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Eve 10 year mattress warranty

We are proud to offer a 10 Year warranty on our mattress as it meets the highest standards for domestic use. Please note that this warranty is provided free of charge and in addition to the rights given to you by the law.

Our 10 year mattress warranty is governed by and subject to the terms and conditions stated below.

So …what does the warranty cover?

This warranty covers the following defects in materials and workmanship of an eve mattress that has at all times only been in normal domestic use and treated in accordance with our eve mattress FAQ

  • Spring unit failure.
  • Side stitching coming apart.
  • Deterioration which causes the mattress to have a visible indentation or sag greater than 2.5cm, as long as that indentation or sag has not resulted from use of an improper or unsupportive foundation as described in the eve FAQ.
  • Any physical flaw in the mattress that causes the foam material to split or crack, as long as the mattress has not been handled improperly.
  • Concerning the mattress cover only, any manufacturing defect in the zipper assembly or the fabric of the mattress cover. As noted below, a defect relating to the mattress cover alone will not entitle you to a replacement eve mattress, just the cover itself.
  • Transit damage reported at the time of delivery

Please retain a copy of your order confirmation as proof of purchase. You’ll need this to make a claim, without it we reserve the right to reject any claim under this warranty.

Please also note that the warranty is for the benefit of the original purchaser only and is not transferrable at resale.

And …what the warranty does not cover?

If it does not fall into one of the categories above in the 'So…what does the warranty cover?' section, then it is not covered by our warranty.

By way of example of what is not covered, please see the following list (although there can be other things too which are not covered):

  • Our mattresses are designed to work to their optimum level when paired with our bedstead. A mattress which fails having been used on a non-compatible base as described in the FAQs, or a bedstead where the gaps between the slats are greater than 70mm, will not be protected under the terms of this warranty.
  • This warranty does not apply to natural settlement of filings.
  • occurrence.
  • Products which have not been maintained in accordance with washing and/or care instructions supplied.
  • Comfort preference.
  • Use other than normal domestic use.
  • Physical abuse or damage to the mattress which causes defects such as burns, cuts, tears, liquid damage or stains.
  • Exposure to cold temperatures for a period of time that causes the materials to tear or permanently deform.
  • Mould, dirt or smells resulting from poor mattress care. More information can be found in the FAQs.
  • Any claim made other than for the benefit of the original purchaser.
  • Replacement of an eve mattress due to defective cover. If you purchase a mattress and only the cover is defective (and not the mattress), we will only replace the cover and not the whole mattress.
  • FAQs
  • Any mattress (whether manufactured by Eve or not) sold by a reseller who is not an authorised eve sleep reseller at the time of purchase.
  • Any mattress not opened within one month of the date of delivery.
  • Any mattress sold “as-is”, “preconditioned”, “reconditioned”, “used”, “comfort return”, “returned”, “previously owned”, or any other similar wording indicating that the mattress is not “new” or of “first quality”, or has previously been purchased or used by someone else.
  • Any claim against this warranty that is not made by contacting Customer Service at hello@evemattress.co.uk.
  • Any claim against this warranty that does not follow the process for making claims outlined in “What should you do if you believe you have a claim under the warranty?"
  • We reserve the right to refuse to collect and/or dispose of any unsanitary mattress.

When does the warranty start?

The warranty starts on the date of delivery of the mattress and lasts until the end of 10 years from that date.

What should you do if you believe you have a claim under the warranty?

If you believe there is a defect which is covered by this warranty, you should get in touch with our customer service team and they will:

  • Ask you to submit a copy of your order confirmation as proof of purchase.
  • Ask for a description and any evidence of the defect which you believe is covered by the warranty.
  • Require you to supply photographs of the entire sleeping surface of the mattress and any visible faults. Failure to send photographs of the defect may result in a replacement being delayed or the mattress not being replaced.

Based on the evidence provided, our customer service team will decide if eve will cover the return shipping costs and any associated testing, which may include sending a technician to the mattress location. If eve does not cover these costs and you incur them yourself, in the event of a successful claim, eve will reimburse any reasonable costs of return shipping and any associated testing incurred by you (subject to you providing adequate proof of such costs being properly incurred).

We will then arrange pick up for your defective mattress or in the case of a replacement cover arrange for the delivery of a replacement cover to you.

