Warranty
Every product purchased from the online store matraci.bg is offered with a manufacturer’s warranty of at least 2 years. It is important to know that each manufacturer has its own warranty terms, and some manufacturers provide a free extended warranty.
To file a claim, use the form on our website.
The general terms are described below for your convenience, but before requesting a warranty repair, make sure that you are familiar with the warranty terms of the manufacturer of your product.
General terms:
1. Receipt
Upon receiving the ordered goods, make sure that they are in proper condition in the presence of the courier. If you notice damage or stains on the goods, notify the courier, who 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. Claims for damage during transport are not accepted when the shipment has been received and accepted without remarks.
2. Unpacking
When unpacking your mattress or mattress topper, do not use sharp cutting tools. Carefully remove the plastic wrapping and place the mattress on a flat surface. If it was vacuum-rolled, leave it to expand to its normal size and shape within 24 to 72 hours. Every mattress or mattress topper delivered in vacuum-roll form must be unpacked within 30 days of receipt.
3. Proper use
For double-sided mattresses, the use of a bed frame is mandatory, preferably one with wooden slats. Single-sided mattresses and double-size bed frames should be placed on beds with a central support rail (the slat that runs through the middle of the bed) for additional support and to prevent breakage or warping.
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:
- Dimensional deviations in the purchased mattress or mattress topper exceeding +/-2 cm in width, length, or thickness;
- A discrepancy between the purchased product and the product indicated on the label;
- A defect caused by poor workmanship or materials, expressed as irreversible deformation of the mattress or mattress topper core exceeding 3 cm from the straight outer line of the product;
- A defect in the mattress spring unit, such as loosening, breakage, or visible protrusion;
- A defect in the wooden components of the mattress (only for single-sided mattresses) caused by poor workmanship or materials;
- The appearance of mold, mildew, or other contamination on the product, identified upon opening and remaining concealed at the time the product was received
The warranty does NOT cover:
- Damage to the fabric (abrasion and tears) caused by careless moving, storage, disassembly, attempted repair, mechanical stress, or overloading;
- Defects caused by improper use (including continuous sitting at a specific point, resulting in uneven and prolonged stress; overloading beyond the maximum permitted weight/user limit);
- The appearance of mold or mildew on the product due to unnatural humidity conditions, where the mold or mildew was not identified upon the initial unpacking of the product or within the first 30 days of use;
- Stains caused by contamination or burns;
- Personal preferences regarding the perceived softness or firmness;
- Wear-related deformation or deterioration of the fabric (torn quilting threads, stains, shifting of the border, etc.);
- Damage resulting from poor hygiene or physical discrepancies caused by improper use;
- A size ordered incorrectly by the customer (e.g., a mismatch with the bed size);
- Damage to products opened more than 30 days after the delivery date;
- A difference in mattress dimensions within the permissible deviation of up to +/-2 cm in length or width