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Terms & Conditions

Introduction

Welcome to MLILY’s official website. Please read these terms and conditions carefully before using the official website – http://www.mlily.com.my operated by MLILY during your online purchase. All content, information, tools and service available on this site is solely owned by MLILY (Malaysia) Sdn Bhd.

Your access to and use of the service is conditioned on your acceptance of and compliance with these terms. These terms and conditions are applicable to all visitors, users and others including, but not limiting to vendors, merchants, contributors and/or browsers who access or use our service. By accessing or using the service, you agree to be bound by these terms.

Communication

While you browse mlily.com.my or send an email to MLILY, you are in direct communication with us electronically and thus will receive responses from us electronically in return. MLILY communicates with all users via email or postings on the website and/or social media platforms. You hereby agree that all agreements, notices, disclosures, and other forms of communication we provide to you electronically satisfy any legal requirement that such communications be in writing.

Copyrights

All images of individuals, products and places on this website belong to either MLILY or its licensor. Unless otherwise stated, all content found on this website including graphics, designs, logo, texts, photographs, videos, button icons, digital brochures, promotional materials, and images are the property of MLILY or its licensor, partners or affiliates and are protected by Malaysian and International copyright laws. Any unauthorised use of content or elements from this site is strictly prohibited and may violate copyright and trademark laws, and/or privacy laws, as well as publicity and/or communications regulations and statues.

Information Accuracy & Prices

As much as MLILY provides the most accurate information on site, we do not guarantee that all product descriptions or any content of services are accurate, complete, error-free, credible or updated. In any case whereby your MLILY product is not as described or as shown in the picture, the only action to resolve this issue is to return it in its pristine condition to MLILY.

MLILY is obligated to display product colours in the most accurate way possible, however the product colour may vary depending on your monitor display settings. Therefore, we are not held responsible for any discrepancy between the product colour displayed on our site and users’ perceived product colour.

The product prices displayed to you on MLILY’s site include shipping cost and taxes. We guarantee that there are no hidden costs or prices at checkout. All monetary transactions on the website are shown in MYR (Malaysian Ringgit) and are finalised.

Privacy policy

Collection of Personal Information: Please be informed that your personal data and other information provided in your registration or purchasing process will be recorded in MLILY’s database system. Personal data and information can include name, email address, contact number, shipping and billing address, password and IP address. However, financial transaction details including your credit card number, CVV number and card expiry date will only be collected by and disclosed to a third-party payment gateway, which indicates we do not have access to this area of information.

Uses of Personal Information: Your mobile device’s IP address associated with your online activity on MLILY’s website will automatically be disclosed to us. The IP address can help us learn more about the user’s browser and operating system. We intend to send product promotion and/or update emails to customers by using the personal information provided on MLILY’s site.

Secure Storage of Personal Information: It is our responsibility to ensure all personal information of our customers will not be misused, accessed, disclosed, abused, modified, destroyed, or transferred to other parties. Hence MLILY follows a set of security measures and the industry’s best practices to keep all information safe and secure. Credit card details provided through transaction or during the checkout process are encrypted using secure socket layer technology (SSL) and stored with an AES-256 encryption. Despite all this, we can’t guarantee all transmission over the internet or electronic is completely secure. However, we are responsible to comply with all PCI-DSS requirements while implementing additional industry standards.

Updates on Privacy Policy: We reserve the right to modify our privacy policy whenever needed. Changes and clarifications will take effect immediately upon our posting on this website. If any changes are made to this policy, you will receive notifications through email regarding our policy revision. In doing so, you will be aware of our collection and uses of your information. Should our store sign an agreement of acquisition or merger with another firm in the future, your information may be transferred to the new owners so the products will continue to be provided for sale to our customers.

Your Access to and Control over Information: You may opt out of any future contacts from us at any time. All you need to do is contact us via the email address or contact number given on our site regarding:

  • The type of data we have about you
  • Changes or corrections of any data we have about you
  • Deletion of any data we have about you
  • Concerns you have about our use of your data.

