Terms & Conditions

Welcome to Lucy

This website is managed by Lucy Mattress Sdn. Bhd. (“Lucy,” “we,” “us,” or “our”). By accessing [www.lucymattress.com] or purchasing our products (“Products”), you agree to comply with these Terms and Conditions (“Terms”), including all linked policies and notices. These Terms apply to everyone who uses our website; browsers, customers, vendors, and contributors alike.

Your Agreement

By using any part of this website or purchasing Products, you enter into a binding agreement with Lucy. If you disagree with any part of these Terms, you may not access the website or use our services.

Staying Updated

Lucy may update these Terms periodically. It is your responsibility to review this page for changes. Continued use of the website after updates constitutes acceptance of the revised Terms.

Our Platform

Our online store is powered by Shopify Inc., which provides the e-commerce platform enabling us to offer our products. To finalize purchases, you must confirm that you have read, understood, and agree to the Terms in effect at that time.

Age Requirement

By agreeing to these Terms or purchasing Products, you confirm that you are:

• At least 18 years old, or
• Using this website or purchasing Products for essential household needs if under 18.

Lucy’s Privacy Policy (provided below) details how we collect, safeguard, and utilize your personal information. By using this Website, you consent to these practices and confirm that all data you provide is accurate and current.

You are responsible for ensuring your account information remains complete and up-to-date. Please promptly notify us of any changes to maintain the integrity of your details.

To ensure Lucy’s online home remains safe and welcoming for families like yours, we ask that you:

• Do not misuse this Website. This includes, but is not limited to:
• Engaging in or encouraging illegal activities.
• Spreading harmful content (e.g., viruses, malware, or offensive material).
• Hacking, corrupting data, or disrupting others’ use of the Website.
• Sending unsolicited promotions (“spam”).
• Infringing others’ rights (e.g., intellectual property, privacy).
• Violations may result in immediate service termination and reporting to authorities.

Sharing Feedback with Lucy

We welcome your ideas! By submitting suggestions, designs, or other materials (“Feedback”), you agree:

• Lucy may freely use, adapt, or share your Feedback without obligation to:
• Keep it confidential.
• Compensate you.
• Respond to submissions.

Feedback must:

• Respect third-party rights (copyrights, trademarks, privacy).
• Avoid harmful, defamatory, or misleading content.
• Be truthful and accurate.

We reserve the right to remove inappropriate content at our discretion.

Linking to Lucy’s Website

You may link to our homepage fairly and legally, provided:

• It does not harm Lucy’s reputation or imply partnership/endorsement.
• The linking site is owned by you.
• You do not frame or deep-link parts of our Website without permission.

We may revoke linking rights at any time.

Accountability

Be genuine: Use your real identity and contact details.

No impersonation: Misleading others about your identity is prohibited.

Third-party content: We are not liable for others’ posts but may moderate them to protect our community.

Service Integrity

To maintain a safe and trustworthy space for families, Lucy reserves the right to decline service at any time, for any reason consistent with our values.

Technical Safeguards

While we strive to protect your experience, Lucy cannot be held responsible for unforeseen technical disruptions (e.g., viruses, cyberattacks) or damages caused by third-party content, downloads, or linked sites. We recommend using up-to-date security software for added protection.

Growing with Lucy

We may introduce new products, features, or tools to better serve your needs. These additions will always align with these Terms, ensuring transparency as we evolve together.

Your Responsibilities

To ensure Lucy’s website remains a safe and respectful space for all users, you agree not to engage in harmful or unlawful activities, including but not limited to:

• Distributing malicious software (e.g., viruses, malware) or offensive material.
• Hacking, data corruption, or disrupting the website’s functionality.
• Infringing intellectual property, privacy, or other rights of third parties.
• Sending unsolicited promotions ("spam") or misleading content.
• Violations may result in immediate termination of access and reporting to authorities.

Submissions & Feedback

By sharing ideas, suggestions, or materials ("Feedback") with Lucy, you grant us unrestricted rights to use, modify, or distribute such content. We are not obligated to:

• Keep Feedback confidential.
• Compensate you.
• Respond to submissions.

