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warranty

General

Okooko stocks a number of different brands and designer's products; each item is covered by its own particular warranty provided by the supplier. Below are our general terms and conditions for returns and exchanges by product range.

Warranty - For Okooko and Heveya Latex Mattresses

The Okooko warranty applies to the Okooko Sleep Live Dream range and the Heveya mattresses (for information on the warranty for Design Mobel mattresses please see below). For the Okooko Pocket Spring mattress we offer a 10-year warranty, all other conditions remain the same.

Returns and Exchanges

Please select your items for your purchase carefully. Ordering the correct size, model, and thickness of a mattress is the responsibility of the customer. We are not responsible for, nor do we accept returns for erroneously placed orders.

Only mattresses, in like-new condition, are eligible for return within the 100-day trial period.

If you decide you do not wish to keep your mattress you have 100 days from the date of receiving your mattress to send it back for a refund or exchange. You must request a Returns Merchandise Authorization (RMA) number by email to enquiries@okooko.com. We will then advise how to pack the mattress for collection and advise you which freight forwarder to contact.

Return shipping on mattresses is complimentary on all exchanges and refunds; however, if you are based outside of Hong Kong you will need to pay taxes and duties on this. An exchange cannot be made more than once.

Returns that do not meet our policy will not be accepted and will be sent back to the customer.

If you want to return the mattress, and it meets our conditions of return, a refund will be processed through the same method as purchase was made.

Refund is only applicable to the mattress, not any services. If promotional items have been included with the sale, the value of these will be deducted from the refund amount. Refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.

Conditions of mattress return:

Your mattress is only eligible for return if:

  1. It is the same model and size as stated in the sales order;
  2. It is clean and stain free;
  3. You have obtained an RMA # from Okooko; and
  4. The return is approved by Okooko.

Customs duties and sales taxes are non-refundable and must be borne by the customer.
Replacement mattresses under the 20-year warranty are not eligible for return.
All decisions by Okooko are final.

Warranty

The Okooko warranty guarantees mattresses against manufacturing defects including faulty workmanship and/or faulty materials relating to the latex in the latex mattress for a period of twenty (20) years from date of original purchase. A mattress that is not to your personal comfort preference or is the wrong size does not constitute a manufacturing fault.

Warranty Period

The Okooko warranty is valid for a period of twenty years (20) from date of original purchase, to the original owner.

All Warranties are non-transferable. The following Limited Warranties are given to the original retail purchaser of Okooko Mattresses only. All Okooko and Heveya mattresses are covered by a 20 Year Limited Warranty from date of purchase. That means Okooko warrants that all Okooko and Heveya mattresses will be free from defects resulting from faulty material, missing parts or workmanship.

The Okooko warranty only applies to products used for residential use. Proof of purchase is required to validate the warranty. It does NOT apply:

  1. To second hand items;
  2. If repairs, alterations or modifications to the product have been undertaken or attempted by an unauthorised person;
  3. If the Use and Care Instructions have not been followed;
  4. To damage caused by normal wear and tear, improper use, abuse, negligence or an accident; or
  5. If Damage has been caused by incorrect slat system selection or incompatibility with another manufacturer's product.

Please note all warranties are void if the mattresses have been used on a non Okooko slat base with gaps between the slats greater than 5cm. Damage caused due to sleeping on the incorrect slat system for your body weight is not considered a manufacturing fault.

NOTE: Completion and return of the Okooko online warranty form will assist with the processing of any warranty claim.

Testing

Okooko, or a nominated third party, will inspect the product to determine if there is a manufacturing defect. Okooko will decide at its sole discretion if the defect, if any, is covered by this warranty. All decisions by Okooko shall be final.

Please note body impressions are a normal occurrence with any new mattress. It means the mattress is conforming and contouring to your individual body, it is not an indication of defect or structural failure. Regular rotation, end to end, of your mattress will minimize any impressions.

A mattress that is not to your personal comfort preference or is the wrong size does not constitute a manufacturing fault.

The following also do not constitute a manufacturing defect: stains, burns, loose threads, pilling, and stretching of the cover material (within normal expectations).

European Eco-Label Standard for latex mattresses

Okooko guarantees that mattresses comply with the European Eco-label Standard for latex mattresses as described by the EC-Directive 2002/740/EC of September 3, 2002.

