Dormeo USA

Warranty

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

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

Mattress Warranty

Dormeo® North America (*Dormeo® Octaspring®) provides a ten (10). year express limited warranty for its Dormeo® mattresses (the “Warranty Period”) which commences ninety (90) days after the original date of delivery. In our sole discretion and option during the Warranty Period, we will repair or replace the original purchaser’s Dormeo® Mattress if it is defective due to faulty workmanship or materials, subject to the limitations described in this Warranty.

An original proof of purchase receipt is required for any and all warranty claims.

At our option, we will replace or repair defective workmanship or materials at no cost, other than all one-way shipping (see Shipping and Handling section) to the original purchaser.

ONE-WAY SHIPPING AND HANDLING COSTS ARE THE RESPONSIBILITY OF THE ORIGINAL PURCHASER ON ALL WARRANTY CLAIMS.

This warranty is applicable only to the original purchaser of the Dormeo® mattress from authorized retailers and/or direct from Dormeo®. The original purchase receipt is required for any warranty claim. Mattresses purchased from unauthorized third-party resellers, or other non-authorized sellers (including, but not limited to, sales via Ebay Inc, Amazon.com Inc, etc) shall render the warranty null and void in its entirety. This warranty does not apply to floor models or “demos”. Dormeo® shall not be liable for incidental or consequential damages resulting from the use of this product or arising out of any breach of this Warranty. The foregoing warranty is exclusive and no other warranties express or implied, including implied warranties of merchantability and fitness for a particular purpose, are made hereunder other than the warranty described herein.

All warranty claims must be submitted in writing to Dormeo® describing the nature of the alleged defect and, in addition, must be accompanied by photographic evidence of the alleged defect, and proof of purchase. This information will be used for evaluation purposes by Dormeo® in its sole discretion. Failure to provide the foregoing materials may result in rendering the Warranty null and void in Dormeo®’s sole discretion.

Dormeo® mattresses are designed to work on a firm, solid-surface, non-spring foundation or adjustable base that is structurally capable of supporting the weight of purchaser’s Dormeo® mattress and user(s). This limited warranty and other performance warranties are based on tests conducted on “sets” that consist of our mattress and our foundation/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 and all other warranties whether expressed or implied, including, without limitation, the implied warranties of merchantability and fitness for a particular purpose.

 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 if purchaser makes a claim under this limited warranty. The foundation must provide a solid surface constructed with appropriate structure. A solid, stable surface is not provided by box springs, plywood placed on box springs, inappropriate “slats” or foundations that are not built to deliver correct support. Dormeo® reserved the right to invalidate this limited warranty if the foundation is determined, in Dormeo®’s reasonable discretion, to be inadequate.

The Warranty Does NOT Apply To:

Normal Product wear and tear as determined in our sole discretion

A normal increase in the softness of the Dormeo® core material

The occurrence of mold

Use of an improper, unsupportive foundation

Additional shipping/transportation costs other than stated herein

Staining or issues relating to the mattress being used or stored in an unsuitable or unsanitary condition, or issues arising from the failure to use a washable mattress protector.

The Warranty is deemed Null and Void When:

The product has been subject to misuse, careless treatment, or physical abuse, as determined in our sole discretion

The mattress has not been properly packaged resulting in damage during return shipping to us

The original purchaser cannot provide an original proof of purchase receipt

PLEASE RETAIN A COPY OF THIS WARRANTY AND ORIGINAL SALES RECEIPT FOR FUTURE REFERENCE

Additional Information: If the original mattress model is not available at the time of repair or replacement, Dormeo® reserves the right to offer an alternative model of equal quality or value, in its sole discretion.

If an individual’s body impression found in a Dormeo® mattress is ¾ of an inch or more in depth and IS NOT associated with use of an improper or unsupportive foundation (or other misuse) it may be covered by the warranty. However, 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, whether after short or long-term use of the mattress.

In the event of an authorized product repair or replacement, the Warranty Period will NOT be renewed or extended following the repair or replacement. In short, a repaired or replaced mattress does not reset or in any way alter the Warranty Period duration in connection to subsequent warranty claims, if any.

Mattress Cover Limited Warranty: The mattress cover provided with the mattress is warranted for one (1) year from the original date of purchase to be free of defects in the material or workmanship. Dormeo® will replace or repair a cover at this option within the one year period at no cost to the original purchaser, excluding return shipping costs.

Shipping and Handling Fees: The original purchaser is responsible for all shipping and handling fees for all Dormeo® North America products for any and all warranty claims.

The repair or replacement as provided under this express limited warranty is the exclusive remedy of the consumer and is provided in lieu of all other warranties, express or implied. In no event shall Dormeo® be liable, whether in contract or tort (including negligence) for damages in excess of the purchase price of the product, or for any direct, incidental, special or consequential damages of any kind or loss to the full extent that these damages may be disclaimed by law.

Some provinces do not allow the limitation or exclusion of incidental damages, or limitation on the length of an implied warranty, and so the above limitations or exclusions may not apply to you. This limited warranty gives you specific legal rights that vary from province to province, and you may have other rights which may vary from province to province.

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

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

Topper Warranty

1. OCTAsmart® topper core has 10 years limited warranty and removable topper cover has 1 year warranty for the quality and workmanship of the product. The seller guarantees that we will replace or repair your OCTAsmart®
topper if it is defective due to faulty workmanship or materials, subject to the limitations described in this warranty.
2. 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.
3. In case of product claim, the Seller reserves the right of professional inspection of the topper and might require you to supply photographs of the entire sleeping surface of the topper with any visible faults. Please note the
defective topper must be returned to Seller for inspection to determine the proper remedy, if any, under Warranty. All shipping costs to and from Seller are the sole responsibility of the original buyer, regardless of whether a defect is
confirmed by the Seller or not.
4. Product claims relating to manufacturing errors (sewing errors, eventual stains and other imperfections), which don’t influence the functioning of the topper, must be notified to the Seller within 30 days of topper delivery.
5. The manufacturer does not warrant for topper changes and errors caused by topper use not in accordance with the given instructions and warnings defined in the warranty statement. Claims for topper reparation or topper replacement caused by such errors and by use not in accordance with instructions will not be granted.
6. The warranty is valid from the date of product purchase and valid for 10 years and can be claimed by presenting the original proof of purchase. 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.
7. If you make a valid claim under the guarantee after 2 years from the date of purchase, the seller will provide you with an equivalent replacement topper subject to you paying a percentage of the price of the topper as follows:

Warranty is not valid if:
1. When the product has been a damaged due to misuse, careless treatment or physical abuse such as cuts, tears, burns or liquid stains.
2. When problems are caused that products have not been maintained in accordance with washing and/or care instructions.
3. Problems are a result of misuse, or careless treatment. Due to normal product wear and tear. When the product is not in a hygienic state or when the returned product has not been protected from damage during transport.
4. Product failure is due to causes other than defective workmanship or materials.
5. When the occurrence of mould, dirt and smells is as a result of poor airing.
6. When product has not been opened within one month of the date of delivery.
7. For transportation costs.
8. When the customer cannot supply an original proof of purchase.