Warranty conditions
Your rest, our peace of mind.
If you have purchased a Dupen mattress, you can benefit from our warranty. The mattress is a product that requires basic care so that your sleep remains stable for the lifetime of your mattress.
The requirements for our warranty to be viable for any type of manufacture are:
- Mattresses must be kept in a clean environment.
- Moisture produced by any type of liquid in the mattress is not a manufacturing problem, but a maintenance problem due to not protecting it with an adequate cover.
- Mattresses are products that are developed to support the weight of one or two people in a lying position. It is not recommended to jump on them, because the same weight is concentrated in a smaller area. This may cause deformities in it.
- If the mattress support is not in proper condition, it will affect the mattress, creating deformations that will not be accepted as an incidence of mattress manufacturing.
- The materials of the mattresses, make them have to be supported on one type of support or another:
Pocket spring mattresses:
- They must always be supported on an upholstered base. This will not be a manufacturing problem if the mattress has been placed on a slatted bed base.
- They should be turned at least once a month and rotated at the same time. The durability of the mattress will be greater.
Biconical spring mattresses:
- They can be supported on upholstered bases or slatted bed bases.
- They should be turned at least once a month and rotated at the same time. The durability of the mattress will be greater.
HR mattresses:
- They can be supported on upholstered bases or slatted bed bases.
- They should be turned at least once a month and rotated at the same time. The durability of the mattress will be greater.
HR mattresses with one side of rest:
- They can be supported on upholstered bases or slatted bed bases.
- They should be rotated at least once a month. The durability of the mattress will be greater.
HR mattresses with both sides of rest:
- They can be supported on upholstered bases or slatted bed bases.
- They should be turned at least once a month and rotated at the same time. The durability of the mattress will be greater.
Latex mattresses:
- They must always be supported on slatted bed bases. This will not be a manufacturing problem if the mattress has been placed on upholstered bases.
- They should be turned at least once a month and rotated at the same time. The durability of the mattress will be greater.
Every product must be well cared for.
Take care of your mattress; it takes care of your rest.
Dupen undertakes to provide the years of warranty for each model of mattress for any manufacturing problem, provided that the maintenance conditions set out above are respected. Otherwise, the warranty of any mattress will be invalidated and Dupen will not be responsible for any type of incident arising during the years of warranty of the mattress.
Your rest, our peace of mind. Thank you for purchasing a DUPEN mattress. QUALITY ASSURANCE
Congratulations. You have just purchased a high quality mattress manufactured with the best materials selected to provide maximum comfort and rest. In order to maximize the life of your mattress, we suggest that you follow our Guidelines for mattress use and maintenance.
The mattress is a product that requires basic care so that your sleep remains stable for the lifetime of your mattress.
PERIOD OF VALIDITY OF THE WARRANTY
The warranty is valid for a period of 2 years. Some models have an additional two-year warranty, which can be valid for up to 10 years. The period of validity of the warranty is indicated on the mattress label.
WARRANTY COVERAGE
The warranty covers any physical manufacturing defects in the mattress.
The warranty covers visible and permanent deformation or sagging greater than +/- 2 cm in the core material of the mattress that is not associated with the use of a defective, inadequate or unsupported foundation. The warranty covers structural problems and normal changes in firmness or comfort problems are not covered.
The warranty is only valid if the DUPEN product is used and handled in accordance with these instructions, if no repairs have been carried out on the product by persons not authorized by DUPEN and if it is not proven that the damage to the DUPEN product has been caused intentionally or as a result of improper use.
The mattress should be checked upon delivery for any manufacturing defects before use.
Models with a warranty in addition to the two-year warranty will be prorated as follows:
The 5-year warranties will be reduced by 33.3% per annum of the invoice amount from the third year onwards.
The 10-year warranties will be reduced by 12.5% of the invoice amount after the third year.
The start date of the warranty will be the date shown on the purchase invoice and for any claim the customer must present the original of the invoice.
We remind all our customers to register on the website www.dupen.com the purchase of their mattress. All you have to do is fill in the online form.
When you make a valid warranty claim, DUPEN will replace your product with an equivalent product or repair it. DUPEN will decide whether the product needs to be repaired or replaced. When products are repaired or replaced under warranty, the original warranty period will not be extended.
The warranty is not transferable and only the original purchaser can make a claim.
To file a claim, you must submit/attach the original invoice or receipt and warranty card as proof of purchase, as well as photographs supporting the claim to the email address incidencias@dupen.com.
WHAT IS NOT COVERED BY THE WARRANTY?
Deterioration caused by improper use or incorrect use of the same. (see section “Rules for use and maintenance of the mattress”).
Normal deterioration of the mattress and aging of the fabric due to wear and tear and the passage of time.
Defects due to improper storage or transport at the customer’s expense.
Moisture, mildew or stains caused by excessive bedroom humidity or poor ventilation. Stains on the mattress void the warranty. Liquids can wet the mattress and deteriorate the foam inside. It is not possible to remove a product that is dirty and in unsuitable hygienic conditions.
Variations in measurements. According to the European standard UN/EN 1334, a tolerance of -20 mm, +20 mm in the width or length of the mattress is allowed, as well as a mark in the area where the mattress has been resting for several hours.
Loss of height and firmness in mattresses of up to 15% is acceptable due to the settling of the inner layers of the product.
Deformation of the mattress due to the use of an inappropriate foundation that does not allow the mattress to rest on a flat surface.
The warranty does not include mattresses that have been unzipped within 3 months of purchase. In the case of a manufacturing defect, the tears are generated within a few days of use.
The product will not be considered defective if the customer has not complied with the Rules of use and maintenance of the mattress.
When a DUPEN product has been modified or repaired without DUPEN’s authorization.
RULES FOR USE AND MAINTENANCE OF THE MATTRESS
The requirements for our warranty to be viable for any type of manufacturing are:
- Mattresses must be kept in a clean environment.
- Moisture produced by any type of liquid in the mattress is not a manufacturing problem, but a maintenance problem due to failure to protect the mattress with a suitable waterproof cover.
- Mattresses are products that are developed to support the weight of one or two people in a lying position. It is not recommended to jump on them, because the same weight is concentrated in a smaller area. This may cause deformities in it.
- If the mattress support is not in proper condition, it will affect the mattress, creating deformations that will not be accepted as an incidence of mattress manufacturing.
- Double-sided mattresses should be turned over at least once a month for the first six months and rotated at the same time. After that, repeat every 3 months. Single-sided ones will only need to be rotated. The durability of the mattress will be greater.
- Latex mattresses should always be supported on a slatted bed base to allow the mattress to breathe. Moisture and mildew problems may arise if used on an upholstered base.
Take care of your mattress, it takes care of your rest.
