Thank you for your trust and for choosing ONSEN® products.
As the manufacturer, we make every effort to ensure our products meet high standards of ergonomics, durability, and workmanship. This document constitutes a quality guarantee granted by Onsen Sp. z o.o. in accordance with Article 577 §1 of the Polish Civil Code. It sets out the detailed terms of warranty protection, the Guarantor’s obligations, and the rules for submitting warranty claims.
ONSEN® provides up to 15 years of warranty for its products. The warranty covers material and manufacturing defects inherent in the product that arose for reasons beyond the user’s control and became apparent during the warranty period.
Please note that, in the event of non-conformity of the sold item with the contract, you are entitled by law to legal remedies provided by and at the expense of the seller. This warranty does not affect those remedies and does not limit consumer rights arising from legal provisions, including rights resulting from the seller’s liability for non-conformity of goods with the contract.
The warranty terms described in this document, the product use rules, and the instructions for use and maintenance form an integral part of the product usage principles. Compliance with them is necessary to maintain the product’s properties and the validity of the granted warranty protection.
Warranty periods
The warranty period depends on the product type and the specific component covered. ONSEN® grants warranties for the following periods:
- 15 years for the Osaka Air mattress core;
- 2 years for the Osaka GRID™ mattress core;
- 10 years for the cores of Asana, Enso, and Hiro orthopedic pillows;
- 2 years for the cores of Asana GRID™, Enso GRID™, and Hiro GRID™ orthopedic pillows;
- 2 years for the filling of classic pillows;
- 2 years for mattress covers;
- 2 years for pillowcases;
- 2 years for bedding sets;
- 2 years for sheets;
- 2 years for mattress protectors;
- 2 years for furniture;
- 2 years for the remaining assortment.
The warranty period is calculated from the date the product is handed over to the Buyer, and in the case of mail-order sales, from the date the product is delivered to the Buyer, unless the sales documents indicate a different start date for warranty protection.
Territory covered by the warranty
The warranty applies within the territory of the Republic of Poland. For products delivered outside Poland, warranty protection is not excluded; however, the manner of exercising warranty rights, including arranging transport of the product for technical assessment, is agreed individually with the Guarantor, taking into account the type of product, the place of use, and the nature of the reported defect.
Scope of warranty protection
The warranty covers, in particular, material and manufacturing defects that prevent proper use of the product in accordance with its intended purpose, the instructions for use, and the operating rules specified by the Guarantor.
For mattresses and pillows, warranty protection applies to the product core, provided the defect does not result from normal wear and tear, improper use, soiling, moisture, mechanical damage, or use contrary to the product’s intended purpose.
For mattresses, a warranty-covered defect is considered to be a permanent, visible deformation of the core that occurs despite proper use of the product on a suitable, stable, and ventilated base, provided the deformation exceeds normal usage tolerances typical for foam materials.
For orthopedic pillows, a warranty-covered defect is considered to be permanent damage or deformation of the core that occurs despite proper use and prevents using the product as intended, provided it does not result from the material naturally adapting to the user, improper use, or mechanical damage.
For covers, pillowcases, bedding, sheets, mattress protectors, and other textile products, the warranty covers material and manufacturing defects, including defects of seams, zippers, fabrics, or other components, provided they did not arise due to improper washing, drying, ironing, cleaning, storage, or use.
Warranty exclusions
The warranty does not cover:
- natural wear and tear resulting from proper use of the product;
- changes in product properties resulting from normal use, including the natural adaptation of materials to the user’s body;
- subjective impressions regarding firmness, resilience, height, comfort, or ergonomics, if the product complies with the technical specification, product description, and declared intended use;
- mechanical damage, cuts, abrasions, tears, burns, point deformations, and other damage caused by the user;
- damage resulting from flooding, moisture, soiling, mold, or contact with chemical substances;
- damage resulting from improper transport, carrying, folding, storage, or assembly by the user;
- damage resulting from use contrary to the operating instructions, hygiene rules, intended purpose, or the Guarantor’s recommendations;
- defects caused by washing, drying, ironing, or cleaning not in accordance with the label markings or care instructions;
- color differences resulting from screen settings, fabric production batches, or the natural characteristics of the materials used;
- products modified, repaired, or altered outside the Guarantor’s authorized process;
- products used contrary to their intended purpose, in particular under excessive load, improper ventilation, or without appropriate support;
- defects, damage, or changes in product properties resulting from use by third parties in a manner inconsistent with the product’s intended purpose or proper use rules.
Rules for submitting a warranty claim
It is recommended to submit a warranty claim immediately after a defect is discovered, to allow efficient assessment and to reduce the risk of further damage to the product. Claims may be submitted electronically to the Guarantor’s email address or via the contact form available on the ONSEN® website.
The claim should include:
- the Buyer’s first and last name or company name;
- contact details enabling claim handling;
- proof of purchase or other information allowing confirmation of the purchase, such as the order number, payment confirmation, or purchase-related correspondence;
- the product name and its variant, size, or configuration, if applicable;
- a description of the defect;
- photos or other materials enabling preliminary assessment;
- information on how the product has been used, stored, and maintained, if needed to assess the validity of the claim.
The Guarantor may request that the claim be supplemented, that additional photos be provided, that the product be made available for inspection, or that the product be delivered for technical assessment.
The Guarantor may refuse to accept the product for technical assessment or to perform service activities if the product is contaminated in a way that makes safe inspection impossible, in particular if it is damp, moldy, soiled with bodily fluids, or contaminated with biological substances.
Time limit for reviewing a warranty claim
The Guarantor reviews a warranty claim within 14 days from receipt of a complete submission, unless assessing the defect requires inspection of the product, providing additional information, or performing a specialist technical assessment. In such a case, the Buyer will be informed about the further procedure.
A complete submission is understood as one that contains information and materials allowing identification of the product, confirmation of purchase, a description of the reported defect, and a preliminary assessment of the validity of the warranty claim.
How the warranty is fulfilled
If the warranty claim is accepted, the Guarantor, after a technical assessment of the product and taking into account the nature of the defect, may:
- repair the defect;
- replace the defective component with a defect-free one;
- replace the product with a defect-free one;
- propose another solution agreed with the Buyer, if appropriate to the nature of the claim.
The method of warranty fulfillment should correspond to the nature of the defect, the product’s properties, and the Guarantor’s technological and organizational capabilities. Replacing the product or its component does not start a new warranty period, unless the Guarantor expressly decides otherwise. In such a case, warranty protection lasts until the end of the original warranty period.
Conditions for proper use
To maintain the product’s properties and the validity of the warranty, the product should be used in accordance with its intended purpose, operating instructions, care rules, and the Guarantor’s recommendations.
In particular, mattresses should be used on a stable, even, and breathable base ensuring proper ventilation. The base should allow free air circulation and provide even support for the mattress core across the entire usable surface.
Textile products should be washed, dried, and maintained in accordance with the care labels and instructions for use. Products should not be exposed to prolonged moisture, soiling, high temperatures, fire, sharp tools, or substances that may damage the materials used.
Products should be stored in a dry, clean, and ventilated place, away from sources of moisture, high temperature, direct sunlight, and factors that could cause permanent deformation, soiling, or damage.
Guarantor
The Guarantor is Onsen Sp. z o.o., based in Toruń, the manufacturer of ONSEN® products.
This quality guarantee applies under the terms set out in this document and relates to original ONSEN® products purchased from the Guarantor, through ONSEN® official sales channels, or from a seller offering original ONSEN® products, provided that the sales document, order number, payment confirmation, or other information allows confirmation of the purchase of the product covered by warranty protection.
