Boxmistral® Warranty

# Boxmistral® Warranty

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

Who Provides the Boxmistral® Warranty?

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


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

The Boxmistral® Warranty is valid for products purchased by consumers anywhere in the world from Mistral srl or an authorized retailer for personal use and not for commercial or professional activities.


Our warranty follows the provisions of Legislative Decree No. 206 of September 6, 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 sales receipt or invoice.
Regarding mattresses, it is possible to extend the mattress warranty to 10 years by activating it for free on our website within 90 days of purchase.

By extending the warranty to 10 years, you will be able to take advantage of the warranty extension under the following criteria:

Year of warranty

Replacement cost

From 1 to 5












*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:



Warranty coverage


Standard (2 years)
Extended (10 years)

Material defects caused by processing or faulty materials or modifications that result in a visible indentation greater than 15% of the mattress height.


2 Years

Defects caused by faulty workmanship or defective materials.


2 Years

Defects caused by faulty workmanship or defective materials.

Should a valid claim be presented under this Boxmistral® Warranty, Mistral srl commits to offering, at its discretion, to repair the defective product or to provide an equivalent replacement product free of charge.

Warranty Procedure

To ensure the best assistance for our customers, we wish to clarify the warranty procedure.
In the first 2 years, for any repair needs, we invite you to contact your dealer.
Beyond this period, Boxmistral will be directly at your disposal.

Regarding the pickup and delivery of the mattress for repair, these services are not included in the warranty. However, for your convenience, we offer a complete service at a cost of 125 euros, which includes packaging materials 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 understand that managing mattress repair can be time-consuming and effort-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 care about your comfort and satisfaction.

Claims for Obvious Damages

In the event that visible anomalies such as tears, holes, or stains are found at the time of product delivery, it is essential to immediately report such imperfections. This communication must be made no later than 15 days from the delivery date. Prompt reporting is crucial to ensure that the issue is recognized and handled in accordance with our warranty policies, demonstrating our commitment to your full satisfaction and the maintenance of the high-quality standards of our products.

What Does Our Warranty Offer?

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


The Boxmistral® Warranty does not apply to:

  • Improper use, lack of care, or failure to follow the instructions for use, hygiene, and maintenance.
  • Damage caused by negligence, cuts, burns, flooding, or other improper uses.
  • Products purchased used, second-hand, or from unauthorized sellers.
  • Failure to follow the official Boxmistral® complaint procedure.
  • Damage due to bending, crushing, or exposure to cold temperatures.
  • Damage or defects resulting from normal wear and tear of the product.
  • Wet products, immersed in water, or heavily stained/soiled.
  • Alterations or repairs of the product without the consent of Boxmistral.
  • Defects in rolled mattresses caused by improper opening of the packaging.
  • Individual preferences regarding the comfort, firmness, or softness of the mattress.
  • Damage caused by mold formation in inadequate 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 measurements 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 File a Claim

To file a claim under the Boxmistral® Warranty, follow the procedure:

  • Contact the Dealer: Initially, contact the authorized dealer from which 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: Present the original invoice or receipt as proof of purchase and the activated warranty number associated with the mattress.
  • Communicate the Defect: Send a communication to [email protected], attaching photographs that document the mattress defect.
  • Return of the Product: If requested by Mistral srl, return the defective product to Mistral srl or to the authorized dealer.

Our Responsibility

The responsibility of Mistral srl is limited to the cost of repair and/or replacement of the product under the Boxmistral® Warranty. Therefore, Mistral srl will not be liable for any event of loss or damage, regardless of the cause, that arises from the purchase, possession, sale, or use of the products.
The products are sold exclusively for domestic and private use. Mistral srl assumes no responsibility for any case of loss of profit, loss of business, business interruption, or loss of work opportunity.

Legal Rights of the Buyer

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

Last modified date: 28 March 2024 
My Agile Privacy
This website uses technical and profiling cookies. Clicking on "Accept" authorises all profiling cookies. Clicking on "Refuse" or the X will refuse all profiling cookies. By clicking on "Customise" you can select which profiling cookies to activate.