You agree your Feedback:

• Respects third-party rights (copyrights, trademarks, privacy).
• Avoids harmful, defamatory, or unlawful material.
• Is truthful and free of malware.

We reserve the right to remove objectionable content at our discretion.

Linking to Lucy’s Website

You may link to our homepage in a fair and respectful manner, provided:

• It does not harm Lucy’s reputation or imply endorsement.
• The linking site is owned by you and does not frame our content.
• We may revoke linking permissions without notice.

Accountability

Use your real identity and accurate information.

Lucy assumes no liability for third-party content or comments.

Service Accessibility

Lucy reserves the right to decline service to any user, at any time, for reasons consistent with our policies and values.

Technical Safeguards

We are not liable for losses or damages caused by technological threats (e.g., cyberattacks, viruses, malware) that may affect your devices, data, or software due to your use of this Website or downloads from it (including third-party links).

Evolving with Your Needs

Lucy may introduce new products, services, or features through this Website. These additions will be governed by these Terms, ensuring clarity and consistency for our community.

General Guidance

Lucy strives to provide helpful information, but we cannot guarantee the completeness, accuracy, or timeliness of content on this Website. Materials here are for general guidance only and should not replace independent verification or professional advice. Use this information at your discretion and risk. Historical references are included for context but may not reflect current standards. We may update content without notice but are not obligated to do so.

Third-Party Tools

Lucy may offer access to external tools or services for your convenience. These are provided “as is” and “as available” without warranties, monitoring, or endorsement. Use them at your own risk, and review the third-party provider’s terms before engagement.

External Links & Content

This Website may include links or materials from unaffiliated third parties. Lucy is not responsible for their content, accuracy, or practices. Transactions with third parties are solely between you and the provider. Please review their policies carefully. Direct any concerns to the respective third party.

Errors and Corrections

From time to time, Lucy’s website may contain inadvertent errors, inaccuracies, or omissions related to product details, pricing, promotions, shipping costs, delivery timelines, or availability. Lucy reserves the right to correct such issues, update information, or cancel orders affected by inaccuracies at any time, even after an order is placed; without prior notice.

No Ongoing Obligation

Unless required by law, Lucy is not obligated to update, clarify, or modify information on this website, including pricing. The absence of a specified update date does not imply that all content is current or fully revised.

Service Availability & Reliability

Lucy does not guarantee uninterrupted, secure, or error-free access to our services. Results obtained through our services may not always be accurate or reliable.

Service Modifications

We reserve the right to suspend, modify, or discontinue services at any time without prior notice.

Assumption of Risk

Your use of Lucy’s services is at your sole risk. We are not responsible for decisions made based on content, advice, or opinions provided on this website. Lucy may correct errors or omissions on the website but is not liable for inaccuracies caused by third-party information (e.g., supplier changes). You agree to verify product details before purchasing.

Exclusion of Liability

To the fullest extent permitted by law, Lucy excludes liability for any loss or damage arising from:

• Errors, inaccuracies, or omissions on the website.
• Reliance on website content or linked third-party materials.
• Personal injury, property damage, or unauthorized access to data/servers.
• Interruptions, cyberattacks, malware, or third-party product quality.

Consequential Damages

Under no circumstances will Lucy, its affiliates, employees, or partners be liable for indirect, incidental, or consequential damages (e.g., lost profits, data loss, business interruption) related to website use, even if advised of potential risks.

To the fullest extent permitted by law, you agree to defend, indemnify, and hold harmless Lucy, its directors, officers, employees, agents, and affiliates from and against any claims, liabilities, losses, damages, costs, or expenses (including reasonable legal fees) arising out of or related to:

• Your breach of these Terms.
• Your misuse of Lucy’s Website, services, or products.
• Any third-party claims alleging harm caused by your actions or omissions in connection with this Website.

This obligation applies to all claims, demands, lawsuits, or legal proceedings initiated against Lucy or you as a result of your conduct.

Ownership

All software, content, and materials provided on or through this Website are the exclusive property of Lucy or its licensors. These materials are protected under international trademark, copyright laws, and related treaties. All rights not expressly granted herein are reserved.

