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terms & conditions

 

MATTRESS AND LOUNGE CORPORATION 

THE BED OUTLET 

 

At Mattress and Lounge Corporation/ The Bed Outlet, we're dedicated to providing uncompromised quality products at affordable prices. Our mission is to make high-quality products accessible to all, without compromising on excellence. We prioritize customer satisfaction above all else, striving to exceed expectations through excellent service. Thank you for choosing MALC Group—we are committed to delivering excellence every step of the way. 

 

We are pleased to confirm that we fully comply with the requirements of the Consumer Act of RSA. Our Terms and Conditions are particularly crafted to flawlessly align with the provisions of this act, prioritizing transparency, fairness, and legal compliance in all consumer interactions. Additionally, MALC Group is committed to upholding the standards outlined in the Protection of Personal Information Act (POPIA). Our dedication to compliance ensures responsible handling of personal data in accordance with POPIA requirements, thereby prioritizing the protection and privacy of individuals' personal information.  

 

TERMS AND CONDITIONS: 

 

  1.  While we strive to maintain a comprehensive stock inventory, it may not always be possible to have every product readily available. However, please rest assured that we will make every effort to obtain your desired products as rapidly as possible. Our commitment is to promptly fulfill your orders and provide you with the products you need. Product availability is subject to fluctuation based on demand during any given period, though we attempt to always maintain sufficient stock levels.  

  2.  While we endeavor to provide the best possible experience, we must highlight that we cannot guarantee absolute comfort for all our products as individual preferences may vary. Therefore, it is incumbent upon the customer to furnish our sales representatives with sufficient information to assist in selecting products. Once a product is used or removed from its packaging, we regret to inform you that exchanges or refunds cannot be facilitated. We appreciate your understanding and cooperation in this matter, as we aim to maintain the highest standards of service and satisfaction for all our valued customers. 

  3. Product exchanges are only eligible within a 7 day timeframe, provided that the product remains unused and unopened in its original packaging. It is incumbent upon the customer to ensure the product is returned to the warehouse in pristine condition. Subsequently, an inspection will be conducted by the warehouse supervisor. Please note that returns cannot be facilitated at any of our retail stores. Customers who have utilized delivery services and wish to initiate a product return are welcome to arrange for a collection by our team, subject to an additional collection fee which is equivalent to the initial delivery fee.  

  4. If payment is made via EFT (Electronic Funds Transfer), customers are required to use the correct reference number and to send proof of payment via email to the designated email address of the respective store. Self-collection or delivery of the purchased items will only be permitted once the payment has been successfully reflected in our bank account. This policy ensures smooth processing and fulfillment of orders, aligning with our commitment to providing efficient service to our valued customers. 

  5. At our retail stores, we do not maintain stocks on-site. Items displayed on the floor are solely for demonstration purposes and cannot be released to customers. All purchases are fulfilled through our inventory system, ensuring that customers receive brand-new products directly from our warehouse. This policy helps us maintain product integrity and ensures that customers receive items in pristine condition. 

  6. Due to the aforementioned policy, self-collection of purchased items is strictly limited to our warehouse, as we do not carry stock at our retail locations, all items must be collected directly from our warehouse facility. When self-collecting your purchase, please ensure you have your invoice available as it is required for product release. We cannot release any product without an original invoice. If someone else is collecting on your behalf, please provide a letter stating their permission to collect the product. Our current Warehouse address is Unit 2, 12 Vanadium Street, Zinniaville, Rustenburg, 0299. Our operating hours at the warehouse are Monday to Friday from 09:00 to 16:00 and on Saturdays from 09:00 to 14:00. Please note that our warehouse is closed on Sundays and selected public holidays. It is the customer's responsibility to provide their own fastening equipment, such as ropes. We regret to inform you that we are unable to fasten any products for you, as we cannot accept liability for any damages that may occur during transportation. If the customer agrees to release us from any responsibility or claims related to damages or liabilities, we are willing to help with securing or fastening the product in place. 

  7. Please note that certain imported products are delivered flat-packed and require assembly. Customers have the option to assemble the products themselves or request assembly services at an additional fee, as outlined in our price list. If the customer chooses to assemble the products themselves, we cannot take responsibility for any damages or lost parts to the product. Please be aware that there may be a waiting period for assemblies, as we rely on two contracted assembly teams for MALC Group. Assembly times can extend up to 7 working days. Our contractor will promptly reach out to the customer to coordinate arrangements. We strive to provide flexibility and convenience to our customers, ensuring that your preferences are accommodated.  Please be advised that our assembly service for Plasma Wall units includes the assembly and mounting of the product purchased exclusively. We do not undertake the mounting of TVs due to liability constraints concerning potential damages or loss of property during the assembly process. If the customer authorizes our assembler to mount the TV on their behalf, an additional fee may apply, payable directly to the assembler. In such instances, any liability for damages incurred will not be for our account.  

