Revised edition: 1 November 2024

Ventry products undergo real-use testing to certify manufacturing quality to the highest standards. We are therefore able to warrant product quality against defects arising from manufacturing, under the warranty conditions set out in this warranty document.

Where to make contact: the place where you purchased the product, or the channel through which you placed your order.

1. This mattress warranty covers product quality; it does not warrant satisfaction.
2. Under the company’s mattress warranty, the company warrants the components inside the mattress structure, excluding the mattress cover fabric.
3. The warranty covers only defects arising from manufacturing, under normal conditions of use.
4. The company has a policy of exchanging pillows within 7 days from the date of purchase. An exchange does not extend the warranty period, which continues to be counted from the date of first purchase.
5. Mattress claim services may be used no more than 2 times per year, within the warranty period counted from the date of delivery.
6. Within the warranty period counted from the date of delivery, the company will collect the product in order to replace and/or repair the mattress structure, only where there is a defect arising from manufacturing, at no charge (excluding transport service charges).
7. Where any repair is requested for a Ventry mattress that falls outside the warranty, the company will charge according to the company’s conditions.
8. For specially made products, or products manufactured to any other special order from the customer, which are not a normally sold size or model, the company reserves the right that once sold they cannot be exchanged, returned, or traded for other products.
9. For pillows, picnic products, children’s products, and other products (other than mattresses, toppers, mattress base sets and headboards), the company reserves the right that once the packaging has been opened they cannot be exchanged or returned.
10. The company will carry out product repair only, working only on the main mattress structure for the customer, and will retain the original cover fabric and material layers from the customer’s original mattress sent for repair, returning it to the customer at no charge.
11. If the company assesses that the cover fabric of the product sent for repair is too damaged to be removed in order to replace the structure, the company will inform the customer of this and recommend replacing the cover fabric, charging according to the company’s conditions. Where the customer does not wish to bear the cost of replacing the cover fabric or the material layers, the company reserves the right not to repair or replace the mattress structure for the customer.
12. The company reserves the right not to accept exchanges, product returns, or refunds of the product price in any case.
13. If inspection finds that the main structure is defective under the warranty conditions, the company will repair the main structure and return the product. If inspection finds that the main structure is not defective under the warranty conditions, the company will return the product without repair.
14. The company warrants only products purchased through company stores or the company’s duly authorised agents, counted from the date the product is received.

The company charges a service fee for collecting the mattress and returning it, including transport, of THB 1,000 per mattress within Bangkok or the surrounding metropolitan area. For other provinces, the service rate depends on distance.

The warranty exists for the customer’s benefit. Please keep the product warranty card and a copy of the purchase receipt as evidence.

If the mattress is exchanged for one at a higher or lower price, the company reserves the right to calculate the difference for the new mattress.

The company reserves the right to consider refusing the warranty if inspection finds that the product has stains or dirt, or that the product’s defect arises from causes other than a defect in the raw materials or in workmanship.

If the mattress raw materials, or the mattress to be used for repair or replacement, cannot be obtained at that time, the company reserves the right to substitute raw materials or products of equivalent quality in carrying out the repair.

• Springs or coils damaged or broken through normal use
• Springs or coils protruding, or tearing through the mattress cover fabric, through normal use
• Natural latex layers, compressed natural latex, and the mattress interior sagging deeper than 30 millimetres (3 centimetres), or damaged through normal use (a sagging mattress means the mattress has a hollow depression that does not recover)

• This warranty covers product quality; it does not warrant satisfaction.
• Mattress lining fabric and mattress cover fabric (including stains, dirt, scratches, tears, cuts, or burns)
• Depressions in the mattress cover fabric arising from the body’s normal sleeping position, not deeper than 30 millimetres (3 centimetres)
• The border wire around the mattress edge (spring mattresses), which surrounds the outermost edge of the mattress and the mattress base, becoming bent as a result of improper moving or folding
• Products sold as-is, or display units sold without a product quality warranty
• The height of the customer’s bed
• Preferences regarding the comfort of the product, which are a personal feeling in using the product; the company cannot warrant preference or feeling
• Damage arising from wrong or improper use, and damage to the mattress structure arising from the use of an unsuitable bed, or damage arising in use such as scratches, dullness, fading, rust, broken or detached steel frames, damage from termites, weevils, ants and insects, mould on the cover fabric, damage from water, wetness or damp, and marks arising naturally
• Natural latex, compressed natural latex, or PU foam inside the mattress being damaged by tearing or cutting
• Mattress dimensions, which for each individual mattress may deviate by not more than +/- 2 centimetres, since the product is manufactured by a hand process and, given the elasticity of the mattress material layers, the mattress can stretch or contract naturally
• The warranty is void if the product is modified, if the cover is torn or the brand label is missing, or if the product is used improperly
• The warranty is void if the cover fabric, leather, or covering is unpicked, or if the components of the pillow, mattress, bed, or base are separated
• The warranty card is damaged, lost, or has been altered
• Damage arising from accident, natural disaster, or force majeure

• A 3-foot mattress (Twin size 3′ or Single size 3 feet) measures approximately 90 x 198 centimetres (width x length)
• A 3.5-foot mattress (Twin size 3.5′) measures approximately 105 x 198 centimetres (width x length)
• A 5-foot mattress (Queen size) measures approximately 150 x 198 centimetres (width x length)
• A 6-foot mattress (King size) measures approximately 180 x 198 centimetres (width x length)
• Other sizes that do not match the above are treated as specially made mattresses, which carry the warranty period of that particular mattress model.

You should

• Choose a mattress base with a solid, strong structure that supports weight well without bending, or replace the mattress base each time you buy a new mattress.
• Choose a Ventry mattress base for more complete support of the mattress.
• Turn the mattress every 12 months to distribute the load, giving the mattress a longer life.
• Use a mattress protector to keep the mattress clean and keep the latex layers in good condition. Pull the bed sheet off and leave it off to let air circulate; this should be done every month.

You should not

• Do not jump or stand on the mattress, as this makes the mattress bear weight at a single point, which may damage the structure.
• Do not bend or fold the mattress, as this may damage the structure.
• Do not beat the mattress or let it come into contact with any chemicals.
• Do not tear or cut the latex layers, as your warranty will be void.
• Do not expose the mattress to heat, hot materials, or direct sunlight.
• Do not let the mattress get wet or let other liquids spill onto it; always keep the mattress dry.
• Do not smoke in the bedroom, and do not place the mattress near flammable objects or sparks that could set the mattress alight.

The warranty period differs for each mattress model. Please check your own warranty period in your registration confirmation email, or contact the Ventry team to ask about the warranty period for the model you purchased.

Warranty periods by product category are as follows:

• Electric adjustable beds — motor and hydraulic system 2 years, control box / remote and electrical equipment 1 year, electric bed frame 5 years
• Bed base sets and bed frames — 3-year warranty
• 100% natural latex toppers — 5-year warranty under normal use (the company reserves the right not to warrant products that the customer has ordered vacuum-packed)
• Compressed natural latex toppers — 3-year warranty
• Natural latex blended with PU foam toppers — 2-year warranty
• Pillows — the company has a policy of exchanging pillows within 7 days from the date of purchase (this does not extend the warranty period)

T.S.Gen Co., Ltd.

• Address: 15 Soi Krungthep Kreetha 37, Yak 1, Tubchang, Saphan Sung, Bangkok 10250
• Tel: 02-368-3649
• Email: info@ventry.co.th
• Website: www.ventry.co.th