GUARANTEES MELLO MATTRESS 

GENERAL  

Mello products are covered by a 3, 5 or 10 year warranty depending on the product and the site where you purchased it. This is non-transferable and only covers you if you are the original purchaser and current owner of the Mello product. This warranty applies only if the purchaser has properly handled, used and maintained the product in accordance with the care labels provided with the product and has not handled or used the product in a manner likely to cause damage to beyond the normal wear and tear of the product. 
 
The warranty covers the repair or replacement of the product if a manufacturing defect in the materials likely to affect the normal use of the product appears during the warranty period from the date of purchase. It only applies to domestic use. Please note that no refund will be offered to you outside the 100-night trial period. The warranty only applies to new products purchased by yourself on the official  mello-matelas.fr  website or on authorized reseller websites. The warranty applies only while the product is in the home of the original purchaser and does not apply to products purchased from non-authorized resellers or to refurbished and used products.  
 
 
Mello, 16 rue des sweepers 67000 Strasbourg is the guarantor of this guarantee. You can contact us via  hello@mello-matelas.fr . 

 

HOW LONG DOES THE WARRANTY LAST? 

The warranty lasts 3, 5 or 10 years depending on the product and the site where your product was purchased:  

• A 10-year warranty applies to mattresses  and 5 years to mattress toppers  purchased on mello-matelas.fr 
• A 10-year warranty applies to mattresses and 5 years to mattress toppers purchased new on marketplaces such as Amazon, Cdiscount and Darty. 
• A 3-year warranty applies to accessories and bed linen purchased on mello-matelas.fr or marketplaces such as Amazon, Cdiscount and Darty. 

These guarantees start from the date of the order. The replacement of the defective product does not extend the initial duration of your guarantee. 

You can also register your product to activate and extend its warranty from 3 to 5 years free of charge at the following link:  https://garantie.viscosoft.fr/

 

HOW TO MAKE A COMPLAINT?  

To file a claim, you must be the original purchaser and current owner of the product. You can make a complaint by email to the address  hello@mello-matelas.fr  describing as precisely as possible the problem encountered, accompanied if possible by photos. Please specify your order number. Proof of purchase or additional photos/videos may be required. In the absence of photo/video evidence, the request may result in a non-exercise. 

WHAT WILL MELLO DO TO REMEDY THE PROBLEM? 

After studying the problem reported by email, the Mello team will inform you if all the conditions are met to activate the warranty claim. A prepaid return label will be sent to you so that the defective product can be returned to us for checking and analysis. If after verification, it is concluded that the defect is eligible for warranty, we will send you a replacement product. If the defect concerns only part of the product, only this part will be returned. We will replace the product deemed to be defective with an identical model or of comparable quality of an equivalent or lower price in the event that the model no longer exists. If the size is no longer sold, we reserve the right to replace the product with a similar size. 
 
 

 

THE MELLO MATTRESS AND MATTRESS TOPPER GUARANTEE 

The conditions of our mattress and mattress topper guarantee are as follows: 

THE MATTRESS AND MATTRESS TOPPER WARRANTY COVERS THE FOLLOWING MANUFACTURING DEFECTS: 

• A manufacturing defect in the product such as the formation of a major crack or tear greater than 15cm under normal use and proper handling of the product. 

• A major foam manufacturing defect such as a clearly visible body indentation, tear or collapse of the foam, greater than 2.5cm. That is to say a sagging that is clearly visible and provable without any pressure being exerted on the mattress or mattress topper. Manufacturing defects visible on the foam must therefore be reported within 100 days of delivery. 

• Any manufacturing defect in the cover of the mattress or mattress topper such as a broken zipper, torn fabric or a seam that comes undone. These manufacturing defects of the mattress cover or mattress topper must be reported within 100 days after delivery of the product and do not give the right to replacement of the mattress or mattress topper but only of the defective cover.  

Photos will be systematically requested from you in order to see the problem. If our team finds that the mattress or mattress topper is defective, a replacement will be offered to you free of charge. However, no refund can be offered to you outside the 100-night trial period. In addition, the replacement mattress or mattress topper delivered following the return does not benefit from the guarantee of 100 trial nights and free return.  

 

THE MATTRESS AND TOPPER WARRANTY DOES NOT COVER: 

• Mattresses and mattress toppers not unpacked within one month of the delivery date. Please note that mattresses and mattress toppers that do not return to their original shape can only be reported within 30 days of delivery.  
• Mattresses and mattress toppers with defects due to improper handling, such as during transport of the product or use in public or professional places. 

• Normal wear and tear on the mattress or mattress topper and situations that may cause deterioration or damage.  
• The normal reduction in the firmness of the foam does not impact the general qualities of the mattress or the mattress topper. 
• The normal and natural sags of the materials, that is to say the  sags not going  beyond 2.5cm in height. 
• Above average wear and any use of the product beyond its intended use. 
• Wear of the cover or foam caused by washing such as pilling, shrinkage or tearing of the product due to machine washing or drying or improper methods or products. 

• Minor imperfections and slight cosmetic flaws 
• Tears, stains, odors, staining or discoloration of materials, dirt, burns, any impregnation of liquids that occur over time. 
• Mattresses and mattress toppers that have been improperly stored, used on unsuitable bed frames or box springs. 
• Damage caused by moisture or mold. 
• Personal preference issues regarding comfort, firmness, texture, warmth, etc. 

• Individual or personal allergies or sensitivities 
• Contamination by fleas, bed bugs or other parasites 
• Faults resulting from force  majeure or natural phenomena beyond our control, including, without limitation, fire, flood or natural disaster.  
  
  

THE MELLO BED ACCESSORIES GUARANTEE 

The Mello bed accessories guarantee applies to bed linen (set, fitted sheet, duvet cover, pillowcases), mattress protector , duvet, pillows, plaids and blankets.  

The terms of our bed accessories warranty are as follows: 

The Bed Accessories warranty covers the following manufacturing defects: 

• A physical defect in the Product such as a major crack, tear or deformation under normal use and proper handling of the Product.  
• A manufacturing defect in the product such as torn fabric or a seam that comes undone. 

Such visible manufacturing defects of the product must be reported within 100 days after delivery of the product. 

• A visual defect of the product such as a visible stain or imperfection. Must be reported within 48 hours of receipt OR before use. 

THE MELLO BED ACCESSORY WARRANTY DOES NOT COVER: 

• Products with defects due to improper handling such as during transport of the product or use in public or professional places. 
• Normal wear and tear of the products and situations likely to cause deterioration or damage (ex: non-domestic situation). 

• The normal reduction in the firmness of the foam does not impact the general qualities of the product. 
• The normal and natural sags of the materials, that is to say the sags not exceeding 2.5 cm in height. 
• Above average wear and any use of the product beyond its intended use. 
• Wear and tear of the product and fabrics caused by washing such as pilling, shrinking or tearing of the product due to machine washing or drying or improper methods or products used. 
• Common accidents such as “wetting the bed” will not give rise to a replacement of the product. 

• Minor imperfections and slight cosmetic flaws 
• Tears, stains, staining or discoloration of materials, dirt, burns, any impregnation of liquids that occur over time. 
• Products that have been improperly stored, moisture, odors or mold. 
• Personal preference issues regarding comfort, firmness, texture, warmth, etc. 
• Individual or personal allergies or sensitivities 

• Contamination by fleas, bed bugs or other parasites 
• Defects resulting from force majeure or natural phenomena beyond our control, including, without limitation, fire, flood or natural disaster.