Warranties and Recommendations

– All products are covered by the Colunex Warranty, without prejudice to the legal guarantee.

– The legal guarantee does not apply to damage or lack of conformity of the outer packaging of the product, as long as its quality and condition are not compromised. Any damage to the outer packaging is due to handling during shipping and delivery of the order.

Mattresses

Warranties

Before using your mattress, carefully read these instructions:

– Use a good bed base. Its use is fundamental for a better conservation of your mattress.

– Check the leveling/alignment of the bed once a year.

– Support the entire mattress on the bed base.

– If the mattress has a removable cover, remove and wash it, according to the washing instructions (check the label on the cover).

– In case of needing to transport and/or store the product, it is mandatory that it is always done horizontally. Never try to fold the mattress.

– The products in this document are intended for intimate and personal use and are not exchangeable.

Recommendations

– During the first months of use, there may be a slight sagging of the padding, which means the mattress is adapting to your body structure. This situation is perfectly normal. To speed up the stabilization of the materials, you should rotate the mattress more frequently. After this time, you should switch to a rotation every 3 months (see mattress rotation label).

– Colunex products are odorless. When installing the product, only the “new” odor, a natural condition, can be noticed from the opening of the packaging (we recommend aerating the mattress).

– Although all Colunex mattresses have hypoallergenic and antibacterial treatment, we recommend the use of a mattress protector.

– If, by accident, you spill liquid on the mattress, place it in an airy place and never turn the wet part downwards.

– All of our materials are subject to the most rigorous conformity tests that guarantee us the final quality of the product. However, for reasons of hygiene and longevity, we recommend that you change the mattress maximum each 15 years.

– Avoid rotating the mattress alone. Doing so can result in physical injury or damage to the mattress.

– In models with a removable cover, remove and sanitize it (according to washing rules described on the cover itself), for better ventilation and conservation of the product.

General warranty conditions:

– Fabrics and Coatings: 2 years

– Core: 15 years pro-rata

Pro-Rata Warranty:

In the case of a justified claim after the end of the full warranty period (2 or 5 years depending on the mattress model), Colunex will supply a similar mattress, upon payment of a percentage of the mattress price *, as shown in the table below:

5 years pro-rata: (2 years full warranty + 3 years limited warranty)

– 0-2 years: Full warranty

– Year 3: Warranty reduced by 35% – Payment of 35% of the price of the new mattress *

– Year 4: Warranty reduced by 70% – Payment of 70% of the price of the new mattress *

– Year 5: Warranty reduced by 95% – Payment of 95% of the price of the new mattress *

* The price of the replacement mattress will be the public price practiced in the country at the time the claim is made.

 

10 years pro-rata: (5 years full warranty + 5 years limited warranty)

– 0-5 years: Full warranty

– Year 6: Warranty reduced by 20% – Payment of 20% of the price of the new mattress *

– Year 7: Warranty reduced by 40% – Payment of 40% of the price of the new mattress *

– Year 8: Warranty reduced by 60% – Payment of 60% of the price of the new mattress *

– Year 9: Warranty reduced by 80% – Payment of 80% of the price for the new mattress *

– Year 10: Warranty reduced by 95% – Payment of 95% of the price of the new mattress *

* The price of the replacement mattress will be the public price practiced in the country at the time the claim is made.

 

15 years pro-rata: (5 years full warranty + 10 years limited warranty)

– 0-5 years: Full warranty

– Year 6: Warranty reduced by 10% – Payment of 10% of the price of the new mattress *

– Year 7: Warranty reduced by 20% – Payment of 20% of the price of the new mattress *

– Year 8: Warranty reduced by 30% – Payment of 30% of the price of the new mattress *

– Year 9: Warranty reduced by 40% – Payment of 40% of the price for the new mattress *

– Year 10: Warranty reduced by 50% – Payment of 50% of the price of the new mattress *

– Year 11: Warranty reduced by 60% – Payment of 60% of the price of the new mattress *

– Year 12: Warranty reduced by 70% – Payment of 70% of the price for the new mattress *

– Year 13: Warranty reduced by 80% – Payment of 80% of the price for the new mattress *

– Year 14: Warranty reduced by 90% – Payment of 90% of the price for the new mattress *

– Year 15: Warrantyd reduced by 100% – Payment of 100% of the price of the new mattress *

* The price of the replacement mattress will be the public price practiced in the country at the time the claim is made.

 

This warranty applies to:

– Abnormal sagging, despite the correct use of the mattress on a bed base or slats in good condition. Abnormal sagging are understood to mean a height loss of more than 15% between zones.

– Manufacturing defects, including damage to the mattress cover and coating. In models with a removable cover, if only the cover is defective, we reserve the right to send only a new cover for replacement, with the mattress core remaining intact. Given the regular use of the product, the warranty of fabrics and coverings does not extend to the natural wear of the cover during its period of use.

– The mattress does not acquire the correct size, after receipt and unpacking. Colunex products comply with the European standard UNE-EN 1334 regarding tolerances in measures for rest products of +/- 2cm (this 2cm margin applies to the length, width and height of the mattress).

– The consumer has legal rights and these rights are not affected by this warranty.

This warranty does not cover:

– Normal wear and tear of the product, resulting from its regular use;

– Incorrect use of the product;

– Any incompatibility problem between the bed and the mattress;

– Detrition due to misuse, cuts or scratches;

– Any damage (mold, odor, discoloration, etc.) caused by the presence of moisture, excessive heat or inadequate ventilation;

– Presence of body fluids or unidentified spots;

– Improper transportation, installation or storage of the product.

Conditions for using the warranty:

– It is mandatory for the validity of the warranty, that the specific instructions and conditions are respected;

– Breaking the warranty seal placed on the inner mattress cover (on models with a removable cover), results in the immediate loss of the product warranty;

– Any intervention in the product by non-Colunex technicians, will result in the loss of the Product Warranty;

– This warranty is only valid when accompanied by proof of original sale (invoice).

How do I make a warranty claim?

– In case the purchase was made directly in one of our Colunex stores, contact the Colunex After-Sales Service: spv@colunex.pt

– If the purchase was made at an authorized reseller, initially contact the reseller. If the reseller is no longer in business or is no longer an authorized Colunex reseller, please contact us directly.

– Present the original invoice or purchase receipt as proof of purchase.

Technical services:

– The repair cost out of the warranty period will be determined after checking the case.

 

Pillows

Anatomic Pillow

Warranty

– The warranty of the filling (perforated mini-tubes) is of 5 years; the coating warranty is 2 years; Both start on the date of issue of the sales document (invoice or cash sale) and are validated by it.
– Purchase document is required as proof of purchase from Colunex.
– The warranty covers defects in production and material.
– The warranty does not cover situations related to normal wear and tear of the product, particularly the coating.
– This warranty is valid in the country of purchase of the good. The consumer benefits from the rights defined in the law of the country of purchase and such rights are not affected by this warranty.

Using advices

Advices to increase your comfort and the durability of the product:

– The height of the pillow may vary depending on the accommodation of the tubes inside. The farther back is the pit in which the head will be accommodated, the higher the pillow will be.
– The ideal accommodation will exist when you lie down.
-Following this advice, you will get the correct support of the cervical region and consequently, the correct body posture. 
-The label on the pillow identifies summer and winter faces, so you can choose a fresher or cosier side to lie, respectively.

Other pillows

– All cushions are covered by the 2 year manufacturer’s warranty.

– The warranty only covers manufacturing defects, not covering situations related to normal wear and tear of the product, resulting from its regular use;