What is not covered by the Warranty?

 

To the full extent permitted under law (including the Consumer Protection Act 1999 (Act 599) of Malaysia (CPA), this Warranty does not apply to and specifically excludes the following:

 

(a) any exclusions specifically listed for the relevant product or component in the above table; and 

(b) where the Warranty would normally apply but the product has:

(i)   been delivered to a locality outside of Malaysia whether by Bestro Living, another third party or the original purchaser; and

(ii)  at any stage during the use of the product by the original purchaser, the purchaser transports the product to a locality outside of Malaysia; and

(iii)  not been purchased directly from Bestro Living; and

(iv)  been modified or changed without approval from Bestro Living; and

(v)   had any product tags removed, altered or defaced; and 

(c)   where the Warranty would normally apply to applicable components but the product or components of the product have:

(i)    not been purchased directly from Bestro Living; and

(ii)   been modified or changed without approval from Bestro Living; and 

(iii)  had any product tags removed, altered or defaced; and

(d)  materials, including fabrics and leathers, supplied by you or outside suppliers. Please note that materials such as fabrics and leathers supplied by an outside supplier may be covered by the supplier’s own warranties. You may wish to approach the outside suppliers directly to esquire further about such warranties; and

(e)  normal wear and tear associated with the products and components. You acknowledge that fabrics, leathers, suspension components, cushioning and fillings will show signs of wear and tear with use and that fabrics and leathers will fade and crease. You also acknowledge that foam and fillings will soften and form to the shape of the user over time. Depending on the covering and the degree of use, the covering materials, cushion fillings and suspension may need to be replaced periodically at the purchaser’s expense. You further acknowledge and agree that scars, marks and differing pore density and colour are natural characteristics of leather and are not to be considered defects. Bestro Living reserves the right to determine at its discretion whether a component has failed due to a defect or wear and tear. Any item requiring replacement due to wear and tear will be at your own expense; and

(i)   the products and components become unserviceable within the applicable Warranty period due to loss of colour and/or strength from normal usage and exposure to local conditions, including sunlight, mildew and atmospheric chemicals; and

(f)    damage caused by use of parts and consumables that are not the manufacturer’s genuine parts and consumables. Please note that for any item that is not actually manufactured by Bestro Living, we will only provide that repair or replacement service to the extent that we can obtain the manufacturer’s approval to do so on their behalf, otherwise we will not offer that repair or replacement warranty for such item; and

(g)  freight, call-out fees, labour and other items associated with making a claim under this Warranty (except for those costs provided under Malaysian consumer laws, which cannot be excluded) where the claim is an invalid warranty claim. If the claim is a valid warranty claim, then Bestro Living will only be liable for the costs that it has pre-approved in writing, where pre-approval must be obtained by you prior to you incurring those costs. All costs for which pre-approval in writing is not obtained by you in accordance with this paragraph are excluded from this Warranty and they will be charged to you at standard Bestro Living rates; and 

(h)   products or components that become defective as a consequence of misuse, lack of proper care and maintenance, improper installation, commercial use or handling in transit. You must use and maintain the products and components in accordance with the care instructions for the relevant product and component as provided on Bestro Living’s website and any other information made available to you by Bestro Living. If a component of a product becomes defective, you must not attempt to repair it yourself. Doing so may cause damage which is not covered by this Warranty and may void this Warranty.

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This Warranty only applies to the original purchaser of the products where the products are delivered to a Malaysian delivery address and remain in Malaysia for the life of the product. You cannot assign or transfer any benefit conferred by this Warranty and a person who is not the original purchaser shall not have any rights to enforce or enjoy the benefit of any of these terms and conditions herein. All subsequent purchasers acquire the products ‘as is’ and without the protection of this Warranty.

 

 

How do you lodge a warranty claim?

 

Bestro Living Customer Service must be notified of any defect within fourteen (14) days of the defect occurring by email to info@bestroliving.com. You must provide the following information upon notification of the defect: 

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(a) your name; and 

(b) Sales order Number/Invoice No

(c)  your phone number; and

(d)  Bestro Living product details; and

(e)  details of the defect claimed.

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Once notification of a defect is received by Bestro Living, a representative of Bestro Living Customer Service will help determine whether your warranty claim is valid, and if it is, will inform you how Bestro Living will honour it. You may be required to provide Bestro Living with: 

(a)  photographic evidence of the defect; 

(b)  a written explanation of the defect;

(c)  details of the defect over the phone with Bestro Living Customer Service.

 

During the process, Bestro Living Customer Service may, before providing the warranty service, require that you respond to questions designed to assist with diagnosing potential faults and follow their procedures for obtaining the Warranty. You must respond to all requests promptly. Bestro Living reserves the right in its absolute discretion to determine whether a part has failed due to a defect or wear and tear.

 

How will a valid warranty claim be honoured?

 

All warranty claims determined by Bestro Living Customer Service to be valid will be honoured.

To honour a warranty claim relating to a product, Bestro Living will, at its option:

(a) replace the product or supply equivalent product. When a product or component is replaced, any replacement item becomes your property and the replaced item becomes Bestro Living’s property; or

(b) repair the product; or

(c) pay the cost of replacing the product by acquiring an equivalent product. When a refund is provided, the returned product becomes Bestro Living’s property and must be returned to Bestro Living; or

(d) pay the cost of having the product repaired which may include transport/storage fees as may be determined by the company.

To honour a warranty claim that relates to a recliner electronics and motion component, Bestro Living will, at its option:

(a) replace the recliner electronics or motion component or supply equivalent recliner electronics or motion component. When a component is replaced, any replacement item becomes your property and the replaced item becomes Bestro Living’s property; or

(b) repair the recliner electronics or motion component; or

(c) pay the cost of replacing the recliner electronics or motion component or acquiring an equivalent recliner electronics or motion component. When a refund is provided, the returned recliner electronics and/or motion component becomes Bestro Living’s property and must be returned to Bestro Living; or

(d) pay the cost of having the recliner electronics or motion component repaired.

Components replaced under this Warranty may vary in colour and texture to the original and such variations are not considered a defect.

Any repair or replacement under this Warranty is limited to the defective component only.

 

Disclaimer

To the extent permitted by law, all other warranties implied or otherwise not set out in this Warranty are excluded and Bestro Living will be under no liability in contract, tort (including without limitation, negligence, strict liability or breach of statutory duty) to otherwise compensate the party eligible to make a warranty claim for:

(a)  any increased profits or expenses; and

(b)  any loss of profit, revenue, business, contracts or anticipated savings; and

(c)  any loss or expense resulting from a claim by a third party; and

(d) any special, indirect or consequential losses or damages caused by Bestro Living’s failure to complete or delay in completing any of its obligations in this Warranty.

To the extent permitted by law, the benefits given by this limited Warranty are the sole rights and remedies that you may have in relation to our products. Any paragraph of this Warranty which is unenforceable or void is to be severed and the rest of this Warranty will remain in force.