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If you contract as a consumer and user, we offer you guarantees on the products we market through this website, under the legally established terms for each type of product, and therefore we are liable for any lack of conformity that becomes apparent within three years from the delivery of the product.
Unless proven otherwise, it will be presumed that the lack of conformity that becomes apparent within the three years following delivery of the goods already existed when they were delivered.
It is also necessary to inform you of the following rights granted to consumers and users:
Through a simple declaration, the consumer may require the trader to 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 entail disproportionate costs for the trader.
These measures must meet the following requirements:
They will be free of charge for the consumer, including the expenses 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 the moment the trader has been 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 collect them at his own expense in the least inconvenient manner for the consumer, depending on the type of goods.
The consumer will not be liable for any payment for the normal use of the replaced goods during the period prior to their replacement.
The trader, in turn, shall recover the goods at his expense, remove the non-conforming goods and, in the case of installed goods, uninstall them and proceed to install the repaired or replaced goods, assuming the costs arising therefrom.
The trader shall provide the consumer with documentary justification regarding the delivery of the goods by the consumer, indicating the date of delivery and the lack of conformity, as well as documentary justification of the delivery of the goods already in conformity to the consumer, also indicating the date of delivery and a description of the corrective measure carried out.
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 if they had been in conformity and the value the delivered goods had at the time of delivery. Termination will not proceed when the lack of conformity is of minor importance.
The consumer may opt for these remedies when the following requirements are met:
When the measure to bring the goods into conformity is impossible or disproportionate.
The trader has not carried out the repair or replacement, or has not done so correctly.
Any lack of conformity appears in the repaired or replaced goods.
The lack of conformity is so serious as to justify one of the remedies.
The trader has declared, or it is apparent from the circumstances, that he will not bring the goods into conformity within a reasonable period of time or without major inconvenience for the consumer.
The trader shall reimburse the consumer, as a result of the consumer's choice of these remedies, for the price paid for the goods after receiving them back or, where applicable, after the consumer provides proof of having returned them.
The consumer or user shall return the goods to the trader at the trader’s expense.
The consumer may withhold payment of the outstanding price until the trader has fulfilled his obligations.
He may also request the correction of the lack of conformity, the reduction of the price, or the termination of the contract if, as a result of infringement of third-party rights, the use of the goods is prevented or restricted.
The consumer shall not be liable for any payment for the normal use of the replaced goods during the period prior to their replacement.
Whether he requests correction of the lack of conformity, a price reduction, or termination of the contract, he may also claim damages where appropriate.
Deficiencies caused by negligence, blows, improper use or handling, or materials subject to wear and tear due to normal use are not included.
In this sense, without limitation, Shaula Confort will not be liable for defects resulting from:
improper, incorrect, or inappropriate use or treatment;
application of unsuitable cleaning products;
use not strictly domestic;
when the product has been stored in unsuitable conditions to maintain its qualities;
mold stains caused by excess bedroom humidity, low temperatures, and lack of air circulation, or when the mattress is stained due to causes attributable to the user.
Mattress odors during the first days of use: new products may produce a certain smell, which disappears after a few days and is not harmful.
Marketed products with variations in their dimensions of less than +20 mm or -20 mm are allowed (permitted difference under European regulation on tolerances in bedding product measurements, UNE-EN 1334).
In the event of a complaint, a description as precise as possible of the reason for the complaint and the order number must be provided. If no response is received within 7 working days, please contact us again, as sometimes emails may be directed to the spam folder.
Any claim must be accompanied by the purchase invoice or a similar document (for example, proof of payment or order confirmation email).
The warranty covers manufacturing defects and the materials that make up the mattresses.
All this information can be found in our General User Manual.
Please, if you have any questions, we will be happy to assist you.