This standard determines that a mattress core should not lose more than 20 mm height and not more than 20% of its firmness, measured according to test method EN1957. This test measures the difference in height between the measurements made initially (at 100 cycles) and after the completion (30,000 cycles) of the durability test. For more information, please consult www.eco-label.com

Repair or Replacement

In order to fulfil our warranty claims, upon confirmation of a defect, Okooko will compensate the original purchaser according to the following scheme. If a defect is identified within 12 months of purchase the mattress will be replaced in its entirety with the same model. If the model of mattress is no longer available the customer may choose a mattress of a different model. Any additional cost will be borne by the customer. If the mattress the customer selects is less the balance will be forfeited.

After 12 months it is at Okooko's sole discretion, whether to repair the defective product or component or offer a rebate as per the below schedule:

  • Mattress 1-3 years old: 80 % discount on new mattress
  • Mattress 3-5 years old: 70 % discount on new mattress
  • Mattress 5-8 years old: 60 % discount on new mattress
  • Mattress 8-10 years old: 50 % discount on new mattress
  • Mattress 10-15 years old: 30% discount on new mattress
  • Mattress 15-20 years old: 20% discount on new mattress
The discount is based on the original purchase price. The customer can then use the rebate to purchase another mattress. The rebate cannot be used to purchase other items and must be used within 6 months of issuance. If the customer chooses a more expensive mattress the additional cost must be borne by the customer. If the customer chooses a cheaper mattress the balance will be forfeited.

If a replacement mattress is delivered the 20-year period is not extended and the date of activation remains at the date of the initial mattress purchase. The 100-day free trial does not apply to any replacement mattress.

There will be no extensions to the original warranty period for any product that has been repaired or replaced.
The mattress being replaced must be returned to Okooko.
Okooko reserves the right to substitute materials or components of equal value or quality.
Service and transport costs must be borne by the customer.

Warranty - For Okooko Pocket Spring Mattresses

For the Okooko Pocket Spring mattress we offer a 10 year warranty.

Returns and Exchanges

Please select your items for your purchase carefully. Ordering the correct size, model, and thickness of a mattress is the responsibility of the customer. We are not responsible for, nor do we accept returns for erroneously placed orders.

Only mattresses, in like-new condition, are eligible for return within the 100-day trial period.

If you decide you do not wish to keep your mattress you have 100 days from the date of receiving your mattress to send it back for a refund or exchange. You must request a Returns Merchandise Authorization (RMA) number by email to enquiries@okooko.com. We will then advise how to pack the mattress for collection and advise you which freight forwarder to contact.

Return shipping on mattresses is complimentary on all exchanges and refunds; however, if you are based outside of Hong Kong you will need to pay taxes and duties on this. An exchange cannot be made more than once.

Returns that do not meet our policy will not be accepted and will be sent back to the customer.

If you want to return the mattress, and it meets our conditions of return, a refund will be processed through the same method as purchase was made.

Refund is only applicable to the mattress, not any services. If promotional items have been included with the sale, the value of these will be deducted from the refund amount. Refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.

Conditions of mattress return:

Your mattress is only eligible for return if:

  1. It is the same model and size as stated in the sales order;
  2. It is clean and stain free;
  3. You have obtained an RMA # from Okooko; and
  4. The return is approved by Okooko.

Customs duties and sales taxes are non-refundable and must be borne by the customer.
Replacement mattresses under the 10 year warranty are not eligible for return.
All decisions by Okooko are final.

Warranty

The Okooko warranty guarantees mattresses against manufacturing defects including faulty workmanship and/or faulty materials relating to the springs and latex in the pocket spring mattress for a period of ten years (10) from date of original purchase. A mattress that is not to your personal comfort preference or is the wrong size does not constitute a manufacturing fault.

Warranty Period

The Okooko Pocket Spring warranty is valid for a period of ten years (10) from date of original purchase, to the original owner.

All Warranties are non-transferable. The following Limited Warranties are given to the original retail purchaser of Okooko Pocket Spring Mattresses only. All Okooko Pocket Spring mattresses are covered by a 10 Year Limited Warranty from date of purchase. That means Okooko warrants that all Okooko Pocket Spring mattresses will be free from defects resulting from faulty material, missing parts or workmanship.

The Okooko warranty only applies to products used for residential use. Proof of purchase is required to validate the warranty. It does NOT apply:

  1. To second hand items;
  2. If repairs, alterations or modifications to the product have been undertaken or attempted by an unauthorised person;
  3. If the Use and Care Instructions have not been followed;
  4. To damage caused by normal wear and tear, improper use, abuse, negligence or an accident; or
  5. If Damage has been caused by incorrect slat system selection or incompatibility with another manufacturer's product.

