be supported by:

• a clear photograph of the original invoice / tax receipt;
• a clear photograph of the MRP / law label affixed to the mattress; and
• accurate customer name, mobile number and email address.

Upon successful verification you will be issued an e-Warranty Registration Number, ordinarily within two working days. This number must be quoted in all correspondence and is required for any claim.

3Warranty Period

• The warranty period is as stated on the product packaging, MRP label or invoice for the specific model purchased, and varies by product.
• The period runs from the date of purchase as evidenced by the original tax invoice.
• Where the date of purchase is more than six (6) months after the date of manufacture, the Company reserves the right to compute the warranty period from the month of manufacture.
• Repair or replacement under this warranty does not extend, renew or restart the original warranty period. Any replacement product carries only the unexpired balance of the original warranty.
• The warranty terminates immediately upon expiry of the stated period, irrespective of whether the product was in use.

4What Is Covered

This warranty covers, and is strictly limited to:

• Manufacturing defects in the mattress core and construction arising from faulty workmanship or faulty material.
• Anti-sag guarantee on the mattress core, subject to the threshold in section 5.
• Structural failure of the innerspring unit or core attributable to a manufacturing defect.

This warranty is a limited manufacturer’s warranty against manufacturing defects only. It is not a satisfaction guarantee, a comfort guarantee, a durability guarantee, or an insurance policy against wear, damage or misuse.

5Anti-Sag Guarantee

• The Company will repair or replace the mattress core where a permanent sag exceeding 20 mm is confirmed by our inspection.
• Surface impressions or depressions of 20 mm or less are considered normal, are an inherent characteristic of comfort-layer settling, and are not covered.
• The anti-sag guarantee applies to the mattress core only. It does not extend to the outer quilted cover, quilting, panel or upholstery.
• Sag caused by an inadequate, uneven, sagging or unsupportive base is excluded (see section 7).
• Measurement is performed by the scale-test method described in section 11. The Company’s measurement is definitive.

6What Is Not Covered

Without limitation, the following are expressly excluded from this warranty:

• Comfort preference. Any change of mind regarding firmness or feel (“too soft” / “too firm”) after purchase. Comfort is subjective and is not a defect.
• Normal wear and tear, gradual softening of comfort layers, and natural loss of loft over time.
• Body impressions of 20 mm or less, which are normal and expected.
• Outer quilted cover issues of any kind, including quilting pattern feel, quilt stitch appearance or missing quilt stitches.
• Fabric damage – tears, cuts, burns, stains, spills, pilling, colour fading or discolouration.
• Odour emanating from fabric or foam, including new-product odour, which dissipates with airing.
• Heat sensation or perceived warmth while sleeping.
• Damage caused by use on an uneven, unsuitable, sagging or inadequate base or foundation.
• Damage caused by bending, folding, standing on end, jumping, standing, or improper handling or transport.
• Damage from moisture, liquid ingress, cleaning fluids, chemicals, pets, pests, insects or vermin.
• Damage from fire, smoking on the bed, burns, or exposure to heat sources.
• Unhygienic condition – mattresses that are soiled, stained, wet, or otherwise unsanitary. Such mattresses will not be inspected, handled or accepted for any claim, on health and safety grounds.
• Mattress protectors, pillows, toppers, foundations, bed bases, accessories and linen, unless a separate written warranty is expressly provided for that item.
• Any product used for commercial, rental, institutional or hospitality purposes (see section 15).
• Any indirect, incidental or consequential loss, including loss of sleep, loss of income, inconvenience, or damage to bedding, linen or furniture.

7When the Warranty Is Void

This warranty shall stand immediately and automatically void if:

• the MRP / law label has been removed, defaced, altered or is illegible;
• the original tax invoice cannot be produced, or has been altered or forged;
• the e-Warranty was not registered, or was registered with false, misleading or incomplete information;
• the mattress has been repaired, opened, modified, re-covered or tampered with by any person not authorised by the Company;
• the product was purchased from an unauthorised seller, marketplace, reseller or grey-market source, or is a counterfeit;
• the product was used on an unsuitable base, or the mandatory care requirements in section 9 were not followed;
• the mattress is found to be soiled, stained, damp or unhygienic;
• the product was sold as a display piece, clearance, second, factory-second, sample or “as-is” item, or was sold at a discount expressly stated to be without warranty;
• the product has been resold, gifted or transferred to a person other than the Original Purchaser.

8Manufacturing Tolerances

Mattresses are manufactured to standard commercial tolerances. Variations within the following tolerances are normal and do not constitute a defect:

Minor variations in height, loft, firmness feel, colour and fabric texture between units, batches or showroom display pieces are inherent to the manufacturing process and are not defects.

9Mandatory Care Requirements

• Use the mattress on a firm, flat, level and fully supportive base. Do not place boards, planks or panels between the mattress and the foundation.
• Do not bend or fold the mattress. Flex it only gently when moving through doorways, and never fold the corners when fitting sheets.
• Follow the rotation / turning schedule below (for flippable models):
  • January – March: Flip over
  • April – June: Rotate end-to-end
  • July – September: Flip over
  • October – December: Rotate end-to-end
  Non-flip models must be rotated end-to-end only, never flipped.
• Use a mattress protector at all times, particularly where children use the bed. This is mandatory — a stained or soiled mattress is not eligible for any claim.
• Allow the mattress to air out for 24 hours after unpacking.
• Do not allow the mattress to get wet. Never use cleaning fluids, solvents, chemicals, steam or dry-cleaning on the mattress.
• Do not stand, jump or sit repeatedly on the edge of the mattress.
• Keep away from fire and open flame. Do not smoke on the bed.
• Vacuum the mattress periodically to maintain hygiene.
• Never drag the mattress by its handles (where fitted) — handles are for positioning only, not for carrying the full weight.