Age of Consent: By using this site, you represent that you are at least the age of majority in your state or province of residence. If you are the age of majority in your state or province of residence, you have given us your consent to allow any of your minor dependents to use this site.

Law

Any disputes or claims relating to your use of MLILY’s service or products sold through MLILY’s website or other channels will be resolved by arbitration and not in court. MLILY and you agree that any dispute resolution proceedings will only be conducted on an individual basis instead of in a representative action.

Product availability

MLILY cannot always guarantee product availability as we may not be able to replenish our stock in time if a certain product is sold out. Hence, MLILY’s estimated back-in-stock dates are not guaranteed or confirmed. All product purchases and orders are carried out on a first come first served basis.

MLILY reserves the right to discontinue or change specifications on products and services available on its website without prior notice.

101 Nights’ Sleep Trial with MLILY Mattress

Getting a new mattress should not be stressful. With MLILY, you are guaranteed a relaxing and simple experience for your shopping. We trust our mattresses so much that we even let you try them in the comfort of your own home for 101 nights.

  • Within 101 nights of purchase, if for whatever reason you find the mattress is not suitable for you, let us know by sending a WhatsApp message to +6011-56211315. For more details, please refer to our return policy below.
  • Returning them is as easy as 123. We will arrange for a pickup of the MLILY mattress from your residence.
  • Once MLILY team has received and evaluated the mattress on its condition, your total payment for the mattress to MLILY (Malaysia) Sdn Bhd will be fully refunded, provided that you comply with the requirements based on our return policy.
  • We recommend sleeping on your MLILY bed for at least 30 nights to allow your body to adapt to it properly.

For recommendations on how to make your sleep experience better, please contact us using the information below or check out our blog!

Return Policy for MLILY Mattress

To be qualified for a return, purchasers are to comply with a few terms as stated below:

  • The total cost of mattress must be fully paid off.
  • The mattress can be returned after a minimum of 30 days from date of purchase.
  • Only mattresses acquired from MLILY (Malaysia) Sdn Bhd can be returned and refunded.
  • You will not be entitled to a refund after 101 nights of trial from date of delivery.
  • The 101-night trial is limited to one per household.
  • Your final purchase of MLILY mattress cannot be exchanged with another MLILY mattress of a different size. You are not eligible for a return should you have ordered the wrong size, want to change the size, or request for an upgrade or downgrade.
  • MLILY will not be obliged to issue a return or a refund for any damages and/or smudges found on the MLILY mattress after purchase.
  • The mattress must be in good condition and securely wrapped up firmly in its original plastic or any other type of plastic that can cover the entire mattress. This is to avoid the product from getting smeared or damaged during transportation. Failing which, MLILY will charge RM300 for a compensation fee that covers cleaning and repairs, and it will be deducted directly from the refund amount.
  • Our return service is only available within Klang Valley currently.

30 Nights’ Sleep Trial with MLILY Pillows

MLILY offers a 30-night trial for all pillows purchased from this site. You can give MLILY pillow a try for 30 nights in the comfort of your own home.

Like mattresses, it takes time for customers to adjust to a new pillow. Hence, to be eligible for a return, we humbly ask that you try our pillow for at least 7 days from the day of product arrival before submitting a return request.

If you are not satisfied with our pillow within the 30-night trial period, let us know by sending a WhatsApp message to +6011-56211315. For further information, please refer to our return policy below.

