- This warranty policy applies only to new warranty products purchased directly from twolike.com. If the "original purchaser" is an individual or entity that purchased the product from a Twolike authorized retailer, the authorized retailer's warranty policy applies.
- During the warranty period, Twolike will provide you with free repair, replacement, or refund for defective products. However, it is subject to the limitations set forth in this warranty.
- All parts and products replaced under this warranty will become the exclusive property of Twolike.
- This warranty is valid only for the original purchaser and is not transferable. If the original purchaser sells or otherwise transfers ownership of the mattress to another person, this warranty terminates and the subsequent owner accepts the product "as is" and "with all faults".
- This warranty starts only from the original date of purchase. If warranty replacement service is performed, the warranty period will not be reset.
Warranty Policy
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Lifetiem Warranty
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Mattress Lifetime Warranty
Warranty Applicable Terms:
(1) Damage resulting in visible indentation of the mattress greater than (1.5 inches) that is not related to indentation or sagging resulting from the use of an incorrect or unsupported foundation or bed frame. Normal wear and tear requires that the mattress be continuously supported by a matching base or adjustable bed frame with an appropriate bed frame that is sufficient to support the total weight of the mattress and any user.
(2) Any physical defect in the mattress that causes the foam to degrade, split, or break under normal use and proper handling.
(3) Manufacturing defect in the zipper of the removable mattress cover. Cover tears caused by improper handling or anticipated wear and tear are not covered by the warranty.
Express Limitations:
(1) Comfort preference. Personal subjective feelings are not used as a criterion for judgment.
(2) Body indentation less than one (1.5) inch.
(3) The mattress is resold or donated by the original purchaser.
(4) Damage caused by the use of an improper bed frame, foundation or platform bed.
(5) Failure to follow the mattress cover's washing and handling instructions, resulting in damage to the fabric or zippers.
(6) The mattress is not intended for normal home consumer use, physical abuse or damage to the structure and/or covering materials, including but not limited to burns, cuts, tears, liquid damage and stains or soiling.
(7) The softness of Twolike mattress pressure-reducing materials normally increases or the hardness decreases, as this will not affect the pressure-reducing quality of the mattress.
(8) Products purchased from sources other than twolike.com. "As is," "Pre-conditioned," "Refurbished," "Used," "Comfort Returns," "Returns," "Previously Owned" or any other similar wording indicates that the product is not "new" or is not being sold as "new" The product.
(9) In rare cases the actual measurements of the mattress may vary slightly. Since various environmental factors such as compression packaging process, shipping time, seasonal climate, etc. may affect the rebound speed and effectiveness of the sponge, we allow differences within 1.5 inches (+/-).
(10) The mattresses are made of healthy materials and are harmless to the human body. But the mattress does not make any medical or health claims. Allergies, discomforts or other medical conditions are not covered by this warranty.
Warranty Process:
(1) Make sure the mattress meets the warranty conditions.
(2) Contact us with pictures of the mattress defect and order number.
(3) Process and reply within 24 hours.
Warranty Remedies:
(1) Within 10 years, we will replace you with a new Twolike mattress of equal or higher value and the same size for free.
(2) For more than 10 years, we will bear 50% of the cost of the mattress to replace it with a new mattress, or return it for a full refund. The only fee you need to pay is the one-way shipping fee, which will be waived if Twolike confirms that there is another defect.
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Frequently Asked Questions
If you haven’t found the answer you need,
email us at support@twolike.com
1. Can I cancel my order?
We will process your order within 1-2 days. You are able to cancel your order within 1-2 days. If you want to cancel your order after 1-2 days hours or after the shipping, you will be responsible for the return shipping fee and a 20% re-stocking fee.
2. Can I change my order address information?
We provide free shipping service. If you want to change the shipping address, please contact us within 24 hours after placing the order so that we can intercept the shipment in time.
If you need to change your address during or during delivery, additional service fees will be charged depending on the circumstances, up to a maximum of $20 per order.
3. Outside the continental US?
We do not directly provide delivery services to other countries, but we have corresponding product development and sales channels in US, UK, DE, FR, AU, JP, and other countries. Since different countries have different size requirements and product specifications will vary, we are happy to provide you with purchasing options and free shipping, including bulk commercial orders.
4. How to check the tracking number?
Usually within 1-2 working days after the order is created, we will send you an email with the logistics tracking number. Afterwards, you can check the shipping progress at track123.com at any time.