10How to Raise a Claim

To raise a warranty claim, contact our after-sales team with the following:

• your e-Warranty Registration Number;
• the original tax invoice;
• a photograph of the MRP / law label;
• clear photographs of the alleged defect, showing the full mattress and the affected area; and
• a description of the issue and the base/foundation in use.

Claims must be raised promptly upon discovery of the alleged defect and within the warranty period. Delay in reporting that aggravates the condition may result in rejection of the claim. Claims raised after expiry of the warranty period will not be entertained under any circumstances.

Replacements and repairs are processed through the Authorised Dealer from whom the product was purchased.

11Inspection & Assessment

• The Company or its authorised representative shall be entitled to inspect the mattress in situ, and to inspect the base or foundation on which it is used, before any claim is assessed. Refusal to permit inspection will result in rejection of the claim.
• Sag is confirmed using the scale test method: the depth is measured from base level to the levelled top quilt height, with the mattress unloaded and all bedding removed.
• Non-flip mattresses are analysed from the top side only.
• Where a pair of mattresses is used on a double bed, only the affected mattress will be repaired or replaced.
• The Company reserves the right to require the mattress to be sent to its facility for detailed examination.

12Our Remedy & Its Limits

Where a claim is accepted, the Company’s sole and exclusive obligation is, at its absolute discretion, to either:

• repair the defective mattress or the affected component; or
• replace the defective mattress or the affected component with the same or a comparable product.

Further:

• The Company reserves the right to replace only the damaged component (cover, upholstery or bare mattress) where appropriate, rather than the entire product.
• Where a model has been discontinued or is unavailable, the Company may substitute a product of equal or higher price. Where the substitute is of higher value, the customer shall pay the difference.
• Replacement timelines are subject to product availability and are estimates only. Specifications and terms are subject to change without notice.

13Logistics & Costs

• The customer is responsible for transportation of the product to and from the service point, and for all related costs.
• Any service visit, inspection or attendance charges relating to the complaint may be borne by the customer, including where the claim is subsequently found to be invalid or outside warranty.
• The customer must make the mattress accessible and clear of bedding and obstruction for inspection.
• The Company shall not be liable for any delay caused by product unavailability, logistics, or any force majeure event.

14No Medical or Health Claims

King Koil mattresses are consumer sleep products and are not medical devices.

No warranty, representation or guarantee is given that any product will cure, treat, prevent, diagnose or alleviate any medical condition, including back pain, spinal disorders, posture problems, allergies, insomnia or any other ailment. Suitability of any mattress for any medical condition is expressly excluded from this warranty. Descriptions such as “orthopedic”, “back support” or “posture” are product-category names and marketing descriptors, and do not constitute a medical claim. Please consult a qualified medical practitioner for medical advice.

15Products Not Eligible

This warranty does not apply to:

• products supplied under a hospitality, institutional, corporate or B2B contract — these are governed exclusively by the terms of the applicable supply agreement;
• products used in hotels, resorts, hostels, hospitals, rental accommodation or any commercial setting;
• display pieces, floor samples, clearance stock, factory seconds or products sold “as-is”;
• products purchased outside India, or exported from India;
• products purchased from any unauthorised seller or online marketplace listing not operated by an authorised dealer;
• accessories, pillows, protectors, toppers, bases and linen, unless separately warranted in writing.

16Limitation of Liability

To the maximum extent permitted by applicable law, the Company shall not be liable for any indirect, incidental, special, consequential, punitive or exemplary loss or damage of any kind arising out of or in connection with the product or this warranty, including loss of sleep, loss of income, loss of profits, inconvenience, distress, or damage to other property, bedding or furniture, whether based on contract, tort, negligence, statute or otherwise.

This warranty is given in place of all other warranties, conditions and representations, whether express or implied, statutory or otherwise, all of which are hereby excluded to the fullest extent permitted by law. Any benefit not expressly listed in these terms does not qualify for coverage. Nothing herein excludes liability which cannot lawfully be excluded, and nothing herein affects your statutory rights under the Consumer Protection Act, 2019.

17Fraud & Misuse

The Company reserves the right to reject any claim and to cancel the warranty in its entirety, without refund, where it has reasonable grounds to believe that:

• the invoice, MRP label, photographs or registration details submitted are forged, altered or fraudulent;
• the defect has been deliberately induced or artificially created;
• the product presented is not the product purchased, or has been substituted;
• the claim is dishonest, exaggerated, repeated or vexatious.

The Company reserves the right to pursue all available civil and criminal remedies in respect of any fraudulent claim.

18Governing Law & Jurisdiction

This warranty is governed by and construed in accordance with the laws of India. Any dispute arising out of or in connection with this warranty shall first be attempted to be resolved amicably; failing which it shall be referred to arbitration by a sole arbitrator appointed by the Company under the Arbitration and Conciliation Act, 1996, seated at New Delhi, in English.

Subject to the above, all disputes are subject to the exclusive jurisdiction of the courts at Delhi. Nothing herein limits any right you may have to approach a consumer forum under the Consumer Protection Act, 2019.

19Changes to These Terms

The Company reserves the right to amend these E-Warranty Terms & Conditions, and to change product specifications, terms and processes, at any time and without prior notice. The terms applicable to your claim are those in force at the date of your purchase, save that procedural and claim-handling provisions in force at the time of the claim shall apply. The current version is always published on this page.

20Support & Contact

Please quote your e-Warranty Registration Number in all communications.