What do we do when we get all this from you?

Any evidence we receive regarding the potential warranty claim, including the mattress itself in some cases, will be cross-examined and evaluated by eve. When we have received the evidence we need to do so, we will decide at our sole, reasonable discretion if your claim is covered under the warranty.

If we determine your claim is covered by the warranty, we will:

  • At our sole discretion, either repair the defective mattress at our cost or replace it with the same or a comparable mattress at our cost;
  • reimburse you for any reasonable costs of return shipping and any associated testing incurred by you (subject to you providing adequate proof of such costs being properly incurred); and
  • ship the repaired or replaced mattress back to you at our cost - please note that delivery of replaced or repaired mattresses is only available to the country to which the original order was delivered.

If we determine that your claim is not covered by the warranty, we will ask you if you want us to return the mattress to you (at your cost) or dispose of the mattress (at our cost). If we do not hear from you within 30 days of such notification we shall dispose of the mattress (at our cost).

What if you have a valid claim under the warranty and you want an upgraded mattress? If you have a valid claim under the warranty and you want to replace a defective mattress with a more expensive eve mattress, then please email us at hello@evemattress.co.uk. In these circumstances, you will be required to pay the difference between the original list price of the mattress and the list price of the upgrade mattress at the time of the upgrade.

Please note that delivery of upgraded mattresses under this warranty is only available to the country to which the original order was delivered.

What warranty applies to a replaced or repaired mattress or an upgrade mattress?

A replaced or repaired mattress you may receive following a successful claim under this warranty is subject to the same limited mattress warranty as the original mattress and retains the original warranty period – i.e. 10 years from the date of delivery of the original mattress. For example, if you obtain a replaced or repaired mattress that is the same style and price as the original mattress, then the warranty period of the replaced or repaired mattress begins from the date of delivery of the original mattress.

What if I only want a refund?

This warranty does not give you the right to get a refund. The warranty only covers replacements, repairs and upgrades for successful warranty claims.

Who operates this warranty and where should you send the mattress and other items you have to provide to claim on the warranty?

The warranty is operated by:

Eve Sleep PLC at North Yard 2, Interchange Atrium, The Stables Market, Chalk Farm Rd, Camden, London, NW1 8AH.

Please contact our Customer Service at hello@evemattress.co.uk to initiate a warranty claim. We cannot take into account any other channels for a valid warranty claim.

Our customer service team will arrange the collection for the customer at a location of the customer’s choice in the country to which the original order was delivered.

Eve 3 Year Filled Bedding Warranty

We are proud to offer a 3 year warranty on our filled bedding products as it meets the highest standards for domestic use. Please note that this warranty is provided free of charge in addition to the rights given to you by law.

Our 3 year filled bedding warranty is governed by and subject to the terms and conditions stated below.

So …what does the warranty cover?

  • Filling escaping from the product, migration of fillings or clumping of filling that cannot be rectified with plumping
  • Any physical flaw in the pillow that causes the foam material to split or crack, provided that the pillow has not been handled improperly.
  • Concerning the pillow cover only, any manufacturing defect in the zipper assembly or the fabric of the cover. A defect relating to the cover alone will not entitle you to a replacement pillow, just the cover itself.
  • Popper/button breakage.
  • Any manufacturing defect in the materials or workmanship of the product.
  • Please retain a copy of your order confirmation as proof of purchase. You’ll need this to make a claim, without it we reserve the right to reject any claim under this warranty. Please also note that the warranty is for the benefit of the original purchaser only and is not transferrable at resale.

And …what the warranty does not cover?

If it does not fall into one of the categories above in the ‘So… what does the warranty cover?’ section, then it is not covered by the warranty. By way of example of what is not covered, please see the following list (although there can be other things too which are not covered):

  • Any normal wear and tear of the materials.
  • Comfort preference.
  • Normal increases in softening and settling of materials, or any other normal wear and tear Abnormal use.
  • Use other than normal domestic use.
  • Physical abuse or damage to the product which causes defects such as burns, cuts, tears, liquid damage or stains.
  • Exposure to cold temperature for a period of time that causes the materials to tear or permanently deform.
  • Mould, dirt or smells resulting from poor product care.
  • Any claims made other than for the benefit of the original purchaser.
  • Any product (whether manufactured by eve or not) sold by a reseller who is not an authorised eve sleep reseller at the time of purchase.
  • Any product sold “as-is”, “preconditioned”, “reconditioned”, “used”, “comfort return”, “returned”, “previously owned”, or any other similar wording indicating that the product is not “new” or of “first quality”, or has previously been purchased by someone else.
  • Any claim against this warranty that is not made by contacting Customer Service at hello@evemattress.co.uk.
  • Any claim against this warranty that does not follow the process for making claims outlined in “What should you do if you believe you have a claim under the warranty?”

