Warranty policy

Ellomatt Full Warranty Policy – Detailed Terms & Conditions

Welcome to the official warranty guide for all Ellomatt products. We believe in transparency, quality, and the importance of long-term trust with our customers. This policy outlines exactly what is covered, for how long, and under what conditions, depending on the product category.

Mattresses (10-Year Extended Warranty with Certificate)

Models: AVOCADO, GRAPE, CHOCOLATE, LAVANDER, CAMOMILE, ORANGE, CHERRY

• Coverage: 10 years only with the physical signed warranty certificate inside the box
• Without certificate: 2-Year EU legal warranty applies
• Covered Defects:
  • Manufacturing or material defects
  • Structural issues during normal use (e.g., core deformation)
  • Zipper or cover failures due to factory issues
• Not Covered:
  • Comfort preferences (firmness, height, feel)
  • Damage from spills, pets, or bad base
• Requirements: Use with a flat, breathable, undamaged base + signed certificate + proof of purchase

Pillows (2-Year Standard Warranty)

Models: Loom™, Mellow™, Terra™, Nomad™, Plume™

• Coverage: 2 years from date of purchase
• Covered: Stitching or material defects, zippers
• Not Covered:
  • Natural loft reduction
  • Washing or drying damage
• Care Notes:
  • Mellow: do not wash or soak
  • Loom: refillable HCS fiber, surface clean only
  • Terra, Nomad, Plume: gentle wash allowed, avoid dryer heat

Mattress Protectors (2-Year Warranty)

Models: ElloGuard™ Standard, ElloGuard™ Fluffy

• Covered: Defects in waterproof layer, stitching, elastic
• Not Covered: Shrinking, melting or damage from wash cycles
• Care: Cold to 40ºC wash, low heat dry, no bleach or iron

Comforters / Duvets (2-Year Warranty)

Models: Summer™, Winter™, All-Season™

• Covered: Stitching flaws, clip malfunctions, fabric defects
• Not Covered: Loss of loft, improper washing or storage
• Care: Use a large-capacity machine, dry well, use covers

Fragrance Sprays (2-Year Warranty)

Models: Soft Dream™, Pure Snooze™, Sweet Nap™

• Covered: Malfunctioning spray top, leakage, or altered scent on arrival
• Not Covered: Exposure to sun/heat, misuse (skin, eyes)
• Storage: Keep upright in cool, shaded area
• Use: Spray 20cm away from textiles, test on small area first

Warranty Validity Conditions

• Must present proof of purchase
• Mattress claims over 2 years must include the signed physical certificate
• Normal residential use only
• No signs of misuse or unsuitable base

Not Covered Under Warranty (All Products)

• Comfort or firmness preferences
• Wear and tear from use
• Stains, burns, odors, cuts, mold, or pet damage
• Incorrect washing or drying
• Products used in commercial, rental or short-term stay settings
• Items marked "final sale", "refurbished", "display"

How to Make a Claim

Email: orders@ellomatt.com

• Attach invoice or order confirmation
• For mattresses, include photo or scan of signed warranty certificate
• Explain the issue and how it affects use
• Include photos or video clearly showing the defect
• Add info or photo of bed base, if applicable

Legal Notice

• Warranty is non-transferable and tied to original buyer
• Repairs or replacements do not reset the warranty period
• Complies with Regulation (EU) 2019/771 on consumer goods

Ellomatt LDA
Rua Circunvalação da Ferrara, 30 R/C Frente, DF
4590-600 Paços de Ferreira, Porto
orders@ellomatt.com

Ellomatt – Sleep well, rest assured.