frequently asked questions
No, only Mattresses, Pillows and Toppers are covered by a Limited Warranty. Kindly check for warranty here.
Natura Mattress warranty card
Pillow and Topper Limited Warranty
The original purchase receipt will be required as proof of purchase.
For warranty service, please contact us at info@natura.com.my with your proof of purchase, along with any additional information.
We will arrange the person-in-charge to conduct an evaluation and examination of the Natura product, if the product is covered under Limited Warranty. We will send the defective Product for repairs or replace it.
The cost of transportation for repair is to be borne by the purchaser.
Yes, a proper installation is key to starting your new mattress relationship off right. Make sure whoever is setting it up secures the bed frame, box spring and mattress, as incorrect installation will decrease the life of the mattress and may affect how the mattress feels on a nightly basis.
Knowing how to clean a mattress can help you reduce and allergen build up help you reduce dust and allergen build up. To clear stains, spot clean with mild soap and water – never soak it as liquids can damage the mattress foam. Vacuum your mattress with the upholstery attachment whenever you turn or rotate it.
A Mattress protector prolongs the life of your mattress protects is from dirt, spillages and dead skin cells and prevents the growth of bacteria. Breathable mattress protector also ensure that air circulates around your mattress.
New mattresses should be rotated, on average, every 3 months. Unless your mattress care instruction indicates otherwise, you may want to periodically rotate your mattress from end-to end and from top-to-bottom. Regular rotating provides uniform wear to each side of the mattress and adjust the sleeping surface evenly to help prolong mattress life.
Yes, shipping charge is free in West Malaysia.
The delivery is made by a third-party transporter through an arm’s length agreement. The delivery time frame is subject to availability and scheduling by local transporters based on their delivery route. The logistic partner shall give you a phone call before delivery.
Orders except Mattresses, are usually delivered within 5-7 working days. For mattresses, it may take around 14 working days for delivery. There can be the occasional courier delay which may affect your delivery timeframe from time to time.
Natura Customer Service team will send the tracking number through WhatsApp or by email after the order being dispatched so you may track your order status.
We use CITY-LINK, ZTO EXPRESS and SKYNET EXPRESS Malaysia.
No, you cannot cancel an order once the order has been dispatched.
Because of hygienic reasons, we do not accept returns of mattresses, toppers, protectors, pillows or any other accessories. However, we do accept refunds and exchanges on products that are faulty. But, the faulty products returned to us must be in its original and unused condition, then a full refund will be made to you.
No, the shipping cost for returning item is to be borne by the purchaser.
If you confirm that, you have received a faulty product, kindly send us your order number regarding the matter via email to info@natura.com.my so we can immediately assist you.
We will refund to you within 14 days from the day we received the return.
