Exchange Policy
Our 14-days exchange policy applies exclusively to online sales of mattresses and does not cover accessories. The14-day mattress trial is not applicable during campaigns, wedding bundleoffers, or any other discount promotions.
In the rare instance that you receivean incorrect product (e.g., a mattress model or size other than what youordered), a damaged item, or an incomplete product, please notify the deliveryteam before they leave. We will rectify the issue immediately. The mattressmust be unused and returned to the delivery team at the same time.
If you are not fully satisfied with thecorrect product you ordered, you have 14 days to request a replacement. Afterthis period, the mattress becomes non-returnable. During this process, ourdelivery team will collect the mattress, but delivery charges will apply forclaiming the 14-day trial. Please note that we must receive your request forreplacement within the 14-day trial period.
The replacement policy does not applyto any mattress or part of the mattress that has been subjected to misuse,neglect, accidents, natural calamities, or mishandling.
To arrange a replacement, pleasecontact us or email us.
Warranty Policy
Policy Overview
Master Celeste, a leading name in premium mattress manufacturing, is dedicated to providing customers with top-quality mattresses designed for ultimate comfort and durability. To demonstrate our commitment to your satisfaction, we offer the following warranty.
Limited Warranty Period
This warranty is valid for the duration specified on the warranty card, starting from the date of purchase.
The Master Celeste Limited Warranty ensures we will replace a defective product or repair/replace any defective part due to faulty materials within the warranty period, at the sole discretion of the company and as described in this warranty.
Mattress Care Guidelines
DO’s:
- Rotate your mattress regularly (if flippable) to promote even wear and extend its lifespan.
- Clean stains promptly using a mild detergent or a recommended cleaning solution, following the manufacturer’s guidelines.
- Air out your mattress occasionally by removing bedding and ensuring proper ventilation to reduce moisture buildup.
- Use a proper foundation or bed frame to provide adequate support for your mattress.
DON’T’s:
- Allow your mattress or foundation to become stained, soiled, or dirty.
- Jump or stand on the mattress, as misuse can cause damage.
- Place the mattress on uneven surfaces.
- Keep the mattress rolled up for an extended period.
Warranty Coverage
What is Covered:
- Manufacturing Defects: Issues resulting from faulty materials or workmanship, such as visible indentations or sagging not associated with normal use.
- Faulty Components: Broken, burst, or bent coils, splitting or cracking of foam (excluding misuse).
- Workmanship: Craftsmanship issues that may arise during regular use.
What is Not Covered:
- Missing invoice or warranty card.
Damage from misuse, abuse, or improper handling. - Normal wear and tear, including minor softening or comfort preferences.
- Damage caused by burns, fluid spills, or insufficient flipping/rotation.
- Mattresses used on unsupported or inappropriate foundations.
Conditions That Void Warranty:
- Unsanitary conditions such as liquid damage or irremovable stains.
- Failure to rotate or flip the mattress as recommended.
- Leaving the mattress in packaging for over 2–4 weeks, causing irreversible damage.
What Master Celeste Will Do
If a product is deemed defective under this warranty, Master
Celeste will:
- Repair the defective product or component.
- Replace the defective product with the same or a comparable model.
Free Replacement Period:
- Free replacement or repair of the defective product part is available throughout the entire warranty period.
- For the replacement of the entire mattress, customers will be required to pay fabric and depreciation charges.
- Customers will be responsible for covering logistics/delivery charges.
After the completion of the free period, the charges for replacing defective parts will apply, based on depreciation and remaining warranty duration.
Warranty Claims Process
How to File a Warranty Claim
- Visit the retailer where the product was purchased, or if unavailable, contact Master Celeste directly.
- For online claims, visit Master Celeste Warranty Page.
- Alternatively, scan the QR code on the product label or warranty card to:
- Access the warranty claim form.
- Fill in the form and attach required photos.
- Click “Claim Warranty Now.”
Once a claim is registered, you will receive a unique complaint number and confirmation. Further details will be communicated within three working days.
Note: Transportation costs and inspection fees may apply.
