Legal guarantee. All products purchased through the online store at www.askona.bg or in Askona stores in Bulgaria are covered by the legal guarantee of conformity of the goods with the sales contract under the Act on the provision of digital content and digital services and the sale of goods (transposing Directive (EU) 2019/771), namely 2 (two) years from the date of delivery. The commercial (extended) warranty does not affect the consumer’s rights arising from the legal guarantee.

In the event of non-conformity of the goods, the Customer is entitled to file a complaint and request that the goods be brought into conformity through repair or replacement, a proportionate reduction of the price, or rescission of the contract, under the terms and procedure provided by law. Repair or replacement is carried out free of charge within a reasonable period and without significant inconvenience to the Customer.

In addition to the rights granted under applicable legislation, Askona offers an extended warranty on certain product categories, as determined by the manufacturer and specified below.

Warranty Period for Accessories (toppers, pillows, covers, duvets, bed linens, etc.)

The warranty period does not apply to products damaged due to:

•     Violation by the Customer of usage rules and/or product care instructions;

•     Use of the product for unintended purposes;

•     Intentional damage or damage caused by force majeure events;

•     Mechanical damage, unauthorized repairs, or structural modifications.

The warranty applies to all products purchased and used within the territory of Bulgaria. The warranty remains valid only if the product is used as intended, according to the instructions/manuals provided with it, and maintained in accordance with care and maintenance guidelines (usage instructions are printed on the packaging or included inside). The product must be clean and free of visible stains or dirt. There must be no signs of unauthorized repairs, replacements, or structural alterations.

The warranty does not cover:

•     Natural wear and tear from normal use;

•     Damage such as scratches, cuts, ripped seams, stains, and surface dirt;

•     Damage to decorative elements or zippers;

•     Accidental damage;

•     Products used for commercial purposes unless otherwise agreed in writing.

To make a warranty claim, it is necessary to retain product identification documents such as the purchase receipt (invoice or bill), product tags (including care instructions), and the warranty certificate.

If for any reason you are not satisfied with your Askona product or need more information about our warranty policy, contact us at: hello@askona.bg.

Warranty claims can be submitted by filling out the appropriate warranty form at the point of purchase (an Askona store in Bulgaria) or via email. Warranty claims must be accompanied by proof of purchase and all required documents obtained at the time of purchase (official invoice, product code, warranty certificate if available), as well as proof of defect (e.g. photos or videos, if necessary). If the required documentation is not provided, Askona reserves the right to decline the claim.

Askona will verify whether the warranty applies to the product. If a product defect is confirmed, Askona will provide appropriate corrective action. If possible, the product will be repaired free of charge or replaced with an identical item (same brand and model). If an identical product is not available (discontinued or out of stock), Askona may, if feasible, replace the item with a similar product (possibly of a different brand or model) free of charge.

If repair or replacement is not possible or would involve disproportionate cost, alternative remedies will be offered in accordance with consumer rights under applicable law. In all cases where the warranty does not apply, the cost of repair and transportation to and from the Askona store in Bulgaria will be borne by the Customer.

Under warranty, a mattress may be replaced only once, and only if it was purchased and used with a protective cover from Askona.

Below, Askona specifies the applicable conditions for the extended service life of the following products.

6.1. Sofas and Armchairs

The extended service life of all sofas and armchairs is 10 (ten) years from the date of delivery to the Customer or the Customer’s representative. This extended service life applies to material defects, component defects, and/or manufacturing defects of the sofas and armchairs.

The following are not considered manufacturing defects:

•     Changes in the components of the sofa and/or armchair or in the production technology introduced by the manufacturer as part of product improvement, which do not affect product performance;

•     The natural smell of the materials, which is characteristic of a new product;

•     Minor deviations in dimensions from the showroom sample, within acceptable industry/technical standards;

•     Slight variations in shade, texture, or tone of the upholstery material between the delivered product and the previously displayed sample.

The warranty is valid only under the following conditions: the product retains its original labels and is accompanied by documents confirming proof of purchase; usage and care instructions are complied with; the product is clean, with no visible stains or dirt. Askona’s extended warranty applies only to sofas [and armchairs] that: do not have mechanical damage, unauthorized repairs, replaced parts/components, or structural modifications; were not purchased as display samples; are used as intended (i.e. sofas for sitting and reclining); have been used with the specially designed cushions supplied with the sofa [and/or armchair], and not without them.

