10-year warranty on Biote mattresses

1. The Seller offers a 10-year warranty on Biote mattresses.

2. The Seller guarantees that the product will keep its qualities at the highest possible level. The customer will receive the full benefits of the product only if they follow the instructions and advice given below.

3. The Seller undertakes to repair or replace any damage the product may suffer during the warranty period. If repair by the Seller is not possible, it will be carried out by the manufacturer.

4. Repair or replacement of the product because of a manufacturing defect will be carried out within a period of 45 to 90 days after the customer reports the damage.

5. The customer must submit the damage claim in writing and hand over a copy of the mattress warranty with the relevant details.

6. The product is no longer covered by the warranty if it gets wet in any form. Moisture can prevent the foam material from recovering, and any claim arising for such reasons will be subject to inspection for moisture or stains.

7. Biote mattresses must be used with Biote slats, which improve the quality of use of the product and are essential for the product to perform properly.

8. This warranty is valid from the day the product is purchased.

9. The warranty does not apply to physical damage resulting from failure to follow the instructions for use or from misuse of the product, including stains, unpleasant odours and other damage caused by the user or a third party.

10. The warranty does not apply to damage caused by external factors, negligence or misuse of the product.

11. Damage is not covered if the customer bought the wrong mattress size and has opened it.

12. The product is not covered by the warranty if it has been soiled in any way, including but not limited to stains, marks, tears, etc.

13. If the mattress gets wet, the warranty is automatically cancelled, as this can seriously damage the recovery of the foam material.

14. Possible Damage during Transport or Manufacturing or Cosmetic Problems: If the mattress has a manufacturing problem such as unstitching or tears that may have come from transport, cracks, or any other manufacturing or cosmetic issue, the customer must make a claim within 14 days of receiving the product. If the customer does not make a claim within this period, it will be considered damage caused by the customer, and any request to exchange the product after this period may be subject to costs to be paid by the customer. This rule ensures that any problem with the product is identified and addressed quickly, to guarantee maximum customer satisfaction and to protect the integrity of the warranty process.

15. Exchange for Reasons of Preference after 14 Days: After the initial period of 14 days from receipt of the product, if the customer wishes to exchange the product for reasons related to personal preference, such as firmness, softness, size or any other characteristic that is a matter of preference, the request may be subject to additional costs and is subject to approval by the Company. After this period, the Company will assess each exchange request on these criteria individually and will decide whether to accept the exchange, taking into account product availability and exchange policies. This measure ensures that the Company handles exchange requests fairly and consistently, striving to meet customers’ expectations as well as possible while protecting the integrity of its warranty and exchange policies.

16. When the mattress is used according to the instructions, the inner material does not change. Firmness and height are tolerated to vary locally by 15% during normal use. This is a consequence of the material adapting to the body and will not be recognised as a defect for its return or replacement.

17. The mattress dimensions (length, height and width) have a tolerance of ± 7% because of the elastic material they are made of, especially at the corners of the mattress. This tolerance is considered a normal occurrence and not a manufacturing defect, as it does not cause the loss of any of its characteristics. This change may also occur after long use of the mattress.

18. The mattress is not fire resistant; for this reason, materials that are sensitive to heat must not be used on it.

19. In the case of a written complaint, the Seller has the right to inspect and verify the damage and its cause, and then to take the relevant decision.

20. Manufacturing defects that you find immediately upon purchase of the product must be reported within 15 days from the day of purchase.

21. This warranty sheet does not cover complaints about problems arising from failure to follow the instructions for use, or from misuse by the customer. In such cases, the complaint will be rejected.

22. Re-measure the dimensions of your bed before you confirm your order with the product’s supplier.

23. Transport is not included in the Warranty.

24. The warranty does not cover more than twelve months for possible deformations; any such case after this period can only be repaired against the relevant costs, which are covered by the customer 10. This warranty does not in any case imply a refund, only the replacement or repair of the product.

25. The Biote mattress is designed to be used in environments with a relative humidity level of no more than 35%. Regular ventilation of the room and exposure of the mattress to fresh air are recommended.

26. Every 4 months, it is recommended that you change the position of the mattress from head to foot, to help stabilise the inner material.

27. Avoid using the mattress on metal beds or wooden boards that prevent the product from being ventilated properly.

28. To ensure maximum durability and protection of the mattress, the use of Biote brand mattress protectors is mandatory. These protectors are designed to provide protection against moisture and other damage, ensuring the performance and comfort of the mattress over time. Use the mattress with slats that fit the dimensions of the mattress and that have gaps between them to allow air to circulate and ventilate it fully. The slats must be from Biote.

29. The product must not be used in damp environments. Avoid using it in such environments.

a. A claim for an exchange of the product must always be made through official channels, including written communication through the company’s official channels.

b. In the case of an exchange, there may be costs; in those cases, the transport cost is divided into three categories: Tirana, cities near Tirana and distant cities. The respective costs are as follows:

c. Tirana: 4000 Lek

d. Cities near Tirana: 8000 Lek

e. Distant cities: 12,000 Lek

f. If the purchase involved a prepayment, the prepayment is excluded from the refund value, because the prepayment is considered a service already consumed.

g. The transport cost for exchanging the product is borne by the customer and depends on their location.

h. When the Product has stains, unstitched marks, holds an unpleasant odour, the fabric of the product is damaged (or worn), sheets were not used, or a mattress protective cover was not used, the warranty does not apply.

j. The warranty does not apply if one or more of the accessories that came with the product are missing, such as sheets, a pillow, a duvet or a mattress protector.

i. The warranty does not apply if any of the accompanying products, such as the Duvet, Sheets, Pillow or mattress protector, is damaged, stained or unstitched.

k. The warranty does not apply in all cases where the product has been misused or is in an improper condition, or where the purpose of the return is abusive and the principle of good faith is broken.

l. Customers are encouraged to re-measure the dimensions of their bed before confirming the order, to make sure the mattress fits their bed.

m. The use of unsuitable products may result in damage to the mattress and may cancel the warranty.

r. In all cases where the product has been misused or is in an improper condition, or where the purpose of the exchange is abusive and the principle of good faith is broken.

This warranty document aims to offer complete and detailed protection to customers of Biote mattresses, ensuring that they are fully informed of their rights and obligations. We value your choice of our products and are committed to offering a high level of customer support.

If you have further questions or need more assistance, please do not hesitate to contact our customer service.

Note: This warranty is subject to change without notice, in line with the continuity and improvement of the quality of the products and services offered by the company.