Return & Inspection Policy

TERMS & CONDITIONS – RETURN & INSPECTION POLICY (NOSTO CLOUD SERIES)

1. Customer & Order Verification (Mandatory)

1.1 A valid invoice must be provided for all return requests.
1.2 Customer identity must match the details stated in the invoice.
1.3 The trial period is limited to 120 nights from the delivery date.
1.4 Customers must complete a minimum of 60 nights of usage before requesting a return.
1.5 All return requests are subject to approval within the company’s official system.
1.6 This policy applies strictly to NOSTO Cloud Series products only.
1.7 If multiple units were purchased, only one (1) unit is eligible for return.

2. Product Authenticity

2.1 The product must be an original NOSTO mattress.
2.2 The serial tag or product label must remain attached.
2.3 Any form of product swapping is strictly prohibited.
2.4 The product must not be modified or repaired by the customer.

3. Hygiene & Safety Condition (Critical Requirement)

3.1 The product must be free from any visible stains, including but not limited to:

Liquid, sweat, oil, food, or other substances

3.2 The product must:

Be free from any odour (smoke, pet, mold, body odour)
Have no biological contamination risk
Be free from insects, including bed bugs
Be completely dry (no moisture)

⚠️ Note: Failure to meet hygiene requirements will result in immediate rejection.

4. Packaging & Protection

4.1 Original plastic packaging must be available.
4.2 Packaging must be intact and usable (not severely damaged).
4.3 The mattress must be properly protected during handling and transportation.
4.4 Any contamination due to insufficient protection is the customer’s responsibility.

5. Fabric & Surface Condition

5.1 The product must not have:

Tears, cuts, or burn marks
Severe discoloration or abnormal yellowing
Fabric or stitching damage

5.2 The mattress surface must:

Remain intact
Be in usable condition
Show no abnormal deformation

6. Structural Condition

6.1 The mattress must maintain its original shape.
6.2 The product must not show:

Excessive sinking beyond normal usage
Structural collapse
Edge damage or deformation

6.3 Internal support must remain stable upon manual inspection.

7. Usage Compliance

7.1 The mattress must be used with a proper bed frame or divan.

7.2 The product must NOT:

Be placed directly on the floor
Be used for commercial purposes (hotel, rental, homestay, etc.)
Be exposed to water or outdoor environments
Be misused (e.g., jumping, heavy impact, abuse)

8. Cleanliness & Handling

8.1 The mattress must be:

Clean and presentable
Free from heavy dust or dirt accumulation
Safe for handling by warehouse personnel
Suitable for inspection and repackaging

9. Photo Documentation (Compulsory)

Customers must provide the following:

Full front view of the mattress
Full back view
Photos of all four corners
Close-up of surface condition
Photos of any defects or stains (if applicable)
Photos during loading/pickup

⚠️ Note: Incomplete documentation will result in processing delays or rejection.

10. Rejection / Hold Conditions

A return request may be rejected or placed on hold if any of the following applies:

Hygiene issues (stains, odour, contamination)
Fabric damage (tear, burn, cut)
Structural deformation
Evidence of misuse
Non-compliance with usage terms
Missing or incomplete documentation
Missing or severely damaged packaging (subject to HQ review)

11. Final Decision

11.1 All return approvals are subject to final inspection by the company.
11.2 The company reserves the right to reject any request that does not meet the stated conditions.
11.3 These Terms & Conditions may be updated at any time without prior notice.