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If you are contracting as a consumer and user, we offer warranties on the products we sell through this website, under the terms legally established for each type of product. Therefore, we are liable for any lack of conformity that becomes apparent within three years from the date of delivery of the product.
Unless proven otherwise, it shall be presumed that any lack of conformity that becomes apparent within the three years following delivery of the item already existed at the time of delivery.
Consumers and users should also be informed of the following rights:
By making a simple declaration, the consumer may demand that the trader correct the lack of conformity, reduce the price, or terminate the contract.
To bring the goods into conformity, the consumer may choose between repair or replacement, unless one of these two options is impossible or would impose disproportionate costs on the trader.
These remedies must meet the following requirements:
They will be free of charge for the consumer, including any costs necessary to bring the goods into conformity, especially shipping, transportation, labor, or materials.
They must be carried out within a reasonable period of time from when the trader was informed of the lack of conformity and without major inconvenience to the consumer.
The consumer will make the goods available to the trader, who will recover them at their own expense in the least burdensome way for the consumer depending on the type of goods.
The consumer will not be responsible for any payment for the normal use of the replaced goods during the period prior to their replacement.
The trader will, at their own expense, retrieve the non-conforming goods, remove them, and—if they were installed—will also uninstall and reinstall the repaired or replacement goods, covering all resulting costs.
The trader shall provide the consumer with written documentation of the return, including the date of return and the reported lack of conformity, and documentation of the delivery of the compliant goods, also stating the date and the corrective measure taken.
The consumer may also demand a price reduction or termination of the contract.
The price reduction will be proportional to the difference between the value the goods would have had at the time of delivery had they been in conformity, and the value of the goods actually delivered.
Termination of the contract shall not apply if the lack of conformity is minor.
The consumer may opt for either remedy if any of the following apply:
Bringing the goods into conformity is impossible or disproportionate.
The trader has not carried out the repair or replacement, or has not done so correctly.
A new lack of conformity appears in the repaired or replaced goods.
The lack of conformity is so serious as to justify immediate termination or reduction.
The trader has declared, or it can be inferred from the circumstances, that they will not bring the goods into conformity within a reasonable time or without major inconvenience to the consumer.
The trader will reimburse the consumer for the amount paid once the goods are returned, or once the consumer provides proof of having returned them.
The consumer must return the goods to the trader, at the trader’s expense.
The consumer may withhold payment of any outstanding price until the trader complies with their obligations.
They may also request correction of the lack of conformity, a price reduction, or termination of the contract if, due to third-party rights violations, the use of the goods is hindered or restricted.
The consumer is not responsible for any payment for the normal use of replaced goods prior to their replacement.
Whether requesting a remedy, a price reduction, or contract termination, the consumer may also demand compensation for damages if appropriate.
The warranty does not cover defects caused by negligence, impact, misuse, mishandling, or normal wear and tear.
In particular, without limitation, Shaula Confort will not be held liable for defects resulting from:
Improper, incorrect, or inappropriate use or handling;
Use of unsuitable cleaning products;
Non-domestic or commercial use;
Storing the product in inadequate conditions that compromise its qualities;
Mold stains caused by excess humidity, low temperatures, and lack of ventilation in the bedroom, or when the mattress is stained due to user negligence.
Odors from the mattress during the first few days of use are normal. New products may emit a slight smell that disappears after a few days and is not harmful.
Products sold with size variations of less than +20 mm or -20 mm are within the acceptable range set by European regulation UNE-EN 1334 on measurement tolerances for sleep products.
In case of a complaint, please provide a detailed description of the issue and the order number. If you do not receive a response within 7 working days, please contact us again, as emails may sometimes be misdirected to the spam folder.
Any complaint must be accompanied by a purchase invoice or similar document (such as a 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 assist you.