Permitted Use

You may store, print, or display content from this Website for personal, non-commercial use only. You are prohibited from:

• Reproducing, distributing, or publishing content in any format.
• Using content for commercial purposes or business ventures.

Prohibited Actions

You agree not to:

• Modify, reverse engineer, decompile, or create derivative works from Lucy’s software or documentation.
• Use Lucy’s trademarks (including Lucy, Lucy Mattress, [Insert Other Trademarks]) without written permission.
• Imitate or misuse trademarks in a manner that could cause confusion.

Governing Law

These Terms and Conditions, and any agreements related to Lucy’s products or services, are governed by and construed in accordance with the laws of Malaysia.

Entire Agreement

These Terms represent the complete understanding between you and Lucy regarding your use of this Website and purchases of Products, superseding all prior agreements or communications.

Force Majeure

Lucy is not liable for delays or failures to fulfill obligations caused by events beyond our reasonable control (e.g., natural disasters, pandemics, or governmental actions).

Rights & Waivers

Failure to enforce any provision of these Terms does not waive our right to do so later. Any waiver must be in writing and signed by Lucy to be effective.

Interpretation

Ambiguities in these Terms shall not be interpreted against Lucy as the drafting party.

Severability

If any part of these Terms is deemed unlawful or unenforceable, it shall be modified to the fullest extent permitted by law, with the remaining provisions remaining fully valid.

Business Transfers

In the event of a merger, sale, or transfer of Lucy’s business or assets:

• Your personal data may be disclosed to the third party without prior notice.
• Our contractual rights and obligations may be assigned to the third party.

Contact Us

For questions about these Terms, reach out to [support@lucymattress.com].

Terms of Sale

All purchases of Lucy’s Products and related services are subject to these Terms. Prior to completing your order on our website, you must confirm that you have read, understood, and agree to abide by these Terms.

Terms of Sale

All purchases of Lucy’s Products and related services are subject to these Terms. Prior to completing your order on our website, you must confirm that you have read, understood, and agree to abide by these Terms.

Online Exclusivity & Stock Limitations

Certain Products or services may be offered exclusively online via Lucy’s Website. These items may have limited availability and are eligible for return or exchange only under the conditions outlined in our Return Policy. Product listings on the Website do not guarantee ongoing availability.

Out-of-Stock Items

While Lucy aims to notify users when Products are out of stock, we are not obligated to do so. If an ordered Product becomes unavailable after purchase:

• No charges will apply for unfulfilled items.
• We will contact you to discuss potential substitutes.

Product Accuracy & Sales Limitations

We strive to showcase our Products’ colors and images as accurately as possible. However, variations may occur due to device display differences. Lucy reserves the right to:

• Restrict sales by region, jurisdiction, or customer.
• Limit quantities of Products or services.
• Update Product descriptions, pricing, or discontinue items at any time without notice.

Lucy reserves the right to adjust prices or update, suspend, or discontinue Products at any time without prior notice. These changes may apply to individual customers, regions, or universally.

Lucy assumes no liability to you or third parties for any impacts resulting from modifications, price adjustments, or discontinuation of Products or services.

You agree to ensure all billing and account details provided to Lucy are up-to-date, accurate, and complete for every transaction

Invitation to Treat

Product listings on Lucy’s Website are an invitation for you to make an offer to purchase, not a binding offer to sell. By placing an order, you submit an offer to buy Products under these Terms at the specified price.

Acceptance of Orders

As permitted by law, Lucy reserves the right to accept or decline your offer for any reason, including but not limited to:

• Product unavailability.
• Pricing or description errors.
• Order inaccuracies or concerns identified during verification.
• Quantity limits per customer, household, or order.
• We may restrict orders sharing the same account, payment method, or shipping/billing address.

Order Modifications & Cancellations

If we adjust or cancel your order, we will attempt to notify you via the contact details provided during checkout. Lucy may refuse orders suspected of bulk resale or unauthorized distribution.

Finalizing Orders

Review your order carefully before submission. Once confirmed, orders cannot be canceled and must follow our Returns Policy (see “Refund Policies”) for issues.

All Product prices are displayed in Malaysian Ringgit (MYR). Full payment must be received and cleared before we process and dispatch your order.

