Warranty Policy

This Warranty Policy outlines the coverage, exclusions, and service procedures for products purchased from Xclusive Home Pte Ltd. All warranties take effect from the date of delivery, unless otherwise stated. Warranty coverage applies only to manufacturing defects verified by our servicing team and does not cover misuse, wear and tear, or external damage.

General Exclusions (All Products)

Across all product categories, warranty does not cover:

• Normal wear and tear
• Misuse, mishandling, or improper care
• Stains, dirt, or soiling
• Bed bug infestations
• Damage from relocation, third-party handling, assembly, or unauthorised modification

Environmental Pest & Fungus Exclusion

Pest, insect, and environmental infestations — including booklice, wood borers (powderpost beetles), termites, and fungus or mould — are not covered under any product warranty. These are driven by post-delivery environmental conditions in the home (such as humidity, moisture, and poor ventilation) and are outside our control. This exclusion applies to all wooden and upholstered components across every product category, except for the limited early fungus coverage stated under specific products below.

The product-specific exclusions listed under each category below apply in addition to these general exclusions. Any unclear or special cases will be reviewed and resolved at Xclusive Home Pte Ltd’s discretion.

Mattress Warranty Policy

Warranty Duration

All mattresses come with a 10-year or 15-year limited warranty, depending on the model purchased.

First 12 months:
Full 1-to-1 exchange provided free of charge for eligible manufacturing defects.

From the 13th month onward:
Warranty claims are subject to a pro-rated usage charge, plus:

• Transport & labour fee: $80
• GST: 9%

Customers will be informed of the full cost breakdown before any replacement proceeds.

Mattress Depreciation & Replacement Cost

For replacements beyond the first year, a depreciation-based charge applies based on the customer’s usage period. The calculation works as follows:

• Step 1 – Usage period: Take the original delivery date and subtract the first 12 months (fully covered). The remaining months are used to calculate depreciation.
• Step 2 – Monthly depreciation: Mattress value ÷ warranty period. Example: $1,999 ÷ 10 years = $199.90 per year ÷ 12 = approx. $17 per month.
• Step 3 – Usage charge: $17 × months used beyond the first year. Example: 10 months = $170.
• Step 4 – GST (9%): $170 × 9% = $15.30.
• Step 5 – Total payable: Usage charge ($170) + GST ($15.30) + transport & labour ($80) = $265.30.

What’s Covered (Mattress)

• Sinking issues
• Spring defects or malfunctions

All claims are subject to physical inspection and verification by our servicing team.

What’s Not Covered (Mattress)

• Bed bug infestations, stains, dirt, or soiling
• Booklice, wood borers (powderpost beetles), termites, or fungus — see the Environmental Pest & Fungus Exclusion above

These apply in addition to the General Exclusions (All Products) listed above.

Mattress Model Exchange

Requests to change to a different mattress model must be handled through a salesperson and are subject to new pricing and terms.

Sofa Warranty Policy

Warranty Coverage

From the date of delivery:

• Sofa frame & base mechanism: 3 years
• Leather & fabric upholstery: 1 year
• Spare parts (handle, cable, USB button, adapter, headrest & armrest mechanisms): 1 year

Service Charges (After Warranty Period)

For services outside warranty coverage:

• Transport & labour: $80 – $160 (depending on issue complexity)

Spare parts:

• Handle & cable: $120
• USB & adapter: $160
• Headrest / armrest mechanisms: $160 – $200 (model-dependent)

Upholstery Replacement

Costs vary based on full or partial replacement, fabric or leather material, and model specifications. Final pricing will be quoted by the servicing department.

Fungal or Pest Concerns (Sofa)

• Considered within the first year, subject to inspection and confirmation
• Beyond one year, transport and service fees apply

What’s Not Covered (Sofa)

• Pet damage
• Fading, peeling, or discolouration after 1 year
• Fungus or mould issues reported after the coverage period
• Booklice, wood borers (powderpost beetles), or termites affecting wooden components — see the Environmental Pest & Fungus Exclusion above

These apply in addition to the General Exclusions (All Products) listed above.