The above-mentioned extended warranty does not cover:

•     Natural wear and tear of materials caused by normal use, including wear or peeling of the top layer of eco-leather, and wear of upholstery and/or covers;

•     Damage to the fabric: scratches, cuts, stains, dirt, or marks left by cleaning;

•     Natural settling or compression of soft layers resulting from regular use;

•     Decorative elements, accessories, and trim components of the product;

•     Sofas used for commercial purposes without explicit authorization.

6.2. ERGOBALANCE Adjustable Base

The extended service life of ERGOBALANCE adjustable bases is 10 (ten) years from the date of transfer to the Customer or the Customer’s representative. The service life applies in the event of material defects or manufacturing defects of the ERGOBALANCE adjustable base. For display models, the service life is limited to 24 months from the date of delivery.

The product must be used in full compliance with the following conditions: the warranty applies if the label (serial number on the frame), user manual, and warranty certificate (included in the box with the base), as well as proof of purchase, are preserved; the usage and maintenance instructions in the manual are complied with; warranty service applies only to products without mechanical damage or signs of unauthorized repair; the product is used as intended.

The Askona warranty does not apply to:

•     Damage caused by misuse or failure to follow usage instructions;

•     Damage resulting from repair or replacement of parts/components by unauthorized persons;

•     Any modifications made to the ERGOBALANCE adjustable base;

•     Damage resulting from failure to follow the weight-limit recommendations in the user manual;

•     Damage caused by illegal actions or natural disasters.

The ERGOBALANCE adjustable base must be used only with mattresses specifically designed for use with adjustable bases. The service life of the ERGOBALANCE adjustable base is 10 years. The product does not contain substances hazardous to human health or the environment. At the end of its service life, it can be disposed of as household waste.

6.3. Beds and Headboards

The service life of all beds and headboards is 10 (ten) years from the date of delivery to the Customer or the Customer’s representative. The extended period applies in the event of material defects and/or manufacturing defects of beds and headboards.

The extended warranty is valid only under the following conditions: it applies to manufacturing defects related to the headboard, backrest, side panels, and bed legs; it applies only if the original labels (2 pieces: one on the bottom of the backrest and one on the central side) and the product passport (included in the package with documentation and assembly instructions) are preserved; the product is in its original condition, free from visible stains or dirt; it applies only to beds/headboards without mechanical damage and/or signs of unauthorized repair; the product has not been used as a display sample; the product is installed against a wall or other vertical support, as specified in the manual; the product is used as intended (i.e. a bed for sleeping).

Exclusions — the extended period does not cover:

•     Natural wear and tear caused by normal use, including wear or peeling of the top layer of eco-leather, wear of upholstery and/or covers;

•     Damage to fabric: scratches, cuts, stains, dirt, or marks from cleaning;

•     Natural settling or compression of soft layers resulting from regular use;

•     Decorative elements such as rhinestones, beads, etc.;

•     Beds used for commercial purposes without authorization for commercial use;

•     Bases, slatted frames, frames with lift mechanisms, or the lift mechanism itself;

•     The natural smell of materials, typical of new products, which will dissipate within the first two weeks of use.

6.4. Mattresses

The warranty period for all mattresses purchased with a protective cover in Askona stores is 2 (two) years from the date of delivery to the Customer or the Customer’s representative. The warranty covers manufacturing defects only.

Askona offers an extended service life for the following mattress series/collections (when purchased and used with a protective cover purchased in Askona stores):

•     Askona Promo — Basic, Basic High collections — 3 (three) years;

•     Kids collection — 3 (three) years;

•     Askona NanoPocket collection (Evolution) — 10 (ten) years;

•     Askona Classic, Original Pro collection — 10 (ten) years;

•     Tech collection — 10 (ten) years;

•     Sleep8 collection (Astoria, Bennett, Dorsey, Stewart, Parker, Sanders, Glen Haven, Orland Park, Tech) — 10 (ten) years;

•     Askona Original, Double Support, Family, Fitness, Therapy collections — 10 (ten) years;

•     Orth collection – 10 (ten) years;

•     Mediflex collection — 10 (ten) years;

•     Sleep Professor collection — 10 (ten) years;

•     Grether & Wells, Royal collections — 30 (thirty) years.

The warranty and extended service period start from the date of delivery of the mattress to the Customer or the Customer’s representative.

The warranty and service life do not apply to:

•     Defects caused by the Customer’s failure to comply with product usage instructions;

•     Defects resulting from assembly and/or delivery carried out independently by the Customer and/or a third party (without the participation of Askona personnel);

•     Accidental damage (e.g. damage during transport by the Customer, damage due to Customer negligence);

•     Mechanical damage occurring after receipt of the product [due to Customer error];

•     Damage caused by incorrect or careless use and/or failure to follow product care instructions.