Payment Methods

Accepted payment options will be shown during checkout. These methods may be updated or modified without prior notice.

Failed Payments

If your payment is declined or fails to process, we cannot reserve the Product for your order. Availability of the Product cannot be guaranteed if you attempt to reorder.

Instalment Plans

Some payment partners may offer instalment plans with specific terms (e.g., 6-month options). Details will be provided at checkout.

Fulfillment of Orders

Lucy will deliver Products to the address specified in your order confirmation, provided the location complies with our delivery guidelines. Once your order is ready, we will share tracking details via email or SMS.

Delivery Timeframes

While Lucy strives to meet estimated delivery/pickup windows, delays may occur due to unforeseen circumstances beyond our control. We reserve the right to adjust timeframes without prior notice.

Accepting Delivery

By purchasing a Product, you agree to be available to accept delivery. If you cannot be present, you must notify Lucy in advance. Our delivery personnel will wait for up to 10 minutes at the designated location. After this period, the attempt will be marked as failed.

Failed Delivery/Pickup Attempts

Repeated failed attempts due to your unavailability will result in the full purchase price being charged. We will make reasonable efforts to contact you before delivery to confirm availability

Lucy offers mattress disposal services in select areas of Klang Valley for a fee of RM150 per mattress, per location. This fee is non-refundable and covers:

• Collection of the old mattress.
• Labor for removal and disposal.
• Exclusions:
• Transportation of the mattress to alternative addresses.

Lucy retains legal title to all Products ordered until full payment is received. Ownership and risk (including but not limited to loss, damage, or destruction) transfer to you upon delivery of the Products to your designated address.

Lucy may occasionally offer promotional codes ("Promo Codes") applicable to specific purchases on our Website. Each Promo Code is subject to:

• Additional terms outlined when the code is issued (e.g., validity period, eligible products).
• These Terms and any linked policies.

Receiving Promo Codes

You may obtain Promo Codes through:

• Lucy’s email newsletters (if subscribed).
• Advertisements on our Website, social media, or partner platforms.
• Retailer collaborations or promotional campaigns.

Usage Guidelines

Promo Codes are non-transferable and valid for one redemption per household/order.

Cannot be combined with other discounts or offers.

Only one Promo Code may be applied per order.

West Malaysia

If you are not fully satisfied with your Lucy Products, you may initiate a return within 99 days of purchase. Lucy will arrange for the Products to be collected via our logistics team or an authorized third-party provider, depending on your location.

East Malaysia

Customers in East Malaysia are responsible for arranging and bearing all costs associated with returning Products to one of Lucy’s listed warehouses.

Once returned items arrive at our warehouses or partner facilities, Lucy will inspect them by the following Friday. If the Products meet our quality standards, your refund (in MYR) will be processed within 7 business days using your original payment method or another suitable option as we deem appropriate.

To ensure fairness and quality for all customers, the following conditions apply:

Eligibility:

• Only verified purchasers with valid proof of purchase may return Products.
• A minimum 30-day usage period is required before initiating a return.

Lucy’s 99-Night Trial:

• Applies to one Product type per household (e.g., 1 mattress, 1 pillow). Exchanges count as returns. Subsequent purchases are excluded.

Condition Requirements:

• Items with excessive wear, stains, or damage (as deemed by Lucy or partner charities) are ineligible for return.
• Products must be repackaged securely in their original protective materials to prevent transit damage. Failure to do so may result in a 15–30% care fee if damage occurs during return.

Purpose of Use:

• Returns are voided for non-personal use, including but not limited to:
• Resale, photoshoots, or display purposes.
• Lucy’s determination of misuse is final.

Donation Suitability:

• Lucy reserves the right to assess returned Products’ eligibility for donation. Refunds may be reduced or denied if items are deemed unsuitable.

Packaging Requirements:

The Mattress must be securely repackaged in its original protective materials (e.g., plastic, packaging) to prevent damage or soiling during transit.

Condition Eligibility:

Mattresses with significant stains, damage, or wear (as determined by Lucy or our partner organizations) are ineligible for return or refund.

