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About the company Shipping and payment Warranty

Warranty

1. All products purchased in the online shop askona.eu are covered by the manufacturer / distributor warranty for a period of 2 years, from the date of purchase. Warranty conditions for each product are set individually, but the warranty period is at least 2 years. Before using the product, please carefully read the instruction manual and warranty conditions.

Sofas
The warranty period from the manufacturer on all sofas and armchairs (hereinafter referred to as the product) is 24 months from the moment the goods are delivered to the Buyer or it’s Representative.
Warranty covers fabric and / or manufacturing defects.
There is also an extended additional warranty service on all sofas and armchairs of SIA “Askona-LV” - 5 years from the moment the goods are delivered to the Buyer or it’s Representative.
This warranty can be applied in the cases of detection of the defects of the materials, components or production defects of the goods.
Warranty service is a free of charge elimination of the manufacturing defects of the goods by repairing it, including, if necessary, the replacement of some parts of the goods. Warranty service does not include the ability to refuse to perform the sales contract, to refuse from the goods, replace the goods or return the money.
Warranty service covers manufacturing defects.
Production defects are not considered to be the following:
Changes in the product components or its technology, carried out by the manufacturer within the framework of product improvements, which do not affect the properties of the product,
The natural smell of manufacturing materials, which is a characteristic of the new product,
Insignificant differences in size from the sample presented in the shopping center, within the framework of the settled standards,
Insignificant differences of shades, texture or tones of upholstery materials of the product set or the product itself from the previously presented samples.
The seller provides warranty service for the goods provided that a full compliance with all the following conditions:
Warranty service affects the product while maintaining these warranty obligations, keeping the original labels, as well as documents confirming the fact of purchase.
Compliance with the requirements for the use and care of the sofa, specified in the recommendations on the reception of goods.
The product must be clean, without visible stains and dirt.
Warranty service applies to sofas that do not have mechanical damage, signs of self-repair or self-replacement of the parts or changes in the design of the goods.
Not exhibited as an exhibition sample at the trading facilities.
Used as intended (sofas for sitting and lying).
The sofa was used with a mattress intended for it, which was supplied with the sofa and was not used without a mattress.
Warranty service does not apply to:
Natural wear and tear of the materials caused by the normal use of the product, including attrition or shedding of the upper layer of the eco-leather, scuffs through the upholstery and / or covers.
Damage to the fabric of the product: scratches, cuts, hooks, stains and dirt, traces of cleaning.
On the natural shrinkage of the soft layers of the product, which occurs as a result of regular use.
On the decorative items of the goods, accessories, covering elements.
On the sofas used for commercial purposes without the permission for it.
Transforming adjustable Base “ErgoMotion”
The warranty period from the manufacturer on the ErgoMotion transforming base (hereinafter referred to as the product) is 24 months from the moment the goods are delivered to the Buyer or it’s Representative.
Warranty covers fabric and / or manufacturing defects.
All the SIA “Askona-LV” ErgoMotion transforming bases are covered by an additional warranty service - 10 years from the moment the goods are delivered to the Buyer or it’s Representative.
This warranty is valid in cases of detection of the defects in the materials or manufacturing defects of the goods.
The warranty period for the exhibition samples of transforming bases “ErgoMotion” is 24 months.
Warranty service is a free of charge elimination of the manufacturing defects of the goods by repairing it, including, if necessary, the replacement of some parts of the goods. Warranty service does not include the ability to refuse to perform the sales contract, to refuse from the goods, replace the goods or return the money.
The seller provides warranty service for the goods provided that a full compliance with all the following conditions:
Warranty service affects the product while maintaining the label (serial number on the base frame), instructions for use and warranty card (attached to the box with the base), as well as the documents confirming the purchase.
Compliance with the requirements for the use and care of the goods specified in the instructions for use (enclosed in a box with the base).
Warranty service applies to goods that do not have mechanical damage and signs of self-repair.
Use of goods for the intended purpose (for lying).
Warranty service does not apply to:
Damage resulting from the use of the transforming base for other not intended purposes or as a result of incompliance of the instructions for use.
