Warranty

Every product purchased from the matraci.bg online store comes with a manufacturing warranty of at least 2 years. It is important to note that each manufacturer has their own warranty validity conditions, and some manufacturers offer a free extended warranty.

To file a complaint, use the form on our website.

The general provisions are described below for your convenience, but before requesting a warranty repair, please ensure you are familiar with the warranty conditions of your product's manufacturer.

General Provisions:

1. Receipt

Upon receiving the ordered goods, please ensure they are in saleable condition in the presence of the courier. If you notice any damage or soiling on the goods, inform the courier, and they will draw up a Damaged Shipment Report. In such cases, you have the right to refuse the shipment, and we will arrange a replacement with a new product entirely at our expense. Complaints for damage during transport will not be accepted if the shipment was received and accepted without remark.

2. Unpacking

When unpacking your mattress or topper, do not use sharp cutting objects. Carefully remove the plastic wrap and place the mattress on a flat surface. If it was a vacuum-rolled mattress, allow it to expand to its normal size and shape within 24 to 72 hours. Any mattress or topper delivered as a vacuum roll must be unpacked within 30 days of receipt.

3. Proper Use

For double-sided mattresses, the use of a bed base is mandatory, and it is recommended to have wooden slats. Single-sided mattresses and double-sized bed bases should be placed on beds with a central support (the beam that runs through the middle of the bed) for additional support and to prevent breakage/deformation.

Some mattresses may have a specific odor immediately after unpacking. Do not worry, it is harmless. As with any new product, it will dissipate within a few days.

4. Coverage

The warranty covers:

1. Discrepancies in the dimensions of the purchased mattress or topper exceeding a deviation of +/-2 cm in width, length, or thickness;
2. Discrepancy between the purchased product and the one noted on the label;
3. Defect due to poor workmanship or material, expressed as irreversible deformation of the mattress (topper) core by more than 3 cm from the straight external line of the product;
4. Defect in the mattress spring unit - loosening, breakage, or visible protrusion;
5. Defect in the wooden elements of the mattress (for single-sided mattresses only) due to poor workmanship or material;
6. Appearance of mold, mildew, or other contamination of the product, found upon opening and remaining hidden at the time of product receipt

The warranty DOES NOT cover:

1. Damage to the textile (fraying and tears) caused by careless relocation, storage, disassembly, attempted repair, mechanical stress, or overload;
2. Defects caused by improper use (including continuous sitting at a specific point where uneven and prolonged stress occurs; overloading beyond the maximum permissible weight/user);
3. Appearance of mold and mildew on the product due to unnatural humidity conditions, where mold and mildew were not found during the initial unpacking of the product and within the first 30 days of use;
4. Stains from dirt or burns;
5. Preferences for feel of softness and firmness;
6. Operational deformation or wear and tear of the textile (torn quilting threads, stains, shifting of the border, etc.);
   
7. Damage due to poor hygiene or physical incompatibilities resulting from improper use;
8. Incorrect size ordered by the customer (e.g., mismatch with bed size);
9. Damage to products opened more than 30 days from the date of delivery;
10. Discrepancy in mattress size within the permissible deviation of up to +/-2 cm in length or width

Additional information regarding the conditions and warranty period can be found in the Warranty Card of each product:

• Sleepy here
• Zymmo
• Magniflex
• isleep
• Ted Bed
• Nani
• Paradise