Frequently Asked Questions

 

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Warranty Care & Instructions

Does all items sold on the Website include warranty?

No, not all items sold on the Website include a warranty. Only Mattresses, Baby Mattresses and Toppers are covered by a Limited Warranty.

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What are the conditions of a Limited Warranty?
The Limited Warranty must be valid, all labels must be intact and the original purchase receipt will be required as proof of purchase.
What is the duration of my Limited Warranty?
Each Limited Warranty is valid from the date of purchase and lasts for the number of years stated against the product.
 
How do I receive Warranty service?
To receive warranty service, kindly contact us at e-support@getha.com.my with your proof of purchase, along with any additional information.
What is the Warranty service process?
With your cooperation, we will conduct an evaluation to examine if the Product is covered under its Limited Warranty. We will then, at our choice, either send the defective Product for repairs or replace it with the same or a comparable Product.
How long will this process take?
Once we have received the returned item, the process may take up to 30 days to complete and returned to you.
Are there any charges incurred by me?
The cost of repair will depend on the Warranty terms of each Product and the cost of transportation for repair is to be borne by you.
What is covered by the Limited Warranty?
The extent of the Limited Warranty covered by each product is described below.
What are excluded in the Limited Warranty?
  • Goods that are not covered under the Limited Warranty and customised Goods.
  • Goods that have been used inappropriately, abused, misused, mishandled, altered or cleaned improperly.
  • Normal wear and tear, consequential or incidental damages.
  • Goods that have been placed outdoors, under direct sunlight, or used for non-domestic purposes.
  • Goods deemed unsuitable for users’ intended purpose.
Where can I find out more?
To find out more on Warranty, you may visit our Terms and Conditions. Alternatively, you may contact us at e-support@getha.com.my.
Does my 100% Natural Latex products require special care?
Yes, due to the high quality natural ingredients used in producing the goods, special care must be given to products with 100% Natural Latex.
How do I keep my 100% Natural Latex products in good shape?
Regular low suction vacuuming on the surface of the product will help maintain the product in good condition for lasting use.
Can I sun my 100% Natural Latex products?
No. 100% Natural Latex is sensitive to direct sunlight and head. You are advised not to expose your 100% Natural Latex to harsh conditions that may jeopardise the quality of the product.
How do I remove spills and stains?
  • Treat spills and stains as soon as possible by spot cleaning. 
  • Gently scrape away any soil or mop away liquid from the surface of fabric and wipe with a damp cloth using mild soap with warm water. Allow to dry thoroughly before reuse. 
  • Do not saturate the fabric or interior with water or other cleaning liquids. 
  • Do not use any type of chemical liquid.
Can I dry clean the products?
No. Dry clean, spin or tumble dry is not advisable for any Getha products.
What about 100% Natural Latex Pillows, can they be washed?
Yes. Most of our pillows can be washed, simply follow the care instruction label on each pillow for cleaning.
Where can I get the details for care?
Our 100% Natural Latex products will come with a care instruction label. Alternatively, you may contact us at e-support@getha.com.my

Returns & Exchanges

How much is shipping?

Shipping is Free! Mattresses orders for Peninsular Malaysia only.

When will my order arrive?
Orders are dispatched from our warehouse based in Selangor. Orders except Mattresses, are usually delivered within 5-7 working days. There can be the occasional courier delay which may affect your delivery timeframe from time to time. For Mattresses, our Customer Care team will contact you directly either by phone or email to arrange for delivery.
 
Will I get a tracking number?
An email for Confirmation of Dispatch will be sent to you which may include information to track your order delivery. If you do not receive one, kindly email e-support@getha.com.my. All orders require a signature on delivery, make sure the address specified by you during the order process is attended during business hours.
Which courier do you use?
For all items except Mattresses, we use CITY-LINK and POS LAJU.
Will my order be delivered during the weekends or holidays?
Unfortunately, our courier partners are unable to deliver during weekends or public holidays. Please expect to receive your parcel on working days only.
Will I be able to cancel my order after the order has been dispatched?
Unfortunately, we are unable to process your request to cancel an order once the order has been dispatched.
Does GETHA offer international shipments?
At this point of time, international shipment is not available.
Can I pick up my order at GETHA Sleep Therapy Centres?
At this point of time, you may not pick up your order from our retail outlets.
What are your Mattress delivery schedule?
Kuala Lumpur Monday to Friday
Selangor
Terengganu Monday
Kelantan
Perak Wednesday
Penang
Perlis
Kedah
Johor Friday
Negeri Sembilan Saturday
Melaka

Returns & Exchanges

What is the Return Policy?

In the interests of hygiene, you may not return Mattresses, Toppers, Protectors, Comforters, Quilts, Pillows, Baby or Junior Products. 

We accept refunds and exchanges on goods that are faulty. 

Faulty goods returned to us must be in its original and unused condition, we also asks that you return the packaging with the Goods for faulty verification. 

A full refund will be made to you if your return faulty item is valid.

Are returns free?

The shipping cost incurred for returning items to us for a refund or exchange are not covered or reimbursed by us.

How to I organise a return?

Whilst we hope this never happens, if you do receive any faulty Goods, kindly include your Order Number and notify us immediately regarding the matter via email to e-support@getha.com.my so we can personally assist you. 

Returns must be done within 14 days starting from the day the Goods are dispatched to you. 

Upon receiving your email, we will provide you with the full address for your return. 

Please note we are unable to be held liable for the loss of your returns. We recommend using a registered postal service to return goods, and keeping a record of the tracking details.

How long does it take for my refund or exchange to be processed?

We try and process returns as quickly as possible. 

Once we received the return, we will verify the return by conducting an evaluation within 3 days starting from the day we received your return. 

If your return is valid, we will refund the price of the Goods in full together with any applicable delivery charges occurred when we deliver the Goods to you, but not any costs you incur in returning the Goods to us. 

If your return is not valid, we will notify you and arrange the items to be returned to you. For the items to be returned to you, a delivery fee will be chargeable. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.