When does the warranty start?

The warranty starts on the date of delivery of the product and lasts until the end of 3 years from that date.

What should you do if you believe you have a claim under the warranty?

If you believe there is a defect which is covered by this warranty, you should get in touch with our customer service team and they will:

  • Ask you to submit a copy of your order confirmation as proof of purchase.
  • Ask for a description and any evidence of the defect which you believe is covered by the warranty.
  • Require you to supply photographs of the entire sleeping surface of the product and any visible faults. Failure to send photographs of the defect may result in a replacement being delayed or the product not being replaced.
  • Based on the evidence provided, our customer service team will decide if eve will cover the return shipping costs and any associated testing. If eve does not cover these costs and you incur them yourself, in the event of a successful claim, eve will reimburse any reasonable costs of return shipping and any associated testing incurred by you (subject to you providing adequate proof of such objects being properly incurred).

We will then arrange to pick up your defective product and, in the case of a replacement, arrange for the delivery of a replacement to you.

What we do when we get all this from you?

Any evidence we receive regarding the potential warranty claim, including the product itself in some cases, will be cross-examined and evaluated by eve. When we have received the evidence we need to do so, we will decide at our sole, reasonable discretion if your claim is covered under the warranty.

If we determine that your claim is covered by the warranty, we will:

  • (at our sole discretion) either repair the defective product at our cost or replace it with the same or a comparable duvet at our cost;
  • reimburse you or any reasonable costs of return shipping and any associated testing incurred by you (subject to you providing adequate proof of such costs being properly incurred); and
  • ship the repaired or replaced product back to you at our cost – please note that delivery of replaced or repaired product is only available to the country which the original order was delivered.
  • If we determine that your claim is not covered by the warranty, we will ask you if you want us to return the product to you (at your cost) or dispose of it (at our cost). If we do not hear from you within 30 days of such notification we shall dispose of the product (at our cost).

What if you have a valid claim under the warranty and you want an upgraded product?

If your product is covered by the warranty and you want to replace it with a more expensive eve product, then please email us at hello@evemattress.co.uk . You will be required to pay the difference between the original purchase price and that of the upgrade.

What warranty applies to a replaced or repaired product?

Any replaced or repaired product you may receive following a successful claim under this warranty is subject to the same limited duvet warranty as the original product and retains the original warranty period – i.e. 3 years from the date of the delivery of the original product. For example, if you obtain a replaced or repaired product that is the same style and price as the original, then the warranty period of the replaced or repaired product begins from the date of delivery of the original.

The warranty is operated by:

Eve Sleep PLC at North Yard 2, Interchange Atrium, The Stables Market, Chalk Farm Rd, Camden, London, NW1 8AH.

Please contact our Customer Service at hello@evemattress.co.uk to initiate a warranty claim. We cannot take into account any other channels for a valid warranty claim.

Eve 5 Year Furniture Warranty

We are proud to offer a 5 year warranty on our furniture as it meets the highest standards for domestic use. Please note that this warranty is provided free of charge and in addition to the rights given to you by law.

Our 5 year furniture warranty is governed by, and subject to, the terms and conditions stated below.

So …what does the warranty cover?

This warranty covers defects in materials and workmanship of eve furniture that has at all times only been in normal domestic use and treated in accordance with our eve FAQs. The warranty covers:

  • Defects in manufacturing and workmanship
  • Structural defects including splits in timber and loose joints
  • Spring rails breakage
  • Fabric defects because of transit damage which are reported within 2 weeks

Please retain a copy of your order confirmation as proof of purchase. You’ll need this to make a claim. Without it we reserve the right to reject any claim under this warranty.

Please also note that the warranty is for the benefit of the original purchaser only and is not transferable at resale.

And …what does the warranty not cover?