Wardrobe & Dressing Table Warranty Policy

Warranty Coverage

All wardrobes and dressing tables come with a 1-year parts warranty, including:

• Hinges
• Sliding and door tracks
• Drawer runners and internal hardware
• Mirrors and glass panels
• Fixed compartments, drawers, and shelving
• Dressing table tops and attached storage

Service & Replacement

Within 1 year (manufacturing defects only):

• Parts, transport, and labour are free of charge

Damage caused by wear and tear, misuse, or accidents:

• Full cost borne by the customer, even within warranty

After 1 year:

• All parts, transport, and labour are chargeable

Mirror & Compartment Policy

• Mirrors are covered only for manufacturing defects within 1 year
• Accidental breakage, relocation damage, or forceful handling is not covered
• Shelving and compartments are covered for structural defects only

Fungus Policy (Wardrobe & Dresser)

• Reported within 6 months: replacement may be provided free of charge after inspection
• After 6 months: not covered (environmental factors)

What’s Not Covered (Wardrobe & Dresser)

• Glass breakage due to external force
• Fungus growth after 6 months
• Custom modifications or alterations by external parties
• Booklice, wood borers (powderpost beetles), or termites in any wooden panel or structure — see the Environmental Pest & Fungus Exclusion above

These apply in addition to the General Exclusions (All Products) listed above.

Bed Frame Warranty Policy

Warranty Coverage

All bed frames include a 1-year limited warranty covering:

• Main frame and support base
• Slats and crossbars
• Hydraulic lifting mechanism (storage beds)
• Built-in drawers (if applicable)

Hydraulic System

• Covered for 1 year under warranty
• After 1 year: replacement at $120 per set, plus transport & labour
• Misuse-related issues are chargeable even within warranty

Service & Replacement Process

• Within 1 year (manufacturing defects): service is free of charge, including parts
• Outside warranty: spare parts, transport, and labour are charged based on quotation

What’s Not Covered (Bed Frame)

• Damage from jumping, overloading, or improper mattress use
• Surface stains, scratches, or surface damage
• Booklice, wood borers (powderpost beetles), or termites within the wood frames or slats — see the Environmental Pest & Fungus Exclusion above

These apply in addition to the General Exclusions (All Products) listed above.

Display & Clearance Item Policy

Display Units

• Sold as-is
• No warranty for defects visible at the point of sale
• Customers acknowledge the condition upon purchase

Servicing may be considered only if the item is damaged after sale due to delivery or warehouse handling.

Salesperson Responsibility

A full product video is recorded before delivery to capture the item’s condition. This serves as proof to prevent disputes over pre-existing defects.

Returns & Refunds (Display / Clearance)

All return, refund, or exchange requests for display or clearance items are handled through your salesperson. For full details, please see our Return & Refund Policy.

How to Make a Warranty / Servicing Claim

For all damage, defect, repair, or servicing-related enquiries, customers must contact our Servicing Department directly.

Servicing Contact (WhatsApp – Message Only)

📲 WhatsApp: +65 9785 0877
👤 Servicing Officer: Violet
📧 Contact Email: xclusivehomesg@gmail.com

Please include the following details in your message:

• Sales order number
• Contact phone number
• Product name and a description of the issue
• Confirmation of the delivery address

Photo / Video Requirement

Please provide either two photos or one video:

• A full photo of the furniture with the affected area clearly circled
• A close-up photo of the affected area

All servicing requests are subject to inspection, verification, and approval by the servicing department.

Warranty Summary Table

Warranty FAQ

Is transport covered under warranty service?

Only if the issue is within the warranty period and confirmed to be a product defect. Otherwise, transport and labour charges apply.

Can I exchange my mattress for a different model?

Yes, but the request must go through a salesperson and will be subject to new terms and conditions.

Are fungus, mould, or wood pests covered for wardrobes and bed frames?

Fungus is only covered when reported within 6 months from delivery. Wood pests such as booklice, wood borers, and termites are not covered at any time, as they are caused by post-delivery environmental conditions (humidity and lack of ventilation).

What are the spare-part costs for sofas?

• Handle & cable: $120
• USB & adapter: $160
• Headrest / armrest mechanisms: $160 – $200
• Upholstery: quotation required

What is the process for service outside warranty?

The customer pays for spare parts (quoted by the servicing department) plus transport and labour ($80 – $160, depending on the case).

General Notes

• Transport is covered only for verified warranty defects
• All servicing requests are subject to inspection, verification, and approval
• Xclusive Home Pte Ltd reserves the right to amend this Warranty Policy without prior notice
• Contact Email: xclusivehomesg@gmail.com