Warranty for Ascona mattresses: terms, returns and replacements

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When selecting sleep accessories, you need to focus on many criteria. Such products must meet a number of requirements to ensure comfortable rest throughout the entire period of use. For this reason, such acquisitions are planned in advance, which helps reduce the risk of making a bad purchase.

Attention

It often happens that there is a need to return goods to the store. This can happen for various reasons, for example, the buyer is no longer satisfied with the color of the mattress, its size or the structure of the filling. In addition, we cannot exclude the risk of purchasing low-quality products that have various defects that cannot always be noticed before making a purchase.

This article will help you find the answer to the question of how and in what situations you can return mattresses to the store.

Attention! If you have any questions, you can chat for free with a lawyer at the bottom of the screen or call Moscow; Saint Petersburg; Free call for all of Russia.

Normative base

The time and conditions for returning goods are specified in the articles of Chapter II of the Federal Law “On the Protection of Consumer Rights”. The buyer has the right to claim a replacement of the mattress with a similar product or compensation for his costs in two cases:

• when the product does not meet the buyer’s requirements regarding shape, size, color or configuration;
• if a manufacturing defect or defect has been identified.

Please note:
In the first case, the application is made no later than 14 days after purchase in accordance with Art. 25 ZPPP. In the second, the purchaser can contact the retail outlet with demands for a refund or replacement of the product both before the expiration of the warranty period and subsequently.

In what cases is warranty service terminated?

The warranty is automatically terminated in the following situations:

1. If the product has been subjected to mechanical damage. As a rule, a company may refuse warranty service if there are obvious signs of wear on the surface of the product. For example, the cover was opened and there were cuts.
2. The product was contaminated. Products are not subject to warranty if the product is damaged due to careless handling. It doesn’t matter where the spots are located. For example, to prevent this from happening, you need to use special covers.
3. Operated with violations. The store has the right to refuse to replace the Askona mattress if it was used on the wrong basis.

Before making a purchase, you should carefully read the contract, where all clauses related to warranty and operation are described in detail.

Can a mattress of good quality be returned?

When there are no complaints about the quality of the mattress, and the buyer is not satisfied with it due to some other parameters, one can only claim to replace it with a unit with similar characteristics. In accordance with paragraph 2 of Art. 25 of this law, the seller is obliged to return the money for the purchase within 3 days only if the required product is not available at the time of circulation.

The conditions for returning or replacing goods are as follows:

• the product has not been used and its original appearance, factory label and seals have been preserved;
• the item is not included in the category of goods that cannot be returned or replaced, the list of which is established by Decree of the Government of the Russian Federation of January 19, 1998 N 55.

IMPORTANT
It is possible to return or replace a mattress of proper quality only within 2 weeks after its purchase, which is prescribed in clause 1 of Art. 25 Federal Law “On Protection of Consumer Rights”.

Who is bigger? Manufacturer's Warranties

Market leaders in healthy sleep products usually do not skimp on their promises - their own research laboratories and innovative technologies allow them to be responsible for the quality of their products and provide extended warranties:

• guarantees up to 20 years of trouble-free service of manufactured mattresses (TM Askona and Mediflex - up to 10 years, TM Serta and King Koil - up to 15 years) provided that a branded base is used;
• Ormatek provides guarantees depending on the type of model - from a minimum period of 2 years to an upper limit of 15 years; The Consul holding sets the standard for budget lines from 2 to 7 years, for premium and elite categories - 10-25 years, for spring blocks - 30 years;
• provides an extended warranty of 3 years - during this period, factory defects are eliminated free of charge. In addition, a Dreamline mattress can be exchanged if it is not suitable in terms of hardness or size (the cost of such a service is 10% of the price of the purchased product);
• The factory warranty from Vegas ranges from 18 to 36 months for mattresses, 20 years for spring blocks;
• The world leader Ikea offers favorable conditions for mattress buyers - a warranty period of 25 years and the possibility of exchange within 60-90 days.

As a rule, detailed information about the possibilities of exchange and return is posted on the manufacturer’s official website, however, dealer representatives are also required to provide comprehensive information about warranty obligations and the procedure for action in the event of any defects.

Missed the size? How to return or exchange a mattress without defects

According to the current legislation of the Russian Federation (Law “On the Protection of Consumer Rights” N 2300-1 dated 02/07/1992 (Article 18-26.1) and Decree of the Government of the Russian Federation No. 55 dated January 19, 1998 “List of non-food products of proper quality that cannot be returned or exchange for a similar product of a different size, shape, size, style, color or configuration”) orthopedic mattresses of proper quality are not subject to exchange or return.

However, large manufacturers accommodate customers halfway, offering from 7 to 14 days “to think about it.” If the mattress is not the right firmness or does not fit into the dimensions of the bed, you can exchange it at the dealer. The main condition for such a procedure is the preservation of the integrity of the mattress, its original packaging and a document confirming the purchase. If you are in doubt about your choice, it is better to discuss all the nuances with the seller (stores simply do not accept returns for some models).