Damage resulting from the repair or replacement of the parts of the transforming base by the persons not authorized to do so.
Making changes to the transforming base Ergomotion is prohibited.
With the passage of advisory councils of authorized services (service centers).
At non-compliance with recommendations regarding the weight restrictions specified in the maintenance instruction.
When inflicting damage as a result of illegal actions aimed at the destruction or damage of the transforming base Ergomotion or natural disasters.
Ergomotion base should only be used with mattresses especially designed for the use with transforming bases.
The life of the product is 10 years. The product does not contain substances hazardous to human health and the environment. At the end of its service life can be disposed of as a household waste.
Beds and headboards
The warranty period from the manufacturer on all beds and headboards (hereinafter referred to as the product) is 24 months from the date of the delivery of the goods to the Buyer or it’s Representative.
Warranty covers fabric and / or manufacturing defects.
All SIA “Askona-LV” beds and headboards, except for the models: Marta, Monica, ProntoPlus, Cassandra, Christiano, Domenico are covered by an additional warranty service - 5 years from the moment the goods are handed over to the Buyer or it’s Representative.
The models Marta, Monica, Pronto Plus, Cassandra, Christiano, Domenico are covered only by a standard warranty service - 24 months from the moment the goods are delivered to the Buyer or it’s Representative.
This warranty is valid in cases of detection of the defects in materials or production defects of the goods.
On all beds / headboards, the manufacturer installs additional warranty service for 5 years from the moment the goods are transferred to the Buyer or Representative.
Warranty service does not include the ability to refuse to perform the contract of sale, to refuse the acceptance of the goods, replace the goods or return the money.
The service life of the goods - 10 years.
The seller provides warranty service for the goods provided that a full compliance with all the following conditions:
Warranty service applies to the manufacturing defects associated with the headboard, back, sides (sidewalls) and legs of the beds.
Warranty service affects the goods only if the original labels are kept (2 pcs.: on the lower part of the back and on the central side) and the passport of the product (in the package with documents and assembly instructions, usually inserted into the package with the details of the back / headboard of the bed).
The product must be in its pure form, without visible stains and dirt.
Warranty service covers the bed / headboard without the mechanical damage and the signs of self-repair.
This product has not been exhibited as an exhibition sample in the sales area.
Use of the product against a wall or other vertical support.
Use of the goods for the intended purpose (bed for lying).
Warranty service does not apply to:
Natural wear and tear of the materials caused by the normal use of the product, including attrition or shedding of the upper layer of the eco-leather, scuffs through the upholstery and / or bed covers.
Damage to the fabric of the product: scratches, cuts, hooks, stains and dirt, traces of cleaning.
Natural shrinkage of the soft layers of the product occurs as a result of normal use.
Certain elements of the goods (rhinestones, pearls, etc.).
If beds are used for commercial purposes without permission for commercial use.
Bases, slat frames, frames with a lifting mechanism, the frame lifting mechanism itself.
The presence of the manufacture smell of the new product disappears during the first two weeks of use.
Mattresses
The warranty period from the manufacturer on all mattresses is 24 months from the date of delivery of the goods to the Buyer or it’s Representative.
Warranty covers fabric and / or manufacturing defects.
SIA "Askona-LV" offers an extended warranty for mattresses of the following series:
- The King Koil collection of mattresses - 15 years (buying together with the King Koil base - 35 years);
- The Royal Masterpiece mattresses - 15 years, buying together with the Royal Masterpiece base;
- The King Koil Malibu mattresses - 15 years;
- The Serta Perfect Sleeper collection of mattresses - 15 years;
- The Askona Original collection of mattresses - 10 years;
- The Expert mattresses collection - 5 years;
- The Askona Sleep Style collection of mattresses - 10 years, except for models Twist, Twist High, Emotion;
- The following models of the Sleep Style collection: Twist, Twist High, Emotion - 5 years;
- The Askona NanoPocket Collection of mattresses - 15 years;
- The Askona Promo collection of mattresses - Fortuna, Harmony, Legenda, Basic, Basic High, Start, Fiesta - 3 years;
- The Mediflex collection of mattresses - 15 years;
- The Mediflex Kids mattresses - 3 years;
- The Sleep Professor collection of mattresses - 15 years.
