Dormeo USA

Warranty

For a warranty claim you can start the process by contacting our Customer Service Warranty Team via email: customercare@dormeo-na.com 

You will receive a response from one of our warranty experts who will walk you through your next steps.

Mattress Warranty

Your new Dormeo® Mattress is covered by a 10-year limited warranty which begins 90 days after the original date of delivery. During the Warranty Period, we will repair or replace the Dormeo® Mattress if it is defective due to faulty workmanship or materials.

An original proof of purchase receipt is required for ANY and ALL warranty claims. This warranty is applicable only to the original purchaser of the Dormeo® mattress from authorized retailers and/or direct from Dormeo®. This warranty does not apply to floor models or “demos”.

Body Impressions ¾ of an inch or more in depth that are not associated with use of an improper or unsupportive foundation are covered by the Warranty.

Dormeo® mattresses are designed to work on a firm, solid-surface or adjustable base. Therefore, if purchaser uses inappropriate foundations, box-springs, adjustable bed bases, or other bed frames with this mattress, such use will void this limited warranty. Dormeo® may require purchaser to provide proof of the quality of the foundation, adjustable bed base, or bed frame used in conjunction with the mattress. 

The Warranty Does NOT Apply To:

Normal Product wear and tear.

Use of an improper, unsupportive foundation that leads to issues.

Mattress dimensions (length and width) have a 2% tolerance due to elastic components. This tolerance is considered normal and is not subject to a warranty claim.

Issues relating to the mattress being used or stored in an unsuitable or unsanitary condition.

The Warranty is deemed Null and Void When:

The product has been subject to misuse, careless treatment, or physical abuse

The presence of stains on the mattress (use a waterproof, breathable mattress protector!)

The original purchaser cannot provide an original proof of purchase receipt

Additional Information: All warranty claims must be submitted in writing to Dormeo® via our customer service email (customercare@dormeo-na.com).  Please include the issue you are having, original proof of purchase and any pictures of the defect. This information will be used to best assess how to help you.

If the original mattress model is not available at the time of repair or replacement, Dormeo® will offer an alternative model of equal quality or value.

In the event of an authorized product repair or replacement, the Warranty Period will NOT be renewed or extended following the repair or replacement. 

Mattress Cover Limited Warranty: The mattress cover provided with the mattress is warranted for one (1) year from the original date of purchase. Dormeo® will replace or repair a cover at this option within the one year period at no cost to the original purchaser.  The cover must be free of stains in order to be considered for warranty replacement, therefore, we recommend using a waterproof, breathable mattress protector. 

For a warranty claim you can start the process by contacting our Customer Service Warranty Team via email: customercare@dormeo-na.com 

You will receive a response from one of our warranty experts who will walk you through your next steps.

Topper Warranty

Your new Octasmart® topper has an 10-year limited warranty and the removable cover has 1-year warranty for the quality and workmanship of the product. We will replace or repair your Octasmart® topper if it is defective due to faulty workmanship or materials.

This warranty does not include a normal increase in softness of the core material which does not affect the pressure-relieving qualities of the topper. It also does not include normal reduction of the topper thickness, which can change from 5-15%. Due to the elastic components of the topper, it’s dimensions (lengths and width) have a +/- 2 % tolerance, which is normal and not covered by warranty.

 In case of product claim, we might require you to supply photographs of the entire sleeping surface of the topper with any visible faults.

We do not warrant for topper changes and errors caused by topper being used other than how it was intended (on a supportive base). 

In the event of any product repair or replacement the warranty will not be renewed or extended, but will continue from the original date of purchase.

Warranty is not valid if:
1. The product has been a damaged due to misuse, careless treatment or physical abuse such as cuts, tears, burns or liquid stains.
2. Problems are caused that products have not been maintained in accordance with washing and/or care instructions.
3. The product is not in a hygienic state (has stains) or has not been protected from damage, hence we recommend a waterproof, breathable mattress protector!
4. Product failure is due to causes other than defective workmanship or materials.
5. The occurrence of mold, dirt and smells is as a result of not using a waterproof, breathable mattress protector
6. When product has not been opened within one month of the date of delivery.
7. The customer cannot supply an original proof of purchase

All warranty claims must be submitted in writing to Dormeo® via our customer service email (customercare@dormeo-na.com).  Please include the issue you are having, original proof of purchase and any pictures of the defect. This information will be used for evaluation purposes by Dormeo® to best assess how to help you.

For a warranty claim you can start the process by contacting our Customer Service Warranty Team via email: customercare@dormeo-na.com 

You will receive a response from one of our warranty experts who will walk you through your next steps.