Penalty Fee for Improper Handling:

A penalty fee of 15–30% of the purchase price will be deducted from your refund if damage occurs during return due to improper packaging.

Packaging Requirements:

The Pillow must be repackaged securely in its original protective materials to prevent damage or soiling during transit.

Condition Eligibility:

Pillows with stains, damage, or alterations (e.g., cutting, tampering) caused by improper care, storage, or unintended use are ineligible for return or refund.

Penalty Fee for Improper Handling:

A penalty fee of 15–30% of the purchase price will be deducted from your refund if damage occurs during return due to failure to repackage securely.

Packaging Requirements:

The Mattress Topper must be folded and repackaged securely in its original protective materials (e.g., plastic, packaging) to prevent damage or soiling during transit.

Condition Eligibility:

Toppers with stains, damage, or excessive wear (as determined by Lucy or our partner organizations) are ineligible for return or refund.

Penalty Fee for Improper Handling:

A penalty fee of 15–30% of the purchase price will be deducted from your refund if damage occurs during return due to failure to repackage securely.

Packaging Requirements:

The Foldable Mattress must be folded and repackaged securely in its original protective materials (e.g., plastic, packaging) to prevent damage or soiling during transit.

Condition Eligibility:

Mattresses with excessive stains, damage, or wear (as determined by Lucy or our partner organizations) are ineligible for return or refund.

Penalty Fee for Improper Handling:

A penalty fee of 15–30% of the purchase price will be deducted from your refund if damage occurs during return due to failure to repackage securely.

Governing Law

These Terms and Conditions, and any agreements related to Lucy’s products or services, are governed by and construed in accordance with the laws of Malaysia.

Entire Agreement

These Terms represent the complete understanding between you and Lucy regarding your use of this Website and purchases of Products, superseding all prior agreements or communications.

Force Majeure

Lucy is not liable for delays or failures to fulfill obligations caused by events beyond our reasonable control (e.g., natural disasters, pandemics, or governmental actions).

Rights & Waivers

Failure to enforce any provision of these Terms does not waive our right to do so later. Any waiver must be in writing and signed by Lucy to be effective.

Interpretation

Ambiguities in these Terms shall not be interpreted against Lucy as the drafting party.

Severability

If any part of these Terms is deemed unlawful or unenforceable, it shall be modified to the fullest extent permitted by law, with the remaining provisions remaining fully valid.

Business Transfers

In the event of a merger, sale, or transfer of Lucy’s business or assets:

• Your personal data may be disclosed to the third party without prior notice.
• Our contractual rights and obligations may be assigned to the third party.

Contact Us

For questions about these Terms, reach out to support@lucymattress.com.

Purchases: When you buy from Lucy, we collect personal details (e.g., name, address, email) to process your transaction.

Browsing Data: We automatically gather your IP address to analyze browser/device trends and improve your experience.

Marketing: With your consent, we may send updates about new products, promotions, or store news via email.

Granting Consent: By providing personal data for transactions (e.g., purchases, returns), you consent to its use for that specific purpose. For secondary uses (e.g., marketing), we’ll seek your explicit approval.

Withdrawing Consent: To revoke consent, contact us at support@lucymattress.com.

We may disclose your data if:

• Required by law.
• You breach our Terms of Service.

Our store is hosted on Shopify Inc., which provides the e-commerce platform that enables us to sell our products to you.

Shopify is PCI-DSS compliant and maintains a secure environment for payment processing. All payment information is encrypted during transmission using SSL/TLS technology and handled securely in accordance with industry security standards.

We do not store or have access to your full credit card details at any time.

Third-party providers (e.g., payment gateways) have their own privacy policies. We recommend reviewing these policies to understand how they handle your data.

External Links: Clicking links on our site may redirect you to third-party platforms not governed by Lucy’s policies.

We follow industry standards (e.g., PCI-DSS) to safeguard your information against unauthorized access, loss, or misuse.

By using this site, you confirm you are:

• At least the age of majority in Malaysia (18+), or
• The legal guardian of a minor using this site with your consent.

We may update this policy periodically. Changes take effect immediately upon posting. For significant updates, we’ll notify you here. In mergers or acquisitions, your data may transfer to new owners to continue serving you.