Warranty Registrations

It is mandatory for every consumer to register their warranty to ensure full access to all the benefits and support offered under our warranty policy. To facilitate this process, a QR code is provided on the MRP tag attached to your Rivia mattress. By scanning this QR code with your smartphone, you will be directed to our warranty registration page where you can complete the necessary steps to activate your warranty.

If you encounter any issues locating the QR code or scanning it, please follow these steps:

1. Check the MRP Tag: Ensure you have thoroughly inspected the MRP tag on your mattress for the QR code.
2. Contact Your Local Shopkeeper or Showroom: If you still cannot find the QR code, please reach out to the local shopkeeper or showroom from where you purchased the mattress. They will assist you in locating the QR code or provide you with an alternative means to register your warranty.

Ensuring your warranty is registered is crucial for:

• Accessing any repairs or replacements under the warranty policy.
• Availing customer support services.
• Verifying the authenticity of your purchase.

Below are the comprehensive details of our warranty, return, and replacement policies:

Warranty Coverage

1. First Year: If a manufacturing defect is found within the first year of purchase for mattresses with a warranty longer than 1 year, the mattress will be repaired or replaced with an identical product. Pickup charges will apply.
2. After the First Year: For any claims related to concerns like size or fabric after 3 days of receiving the product, return pickup charges of Rs. 2,000 will be applicable.

Inclusions of Defect

• Fabric Damage: Any sort of fabric damage found upon opening the seal is considered a manufacturing defect.
• Foam Material Flaws: Any physical flaw in the mattress that causes the foam material to split or crack, despite normal usage and proper handling.
• Sagging: Reduction in thickness greater than 20% of the mattress thickness will be considered sagging and treated as a manufacturing defect.

Exclusions of Manufacturing Defect

• Wear and Tear: Regular wear and tear of the cover and stitching. A separate waterproof mattress protector or a zipper cover is recommended (chargeable).
• Improper Support: Defects due to improper support for the mattress, including sagging due to a bed size mismatch.
• Opening Damage: Any damage caused while opening the seal of the mattress.
• Indentations: Visible and lasting indentations less than 20% of the total height of the mattress.
• Liquid Damage: Damage caused by liquid spillage.
• Poor Mattress Care: Mould, dirt, or smell resulting from poor mattress care.
• Extreme Temperatures: Exposure to extreme temperatures causing material damage.
• Physical Damage: Cuts, stitching, or damage caused by the customer, animals, rodents, or children.
• Naturally Occurring Aromas: Naturally occurring aromas from foam, cotton, or other materials.
• Softness Increase: A normal increase in the softness of the foam that does not affect its pressure-relieving qualities.
• Personal Preferences: Personal opinions or preferences regarding the mattress’s attributes.
• Unregistered Warranty: Only products with e-warranty registration are applicable for warranty claims.

Terms & Conditions of Warranty

• Warranty Registration: Warranty for your Rivia mattress must be registered.
• Manufacturing Defect: Warranty is available only for product failure due to a manufacturing defect.
• Return Pickup Charges: Mandatory and calculated based on the customer’s location. Charges vary from Rs. 2,000 to Rs. 4,000.
• Pro Rata Charges: May apply based on the duration of mattress usage.
• No Discount on Replacement: No discount is available on mattresses sent in the replacement process.
• Return Pickup Process: Return pickup must be completed before the replacement mattress is dispatched. Packed mattress is required for return pickup.
• Multiple Mattresses: If 2 mattresses need to be picked up, both will be picked up in one go.
• Product Failure: Limited to sagging of the mattress core.
• Original Purchaser: Warranty is not applicable to any claim made other than for the benefit of the original purchaser.
• Proof of Purchase: Retain a copy of your purchase invoice as proof of purchase.
• Photographs: Supply photographs of the entire sleeping surface of the mattress and any visible faults.
• Inspection: Warranty claims will be inspected and picked up within 10 days of raising a return request.
• Replacement Decision: Rivia will repair, replace, or give a prorated credit settlement as per the warranty terms.
• Pickup Before Replacement: Replacement will only proceed after the return pickup is completed.
• Warranty Period: Any repair or replacement does not extend the original period of the limited warranty.
• Credit Settlements: Made in the form of credit vouchers for Rivia mattress purchases.
• No Warranty on Accessories: Accessories such as pillows, protectors, mattress toppers, comforters, and bedsheets are not covered.
• Final Decision: The final decision on the warranty will be made by Rivia.
• Jurisdiction: Disputes will be subject to Delhi jurisdiction only.

