Boxmistral® Warranty

This page explains the conditions and exclusions of the Boxmistral® Warranty for new Boxmistral® products sold to consumers.

Who provides the Boxmistral® Guarantee?

The Manufacturer of Boxmistral® mattresses, pillows and accessories is exclusively Mistral srl, with registered and operational headquarters at Via dell’Industria, 109 – 84092 Bellizzi (SA) Italy.

Coverage

Mistral srl warrants that all new and original Boxmistral® products are free from material defects due to faulty workmanship or materials for the warranty period (see “Duration” section) unless the product is specifically excluded or an exclusion applies (see “Exclusions” section).

The Boxmistral® Warranty applies to products purchased by consumers anywhere in the world from Mistral Ltd. or an authorized retailer for personal use and not in the course of a business or professional activity.

Duration

The standard warranty for all our products is 2 years.
As for mattresses, you can extend the mattress warranty to 10 years by activating it free of charge on our website within 90 days of purchase.

By extending the warranty to 10 years, you can avail yourself of the extended warranty with the following criteria:

Year of warranty

Replacement cost

From 1 to 5

Free

6

10%*

7

20%*

8

30%*

9

40%*

10

50%*

*The cost of mattress replacement will be calculated based on the current list price for the same mattress category at the time the replacement is confirmed.

NB: In the context of a mattress replacement, please note that the warranty period will continue according to the original period without restarting from the beginning, while still guaranteeing a minimum coverage period of 2 years.

The warranty period is as shown in the warranty table below:

Certified

Warranty

Warranty coverage

Mattresses

Standard (2 years)
Extended (10 years)

Material defects caused by workmanship or defective materials or modifications that cause a visible imprint of more than 2 cm. in the mattress.

Pillows

2 Years

Defects caused by faulty workmanship or defective materials.

Accessories

2 Years

Defects caused by faulty workmanship or defective materials.

In case a valid claim is made under this Boxmistral® Warranty, Mistral srl will, at its option, offer to repair the defective product or provide an equivalent replacement product free of charge.

Warranty Policy

To ensure the best assistance to our customers, we would like to clarify the warranty procedure.
In the first 2 years, please contact your dealer for any repair needs.
After this period, Boxmistral will be directly available to you.

As for pickup and delivery of the mattress for repair, these services are not included in the warranty. However, for your convenience, we offer a full service at a cost of 125 euros, which includes packing material and transportation of the mattress (not to the floor).

This service is designed exclusively to simplify the process for our customers, reflecting our commitment to providing a hassle-free and stress-free experience. We are aware that handling mattress repair can be time-consuming and labor-intensive. Therefore, our comprehensive pickup and delivery service aims to eliminate these inconveniences, allowing you to continue your daily life without interruption while we take care of everything. It is our way of showing how much we value your comfort and satisfaction.

What does our warranty offer?

Mistral srl agrees to make free pickup of the defective product for repair or replacement provided that the claim is valid under this Boxmistral® Warranty and the product is returned from an address on the same national territory as the authorized dealer from whom the purchase was made.

Exclusions

Boxmistral® Warranty does not apply to:

  • Misuse, lack of care or failure to follow operating, hygiene and maintenance instructions.
  • Damage caused by negligence, cutting, burning, flooding, or other misuse.
  • Products purchased used, second-hand, or from unauthorized sellers.
  • Failure to follow the official Boxmistral® grievance procedure.
  • Damage due to bending, crushing or exposure to cold temperatures.
  • Damage or defects resulting from normal wear and tear of the product.
  • Products that are wet, submerged in water, or heavily stained/soiled.
  • Alterations or repairs to the product without Boxmistral’s consent.
  • Defects in rolled up mattresses caused by improper opening of the package.
  • Individual preferences regarding the comfort, firmness or softness of the mattress.
  • Damage caused by mold growth under inappropriate environmental conditions.

How to Submit a Complaint

To submit a complaint under the Boxmistral® Warranty, follow the procedure:

  • Contact Dealer: Initially, contact the authorized dealer from whom the purchase was made. If the dealer is no longer in business or is no longer an authorized Boxmistral® dealer, contact Mistral Srl directly.
  • Document the Purchase: Submit the original invoice or receipt as proof of purchase and the activated warranty number associated with the mattress.
  • Report the Defect: Send a communication to [email protected], attaching photographs documenting the defect in the mattress.
  • Return of Product: If requested by Mistral srl, return the defective product to Mistral srl or the authorized dealer.

Our Responsibility

The liability of Mistral srl is limited to the cost of repair and/or replacement of the product under the Boxmistral® Warranty. Therefore, Mistral srl shall not be liable for any occurrence of loss or damage, regardless of cause, resulting from the purchase, possession, sale, or use of the products.
The products are sold exclusively for home and private use. Mistral srl assumes no responsibility for any case of loss of profit, loss of business, business interruption or loss of business opportunities.

Legal rights of the buyer

The Boxmistral® Warranty does not affect the consumer’s rights under applicable law but aims to enhance them wherever possible.

 

Last updated: January 2024

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