Eve Sleep 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. Please note also that our 10-year warranty operates in accordance with the terms and conditions stated below.

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

  • Deterioration which causes the mattress to have a visible indentation or sag greater than 1.00", 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.
  • In respect of the mattress cover only, any manufacturing defect in the zipper assembly or the fabric of the mattress cover. As noted below, a defect in respect of the mattress cover alone will not entitle you to a replacement eve mattress, just the cover itself. 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):

  • A normal increase in the softness of the foam pressure-relieving material which does not affect the pressure-relieving qualities of the mattress. This includes sagging below the 1.00" mark, which is a natural occurrence, as outlined in the eve mattress FAQ.
  • Comfort preference.
  • Abnormal use.
  • Any use that is not in accordance with the guidance given in the eve mattress FAQ.
  • Physical abuse or damage to 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 eve mattress FAQ.
  • Any claim made other than for the benefit of the original purchaser.
  • Replacement of eve mattress due to defective cover (so that, for example, if you purchase a mattress and only the cover is defective, then we might only replace the cover and not the whole mattress).
  • For mattresses a defect or change in the mattress that is only a minor variation or normal change which does not affect the pressure redistributing properties of the product, as outlined in the eve mattress FAQ.
  • Any mattress (whether manufactured by Eve or not) sold by a reseller who is not an authorised eve sleep reseller.
  • 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@sleepeve.com
  • 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 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@sleepeve.com. 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 - ie, 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 on 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:

    Parisoma, 169 11th Street, San Francisco , CA 94103.

    Please contact our Customer Service at hello@sleepeve.com to initiate a warranty claim. We cannot take into account any other channels for a valid warranty claim. The customer service 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 Sleep 3 Year Pillow Warranty

We are proud to offer a 3 Year warranty on our pillow 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. Please note also that our 1-year warranty operates in accordance with the terms and conditions stated below.

So …what does the warranty cover?

  • This warranty covers defects in materials and workmanship in the following components of an eve pillow during normal domestic use only:

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):

  • Comfort preference.
  • Normal increases in softening and settling of materials, or any other normal wear and tear.
  • Physical abuse or damage to the structure and/or cover material, including but not limited to, burns, cuts, tears, liquid damage, or stains; provided, that the defect is caused by such abuse or damage.
  • Any Pillow (whether manufactured by Eve Sleep or not) sold by resellers who are not authorized retailers.
  • In the event of a defect, Eve Sleep’s sole and exclusive liability and your sole remedy under this limited Pillow Warranty will be, at Eve Sleep’s option, to provide a repaired or replacement Pillow or Pillow Cover, subject to your fulfillment of “Your Responsibilities” below.

When does the warranty start?

The warranty starts on the date of delivery of the pillow and lasts until the end of 1 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 for a description and any evidence of the defect which you believe is covered by the warranty;
  • Arrange pick up for your defective pillow;
  • Decide if Eve will cover the shipping costs required to return your pillow based on if you have a valid claim under the warranty.

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

When we receive from you the pillow and information above, we will cross-examine the pillow. We will decide at our sole reasonable discretion if it is covered under the warranty.

If it is covered by the warranty, we will:

  • (at our sole discretion) either repair the defective pillow or replace it with the same or a comparable pillow;
  • pay the costs of repairs, spare parts, labour, travel, postage, repair and delivery; and
  • ship the repaired or replaced pillow back to you.

If it is not covered by the warranty, we will ask you if you want us to return the pillow to you (at your cost) or dispose of the pillow (both at your cost).

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

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

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

A replaced or repaired pillow that is not an upgrade pillow is subject to the same limited pillow warranty as the original pillow. For example, if you obtain a replaced or repaired pillow that is the same style and price as the original pillow, then the warranty period of the replaced or repaired pillow begins from the date of delivery of the original pillow.

If you purchase an upgrade pillow however, then you obtain a new limited pillow warranty and the 1-year warranty starts on the delivery date of the upgrade pillow.

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

The warranty is operated by:

Eve Sleep Inc at Parisoma, 169 11th Street, San Francisco , CA 94103.

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