The warranty period starts from the moment the goods are received by the buyer or his representative.
Claims regarding hidden defects of the Goods from the Buyer are accepted by the Seller within the warranty period with the obligatory presentation by the Buyer the contract of sale and payment documents for the purchased goods (cash and / or sales receipt, bank statement, invoice, TN, TTN, etc.) , annexes to the contract, the document of acceptance of the goods.
Warranty does not cover:
for the defects caused by the non-compliance of the instructions of use of the Goods by the Buyer, as well as the defects, which aroused during assembly (installation) and delivery of the Goods made by the Buyer independently and / or by third parties (without the participation of the Seller’s employees)
defects caused by the following factors: accidental damage (damage occurred during transportation, negligence), mechanical damage, which occurred after the receipt of the goods by the Buyer, damage caused by the incorrect, careless use and the non-compliance with the Product Care Rules.
Claims are not accepted:
in the absence of payment documents confirming the fact of purchasing the Goods from the Seller;
with damage done to the goods due to the action of light and / or sources of electric lighting, sunlight, electrical appliances, heating devices, hot objects, detergents and other chemicals;
in case of non-compliance with the transportation rules (in case of pickup of goods by the buyer itself), operation, maintenance, storage, installation rules (described in the assembly instructions) of the Goods and other components, in case of the mechanical damage, etc .;
if the permissible (recommended by the seller) load on the mattress is exceeded during its use;
on the structural deformation of the mattress from its incorrect use;
on dissatisfaction with the mattress for its comfort, compliance with medical indicators, including allergic reactions;
on the presence of scratches, stains, dirt, cuts and so on;
with the usual shrinkage of the soft layers of the mattress, which naturally arise when they are used under the pressure of the weight of a sleeping person. Such shrinkage of the soft layers of the mattress can be up to 3 cm from the height of the mattress, depending on the weight of the user. This is not a structural or manufacturing defect, that may affect the consumer properties of the mattress;
in case of damage to the decorative elements of the mattress. The handles of the mattress perform a decorative function and are not intended to carry and / or turn the mattress.
The warranty does not apply and claims are not accepted in the absence of a label (sticker, tag), which marks the goods. In this case it’s not possible to identify the seller and/or the manufacturer of this product.
  IMPORTANT! Identification labels have product labeling with a number and bar-code personalization, which allows you to get information about the product, product characteristics, name, size, etc.). The buyer is obliged to keep the label (tag) for the entire warranty period!
The warranty period is only valid when the Buyer complies with the following maintainance conditions:
After removing the mattress from the packaging, it is recommended to ventilate the mattress for at least 48 hours and further on for another 14 days of exploitation, to minimize the manufacturing odors.
During transportation, storage and operation, the mattress should be in a horizontal position on a flat surface.
Under the mattress always use a quality base with suitable dimensions. DO NOT place extra items under the mattress. It is NOT allowed to put the mattress on the base, the width of which exceeds 120 cm and does not have a central support, as well as on the slat base, where the distance between the slats is more than 80 mm.
In order not to damage the spring block and the inner layers of the mattress, it is STRICTLY FORBIDDEN to bend or fold the mattress, to walk on it with feet, including children (except of springless mattresses based on a monolith block of latex or polyurethane foam).
It is strictly forbidden to use a mattress on a bed, that has a smaller size of a sleeping place then the mattress itself.
Use the mattress in dry, ventilated areas. Do not allow chemicals or water to enter the mattress.
Perform dry cleaning of the mattress with a vacuum cleaner. Water-soluble stains can be removed with a cleaner for upholstered furniture or soapy water.
The overall life of the mattress depends on the weight of the user, which is recommended for the particular model of the mattress. Be sure to ensure that your weight does not exceed the recommended load for this type of mattress. Our consultant will provide this information to you.
