Warranty, Returns and Cancellation Policy
It takes time to get used to your new mattress. With replacing your mattress, it is common for it to feel uncomfortable during the first period of use. So give your new Siel mattress some time (2-4 weeks) to adjust to the curves of your body and your sleeping position. You have the right to return the mattress within 14 calendar days from the day you received it (provided the product is in its unopened commercial packaging and accompanied by the receipt). In this case, the cost and responsibility of transport are borne by the customer.
Please ensure that the mattress is properly packaged so that the mattress is received in perfect condition (no stains, damage, etc.), so that after the quality control, you can be credited.
Terms of guarantee and mattress care
The loss of height of your mattress up to 2.5cm from its original height is not considered a defect and is within the normal behaviour of materials. It is very important that the measurement is done correctly so that the results are accurate. Like any new product, your mattress has the characteristic new smell, which is perfectly normal, is not considered a defect and will disappear after a few days.
1)Place your mattress on a correct base. The wrong base, such as chrome with large gaps of more than 3cm between the woods or MDF without a central support that bends, will cause damage to the mattress, which is not covered by the warranty. If your mattress is larger or smaller than the bed, a replacement cannot be made. However, a dimensional correction can be made at your expense.
2)The mattress should not be washed or wetted. If your mattress gets dirty, remove the tencel cover and wash it at 30°.
3) Your mattress absorbs your body odour, so you need to air it regularly. Ventilation of the room is also essential. Mould is not covered by the warranty.
4) Do not bend mattresses with springs. 100% Latex mattresses have more flexibility when transporting them. Always remember that, for the warranty to be valid, you must consistently follow the instructions for correct use.
5) Do not touch very heavy objects, do not bounce (trampoline), do not stand upright on the mattress, there is a risk of permanent damage, which is not covered by the warranty.
6) The mattress warranty is 5 years and is staggered as follows: 0-2 years 100%, 2-3 years 30% customer participation in the repair value, 3-4 years 50% customer participation in the repair value, 4-5 years 70% customer participation in the repair value. The above warranty does not apply to mattress pads and mattress protectors.
- The warranty covers mattress manufacturing defects or material failure.
- The warranty does not cover changes depending on the comfort of the mattress you have chosen and personal preferences (e.g. softer, harder) or errors in dimension selection for which the customer is responsible.
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The cost of the repair will be borne by the company, according to the above breakdown of participation in the repair value. If the problem is due to misuse, then the cost of repair and transportation will be borne by the customer. If it is deemed necessary that the mattress needs to be transported to the company, it is essential that the mattress sent for repair is placed in protective packaging that fully covers it to protect it from possible stains and moisture. The cost of transport on return is in any case borne by the customer. The company is not responsible if the mattress is soiled or damaged during transport. A very dirty mattress will lose its warranty. If upon inspection it is determined that the problem is covered by the warranty, it will be repaired or replaced if your mattress is deemed beyond repair and will be shipped at our expense to the original delivery address. If upon inspection of the product, it is determined that there is no defect, or that the defect is due to either misuse of the product or poor condition of the base (see 1), the mattress is not covered under warranty.
If you wish to have the existing mattress repaired, please contact us to inquire about charges. The warranty does not cover damage from burns (cigarette, iron, etc.), misuse or malfunction of a thermal blanket, or tearing of the fabric by a sharp object. It also does not cover a mattress on which mould stains have formed, which are mainly caused by moisture in the surrounding area.
Returns accepted:
In layers and overlays of the following dimensions.
70×140, 60×120, 80×200, 90×200, 100×200, 120×200, 150×200, 160×200 cm.
No returns are accepted:
1) In Pillows, Protective
2) In layers of special dimensions. Special dimensions are all dimensions other than those mentioned above.
Accepted cancellations
Cancellation of your order can be made within the same day. Once the order has been confirmed and the order has proceeded to manufacture, it cannot be cancelled.