Depreciation Policy
Under this limited warranty, the mattress depreciates annually until the warranty expires. Depreciation is calculated as follows:
Depreciation Formula:
Limitations & Exclusions
- Mattresses must be used on structurally sound foundations.
- Warranty is applicable on a "carry-in" basis; transportation costs are borne by the customer.
- Replacement of one component does not warrant the replacement of the entire product.
- Retailers cannot modify or extend warranty terms.
Master Celeste's Warranty Policy ensures a seamless experience, reflecting our commitment to delivering unparalleled comfort and satisfaction. For any inquiries, feel free to contact us or visit Master Celeste Support.
Shipping Policy
Our standard shipping charges for any campaign or sales offer (excluding the Ramzan Replacement Offer)
are as follows:
(Shipping charges may vary based on location)
- Mattress + Accessory: PKR 1500 + Third-Party Courier Charges
- Accessories Only: Third-Party Courier Standard Rates
- 1 to 2 Mattresses: PKR 1500
- 3 to 4 Mattresses: PKR 3000
- 5 to 6 Mattresses: PKR 4000
- 7 to 8 Mattresses: PKR 5000
- 9 to 10 Mattresses: PKR 6000
Debit/Credit Card Payment Policy
Payments made via debit/credit cards or mobile wallets are non-refundable.
Advance Payment:
In certain cases, customers may be required to make a partial or full advance payment depending on the product type or delivery location.
Orders on Third-Party
Applications
Master Celeste is not liable for the payment return of any orders placed through third-party partners (e.g., BaadMay), as payment processing is managed by the respective third party.
- If the order is processed by Master Celeste and the customer chooses to cancel the order mid-process, delivery charges will be non-refundable.
- For courier deliveries, actual delivery charges (as determined by the courier company) will be deducted.
Cookies Policy
We use cookies to track your visit frequency, shopping cart contents, purchase history, and to provide a tailored shopping experience. Most browsers accept cookies automatically, but you may adjust your settings if preferred. You can still access most functionalities of our website, including purchasing products, with cookies disabled.
When you use a cookie-enabled browser, you will be automatically signed in when you visit our website. Please note that after 14 days, your session will expire, and you will be prompted to sign in again.
By using our website, you consent to our Privacy Policy and Terms and Conditions, which may be subject to change from time to time.
Privacy Policy
At Master Celeste, we are committed to safeguarding your online privacy. We take all necessary steps to protect your personal information and ensure your experience is secure and seamless. Whether you register with us or browse anonymously, the information we collect, such as your name, address, contact numbers, and email ID, is solely used for the following purposes:
- To process and fulfill your orders
- To contact you for customer service and support
- To enhance your browsing experience on the Master Celeste website
Your information is kept confidential and will never be shared with third-party entities.
We ensure that your personal data is only used by Master Celeste.
Order Cancellation Policy
Please note that if the provided address or phone number is incorrect, or if the premises are locked, the intended recipient is unavailable, or it is anon-delivery area, your order will be canceled without prior notice. For delivery to remote areas, charges may vary, and you will be informed during the confirmation call. For accessories, products in stock will be delivered, though fabric colors may vary depending on the area.
Data Protection
- We do not store or use personal data beyond the necessary details for order fulfillment.
- We do not request personal information or data of any kind.
- Our platform does not use any alarm extensions that could breach user security.
- Users can easily cancel their subscriptions directly from within the application
Terms and Conditions
- Our Ad ID is not connected to persistent identifiers or personally identifiable information for any purpose, including analytics.
- We adhere to a strict anti-spam policy, ensuring ads do not repeatedly distract users from their tasks within the application.
- Ads and their associated offers will always align with the content rating of the app.
- We do not allow misleading health claims or harmful content in our ads.
- Self-certified ad SDK providers must submit new, policy-compliant versions to remain in the program.
- We strictly prohibit the impersonation of any other entities or organizations.
- Health and medical-related policies are consolidated into a straightforward page for easy navigation.
By continuing to use our site, you agree to comply with these terms. We value your trust and work diligently to provide a safe and enjoyable experience on
Master Celeste.