Please note all warranties are void if the mattresses have been used on a slat base with gaps between the slats greater than 5cm. Damage caused due to sleeping on the incorrect slat system for your body weight is not considered a manufacturing fault.

NOTE: Completion and return of the Okooko online warranty form will assist with the processing of any warranty claim.

Testing

Okooko, or a nominated third party, will inspect the product to determine if there is a manufacturing defect. Okooko will decide at its sole discretion if the defect, if any, is covered by this warranty. All decisions by Okooko shall be final.

Please note body impressions are a normal occurrence with any new mattress. It means the mattress is conforming and contouring to your individual body, it is not an indication of defect or structural failure. Regular rotation, end to end, of your mattress will minimize any impressions.

A mattress that is not to your personal comfort preference or is the wrong size does not constitute a manufacturing fault.

The following also do not constitute a manufacturing defect: stains, burns, loose threads, pilling, and stretching of the cover material (within normal expectations).

Repair or Replacement

In order to fulfil our warranty claims, upon confirmation of a defect, Okooko will compensate the original purchaser according to the following scheme. If a defect is identified within 12 months of purchase the mattress will be replaced in its entirety with the same model. If the model of mattress is no longer available the customer may choose a mattress of a different model. Any additional cost will be borne by the customer. If the mattress the customer selects is less the balance will be forfeited.

After 12 months it is at Okooko's sole discretion, whether to repair the defective product or component or offer a rebate as per the below schedule:

  • Mattress 1-2 years old: 80 % discount on new mattress
  • Mattress 2-3 years old: 70 % discount on new mattress
  • Mattress 3-5 years old: 60 % discount on new mattress
  • Mattress 5-7 years old: 50 % discount on new mattress
  • Mattress 7-8 years old: 30% discount on new mattress
  • Mattress 8-10 years old: 20% discount on new mattress
The discount is based on the original purchase price. The customer can then use the rebate to purchase another mattress. The rebate cannot be used to purchase other items and must be used within 6 months of issuance. If the customer chooses a more expensive mattress the additional cost must be borne by the customer. If the customer chooses a cheaper mattress the balance will be forfeited.

If a replacement mattress is delivered the 10-year period is not extended and the date of activation remains at the date of the initial mattress purchase. The 100-day free trial does not apply to any replacement mattress.

There will be no extensions to the original warranty period for any product that has been repaired or replaced.
The mattress being replaced must be returned to Okooko.
Okooko reserves the right to substitute materials or components of equal value or quality.
Service and transport costs must be borne by the customer.

Warranty - For Design Mobel Mattresses

For details please visit www.designmobel.co.nz
If you believe you have a warranty claim please contact enquiries@okooko.com and we will arrange for testing.

Warranty - For Okooko Bedframes and Furniture

Returns and Exchanges

Please select your items for your purchase carefully. Ordering the correct size, model, and thickness of a mattress, bedframe or furniture and/or accessories is the responsibility of the customer. We are not responsible for, nor do we accept returns for erroneously placed orders.

Only mattresses, in like-new condition, are eligible for return within the 100-day trial period. Bed Frames, Furniture, Kids items and Accessories do not have a trial period and are not eligible for return or refund unless they are faulty and then the relevant items warranty terms and conditions will apply, if any.

Warranty Period

All Warranties are non-transferable. The following Limited Warranties are given to the original retail purchaser of Okooko Bedframes and furniture. All Bedframes, Furniture and components are covered by a 5 Year Limited Warranty. Okooko warrants that all Bedframes, Furniture and components will be free from defects resulting from material, missing parts or workmanship.

Okooko will pay, within five years from the date of purchase, reasonable and customary labour rates to repair or replace the defective parts and shipping costs from the customer to and from Okooko, or an Okooko designated repair centre, at no charge to the original retail purchaser.

Please note this warranty only applies to products used for residential use only. It does NOT apply:

  1. To second hand items;
  2. If repairs, alterations or modifications to the product have been undertaken or attempted by an unauthorised person;
  3. If the Use and Care Instructions have not been followed;
  4. To damage caused by normal wear and tear, improper use, abuse, negligence or an accident; or
  5. If Damage has been caused by incorrect slat system selection or incompatibility with another manufacturer's product.

