Terms and Conditions
AI Dream (HK) Limited (herein after to as “Serta”)
TERMS & CONDITIONS OF SALES
1. All deposits for ordered goods shall be kept for maximum of 6 months (for multiple deposit payments, the 6 months period shall be counted starting from the date of first deposit). Shall customer fail to complete the purchase with balance payment, all deposit will be forfeited by the customer and Serta shall not be required to deliver the goods. Delivery of goods will be arranged only after full payment is settled with Serta.
2. Serta undertakes to store goods for customer for a period of 3 months (90days) from
the agreed delivery date free of charge. A charge of HK$300 per piece per month will be charged beyond the 1-month period (15 days or more shall be counted as 1 month). Customer is required to settle the storage charge so incurred before delivery of goods. If the customer fails to receive the pick-up notification within 120days, Serta has the right to dispose of the goods and related payments.
3. There are no returns/refunds for all goods after payment.
4. There are no refunds for custom-made orders if the orders interrupted or materially interfered delayed or rendered impossible by reason of any pandemic, government law or any other nature not within Serta’s control (Force Majeure’).
5. For custom-made orders, no refund or size alteration is allowed after the order has been confirmed by the customer.
6. When receiving the goods, please check the condition and quantity of the product before signing for it. If there is any quality problem with the product, please notify the company within 3 working days.
7. Newly manufactured products will have some special smell, and the smell will dissipate naturally after a period of time, Serta will not make replacements or returns for this reason.
8. Refer to American National Standard. Product dimensions are measured in centimetres. Sizes are nominal and are subject to a tolerance of ± 1.27cm.
9. Should customer request to cancel any Credit Card Instalment Payment that has been confirmed, a cancellation fee of 6% of the invoiced amount will be payable by the customer.
10. In case of any dispute, AI Dream (HK) Ltd reserves the right of final decision.
11. The company reserves the right to modify, remove or change the service and the price of the company’s products at any time without notice.
SHIPPING POLICY
1. Delivery Service Charge – General Delivery (elevator accessible)
• Serta provides free delivery of goods to customers in Hong Kong, Kowloon and the New Territories, except Discovery Bay, Ma Wan, Lantau and outlying islands.
• If you want to cancel or change the original delivery date, the customer must make the request within 1 working day and before 4:00 pm (excluding Saturdays, Sundays and public holidays), otherwise the customer will need to pay an administrative fee of HK$500 .
• No deliveries will be possible, for the date(s) and the immediate working day after, when typhoon signal No. 8 is hoisted, or a black rainstorm warning is in effect. If this is the case, delivery date will be re-scheduled.
• For delivery services in Ma Wan/Tung Chung and Discovery Bay, customers are required to pay remote area surcharges:
• Tung Chung/Ma Wan HK$150
• Discovery Bay HK$350
2. Labour Delivery – (Stairway accessible without elevator)
If the goods fail to reach the destination directly, and need to be carried by hand, additional charges will be charged as follows:
• Stair fee: Free for the first 5 stairs
• Mattresses will be charged at HK$80 for each layer regardless of size, double count starting from the 5th layer;
• Bed frames cost HK$300 per floor, double count starting from the fifth floor.
• (If the product cannot be transported into the elevator or up the stairs, it can only be delivered downstairs)
• Electric bed frame (with frame)
• Electric bed frames cost HK$600 per set per floor, starting from the 5th floor will be counted at double price.
• Road push fee: free within the first 50 meters, and HKD 80 for every 50 meters thereafter.
3. Hanging Fees (up to 3rd floor)
• Lifting surcharge (up to the 3rd floor): HK$300 per mattress per floor
4. Disposal Service (elevator accessible)
・A fee of HK$200 will be charged for each mattress
・HK$500 will be charged for ONE single bed (width within 121cm).
・HK$700 will be charged for ONE double bed (width 122 or above).
・HK$800 will be charged for ONE bunk bed
*Price is subject to change upon special situation, our service staffs will confirm the cost with customers before proceeding.
EXCHANGE POLICY
1. If the customer requests to change the size due to size reasons after receiving the goods, the shipping fee of HK$500 per trip must be paid in cash.
2. Items must be in good condition, undamaged, unused and in unopened packaging.
3. Returns of products damaged by human negligence after use or after receipt are not accepted.
WARRANTY TERMS AND CONDITIONS
AI Dream (HK) Limited (hereinafter referred to as SERTA), according to the terms of warranty. A limited warranty is provided for your Serta product:
Serta mattresses come with a 10-year spring construction warranty:
1. The warranty period is calculated from the date of delivery
2. To enjoy the warranty service, the warranty card or the purchased receipt must be presented.
(Serta reserves the right to refuse to provide warranty service if relevant purchase In the first year, if the Serta representative confirms that the problem is caused by a
product error, Serta has the right to choose whether to replace the product for free. If
the same model or material for the replacement problem is not available, Serta has the right to choose a material of equal quality or a model of the same level to replace .
If you apply for warranty service after 1 year of use, the customer needs to pay the replacement fee, the charges are as follows:
Year 2 – Pay 20% of the current Recommended Retail Price (RRP)
Year 3 – Pay 30% of the current Recommended Retail Price (RRP)
Year 4 – Pay 40% of the current Recommended Retail Price (RRP)
Year 5 – Pay 50% of the current Recommended Retail Price (RRP)
Year 6 – Pay 60% of the current Recommended Retail Price (RRP)
Year 7-10 – Pay 70% of the current Recommended Retail Price (RRP)
The above prices do not include the cost of shipping and disposal of mattresses.
This warranty DOES NOT cover:
a. Mattress and mattress cover due to natural wear/ stains over time
b. Improper use of the product: including man-made breakage / excessive folding / buckling / prolonged sitting
c. Personal preferences such as mattress softness and comfort.
d. A mattress not used with a proper foundation.
Such as imporper foundation include net or slat type bed frame, a foundation of a different size, and a foundation that provides inadequate support to the mattress etc.
e. The mattress is damaged by any external factors, such as sun exposure/moisture/bed bugs/dust mites, etc.
f. Damaged mattress handle
g. Normal body impression(s) of 3.8cm (1.5 inches)
h. The scope of warranty does not include all transportation cost caused by recycling and sending the product.
i. Product sold as displays.
j. Product that is shipped outside the HKSAR
Serta Bedframe:
• Storage bed frame without warranty
• Serta ONLY offer warranty for the linear actuator and gas lift cylinder for a period of 6 months from the date of delivery (traditional bedframe not included).
• Electric bed frame: External accessories such as electric lifting device / remote control, etc. can enjoy a one-year warranty.
The warranty does not cover damage to, or failure of the product resulting from causes such as wear and tear, misuse, modification, tampering or accidents.
Site Inspection:
• During the warranty service period, if the customer reports product problems to the company, the company will arrange on-site inspection service, and the customer needs to pay HK $500 inspection fee (free for the first time). The inspection fee is non-refundable regardless of the outcome of the inspection. The company has the right to decide whether to repair or replace the mattress.
Getting Warranty Service:
Please visit www.serta.com.hkfor warranty registration, Customers must present all valid and original receipts or other purchase documents issued by our company or our authorized distributors during the warranty period in order to enjoy the warranty service.
The Company reserves the right of final decision and any dispute thereof, and may change the terms and conditions without prior notice.
In case, there is discrepancy between Chinese and English versions of these terms and conditions, the Chinese version shall prevail unless otherwise stated.
