Dormeo USA

Warranty

Dormeo stands behind its products.

We strive to make the highest quality sleep products available. If there is a manufacturing defect found during the warranty period we will replace the product.

Our warranty claim approval rate in 2020 was 98.3% as long as proof of purchase and pictures of the manufacturing defect are provided.

For a warranty claim please contact our Customer Care Team at

customercare@dormeo-na.com

 

Mattress Warranty

Your new Dormeo® Mattress is covered by a 10-year limited warranty which begins from the original date of delivery. During the Warranty Period, we will repair or replace the Dormeo® Mattress if it is defective due to faulty workmanship or materials.

An original proof of purchase receipt is required for all warranty claims. This warranty is applicable only to the original purchaser of the Dormeo® mattress from authorized retailers and/or direct from Dormeo®. This warranty does not apply to floor models or “demos”.

Body Impressions ¾ of an inch or more in depth that are not associated with use of an improper or unsupportive foundation are covered by the Warranty.

Dormeo® mattresses are designed to work on a firm, solid-surface or adjustable bases. 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. 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. 

The warranty does not apply to:

  1. Normal product wear and tear.
  2. Use of an improper, unsupportive foundation that leads to issues.
  3. 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.
  4. Issues relating to the mattress being used or stored in an unsuitable or unsanitary condition.

The warranty is deemed null and void when:

  1. The product has been subject to misuse, careless treatment, or physical abuse.
  2. The original purchaser cannot provide an original proof of purchase receipt.

Additional Information:

  1. All warranty claims must be submitted in writing to Dormeo® via our Customer Care email (customercare@dormeo-na.com).  Please include the issue you are having, original proof of purchase and any pictures of the defect. This information will be used to best assess how to help you.
  2. If the original mattress model is not available at the time of repair or replacement, Dormeo® will offer an alternative model of equal value.
  3. In the event of an authorized product repair or replacement, the Warranty Period will not be renewed or extended following the repair or replacement. 

    Mattress Cover Limited Warranty:

    The mattress cover provided with the mattress is warranted for one (1) year from the original date of delivery. Dormeo® will replace or repair a cover at its option within the one year period at no cost to the original purchaser.  The cover must be free of stains in order to be considered for warranty replacement, therefore, we recommend using a waterproof, breathable mattress protector. 

    Topper Warranty

    Your new Dormeo® topper has an 10-year limited warranty and the removable cover has 1-year warranty for the quality and workmanship of the product. We will replace or repair your Dormeo® topper if it is defective due to faulty workmanship or materials.

    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.

    We may require you to supply photographs of the entire sleeping surface of the topper with any visible defects.

    We do not warrant for issues caused by the topper being used other than how it was intended (on a supportive base). 

    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.

    Warranty is not valid if:

    1. The product has been a damaged due to misuse, careless treatment or physical abuse such as cuts, tears, burns or liquid stains.
    2. Problems caused by products not being maintained in accordance with washing and/or care instructions.
    3. The product is not in a hygienic state (has stains) or has not been protected from damage, hence we recommend a waterproof, breathable mattress protector.
    4. Product failure due to causes other than defective workmanship or materials.
    5. The occurrence of mold, dirt and smells is as a result of not using a waterproof, breathable mattress protector.
    6. When product has not been opened within one month of the date of delivery.
    7. The original purchaser cannot provide an original proof of purchase receipt.