The mattress should be turned over once in 3-4 months “head-legs”, once in 6 months “up-down” (This requirement does not apply to King Koil mattresses).
Additionally, mattresses (including the King Koil series) should be shaken and whipped once every 5-6 months.
During the use of the mattress there may be some distinctive noises (clicks, crunch, squeaks). These natural sounds are not a defect (they arise in the process of adopting the natural components of the mattress) and, after 30 days of use of the mattress, decrease to an insignificant level.
According to the Government standards in the manufacture of the upholstered furniture and mattresses, a slight difference is allowed from the stated overall dimensions, taking into account the tolerances of +/- 1.5%.

Pillows
The warranty period from the manufacturer 24 months from the date of delivery of the goods to the Buyer or it’s Representative.
  1. All SIA “Askona-LV” Sleep Professor pillows are covered by an extended warranty period - 5 years from the date of delivery of the goods to the Buyer or it’s Representative.
  2. The warranty is valid if the goods are properly  accompanied - issued a warranty card and a confirmation of purchase (check, invoice, PNS order, receipt).
  3. The warranty card is valid only if it is correctly and clearly marked: model name, serial number, date of sale, clearly visible seller stamp, seller and buyer signature. It is forbidden to make any changes, delete or overwrite the data specified on the warranty card - in this case the coupon will be declared invalid.
  4. If you have any questions or concerns about the warranty, please contact us and we will be happy to assist you!
  5. The warranty does not apply if:
    • Buyer cannot provide the documents , which proov the purchase. 
    • The product has been subjected to a non-certified repair;
    • Product damage caused by ingress of water, substances, liquids, foreign objects or insects into the product;
    • The product is used with non-standard accessories or spare parts;
    • A damage had been made to the product due to abrupt fluctuations in temperature, other domestic and external factors (dust, dirt, moisture, etc.);
    • There is no regular maintenance of the goods, which is indicated in the instructions for the use of the goods;
    • Damage to the goods caused, for example, due to natural disasters (flood, storm, lightning, fire, earthquake);
    • Goods intended for a personal (household, family) purposes is used for the profit, production purposes or other non-target purposes;
    • Failure to follow the users manual, the installation rules and the rules of use of the goods.
    • The product serial number has been changed, deleted, or cannot be detected.
  6. Warranty conditions do not apply to the parts of the product, which normaly wear and tear, as well as accessories and batteries included in the package.

Complaints procedure:
Any complaint or a dispute arising between you and askona.eu must first tried to be resolved through negotiations and the both parties should strive to reach a mutually beneficial agreement as indicated below (Consumer Protection Law, Article 26.1):
1) Any dispute between the consumer and the seller or the service provider must be resolved through negotiations between the parties in the dispute.
2) If the dispute between the consumer and the seller or the service provider cannot be resolved through negotiations, the consumer must submit a written application to the seller or the service provider, where it is stated:
1) Your first name, last name, residential address and contact information;
2) The date of the submission of the application;
3) The nature of the dispute, its claims and causes;
(3) An electronic application does not require a signature.
(4) The application must be accompanied by the copies of the documents certifying the transaction, as well as other documents explaining the application (if possible).
(5) The seller or the service provider must provide the consumer with a written response to the application within 15 business days from the date of the receipt of the application and report about a possible way to satisfy the claim or settle the dispute, if during this period no agreement was reached on the execution of the consumer’s claim or the alternative ways execution of the claim.
(6) If, for objective reasons, it is impossible to respond to the consumer’s statement within the period specified in paragraph 5, the seller or the service provider must immediately notify the consumer in the written form, indicating a reasonable period of time, during which the answer will be provided, as well as the reasons of such delay.
(7) If the seller or the service provider considers that the consumer’s claim is unreasonable or wishes to offer the consumer a different resolution of the dispute, he must notify the consumer in the written form within the time specified in paragraph five. The seller or the service provider must give an explonation for the reason of rejecting the consumer’s claim.
(8) If the consumer is satisfied with the decision proposed by the seller or the service provider, the dispute is resolved.