NOTE: Completion and return of the Okooko online warranty form will assist with the processing of any warranty claim.

Remedy

If any defect is discovered during warranty period, please email enquiries@okooko.com for return authorization of parts or replacement.

Okooko will, at its discretion, either repair, send new parts or replace the product at its own expense. The warranty details above shall be in lieu of any and all other warranties. ALL OTHER WARRANTIES, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE HEREBY EXPRESSLY DISCLAIMED. This warranty is valid with an original dated receipt.

Warranty - For Oeuf Products (excluding the Okooko Oeuf mattress)

For more details and updated versions please visit https://www.oeufnyc.com/index.php/warranty

Oeuf LLC - Quality Assurance Commitment

LIMITED WARRANTIES

Limited Warranties are non-transferable. The following Limited Warranties are given to the original retail purchaser of the following Oeuf Products: Wood Frames and Wood Components 5 Year Limited Warranty Oeuf LLC warrants to the original consumer purchaser that the Oeuf® products, including items from the CLASSIC COLLECTION, SPARROW COLLECTION, RHEA COLLECTION, PERCH COLLECTION will be free from defects resulting from material, missing parts or workmanship. Oeuf LLC, Inc. will pay, within two years from the date of purchase, reasonable and customary labour rates to repair or replace the defective parts and shipping costs from the retailer to and from Oeuf LLC, or a repair centre designated by the Customer Service Department of Oeuf LLC, at no charge to the original retail purchaser. After two years from the date of purchase, the warranty covers replacement parts only, and the original retail purchaser will be responsible for labour, packing, and all shipping and transportation costs.

Finishes and Hardware Components

1 Year Limited Warranty
All finishes and hardware components, are warranted by Oeuf LLC, Inc. to you, the original retail purchaser, for one year from the date of purchase, to be free from material manufacturing defects. Oeuf LLC will pay, within one year from the date of purchase, reasonable and customary labour rates to repair or replace the defective parts and shipping costs from the retailer to and from Oeuf LLC, or a repair centre designated by the Customer Service Department of Oeuf LLC, at no charge to the original retail purchaser. After one year from the date of purchase, warranty covers replacement parts only, and the original retail purchaser will be responsible for labour, packing, and all shipping and transportation costs.

LIMITATIONS AND EXCEPTIONS

This limited warranty provides coverage to the original retail purchaser for residential use only. This limited warranty DOES NOT apply to:

  1. merchandise that was, at any time, used as a floor sample or display model,
  2. any merchandise purchased "as is" or second-hand,
  3. any merchandise purchased at a distress sale or a going-out-of business sale, or
  4. any merchandise purchased from a liquidator. This warranty DOES NOT apply to damage caused during transportation, defects from normal wear and tear, product misuse, after market product alterations, used with non-Oeuf approved and/or marked accessories, or failure to follow assembly, use and care instructions supplied with the product.

REMEDY

If any defect is discovered during warranty period, please call our toll free number, (800) 691-8810, for return authorization of parts or replacement. Oeuf® will, at its discretion, either repair, send new parts or replace the product at its own expense. The warranty details above shall be in lieu of any and all other warranties. ALL OTHER WARRANTIES, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE HEREBY EXPRESSLY DISCLAIMED. This warranty is valid with an original dated receipt. To activate this limited warranty, the purchaser must register product online at http://www.oeufnyc.com/productregistration.aspx or complete a product registration card (registration cards only come with cribs and the Classic Toddler Bed) and have returned it to the address on the warranty registration card within thirty (30) days of purchase.

NOTES

The Okooko Oeuf Mattress is covered under the Okooko Mattress Warranty. However the Oeuf Trundle Mattress and all cot/Crib mattresses are covered by the Oeuf Warranty.

Warranty - Accessories

Returns and Exchanges
Please select your items for your purchase carefully. Ordering the correct size, model, colour etc is the responsibility of the customer. We are not responsible for, nor do we accept returns for erroneously placed orders.

Accessories are not eligible for a trial period and therefore cannot be returned or refunded unless they are faulty and then the relevant items warranty terms and conditions will apply, if any.

Warranty Period

All Warranties are non-transferable. As the accessory products are supplied by a variety of different suppliers and manufacturers each item has its own specific terms and warranties, if any. Warranties, if any, are only applicable for faulty products, i.e. defects resulting from material, missing parts or workmanship. For full details relating to your purchase please email enquiries@okooko.com.