WARRANTY PROVIDED BY ONSEN®

I. Definitions and Scope of Liability

1. Guarantor – Onsen Sp. z o.o.
2. Consumer – a person placing an order or actually using the purchased product
3. The warranty covers only defects resulting from the Guarantor's fault, such as the use of defective materials, manufacturing errors, or design flaws. These must stem directly from internal issues in the product.
4. Under the warranty, the Consumer is entitled to a free repair or replacement of the defective product, provided the defect is discovered and reported during the warranty period.
5. The warranty applies to products manufactured by Onsen Sp. z o.o. and sold directly through the Guarantor’s website. The warranty periods are:
   1) 15 years for the mattress core;
   2) 2 years for the mattress cover;
   3) 10 years for the orthopedic pillow core;
   4) 2 years for the orthopedic pillow cover;
   5) 2 years for other products.

II. Product Usage and Maintenance Conditions

1. ONSEN® products are intended only for the purposes described in offers and user manuals. They must not be used for jumping, exercising, acrobatics, sports, standing, or other non-standard uses.
2. ONSEN® mattresses must be placed on a surface that ensures proper support and airflow. For proper ventilation:
   - with wide slats (5-7 cm): at least 17-18 slats, max 4 cm spacing;
   - with narrow slats (3-4 cm): at least 19-20 slats, max 3 cm spacing.
   The mattress should extend at least 10 cm above the bed frame.
3. Use on continental beds or pallets is acceptable if stability and ventilation are ensured.
4. Improper support may void the warranty.
5. Mattresses regain their proper shape within 30 minutes after unpacking. They must be unpacked within 30 days of delivery. Extended storage may cause permanent deformation not covered by the warranty.
6. Initial use may feel subjectively too firm or too soft. The body may take up to 50 days to adjust.
7. Minor dimensional variations (within technological tolerance) do not affect functionality and are not considered defects.
8. Protect products from water, fire, heat, and heavy dirt.
9. Do not wash, clean with detergents or steam, or soak foam cores. This may cause irreversible damage and void the warranty.
10. Removable covers must be washed according to label and instructions. On mattresses, the top cover can be unzipped; the bottom can be hand-washed or washed at low temperatures.

III. Warranty Exclusions

1. Warranty does not cover damage due to consumer's failure to follow Guarantor’s instructions, improper use, storage or transport.
2. Natural wear over time is excluded unless caused by defective materials.
3. Unauthorized modifications void the warranty.
4. No liability for incidental or consequential damages, except as provided by law.
5. Foam products must not be exposed to moisture or high heat. Contact with external substances (e.g. water, cleaners) may degrade foam structure, leading to deformations not covered under warranty.
6. Orthopedic pillows may show air bubbles or small imperfections due to molding processes. These do not affect functionality and are not considered defects.
7. Warranty does not cover permanent deformation caused by prolonged point pressure or non-standard use (e.g. sitting, kneeling, standing on mattress, or using it as a workstation).
8. Warranty excludes damage caused by improper support (e.g. widely spaced slats or solid surfaces blocking ventilation).
9. Size deviations within +/- 3% or +/- 3 cm, and subjective firmness feelings are not covered.

IV. Complaint Procedure

1. Defects must be reported immediately, no later than 7 days from detection.
2. Product use must cease immediately after reporting to prevent further damage.
3. Complaint must be sent via email or in documented form and include:
   - consumer’s personal details;
   - purchase evidence (e.g. order number, receipt);
   - product name;
   - detailed defect description, discovery date and context;
   - photographic or video documentation (mandatory).
4. If return is needed, product must be properly secured and labeled with sender data and complaint number (if assigned).
5. Returned product must be clean, dry, and hygienically safe. Unsanitary items will be documented and returned at consumer’s cost without further review.
6. Initial verification is based on submitted photos/videos. If accepted, return shipping is handled by Guarantor. For physical inspections, shipping is at consumer’s expense but reimbursed if the complaint is accepted.
7. No replacement product is provided during the complaint process.
8. If accepted, the product will be repaired or replaced free of charge. If repair or replacement is impossible, refund may be offered.
9. Complaints are processed within 14 days of complete submission or delivery of the product (if physical inspection required).

V. Final Provisions

1. Warranty applies within countries where the Guarantor operates official sales channels.