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

Warranty follows the provisions of Legislative Decree no. 206 of 6 September 2005, known as the ‘Consumer Code’.
The standard warranty for all our products is 2 years from the date of purchase as indicated on the receipt or invoice.
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:

*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.

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

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.

Warranty Replacement

There is only one replacement of the mattress covered by the guarantee, which will continue to be valid according to the original period. In the event of replacement, the warranty period will not be renewed, but will continue as per the initial terms and conditions, guaranteeing a minimum of 2 years of coverage.

If the mattress is to be replaced while still under warranty, the cost of shipping and delivery to the floor will be borne by the customer at a cost of EUR 150 + VAT.

Claims for manifest damage

In the event that visible anomalies such as tears, holes or stains are found when the product is delivered, it is essential that these imperfections are reported immediately. This communication must be made no later than 15 days after the date of delivery. Prompt reporting is crucial to ensure that the problem is recognised and handled in accordance with our warranty policies, demonstrating our commitment to your full satisfaction and to maintaining the high quality standards of our products.

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.

NB: In the assembly process of our mattresses, which involves the use of elastic components and high-quality materials, a dimensional tolerance of +/- 2 cm is normal. This variation in sizes is due to the natural elasticity and adaptability of the materials used, which contribute to the comfort and performance of the finished product. Therefore, such tolerances are to be considered acceptable and are excluded from warranty coverage.

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 supporto@boxmistral.com, 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.