Mattresses made to individual measurements can only be returned if there is a manufacturing defect - products of non-standard size cannot be exchanged. The generally accepted standard sizes of orthopedic mattresses are:

• Length – 190, 195, 200 cm;
• Width - 80, 90, 110, 120, 140, 160, 180, 200 cm.

Returning a mattress of inadequate quality

You are allowed to return a low-quality mattress to the store throughout the entire warranty period indicated in the coupon. It is important to ensure that the cashier writes down in this document all the necessary data established by Art. 10 of the Law “On Protection of Consumer Rights”: date and time of transaction, cost and main characteristics of the product. If the exact warranty period was not specified, it is permissible to do this within 24 months from the date of purchase, as stated in paragraph 1 of Article 19 of this law.

It is possible to recognize the quality of a mattress as unsatisfactory if it does not meet the requirements specified in GOST 19917-93, for example, in the following cases:

• there are dents and depressions on the surface that do not coincide with the shape of the body;
• broken springs were detected;
• there is damage to the coating.

It is impossible to replace the product or demand a refund if the mattress contains defects resulting from the actions of the purchaser, namely:

• the integrity of the coating is damaged or there is contamination on it;
• the mattress has lost its original shape as a result of incorrect transportation;
• the product is in an unsanitary condition, which resulted from its use for other purposes;
• decorative elements are torn off;
• there are depressions and dents less than 40 mm deep that appeared after use;
• the accessory has lost its normal shape because it was placed on an inappropriate base, for example, a sofa or armored mesh.

Please note:
An unpleasant odor emanating from the filling or cover cannot be called a manufacturing defect of the mattress, since after a few weeks it will disappear on its own.

What is covered by the factory warranty?

The period from the date of purchase of the orthopedic mattress - the date recorded in the sales receipt and (or) warranty card. When purchasing, it is better to check that these documents are filled out correctly - sometimes sellers forget to put stamps, signatures or dates.

Manufacturers assume responsibility only for manufacturing defects. The warranty does not cover operational wear of the coating and other defects caused by consumers:

• Damaged mattress cover – stains, holes, cuts;
• Torn decorative handles - they are not intended for carrying, but for moving the mattress on a horizontal surface;
• Metal mattress frames deformed as a result of transportation;
• Structural deformations resulting from poor-quality mattress bases (sofas and shell mesh);
• Comfort and height of the mattress;
• Unsanitary condition resulting from improper use;
• Shallow depressions from the body (less than 4 cm).

The presence of an odor is not considered a manufacturing defect - it disappears in 2-4 weeks with periodic ventilation of the room. To speed up the process, the orthopedic mattress can be vacuumed.

You can claim a warranty claim if:

• There are defects in the spring blocks or individual springs;
• There is a factory defect in the fabric coverings;
• The mattress has depressions that do not correspond to the shape of the body.

Return the mattress within 14 days

In accordance with paragraph 1 of Article 25 of this law, you can return or replace a mattress that has no signs of defect within 14 days after its purchase. For this you need the following documents:

• passport;
• sales or cash receipt.

Attention:
If a receipt for a mattress is not available, witness testimony will be required to confirm that the purchase was made. The absence of a cash receipt is not a basis for refusal to satisfy the buyer’s requirements, as indicated by clause 5 of Art. 18.

An important condition for returning the mattress is the preservation of its original appearance, operational properties and the presence of tags, if any.

For your information

The Law “On the Protection of Consumer Rights” does not mention that a passport is required to carry out this procedure. However, in accordance with paragraph 6.1 of Bank of Russia Directive No. 3210-U dated March 11, 2014 “On the procedure for conducting cash transactions,” the cashier has the right to issue funds only after presenting an identity card (when it comes to returning goods and compensating costs to the purchaser).

Possible return options

The buyer has the right to contact the seller to exchange or return a mattress without defects, as well as if a manufacturing defect is detected. The legislation in these two cases establishes different conditions for the procedure for exchanging or returning a product.

Returning a product of proper quality

If there are no complaints about the quality of the product, but it does not suit the shape, size or color, then the consumer, in agreement with the seller, can exchange the mattress for another model , and if there is no suitable option, receive the money back (Article 25 of Law No. 2300-1) . Initially, in the application, the consumer makes a demand to exchange an unsuitable product for another that meets the requirements.

Returning a defective mattress

If, after purchasing a mattress, the product was found to be defective, then in accordance with Art. 18 of Law No. 2300-1, the consumer has the right to demand the exchange of the product for a high-quality model, a reduction in the cost of the product, elimination of defects, as well as a full refund of the purchase price.

Cases in which the product cannot be returned

The buyer will not be able to claim a return of goods in the following cases:

1. The mattress has no defects, and more than 14 days have passed since the date of purchase (exceptions include cases where the consumer was not provided with all the necessary information about the product when completing the transaction (Clause 1, Article 12, Law 2300-1).
2. The product was made to order , and there are no factory defects.
3. Damage to the mattress caused by the consumer.