(9) If the seller or the service provider does not respond to a consumer request within the period specified in the fifth or sixth paragraph, it is considered that the seller or the service provider refuses to fulfil the consumer demand.
(10) If the seller or the service provider refuses to comply with the customer’s requirement or the customer is not satisfied with the decision made by the seller or the service provider, the customer has the right to contact:
1) Consumer Rights Protection Center for help in resolving disputes;
2) Consumer Rights Center outside the court;
3) The Dispute Resolution Commission with consumers, if the Consumer Protection Center provided assistance, but could not resolve the dispute and there is an opportunity to convene a Dispute Resolution Commission with consumers in the relevant field to resolve the dispute;
4) Court.
  Article 28
Consumer rights, if the goods that do not comply with the terms of the contract are sold or transferred to him:
(1) A consumer to whom a product that does not comply with the terms of the contract has been sold or put into use, has the right to require the seller or the service provider to perform one of the following actions:
1. prevent the violation of the goods under the contract;
2. exchange the goods for the one, that will ensure compliance with the terms of the contract;
3. accordingly reduce the price of the goods;
4. terminate the contract and return the amount of money paid by the consumer for the goods
(2) The consumer has the right to demand that the seller or the service provider free of charge would correct the non-conformity of the goods with the terms of the contract or exchange the goods for free, unless this is impossible or disproportionate.
(3) Preventing or exchanging nonconformity of goods is considered disproportionate if it causes the seller or the service provider to incur expenses, that are not proportional to the alternative options, which are specified in the first paragraph, taking into account:
1) the value of the goods without any inconsistencies;
2) the importance of non-compliance;
3) does the use of the alternative options cause significant inconvenience for the consumer?
(4) Goods to be exchanged or it's non-conformation should be eliminated free of charge (including without sending goods, works, materials and other costs) and within a reasonable period of time without inconvenience to the consumer and taking into account the nature of the goods and the intended purpose of its use.
(5) The consumer has the right to require the seller or the service provider to lower the price of the goods or to terminate the contract accordingly, if the seller or the service provider did not eliminate the non-conformity of the goods in accordance with the terms of the contract within a reasonable period of time, or did not exchange the goods in accordance with the terms of the contract, or if these actions are carried out, causing significant inconvenience to the consumer. Reducing the price or termination of the contract and returning the amount of money paid by the consumer may take into account the use of the goods or the benefits to the consumer when using the goods and agreed upon by the contracting parties.
(6) If the non-compliance of the goods with the terms of the contract is insignificant and cannot significantly affect the consumer’s ability to use the goods, the consumer cannot require the seller or the service provider to terminate the contract and refund the amount paid for the goods. Non-compliance with the terms of the contract is considered insignificant if it does not lead to a significant reduction in the quality of the performance of the main function of the product or its use and can be prevented without a visually detectable change in the appearance of the product.
(7) If improper or poor-quality installation of the goods have caused a non-compliance with the terms of the contract, but the goods are installed by the seller or a third party (by contract with the seller), and also if the goods were installed by the consumer in accordance with the incorrect (inaccurate) or untranslated manual, the goods are considered to be non-compliant with the terms of the contract, and the consumer has the right to require the seller to comply with the requirements.
(8) The implementation of the rights specified in the first paragraph does not exclude the right of the consumer to demand a compensation of the damages or penalties.
(9) Large goods and goods weighing more than 10 kg, which are not in accordance with the terms of the contract, are exchanged or terminated by the seller or the service provider at their own expense.
(10) If the goods are delivered by the consumer, the seller or the service provider refunds the expenses incurred by the consumer in delivering the goods within three business days after receiving the document confirming the expenses.
Information on the possibilities of out-of-court settlement of a dispute :
http://www.ptac.gov.lv/lv/content/arpustiesas-pateretaju-stridu-risinataju-datubaze vai izmantojot platformu: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng = LV
For more information on consumer rights and the procedure for filing an application and reviewing a consumer's claim in case of non-compliance with the terms of the contract or service, you can click on the following link: http://www.ptac.gov.lv/