RECLAMATIONHere is the place to file a complaint about a purchased product.
Please, have in mind:
Non-standard size products are serviced by repair. The conditions for repair are valid only for the territory of Bulgaria.
Mattress, purchased in a roll must be opened by the customer within 30 days after the date of purchase. Otherwise, the manufacturer is not responsible for restoring the quality of the mattress.
- Mattress spring package - loose, broken or visibly protruding springs under the textile surface
- Breaking or splitting of the wooden elements of the mattress / base /, due to the quality of the material or the technology of the product
- Defective or missing support elements / legs /
- Recess in the body of the mattress / base /, larger than 3 cm
- Depression of the core of the top mattress - larger than 1 cm
- Deviation from the size of the mattress / top mattress, the base / length and width greater than ± 2 cm, and ± 1 cm in height, in accordance with the requirements of the European standard DIN EN 1334.
- Sagging in the mattress casing less than 3 cm, sinking of the top mattress core less than 1 cm.
- Damage to the mattress as a result of using unsuitable bases or mattress system and improper handling.
- Preference for comfort, softness and hardness.
- Stains from dirt or burning.
- Textile and fabric fraying.
- Mattress handles, board aerators.
- Presence of mold and mildew on the product due to high humidity in the rooms of use or using appliances emitting moisture in the space of use of the mattress, top mattress or foundation and the appearance of mold and mildew three months after the date of purchase.
- Mattress, top mattress or base of the wrong size or model unpacked due to customer’s fault is not subject to replacement.
- The manufacturer shall not bear responsibilities concerning user’s physical health.
- The natural variation in the hardness degree and recovery time, resulting from continuous use. This change does not affect the quality of the mattress, top mattress or foundation, and its functionality.
- Failure to comply with the operating and maintenance instructions of the respective mattress, top mattress or foundation described in the warranty certificate.
- Warranty shall not be valid when the product is not in perfect hygienic condition or has physical discrepancies that result from improper use of the product as per the maintenance instructions.
- When the customer does not provide a copy of the invoice, warranty certificate and receipt note with the date of sale. In cases where the mattress or the top mattress is not protected by a cover or protector to prevent its damage or pollution. If the product is not protected, the seller may refuse the customer’s request for replacement or repair.
- In cases where the mattress / top mattress / is not protected by a protector or cover to prevent damage or contamination.
- If the product is not protected, the seller may refuse the customer's request for replacement or repair.
Customers who have submitted a complaint cannot replace their product using special offers or monthly promotions. In case of a request for replacement within the warranty period of a used and damaged product with another from the current portfolio, the value of the respective product according to the catalog shall be taken into account. The manufacturer reserves the right to change the warranty period, as the one recorded in the warranty card of the purchased product is valid.