Return Policy for MLILY Pillows

  • You will not be entitled to a refund after 30 nights of trial from date of delivery.
  • Returned pillows must be wrapped up in its original plastic or any other usable plastic to prevent from getting stains or damages.
  • A valid proof of purchase such as your order confirmation email is required for all return or exchange requests.
  • An administration fee of RM30 will be charged for the shipping cost per pillow.
  • A full refund including the deduction of the administration fee will be granted after the returned pillow has been received.
  • Returned pillows should be in pristine condition with no damages or stains, failing which refunds or exchanges may not be granted. MLILY’s returned pillows will not be resold or redelivered to other customers but will be donated to local charities. Therefore, we require the pillows to be in good condition when returned.
  • Any MLILY products delivered outside Malaysia are not qualified for returns or exchanges.
  • MLILY’s 30-night trial is limited to a one-time return or exchange of up to 2 pillows per customer/household. Once you order a new pillow after having returned pillows before, the 30-night trial will not be applicable to your next pillow purchase/exchanged pillow. This applies to all new purchases from the same customer or delivery address. We will identify customers by their full name, delivery address, contact number, email address or other personal information.
  • Residents of East Malaysia will incur a logistic fee of RM299 on each item for returns from East Malaysia.

Shipping & Delivery

  • We offer delivery right to your doorstep, and the delivery is free for all residents of Peninsular Malaysia.
  • Delivery will be arranged in 3 to 5 working days between 9am to 6pm (delivery time depends on stock availability), provided that we receive full delivery information from you.
  • MLILY products can be received within 7 days for residents within Klang Valley.
  • The delivery is handled by a third-party transporter through an arm’s length agreement. Upon purchasing MLILY product, you give consent to the acceptance of product delivery.
  • If for any reason you are not able to accept delivery, kindly advise MLILY before the delivery is attempted.
  • Delivery dates and times are entirely subject to availability and scheduling by local transport service provider and not MLILY. Most of the time, local transporters will contact customers after their purchase to arrange time of delivery, however this is entirely dependent on the transport service provider’s decision.
  • Deliveries to East Malaysia will take 7 to 10 business days when the item is in stock.
  • For further inquiries, check out our FAQs, or give us a call at +6011-56211315.

Refund Policy for MLILY Mattress

You will receive the total refund within 3 to 5 working days upon the arrival of mattress at our warehouse or our affiliated charity house. The steps to a product return are as follows:

  1. Send a WhatsApp message to +6011-56211315 by providing relevant information and reasons for returning. The information that must be included in the message is stated below:
    • Name
    • Reachable contact number
    • Order number
    • A proof of purchase
    • A clear photo of mattress condition
    • Available pickup time
  2. Allow 3 to 5 working days for the entire communication process of our confirmation of your refund to take place.
  3. The refund (with deduction of surcharge included) will be issued to the bank account associated with your card or to the bank account you have used to purchase your MLILY mattress.

Free Old Mattress Disposal

MLILY provides free old mattress disposal service for all MLILY’s customers. We will pick your old mattress up on the day your brand new MLILY mattress is delivered to your home. We dispose of old mattresses in two ways:

  • Old mattresses that are beyond reuse purpose will be disposed of to a bulk waste disposal area wherein the disposal brings minimal effect on the environment.
  • For old mattresses that are still in good condition, we will donate them to Community Recycle for Charity (CRC) or Salvation Army.

Community Recycle for Charity (CRC) is also known as Pertubuhan Kebajikan Masyarakat Melalui Kitar Semula in Malay language. It is a non-profit, government-approved organisation that was founded in 2008 with the aim of serving communities by helping those in need. Old mattresses that are still in good condition will be donated to those in need through CRC.

In any event that the customer returns MLILY mattress to us upon 101 nights of sleep trial and requests to have the disposed mattress back, we are unable to fulfil the request as the old mattress has either been delivered to a bulk waste disposal area or donated to a charity organisation such as Salvation Army or CRC.

Disclaimer: Old mattress disposal service that is affiliated with CRC is only available within Klang Valley for the time being. However, old mattress disposal service that is affiliated with Salvation Army covers Klang Valley, Ipoh, Malacca, Penang and Kuching.

Contact Us

Should you have any queries or concerns about our terms or policies, please do not hesitate to contact us. We are more than happy to help you! Contact us here at .