Warranty

• 3-year warranty
  • The original purchase includes at least one product consisting of a SONPURA mattress, base, headboard, or pillow.
  • The buyer must present the original invoice or purchase receipt.
• Only the original purchaser may use the warranty document.
• The product retains its original label intact.
• This warranty is only valid in the country where the purchase was made.
• Warranty will take effect from the purchase date of the product as stated on the original invoice or purchase receipt.
• This warranty does not affect the right of the purchaser who qualifies as a consumer or user to request, free of charge, the corrective measures established in Royal Legislative Decree 1/2007 of November 16, which approves the consolidated text of the General Law for the Protection of Consumers and Users and other supplementary laws (LGDCU), in the event of a lack of conformity. Such free coverage includes the necessary expenses incurred to bring the products into conformity, particularly shipping, transport, labor, or material costs.

SONPURA guarantees the repair or replacement of the product during the warranty period only in the event of a manufacturing defect, provided that the product has been used properly. The repair or replacement of the product will not alter the validity of the warranty period.

In accordance with Royal Legislative Decree 1/2007 of November 16, which approves the consolidated text of the General Law for the Protection of Consumers and Users and other supplementary laws (LGDCU), this warranty shall not apply in the following cases:

• Deterioration caused by improper use of the product.
• Deterioration resulting from failure to follow the maintenance recommendations provided by SONPURA in this warranty document.
• Deterioration resulting from transportation of the product by the purchaser.
• Wear and tear due to normal use of the product: the appearance of body impressions or marks on new mattresses is normal and indicates that the padding layers are adapting to the user’s anatomy.
• Products showing stains, mold, or moisture.
• Tears in the fabric and/or handles of the product.
• A difference of +/- 20 mm in the width and/or length of the product compared to the advertised measurements, in accordance with the tolerance allowed by European Standard UNE-EN 1334 on dimensional tolerances in bedding products.
• Body impressions equal to or less than 3 cm in depth. The materials used in the padding are designed for adaptation and comfort. These impressions, resulting from mattress use, are completely normal and confirm that the padding is performing its adaptive function correctly.
• Initial odor of materials used in mattress manufacturing: new mattresses may emit a certain smell during the first few days. This odor is not harmful to health and will disappear shortly after proper ventilation.
• Threads: some loose threads may appear as a result of the mattress sewing and stitching process. These threads do not interfere with the normal use of the mattress.
• Noises: the mechanical components of bases may produce slight noise when opened. Such noises are normal and do not interfere with their use.
• Pilling (small fabric balls) on the fabric: fabrics may present small fuzz balls, especially those containing natural fibers. The main cause is friction.
• Comfort preferences.
• Preferences regarding the product height.
• Damage resulting from the use of an unsuitable base.
• Damage caused by circumstances beyond SONPURA’s control such as accidents, liquid spills, burns, atmospheric agents, improper storage, user negligence, etc.
• Products used as display models or purchased “as is” after use by third parties.
• Products in unhygienic conditions that prevent proper inspection without exposing the SONPURA technician to fluids or pathogens potentially hazardous to health.
• Products that have been tampered with by personnel not belonging to SONPURA’s technical service or its authorized distributors.

The purchaser will have a period of 24/48 hours from the date of delivery of the product to claim any visible defects such as stains, scratches, loose stitching, or zippers. After this period, it will be understood that the product has been received in good condition.

To file a claim, you must contact the distributor from whom you purchased the product, by email at contract@sonpura.com.

SONPURA’s technical service will contact the purchaser to inspect the product and assess whether or not there are manufacturing defects. Subsequently, SONPURA’s quality department will determine whether the present warranty applies.

If this warranty is applicable, SONPURA will repair or replace, at its sole discretion, the defective product within a reasonable period of time and free of charge. SONPURA reserves the right to replace the product with another similar product of equivalent or higher value, without guaranteeing that it will be identical to the original.

During the warranty period, the cost of technical service is free of charge, provided that the conditions of this warranty are met.

In the case of claims not covered by this warranty or made outside the warranty period, the technical service will have a cost of €35 (VAT included). The costs of repair, replacement, and transportation of the product will be assessed on a case-by-case basis.

When unpacking the mattress, leave it for a few hours in a ventilated place. We recommend regularly ventilating the room to maintain a healthy environment, prevent humidity, and avoid mold on the mattress.

Settle the padding and extend the durability of your mattress. Rotate it 180º, head to foot and foot to head, once a month during the first two months. Afterwards, rotate it every 6 months.

Protection and cleaning are essential. Extend the life of your mattress by using a good cover. Do not dry-clean it; use a vacuum cleaner or a steam cleaner. For stubborn stains, perform localized cleaning with a stain remover.

A good base. It is essential that the mattress rests on a firm base, new or in good condition, and assembled according to the number of legs required by the manufacturer. The base must be completely dry and cover the entire surface of the mattress.