Anything that does not fall into one of the categories above in the 'So…what does the warranty cover?' section, is not covered by our warranty.

By way of example, please see the following list (although there can be other things too which are not covered):

  • If the timber has been subject to adverse moisture
  • If there is evidence of product abuse, misuse or use in a non-domestic environment
  • If the product has not been properly maintained in accordance with care instructions
  • If the product is in an unsanitary condition (for example, soiled or damaged by pets). We reserve the right to refuse to collect and/or dispose of any unsanitary product
  • Any claim made other than for the benefit of the original purchaser
  • If the product (whether manufactured by eve or not) is sold by a reseller who is not an authorised eve sleep reseller at the time of purchase.
  • Any claim against this warranty that is not made by contacting Customer Service at hello@evemattress.co.uk
  • Any claim against this warranty that does not follow the process for making claims outlined in “What should you do if you believe you have a claim under the warranty?"

When does the warranty start?

The warranty starts on the date of delivery of the product and lasts until the end of 5 years from that date.

What should I do if I believe I have a claim under the warranty?

If you believe there is a defect which is covered by this warranty, you should get in touch with our customer service team and they will:

  • Ask you to submit a copy of your order confirmation as proof of purchase
  • Ask for a description and any evidence of the defect which you believe is covered by the warranty
  • Require you to supply photographs of the entire product and any visible faults. Failure to send photographs of the defect may result in a replacement being delayed or the product not being replaced

Based on the evidence provided, our customer service team will decide if eve Sleep PLC will cover the return shipping costs and any associated testing, which may include sending a technician to the product location. If eve Sleep PLC does not cover these costs and you incur them yourself, in the event of a successful claim, eve Sleep PLC will reimburse any reasonable costs of return shipping and any associated testing incurred by you (subject to you providing adequate proof of such costs being properly incurred).

We will then arrange to pick up your defective product and, in the case of a replacement, arrange for the delivery of a replacement to you.

What do we do when we get the evidence from you?

Any evidence we receive regarding the potential warranty claim, including the product itself in some cases, will be cross-examined and evaluated by eve. When we have received the evidence we need to do so, we will decide at our sole, reasonable discretion if your claim is covered under the warranty.

If we determine your claim is covered by the warranty, we will:

  • At our sole discretion, either repair the defective product at our cost or replace it with the same or a comparable product at our cost;
  • Replace components as opposed to whole product in cases where only a component is deemed faulty
  • reimburse you for any reasonable costs of return shipping and any associated testing incurred by you (subject to you providing adequate proof of such costs being properly incurred);
  • ship the repaired or replaced product back to you at our cost. Please note that delivery of replaced or repaired product is only available to the country to which the original order was delivered.
  • If we determine that your claim is not covered by the warranty, we will ask you if you want us to return the product to you (at your cost) or dispose of the product (at our cost). If we do not hear from you within 30 days of such notification we shall dispose of the product (at our cost).

What if I only want a refund?

  • This warranty does not give you the right to get a refund. The warranty only covers replacements, repairs and upgrades for successful warranty claims.

Who operates this warranty and where should I send the product and other items I have to provide, to claim on the warranty?

  • The warranty is operated by eve Sleep PLC at North Yard 2, LABS Atrium, The Stables Market, Chalk Farm Rd, Camden, London, NW1 8AH
  • Please contact our customer service team at hello@evemattress.co.uk to initiate a warranty claim. We cannot take into account any other channels for a valid warranty claim.
  • Our customer service team will arrange a collection time for you (the customer) at a location of your (the customer’s) choice in the country to which the original order was delivered.

Eve 2 Year Textiles Warranty

We are proud to offer a 2 year warranty on our textile products as they meet the highest standards for domestic use. Please note that this warranty is provided free of charge in addition to the rights given to you by law.

Our 2 year textile warranty is governed by and subject to the terms and conditions stated below.

So… what does the warranty cover?

This warranty covers the defects in materials and workmanship of an eve textile product that has at all times only been in normal domestic use. The warranty also covers popper or button breakage.

Please retain a copy of your order confirmation as proof of purchase. You’ll need this to make a claim, without it we reserve the right to reject any claim under this warranty. Please also note that the warranty is for the benefit of the original purchaser only and is not transferrable at resale.

And… what does the warranty not cover?