Warranty and service claims will not be accepted in the following cases:

•     If no proof of purchase is provided (sales documents proving the purchase from Askona);

•     Damage caused by exposure to light sources and/or electric lighting, sunlight, electric appliances, heaters, hot objects, detergents, or other chemicals;

•     Failure to comply with transportation guidelines (for self-arranged transport), or with usage, maintenance, storage, or assembly guidelines, or in the event of mechanical damage;

•     If the recommended (Askona-approved) weight limit for the mattress is exceeded;

•     Structural deformation of the mattress due to improper use;

•     Dissatisfaction with the mattress in terms of comfort, medical performance, or allergic reactions;

•     If there are scratches, stains, dirt, cuts, etc.;

•     Normal settling or compression of the mattress’s soft layers caused by regular use under the weight of the sleeper. Such settling of up to 3 cm of the mattress height is considered normal and not a manufacturing or structural defect;

•     Damage to decorative elements of the mattress. Mattress handles are decorative only and are not intended for carrying or flipping the mattress;

•     The warranty and service period are void if the product label (sticker or marking) is missing, as it will not be possible to identify the seller and/or manufacturer.

The extended warranty and service period apply only when the mattress is used with a protective cover purchased from Askona (except for round and non-standard size mattresses, for which a protective cover may not be available). The protective cover ensures complete protection of the mattress from dirt and leaks.

The warranty and service life are valid only if the Customer adheres to the following maintenance requirements:

•     After unpacking the mattress, it is recommended to air it for at least 48 hours before first use, and to air it every 14 days of use to minimize industrial odors;

•     During transportation, storage, and use, the mattress must be kept horizontal on a flat surface;

•     Always use a high-quality base of appropriate size under the mattress. DO NOT place objects under the mattress. DO NOT use a base wider than 120 cm without central support, or a slatted base with slats spaced more than 80 mm apart;

•     To avoid damaging the spring unit and inner layers, it is STRICTLY PROHIBITED to fold the mattress or to walk or jump on it (including children), except for springless mattresses with a monolithic latex or polyurethane foam core;

•     It is strictly forbidden to use a mattress on a bed frame that is smaller than the mattress itself;

•     Use the mattress in dry and well-ventilated rooms. Do not allow chemicals or water to come into contact with the mattress;

•     Perform dry cleaning of the mattress using a vacuum cleaner. Water-soluble stains may be removed with an upholstery cleaner or soapy solution;

•     The overall service life depends on the user’s weight, which must be within the recommended limits for the specific model. Please ensure the user’s weight does not exceed the recommended load — your Askona consultant will provide this information;

•     Rotate the mattress head-to-foot every 3–4 months, and flip it over every 6 months (this does not apply to one-sided mattresses);

•     Fluff the mattress every 5–6 months.

During normal use, characteristic sounds (popping, creaking) may occur. These are natural and typically diminish to an insignificant level after 30 days of use. According to current standards, slight deviations of up to ±1.5% in the stated dimensions of upholstered furniture and mattresses are permitted during production.

For all other products not listed above, the warranty period is 2 (two) years.

The extended service life entitles the Customer to a free replacement of the product with an identical one only in cases of manufacturing defects (same brand and model). If an identical product is no longer available (discontinued, out of stock, etc.), Askona will replace the product free of charge with a similar product (which may be of a different brand or model), with the price recalculated accordingly. Under the extended warranty, the Customer is responsible for covering the cost of delivering the product to and from Askona.

The extended warranty and service life do not entitle the Customer to withdraw from the purchase contract or to refuse a repaired/replaced product, nor to a refund of the purchase price.

In addition to the specific conditions above, Askona will fulfill its obligations under the extended warranty only if all of the following conditions are met: the service-life passport/documents, product labels, and proof of purchase are preserved; the product is used and maintained according to the provided instructions; the product is clean, with no visible stains or dirt; the product has no mechanical damage, unauthorized repairs, or modifications; the product has not been used as a display sample.

Exclusions — the extended service life and warranty do not apply to: normal wear and tear from regular use; damage to the upholstery (scratches, cuts, unraveled seams, stains, or dirt); decorative elements of the product; damage to the product’s zippers; products used for commercial purposes without prior authorization.

In addition to this policy, consumers are entitled to all statutory rights under the applicable law of the Republic of Bulgaria and of the European Union.