About the warranty
We offer a 10 year pro-rata warranty on all manufacturing defects and/or material faults for mattresses and 5 years warranty for all workmanship or material defects in pillows. The product warranty is only available to the Una Mattress customer who originally ordered the product from the Website and does not cover any subsequent owners who may have purchased the product from the original customer. This product warranty entitles the customer the right to free repair or replacement (decided by the Company based on the fault) within the applicable warranty period.
This product warranty entitles the customer the right to free repair or replacement (decided by the Company based on the fault) within the applicable warranty period. If we determine that the fault or defect is covered by this product warranty, we will cover shipping costs for returns and replacements of the product.
Please note that all manufacturing or material defects/faults must be reported to us with six-weeks from the time the issue first arose and before the expiration of the applicable warranty period. All claims after the expiration of the warranty period will be disregarded.
To claim the product warranty, the customer will be required to provide us with the following information:
- Proof of purchase / order number;
- A detailed description of the fault/defect;
- What caused the fault/defect;
- Date when you first observed the fault/defect
In certain circumstances we may require you to send us clear pictures of the defect/issue to enable us to assist you with your claim before we confirm the return of the product. Where we decide to replace the product, we do not represent or warrant that the product will be replaced with an identical product. We will make our best effort to replace the defective product for the nearest possible match in our product range available at the time. Please note that all repaired and replaced products are covered by the same warranty as the product being repaired/replaced. Where we are unable to repair or replace the product under warranty, we will offer you a pro-rata refund in accordance with this Agreement.
What is covered in the product warranty?
The product warranty only covers manufacturing and material defects and damages that cannot be regarded as normal wear and tear from use. Details about what is covered by the warranty and what not will be emailed to you at time of delivery. Please note organic latex foam is the most durable mattress foam you can get and it is extremely rare for there to be a fault. Nevertheless it’s good to know we have got you covered.
What is not covered in the product warranty?
Any accidental or intentional damage caused to the product as a result of any action or omission of the Customer which resulted in the damage is not covered by product warranty. Any damage arising from failure to follow the product care instructions provided on the warranty card. Normal wear and tear from general use of the product over time.
The Una mattress is covered by a pro-rata 10 year limited warranty. In short, we’ll either repair any issue causing the mattress an indent greater than two-and-a-half (2,5) centimeters or, pending on the severity, we’ll replace the mattress entirely for you. We also cover any physical flaw in the mattress that causes our organic foam layers to split or crack despite proper handling and normal usage. Our warranty also extends to the organic mattress cover and any manufacturing defect in the zipper assembly.
Should any of these issues happen to you, please reach out to us for a warranty claim. Our top priority is resolving your issue as swiftly and painlessly as we can.