Policies

Ensuring Transparency and Trust in Every Step

Exchange Policy

Our 14-days exchange policy applies exclusively to online sales of mattresses and does not cover accessories. The 14-day mattress trial is not applicable during campaigns, wedding bundle offers, or any other discount promotions.

In the rare instance that you receive an incorrect product (e.g., a mattress model or size other than what you ordered), a damaged item, or an incomplete product, please notify the delivery team 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 the correct product you ordered, you have 14 days to request a replacement. After this period, the mattress becomes non-returnable. During this process, our delivery team will collect the mattress, but delivery charges will apply for claiming the 14-day trial. Please note that we must receive your request for replacement within the 14-day trial period.

The replacement policy does not apply to any mattress or part of the mattress that has been subjected to misuse, neglect, accidents, natural calamities, or mishandling.

To arrange a replacement, please contact 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:

  1. Repair the defective product or component.
  2. Replace the defective product with the same or a comparable model.

Free Replacement Period:

  1. Free replacement or repair of the defective product part is available throughout the entire warranty period.
  2. For the replacement of the entire mattress, customers will be required to pay fabric and depreciation charges.
  3. 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

  1. Visit the retailer where the product was purchased, or if unavailable, contact Master Celeste directly.
  2. For online claims, visit Master Celeste Warranty Page.
  3. 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

Ramzan Replacement 2026

TERMS & CONDITIONS:

· Customers are eligible to receive Flat 20% Off on the purchase of a new MoltyFoam or Celeste mattress by exchanging their old mattress, irrespective of brand.

· Customers may alternatively avail Flat 10% Off on a new mattress without providing an old mattress for exchange.

REPLACEMENT OFFER ELIGIBILITY CRITERIA: 

· A single-size mattress can be exchanged for any single-size mattress.

· A double-size mattress can be exchanged for any double-size mattress.

· Two single-size mattresses can be exchanged for one double-size mattress.

· A double-size mattress cannot be exchanged for two single-size mattress.

· Mattresses of any brand qualify for exchange under this promotion.

· This offer is not applicable to accessories, pillows, or fold-a-bed mattresses.

· The 14-Day Sleep Trial is not applicable during the Ramadan Replacement Offer.

· A 20% discount is currently applied on all mattresses. Our Customer Support team will verify eligibility for mattress exchange. If a customer does not provide an old mattress for replacement, the applicable discount will be adjusted to 10% as per company policy.

Company shall reverse the rights to change or amend any terms and conditions without prior notice.

Delivery Charges LHR & KHI (City)

With Replacement

For 1 Mattress 1500

2 to 3 Mattress 2500

4 to 5 Mattress 3500

6 to 7 Mattress 4500

8 to 10 Mattress 5500

Delivery Charges (Other Cities)

With Replacement

1 to 2 Mattress 2500

3 to 4 Mattress 3500

5 to 6 Mattress 4500

7 to 8 Mattress 5500

9 to 10 Mattress 6500

Delivery charges (Other Cities)

Without Replacement

1 to 2 Mattress 1500

3 to 4 Mattress 3000

5 to 6 Mattress 4000

7 to 8 Mattress 5000

9 to 10 Mattress 6000

 

STANDARD SHIPPING CHARGES DETAILS:

Our standard shipping charges for any campaign or sales offer (Except Ramzan Replacement Offer) are as under. (Shipping charges may vary as per location)

● Mattress + Accessory: PKR 1500+ Third Party Courier Charges

● Accessories Only: Third Party Courier Standard Rates

●        Fold-a-Bed: PKR 750/order

●        1 to 2 Mattresses: PKR 1500

●        3 to 4 Mattresses: PKR 3000

●        5 to 6 Mattresses: PKR 4500

●        7 to 8 Mattresses: PKR 5500

●        9 to 10 Mattresses: PKR 6500

DEBIT/CREDIT CARD PAYMENT:

Amount paid through debit/credit card & mobile wallets are not refundable.

ORDERS ON THIRD PARTY APPLICATIONS:

Master MoltyFoam will not be liable for payment return of any orders received from third party partners such as BaadMay as the payment is managed by the third party itself. In case the order is processed from the brand's end and the customer chooses to cancel the order mid-process, delivery charges will be non-refundable and will be charged to the customer (in case of delivery by courier, actual delivery charges will be deducted as per courier company).

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.