Warranty

Sleep without worries!

What does the warranty cover?
– Cracking, sagging or foam damage that has occurred despite proper use of the mattress.
– Breakage of the casing seal or any damage to the liner.

Do you have a problem?

If you notice something wrong that’s covered by our warranty, all you need to do is contact our customer service team. We’ll ask for some photos of the affected mattress, and if necessary, we’ll send you a replacement as soon as possible. It’s that simple!

What do I need to make my warranty valid?
All you need is the confirmation email you’ll receive when you make your purchase directly with us. If you made your purchase through one of our partners, it’s important to keep the confirmation email or your purchase receipt.

In the unlikely event that your SIMPLE mattress has any defects, that’s all we need to apply the warranty.

If we process your warranty, we will always ask for three photographic evidence of the defect to handle the warranty remotely, so you won’t have to deal with any physical inspections.

What are the details of SIMPLE’s warranty and satisfaction policy?
All SIMPLE mattresses come with a warranty of up to 10 years against manufacturing defects in materials. Warranty coverage is only applicable in cases of defects in the product arising during its manufacturing. The damages covered by this warranty are listed below, non-exhaustively:

• Rips or tears in the fabric
• Frayed seam
• Damaged elastic

The factory defect warranty applies only to purchases made through the website https://simple.mx. Any purchase made through our business partners will be subject to their internal policies. In case of doubts, the customer must contact them through their customer service department to manage any process.

Warranty Validity Policy

Damages that the mattresses may suffer during shipment or delivery maneuver are out of warranty, so we ask the customer to check the merchandise received and sign in accordance that the conditions are optimal.

To validate the warranty, the mattresses must be clean and free of any type of stains from food, beverages, human or animal fluids (except sweat), as well as cigarette burns, cuts or punctures.

In the event that the merchandise is damaged and requires an exchange or replacement of parts, the user will be informed if there is any cost to be covered by the user and the approximate delivery date.

The warranty validation process may take up to 20 business days to be processed.

Warranty validation process

1. In the event that the mattresses have a manufacturing defect, the customer should contact the Customer Service department by mail at ventas@simple.mx,

2. The customer service executive will request the order number or proof of purchase according to the channel where the mattress was purchased.

3. A service order will be raised and the customer will receive a tracking case number.

Warranty approval

SIMPLE may ask the customer for testimonial evidence and photographs of the mattresses alleged to be defective. Based on the evidence it will determine whether or not to approve the warranty.

The customer will receive an opinion notifying whether his warranty was approved or denied, as well as the reasons that determined it. The customer will also be informed if there is any cost to be covered by the customer and the approximate delivery date.

If the warranty is approved, SIMPLE will keep the defective product and a new replacement product will be sent to the customer. This will not count against the 100-night trial period.

The new product received by the customer will correspond to its most recent version and not necessarily to the version available at the time of purchase. If the customer does not agree to receive a newer version, he/she may request a refund by contacting the Customer Service department.