Under warranty

When a mattress is returned to the store under warranty, in addition to identification and a receipt, a corresponding coupon will be required. In these situations, in accordance with clauses 2,4,5 and 6 of Article 24 of this law, in addition to the amount spent on the goods, the purchaser has the right to demand:

• compensation for losses incurred due to the purchase of products that do not meet quality standards;
• compensation for the difference in cost if, at the time of the announcement of the requirements, such mattresses are valued at a higher price;
• if the goods were purchased under a loan agreement, the applicant is returned not only the principal amount, but also the interest paid.

Additional information
In controversial cases, sellers or consumers have the right to insist on conducting an expert study in accordance with clause 5 of Art. 18 Federal Law “On the Protection of Consumer Rights”, which is paid by the retail outlet. The exception is situations where the goods were damaged due to the fault of the purchaser, in which case the financial costs are borne by them.

Step-by-step instructions for returning a mattress

To return an unsuitable mattress to a store for one reason or another, you will need to visit the retail outlet with your identification card, sales receipt and other documents included with the purchase, namely a warranty card and a receipt. In addition, you need to present the products purchased from him to the seller and draw up a written application addressed to the head of the outlet, which should contain the following data:

1. Full name of the organization where the purchase was made.
2. Applicant's passport details.
3. Characteristics of the disputed product (brand, serial number, etc.).
4. Transaction date and product price.
5. Details of the document confirming the fact of purchase of the goods (receipt or contract).
6. Reasons for return.
7. Required amount of money.
8. Date of application and signature.

Copies of the passport, check or contract are attached to the document. Review of the application takes from 3 to 10 days. If there is a need to send the goods for expert examination, the period is extended to 1 month.

Is it possible to return an anti-decubitus mattress?

Unlike other models, anti-decubitus mattresses are medical products that cannot be exchanged or returned, even if all documents are present and the packaging is sealed. An exception is if, after opening the box, a defect was discovered:

• the material is breathable;
• the compressor does not work;
• defective air inflation hoses;
• incomplete set.

In these cases, you can return the money only for a low-quality product - by filing a complaint before the end of the warranty period.

Mattress return request

If the applicant is denied satisfaction of his demands, he must send a claim to the head of the organization. There is no set form to follow when filling out this document, but it must contain:

• information about the organization where the mattress was purchased (name and legal address);
• circumstances of purchase (date and time);
• cost of the mattress;
• information about the presence or absence of a warranty card and receipt;
• the essence of the problem and the date of its discovery;
• the applicant’s demands (replacement of goods or return of money);
• list of attached documentation.

Additional information
There are often cases when unscrupulous sellers deny that they have received a claim, so it is better to send the document by registered mail with acknowledgment of receipt.

If the organization does not respond to the applicant’s claim, he has the right to file a complaint with Rospotrebnadzor or the consumer rights protection service, as well as file a lawsuit.

You can request a mattress return here.

If the package is opened

If there are no complaints about the quality of the mattress, and the buyer wishes to return it for any other reasons, this can be done provided that the product has not been used, which is stated in paragraph 1 of Article 25 of this law.

IMPORTANT

For this reason, you must not open the packaging or remove stickers and tags. Otherwise, it will be considered that the mattress was used for its intended purpose, and it will not be possible to demand a refund or exchange for a similar one, even if you have a receipt.

Is it possible to return a product of proper quality and within what time frame?

A product that is made with factory defects can be replaced throughout its entire service life , which is covered by the warranty.
If the product is made in accordance with GOST and has no obvious flaws, then a replacement can be carried out according to the law only within 14 days after purchase (provided that the product is not on the list from PP No. 55), this is exactly the time allotted to the buyer to think about it. Not only Askona, but also other companies have their own warranty features. Read about warranty service from such companies and stores as CSN, Apple, Ikea, Bosch, Iqos, Lenovo, Citylink.

Returning a self-inflating mattress

A self-inflating mattress can be returned or exchanged only if its quality is found to be unsatisfactory, or if there are defects or damage, such as punctures or holes. In this case, the applicant will need to prove that the goods were damaged through no fault of his own.

Often, sellers of such products refuse to acknowledge claims, and in this case it is permissible to insist on an examination in accordance with clause 5 of Art. 18 of this law. However, if it is established that the damage to the goods is not the fault of the sellers, the costs will be borne by the applicant.

If the mattress is custom made

When ordering a mattress of a non-standard size, carefully measure the base of the bed - once the acceptance documents have been received and completed, such goods cannot be returned.

According to clause 4 of Article 26 of the PLA, the buyer does not have the right to refuse a high-quality product manufactured taking into account individual requirements. An exception is if a manufacturing defect was discovered upon receipt or during use.

In this case, quality claims are considered on a general basis - after submitting the application in writing and presenting documents confirming the purchase.