  8. Delivery services are available for customers, subject to an additional fee. This option provides added convenience for those unable to collect their purchases from our warehouse. Our delivery service ensures that your items are safely transported to your preferred location, allowing you to enjoy your purchases with ease. We kindly request your cooperation in facilitating the smooth delivery of your product, devoid of any delays or obstacles. Prior to delivery, our team will contact you to ensure readiness. In the event of any access issues encountered after readiness was confirmed, the products will be returned, and any associated costs in terms of double transport will be your responsibility. If stock is readily available, we strive to deliver within a timeframe of 2 to 3 working days. Ensuring a seamless delivery process can present its challenges; therefore, we kindly request that you clear your delivery point of any potential obstacles that may endanger the product. It is essential to note that should any damage occur to the new product or existing property due to obstacles at your preferred point of delivery, we cannot be held liable for any resulting costs, repairs, or exchanges. We regret to inform that delivery involving the removal of doors, security doors, or lifting the product onto a balcony is not possible. In such instances, the product will be placed at the location indicated by the customer, facilitating door-to-door delivery. Please note, we are unable to help with the unpacking of the product in these circumstances. Our delivery department operates Monday to Friday from 09:00 to 16:00 and on Saturdays from 09:00 to 14:00. Please note that our delivery department is closed on Sundays and selected public holidays.  

  9. Clients are entrusted with the duty of thoroughly inspecting products upon delivery or self-collection. Once this inspection is completed and the products are accepted, we regret to inform you that we cannot accommodate exchanges or refunds due to any damage or missing parts. If the customer chooses to not inspect the product on delivery or self-collection, we will not be able to exchange or repair the product.  

  10. We are pleased to extend an Account facility for your convenience. Please be aware that we engage an external credit provider for this service. Consequently, the approval process, applicable interest rates, and any payment arrangements are managed independently of our operations. While our sales consultants are proficiently trained to guide you through the application process, it's imperative to understand that we do not have authority over the Account facility. It is important to emphasize that we do not operate as a credit provider. 

  11. Refunds or Cancelations: If both parties agree on a refund, the customer must provide a proof of banking details. The refund amount will be processed via EFT (Electronic Funds Transfer) within 15 working days. Please note that we do not refund the customer in cash. Upon completion of the transaction, a Proof of Payment will be promptly sent via SMS to the customer. This ensures transparency and convenience in our refund process, reflecting our commitment to customer satisfaction.   

  12. MALC Group provides a layby service for a duration of up to 4 months exclusively applicable to non-imported items, which specifically refers to locally produced products. Our sales consultants are available to advise on the eligibility of items for layby. A minimum deposit of 25% is required to initiate a new layby, followed by subsequent payments of 25% at specified intervals. Please note that stock availability may vary, and items may need to be transported from our supplier’s facility to our warehouse, imposing a lead time. To facilitate this process smoothly, customers are required to notify us at least 2 weeks prior to making their final payment. While we endeavor to expedite orders, if the product is not readily available, we commit to making every effort to ensure it is prepared within a 2-week timeframe. Please be advised that a cancellation fee of 10% will be levied on the total value paid to date in the event of a layby cancellation. Refer to point 11 regarding the refund procedure. 

  13. We are pleased to offer a special-order option allowing customization of colors or fabrics for your lounge suite, headboard, bedroom suite, or chairs. There may be an additional fee for special orders, conditional upon the type of fabric chosen. To initiate a special order, a 50% deposit is required. Please note that special orders have a lead time of up to 8 weeks. Upon arrival of the customized product, customers will be notified to make the final payment. It is the responsibility of the customer to ensure that the invoice item description correctly reflects the desired color, fabric, or dimensions. This needs to be signed off by the customer. This is important to avoid ordering the wrong product. It is imperative to understand that under the Consumer Act of RSA, special orders cannot be canceled. Therefore, should a customer wish to cancel such an order, we regret to inform you that no portion of the deposit can be refunded. 

  14. In the event of self-collection, we strongly encourage customers to collect their products within a two-week period to avoid space limitations and potential product damage. If collection within this timeframe is not possible, we advise making prior arrangements with the sales representative. Extended storage of the product may incur additional fees if prior arrangements have not been made.  

  15. At MALC Group, we always strive to deliver the highest quality products. However, in the rare event of a complaint regarding a guaranteed product, customers are encouraged to report the issue at the point of purchase, where a form will be completed with the assistance of a sales representative. During this process, the submission of photographs or videos may be required. The sales representative will then escalate the matter to management for review. Typically, an inspection may be necessary to assess the reported problem thoroughly. It is essential to note that under our guaranteed policy, products will not be replaced but rather sent to the supplier for further inspections and possible repair if needed. Additionally, please understand that our service coverage extends to areas in and around Rustenburg and Brits only. Therefore, if a customer resides outside of this region, they will be responsible for transporting the product to our warehouse for assessment and repair, with subsequent collection afterward. Please be advised that we are unable to guarantee materials or fabrics. Our guarantee extends solely to the frame, foam, and workmanship of our products. Please note that purchasing a floor demo clearance product will result in the lapse of the guarantee and warranty. As the retailer and not the manufacturer of products, repairs will be undertaken by the supplier at their discretion. This is contingent upon the product being well-maintained and not intentionally abused or damaged.  

  16. Please be informed that all our beds and mattresses are accompanied by both a Guarantee and a Warranty. A warranty claim can only be initiated once the guarantee period has elapsed. The primary distinction lies in the financial responsibility: during a warranty claim process, the customer is accountable for the repair costs, whereas with a guarantee, the supplier covers these expenses. Products will undergo repair at the supplier's discretion, with clients incurring charges for warranty services. It is imperative to note that this service is contingent upon the product being properly maintained and free from intentional abuse or damage. The same procedure applies for initiating claims, as outlined in the guarantee process, including logistics arrangements. 

  17. We strongly encourage customers to retain their purchase receipts throughout the duration of the guarantee and warranty periods, as it facilitates a smoother process for any potential claims or inquiries. 

 

We are extremely grateful for your continuous support. Thank you for being such an important part of our journey! Enjoy your purchase!