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If you contract as a consumer and user, we offer guarantees on the products we market through this website, under the legally established terms for each type of product, and we are therefore liable for any lack of conformity that appears within three years from the delivery of the product.
Unless proven otherwise, it shall be presumed that any lack of conformity which becomes apparent within three years of delivery already existed at the time of delivery.
We must also inform you of the following rights available to consumers and users:
By means of a simple declaration, the consumer may demand from the trader the correction of the lack of conformity, a price reduction, or termination of the contract.
To bring the goods into conformity, the consumer may choose between repair or replacement, unless one of these options is impossible or entails disproportionate costs for the trader.
These measures must meet the following requirements:
They shall be free of charge for the consumer, including necessary costs for bringing the goods into conformity, especially shipping, transport, labor, or material costs.
They shall be carried out within a reasonable time from the moment the trader was informed of the lack of conformity, and without major inconvenience for the consumer.
The consumer shall make the goods available to the trader, who shall recover them at their own expense in the least inconvenient way for the consumer depending on the type of goods.
The consumer shall not be liable for any payment for the normal use of the replaced goods prior to their replacement.
The trader, in turn, shall recover the goods at their expense, withdraw the non-conforming goods and, in the case of installed goods, uninstall and install the repaired or replaced goods, bearing all related costs.
The trader shall provide the consumer with documentary proof of the return of the goods, including the delivery date and the lack of conformity, as well as documentation of the delivery of the conforming goods, including the date and description of the corrective action taken.
The consumer may also demand a price reduction or termination of the contract.
The price reduction shall be proportional to the difference between the value the goods would have had if they conformed, and the value of the delivered goods.
Termination shall not apply if the lack of conformity is minor.
The consumer may choose these options when:
Bringing the goods into conformity is impossible or disproportionate.
The trader has not carried out the repair or replacement, or has done so improperly.
A lack of conformity reappears in the repaired or replaced goods.
The lack of conformity is serious enough to justify one of the options.
The trader has declared, or it is clear from the circumstances, that they will not bring the goods into conformity in a reasonable time or without significant inconvenience to the consumer.
The trader shall reimburse the consumer for the price paid upon receipt of the goods or proof of return.
The consumer shall return the goods to the trader, at the latter's expense.
The consumer may withhold payment of any outstanding amount until the trader fulfills their obligations.
The consumer may also demand remedy of the lack of conformity, a price reduction, or termination of the contract if the use of the goods is prevented or limited due to third-party rights.
The consumer shall not be liable for any payment for the normal use of replaced goods prior to replacement.
Whether demanding remedy, a price reduction, or contract termination, the consumer may claim compensation for damages if applicable.
This does not include deficiencies caused by negligence, knocks, improper use or handling, or materials worn out by normal use.
Shaula Confort shall not be liable, including but not limited to, for defects resulting from:
Inadequate, incorrect or inappropriate use or treatment;
Use of inappropriate cleaning products;
Non-domestic use;
Storage under unsuitable conditions;
Mold stains due to excessive bedroom humidity, low temperatures, lack of air circulation, or mattress stains caused by the user;
Mattress odors during the first days of use. New products may emit some smell, which disappears after a few days and is not harmful;
Products with size variations within +20 mm, -20 mm (permitted under European tolerance standards UNE-EN 1334).
In case of a complaint, a precise description of the reason and the order number is required. If no reply is received within 7 working days, please contact us again as emails may sometimes end up in the spam folder.
Any claim must be accompanied by a purchase invoice or similar document (e.g., payment receipt or confirmation email).
The warranty covers manufacturing defects and the materials used in the mattresses.
Please don’t hesitate to contact us if you have any questions — we’ll be happy to help.