Warranty Claim Process

1. Registration: Ensure your mattress warranty registration is completed.
2. Contact: Reach Rivia support at phone number 97339 59000 or riviamattress@gmail.com with a clear description of the problem, associated pictures, and a copy of the purchase invoice.
3. Verification: After verification, Rivia will repair, replace, or provide a prorated credit settlement.

Repair/Replacement Discounts

Discounts are provided based on the warranty period and the time elapsed since the purchase date.

For 1 year Guarantee Mattresses: 

1. Repair/Replacement: If the problem happens within 3 months from the date of purchase.
2. 75% discount on latest applicable M.R.P if any defect arise after 3 months and before 6 months from the date of purchase.
3. 50% discount on latest applicable M.R.P if any defect arise after 6 months and before completing 9 months from the date of purchase.
4. 25% discount on latest applicable M.R.P. if any defect after 9 months and before completing 12 months from the date of purchase.

For 2 years Guarantee Mattresses: 

1. Repair/Replacement: If the problem happens within 9 months from the date of purchase.
2. 75% discount on latest applicable M.R.P if any defect arise after 9 months and before 12 months from the date of purchase.
3. 50% discount on latest applicable M.R.P if any defect arise after 12 months and before completing 18 months from the date of purchase.
4. 25% discount on latest applicable M.R.P. if any defect after 18 months and before completing 24 months from the date of purchase.

For 3 years Guarantee Mattresses: 

1. Repair/Replacement: If the problem happens within 12 months from the date of purchase.
2. 75% discount on latest applicable M.R.P if any defect arise after 12 months and before 18 months from the date of purchase.
3. 50% discount on latest applicable M.R.P if any defect arise after 18 months and before completing 24 months from the date of purchase.
4. 25% discount on latest applicable M.R.P. if any defect after 24 months and before completing 36 months from the date of purchase.

For 5 years Guarantee Mattresses:

1. Repair/Replacement: If the problem happens within 24 months from the date of purchase.
2. 75% discount on latest applicable M.R.P if any defect arise after 24 months and before 36 months from the date of purchase.
3. 50% discount on latest applicable M.R.P if any defect arise after 36 months and before completing 48 months from the date of purchase.
4. 25% discount on latest applicable M.R.P. if any defect after 48 months and before completing 60/72 (depending on the model) months from the date of purchase.

For 7 years Guarantee Mattresses: 

1. Repair/Replacement: If the problem happens within 36 months from the date of purchase.
2. 75% discount on latest applicable M.R.P if any defect arise after 36 months and before 48 months from the date of purchase.
3. 50% discount on latest applicable M.R.P if any defect arise after 48 months and before completing 60 months from the date of purchase.
4. 25% discount on latest applicable M.R.P. if any defect after 60 months and before completing 72 months from the date of purchase.
5. 15% discount on latest applicable M.R.P. if any defect after 72 months and before completing 84 months from the date of purchase.

For 11 years Guarantee Mattresses: 

1. Repair/Replacement: If the problem happens within 60 months from the date of purchase.
2. 75% discount on latest applicable M.R.P if any defect arise after 60 months and before 72 months from the date of purchase.
3. 50% discount on latest applicable M.R.P if any defect arise after 72 months and before completing 96 months from the date of purchase.
4. 25% discount on latest applicable M.R.P. if any defect after 96 months and before completing 120 months from the date of purchase.
5. 15% discount on latest applicable M.R.P. if any defect after 120 months and before completing 132 months from the date of purchase.

Additional Information

• Pickup Timeframe: The pickup will be completed within 3-4 days of your acknowledgment of the mail.
• Separate Teams: Pickup and replacement teams operate separately; hence, both processes cannot be done simultaneously. Replacement can only proceed after the pickup is completed.

Please ensure to follow the detailed instructions and terms mentioned to avoid any inconvenience during the warranty claim process.