A clear, measurable warranty
- 5 years on mattresses, 2 years on pillows, bed bases and accessories
- You measure the sag yourself: a straight rod and a tape measure
- 2.5 cm or more is covered, after at least 3 months of use
- Send us a photo or a video with the rod and tape: no inspections
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Product Warranty
At JoyShop, we only select products made in Italy, using quality materials and controlled handmade craftsmanship.
Every product is covered by a legal warranty and is carefully checked before shipment. Our staff is always available to assist you via email or by phone.
Warranty duration
- Mattresses: warranty valid for 5 years from the date of delivery
- Other products (pillows, bed bases, accessories): warranty valid for 2 years from the date of delivery, in accordance with European regulations
What the warranty covers
For mattresses and pillows:
- Internal structure
- Padding
- Fabrics
- Stitching
For slatted bed bases:
- Frame
- Slats
- Firmness adjusters
How we evaluate sagging (objective criterion)
To avoid subjective assessments, we use a measurable threshold and a tool you can check yourself at home:
Warranty coverage threshold: permanent sagging equal to or greater than 2.5 cm
How to measure: with the mattress unloaded (no one on it) for at least 30 minutes, place a rigid, straight rod (a pipe, a wooden board, or a long ruler will work) across the point of maximum depression, then use a tape measure to measure the space between the rod and the lowest point.
When it applies: after at least 3 months of continuous use. Slight settling of the padding in the first few months is physiological and is not considered a defect.
How we verify: send a photo or a short video with the rod and tape measure visible in the frame. If the measured sagging is equal to or greater than 2.5 cm, the defect is acknowledged without the need for further on-site inspection.
Warranty exclusions
The warranty does not cover cases in which the product presents:
- Unsuitable hygienic conditions
- Organic stains
- Damage due to improper use
- Deterioration caused by normal wear and tear
A dimensional tolerance of up to 3%, particularly in height, is to be considered normal and does not constitute a defect.
How to request warranty service
In case of a defect, you are required to:
- Send an email describing the problem
- Attach clear photographs or a short video of the identified defect (for sagging, with a rod and tape measure visible as indicated above)
Our staff will verify the report and reply to you within 5 business days of receiving the photos, with the outcome and the necessary instructions.
Shipping of the product under warranty
If the defect is confirmed, the pickup is organized directly by JoyShop through a courier assigned by us, at no shipping cost to the customer. Before pickup:
- The product must be packed with care
- It must be protected with cellophane and protective materials to prevent transport damage
- Any damage due to improper packaging will not be covered
The technical department will inspect the product and, in the event of an acknowledged defect, will provide repair at no cost to the customer, including pickup and redelivery expenses.
Contacts
Support email:
info@joy-shop.it
Address for returns:
Materasso Shop Srls
Via Pasubio, 9
59100 Prato (PO)
Frequently Asked Questions about the Warranty
Can I extend the warranty beyond the standard 5 years?+
Yes, during the purchase process, you can add an extension package of an additional 5 years to your cart for €69, bringing your total mattress coverage to 10 years.
How long does the mattress warranty last?+
5 years from the date of delivery, extendable to 10 with the optional package. Pillows, bed bases, and accessories have a 2-year warranty in accordance with European regulations.
What should I do if the product has a defect?+
Send an email to info@joy-shop.it with a description of the problem and some clear photographs of the identified defect. Our staff will verify the report and contact you with instructions.
How much sagging is considered a defect?+
A permanent sag equal to or greater than 2.5 cm, measured on an unloaded mattress with a rigid rod placed across it and a tape measure, after at least 3 months of use. Below this threshold, it is considered normal padding settlement, not a defect.
How long does it take to receive a response after reporting a defect?+
We respond within 5 business days of receiving the photos or video, with the outcome of the inspection and instructions for the next steps.
If the defect is confirmed, who pays for shipping and who sends the courier?+
We handle it: JoyShop organizes the pickup via our own courier and covers all shipping costs, both for the collection and the return of the repaired product. There is no cost to the customer.
Is a small difference in size between mattresses of the same model a defect?+
No, a dimensional tolerance of up to 3%, particularly in height, is considered normal and does not constitute a defect covered by the warranty.
Is there a cost for warranty repairs?+
No, if the defect is confirmed by the technical department, the repair is carried out at no cost to the customer.