UP TO 15 YEARS WARRANTY AT ONSEN®

Onsen Sp. z o.o. provides warranties for ONSEN® brand products in accordance with Article 577 §1 of the Civil Code. The duration and detailed terms of the warranty are specified in: the Warranty Card (included with the product), General Manufacturer's Warranty Terms, and Manufacturer's Warranty Exclusions.

By fulfilling the obligation under Article 577 §2 of the Civil Code, Onsen Sp. z o.o. declares that in case of non-conformity of the sold item with the contract, the buyer is entitled to legal remedies at the expense of and on the part of the seller, which legal remedies are not affected by this warranty.

1. All ONSEN® brand products are suitable only for the purpose described in the offers and in the operation instructions attached to the products.

2. ONSEN® brand mattresses, pillows, and other products are not intended for jumping, gymnastic exercises, acrobatics, sports activities, or other activities outside the normal use of the product.

3. An ONSEN® brand mattress should be placed on a surface that provides proper support and allows air circulation. It is recommended to place the Osaka Air mattress on a stable base. It can be used on both hard and flexible slatted bases, as well as continental beds or pallets. For slatted bases, it is optimal for the slats to have at least 20 rungs with gaps between them of 2-4 centimeters. This will ensure proper mattress ventilation and moisture drainage.

4. ONSEN® brand mattresses, pillows, and other products should be protected from water, fire, and other hazards.

5. Individual pieces of ONSEN® brand mattresses, orthopedic pillows, and other products may slightly differ in width and length from nominal dimensions. This does not affect the functionality of the products.

6. ONSEN® brand mattresses are equipped with covers that can be washed. To do this, unzip the top part of the mattress cover using the zipper and wash it according to the instructions on the label and in the mattress instructions. The bottom part of the covers is suitable for hand washing or washing at low temperatures.

7. ONSEN® orthopedic pillows are equipped with covers that can be washed. To do this, remove the cover using the zipper and wash it according to the instructions on the label and in the orthopedic pillow instructions.

8. Do not clean the core (insert) of ONSEN® brand mattresses or pillows in a manner inconsistent with the instructions. Cleaning them with detergents, steam, or sometimes even water can alter their physical properties. In some cases, this may cause irreversible damage to the product.

9. ONSEN® brand mattresses, once removed from the box and laid flat, achieve their proper shape within a maximum of one hour. It is recommended to unpack mattresses within a maximum of 7 days from the date of receipt of the shipment.

10. Each mattress may initially feel too firm or too soft for some users in the first few days of use. This is due to differences in firmness that occur when changing mattresses. The body adjusts to a new mattress within approximately 35 days.

12. In addition to the warranty coverage for ONSEN® brand products, consumers also have the right to make claims in case of non-conformity of the goods with the contract. Claims under this right will be considered in accordance with applicable regulations.

Guarantor - Onsen Sp. z o.o.

Consumer - a person placing an order or actually using the purchased product

1. The warranty liability covers only defects arising from the fault of the Guarantor, which includes primarily the use of defective materials, manufacturing errors, or design defects. They must arise directly from reasons inherent in the specific product instance. 

2. Under the warranty, the Consumer has the right to free repair or replacement of the product if defects are identified during its validity period.

3. The warranty covers all products manufactured by Onsen Sp. z o.o. and sold directly through the Guarantor's website. The warranty periods are as follows:

4. Warranty claims must be submitted with a receipt, VAT invoice, order number, or by providing other data allowing identification of the purchase in the Guarantor's IT system.
 
5. The warranty is valid in countries where the Guarantor conducts sales through official channels.

1. The warranty does not cover damages resulting from Consumer's failure to comply with Guarantor's recommendations and/or operating instructions attached to the product, as well as damages resulting from improper use, storage, or transportation of the products by the Consumer.

2. The warranty does not cover natural phenomena that occur over time, unless these changes result from the use of defective materials. It does not cover normal wear and tear of materials and damages caused by Consumer-related factors.

3. The warranty does not cover damages resulting from unauthorized modifications made to the products.

4. The warranty does not cover consequential damages, with liability governed by general principles under applicable law.

1. In the event of identifying a warranty-covered defect, the Consumer has the right to report it to the Guarantor. Claims must be made no later than 7 days from the date of discovery.

2. Upon filing a warranty claim, immediate cessation of use of the advertised product is required.

3. Warranty claims should be submitted in writing. They should be directed to the Guarantor's email address, including the Consumer's personal data, a description of the advertised product, purchase price and date, a detailed description of the circumstances of identifying the defect along with the date of its discovery. The claim should include photographic or video documentation of the advertised defect.

4. The Consumer is responsible for properly securing the product during transport, as well as clearly marking its packaging with the sender's details and the claim number.

5. The product being claimed under warranty should be clean and dry. Its hygienic condition should not pose any biological hazard to the Guarantor or its employees. Therefore, before shipping the product, ensure it does not exhibit any bodily fluids, significant stains, or visible dirt.

If a product is received that is unsuitable for safe inspection, photographic documentation will be prepared, and the shipment will be returned to the Consumer at their expense. The Guarantor will store the product in its warehouse for a maximum of 7 calendar days. After this period, it may be disposed of.

6. Shipping of the advertised product may be at the Consumer's expense. If the claim is accepted, the Guarantor will reimburse shipping costs based on supporting documentation. If the claim is accepted before shipping the product to the Guarantor, transportation will be arranged by the Guarantor at its expense, after prior agreement on the details.

7. The Guarantor does not provide substitute goods while handling warranty claims.

8. Acceptance of the claim will result in repair or replacement of the product free from defects. A new product will be sent to the Consumer at the Guarantor's expense. If this is not possible, perhaps due to discontinuation of the product, other forms of compensation, such as a refund, may be considered.

9. The Guarantor undertakes to process warranty claims within 14 days from the date of receiving notification of the defect and the accompanying documentation allowing the claim to be assessed without physical inspection of the product. If physical inspection is necessary, the claim will be processed within 14 days from the receipt of the advertised product at the Guarantor's address.