If it does not fall into one of the categories above in the ‘So… what does the warranty cover?’ section, then it is not covered by the warranty. By way of example of what is not covered, please see the following list (although there can be other things too which are not covered):

  • If there’s evidence of product abuse, misuse or use other than domestic.
  • If the product is in an unsanitary condition (for example, caused by pets).
  • If you’ve bought a whole matching range of bedding, then only the faulty item will be covered.
  • Any loss suffered as a result of not being able to use the product, or any loss over and above the purchase price of the original item
  • Servicing, inspecting or cleaning of the product due to failure to follow the manufacturer's instructions.
  • Use other than normal domestic use.
  • Mould, dirt or smells resulting from poor product care.
  • Any normal wear and tear of the materials.
  • Comfort preference.
  • Abnormal use.
  • Any claims made other than for the benefit of the original purchaser.
  • Any textile product (whether manufactured by eve or not) sold by a reseller who is not an authorised eve sleep reseller at the time of purchase.
  • Any textile product sold “as-is”, “preconditioned”, “reconditioned”, “used”, “comfort return”, “returned”, “previously owned”, or any other similar wording indicating that the product is not “new” or of “first quality”, or has previously been purchased by someone else.
  • Any claim against this warranty that is not made by contacting Customer Service at hello@evemattress.co.uk.
  • Any claim against this warranty that does not follow the process for making claims outlined in “What should you do if you believe you have a claim under the warranty?”

When does the warranty start?

The warranty starts on the date of delivery of the product and lasts until the end of 2 years from that date.

What should you do if you believe you have a claim under the warranty?

If you believe there is a defect which is covered by this warranty, you should get in touch with our customer service team and they will:

  • Ask you to submit a copy of your order confirmation as proof of purchase.
  • Ask for a description and any evidence of the defect which you believe is covered by the warranty.
  • Require you to supply photographs of the entirety of the product and any visible faults. Failure to send photographs of the defect may result in a replacement being delayed or the product not being replaced.

Based on the evidence provided, our customer service team will decide if eve will cover the return shipping costs and any associated testing. If eve does not cover these costs and you incur them yourself, in the event of a successful claim, eve will reimburse any reasonable costs of return shipping and any associated testing incurred by you (subject to you providing adequate proof of such objects being properly incurred).

We will then arrange to pick up your defective product and, in the case of a replacement, arrange for the delivery of a replacement to you.

What we do when we get all this from you?

Any evidence we receive regarding the potential warranty claim, including the product itself in some cases, will be cross-examined and evaluated by eve. When we have received the evidence we need to do so, we will decide at our sole, reasonable discretion if your claim is covered under the warranty.

If we determine that your claim is covered by the warranty, we will:

  • at our sole discretion) either repair the defective product at our cost or replace it with the same or a comparable product at our cost;
  • reimburse you or any reasonable costs of return shipping and any associated testing incurred by you (subject to you providing adequate proof of such costs being properly incurred); and
  • ship the repaired or replaced product back to you at our cost – please note that delivery of replaced or repaired products are only available to the country which the original order was delivered.

If we determine that your claim is not covered by the warranty, we will ask you if you want us to return the product to you (at your cost) or dispose of the product (at our cost). If we do not hear from you within 30 days of such notification we shall dispose of the product (at our cost).

What if you have a valid claim under the warranty and you want an upgraded product?

If your product is covered by the warranty and you want to replace it with more expensive alternative, then please email us at hello@evemattress.co.uk . You will be required to pay the difference between the original purchase price and that of the upgrade.

What warranty applies to replaced or repaired products?

Any replaced or repaired product you may receive following a successful claim under this warranty is subject to the same limited warranty as the original purchase and retains the original warranty period – i.e. 2 years from the date of the delivery of the original product. For example, if you obtain a replaced or repaired product that is the same style and price as the original, then the warranty period of the replaced or repaired product begins from the date of delivery of the original purchase.

Who operates this warranty and where should you send the items you have to provide to claim on the warranty?

The warranty is operated by: Eve Sleep PLC at North Yard 2, Interchange Atrium, The Stables Market, Chalk Farm Rd, Camden, London, NW1 8AH. Please contact our Customer Service at hello@sleepeve.co.uk to initiate a warranty claim. We cannot take into account any other channels for a valid warranty claim.

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