Product Warranty
At JoyShop, we select only products made in Italy, using quality materials and controlled handmade processes.
Each product is covered by a legal warranty and is carefully checked before shipping. Our staff is always available to assist you via email or 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, according to European regulations
What the Warranty Covers
For mattresses and pillows:
- Internal structure
- Fillings
- Fabrics
- Stitching
For slatted bed bases:
- Frame
- Slats
- Firmness adjusters
Warranty Exclusions
The warranty does not cover cases where the product shows:
- Unsuitable hygiene 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 considered normal and does not constitute a defect.
How to Request Warranty Assistance
In case of a defect, please:
- Send an email with a description of the problem
- Attach clear photographs of the defect found
Our staff will review the report and contact you to provide all necessary instructions.
Shipping Products Under Warranty
If the defect is confirmed:
- The product must be carefully packaged
- It must be protected with cellophane and other protective materials to prevent shipping damage
- Any damage from incorrect packaging will not be covered
The technical department will inspect the product and, if a defect is recognized, will proceed with repair at no cost to the customer.
Contact Information
Support email:
info@joy-shop.it
Return address:
Materasso Shop Srls
Via Pasubio, 9
59100 Prato (PO)
Frequently Asked Questions about Warranty
Can I extend the warranty beyond the standard 5 years?+
Yes, during the purchase process you can add a 5-year extension package to your cart for €69, bringing the total coverage for the mattress up to 10 years.
How long is the warranty on mattresses?+
5 years from the date of delivery, extendable to 10 with the optional package. Pillows, bed bases, and accessories have a 2-year warranty according to 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 defect found. Our staff will review the report and contact you with instructions.
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.
Does warranty repair cost anything?+
No, if the defect is confirmed by the technical department, the repair is carried out at no cost to the customer.