RETURNS POLICY AND WARRANTY TERMS
If you would like to cancel a placed order, you need to contact us within 24 hours from placing the order (provided that the order has not been shipped and/or sent out for the delivery), via one of the below channels:
Telephone: +35722 000 750
If the product relates to an individualized (customized) order, cancellation may be refused.
Exchange and Returns Policy
You may return new, unopened (due to health protection / hygiene reasons and where applicable) and undamaged products, subject to an examination and inspection by our Technical Department, within 14 days from delivery of the product to you or your representative for an exchange or refund. As regards mattresses, our policy [in case of an exchange] is extended to 30 days from delivery of the product to you or your representative. Please note that the return period expires after 14 days from delivery.
In case of a refund and provided that the return conditions are met, you shall receive a full refund of the purchase price, including delivery costs, if applicable, for products purchased via our online Askona store www.askona.com.cy (provided that Askona will refund the amount which applies to only standard delivery even if you paid in the initial transaction special (e.g. faster and/or secured) delivery fees), but excluding any services fees, if they were provided and where applicable. We will aim for any refund to take place without undue delay and in any case within 14 days from the day of receipt of your request to return the product and once we receive the product back to us. It is noted that the means of refund of the purchase price will be the same as the one used by you in the initial transaction.
If you would like to return or exchange a product you can contact us via telephone: +35722 000 750 or email: email@example.com. You can also fill in and submit the returns form on our official website www.askona.com.cy. To meet the return (withdrawal) deadline, it is sufficient for you to send your request before the returns period has expired.
You may visit your local Askona store where the product was purchased to return or exchange a product or we [will arrange to collect the products from you] OR [you may send back the products or hand them over to our associated delivery company not later than 14 days from the day on which you communicate your return request to us] in which case you will be charged for the direct delivery costs.
Return of goods of good quality is possible if its presentation is preserved (packaging), consumer properties, as well as a document confirming the fact and conditions of purchase the specified product.
The buyer is not entitled to refuse goods of good quality, having individually defined properties, if the specified goods can be used exclusively by the Buyer acquiring it (including non-standard (at the Buyer’s request) sizes, fabric and etc.).
When buying a bed, the bed is made according to the individual order of the Buyer (fabric, accessories (if any) are goods with individually defined properties.
Please note that proof of purchase is required for all returns.
We undertake to pay the delivery costs for the return of products if the return is a result of a defective product as per our warranty policy.
All returns of products are subject to an examination and inspection by our Technical Department. If the product has any defects or damages caused by the Customer or the product does not otherwise comply with our exchange and returns policy, the refund or exchange will be refused.
Please note that Askona does not accept returns as regards the following categories of products:
● products for which the price is dependent on fluctuations in the financial market which cannot be controlled by us and which may occur within the return (withdrawal) period;
● products made in accordance with the consumer’s specifications or made as an individualized (customized) order;
● products which are liable to deteriorate or expire rapidly;
● sealed products which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery;
● products which are, after delivery, according to their nature, inseparably mixed with other items;
Your order can be delivered within the Republic of Cyprus by our delivery company. Your order will be delivered within 3-4 working days if the item is in stock. If the item is out of stock and an order will need to be placed to Askona factory (or in the case of customised items) delivery may take place within 60 working days, provided we agree in advance.
Any additional services such as lifting heavy furniture using additional equipment, as well as other services that are not included in the above delivery fee will be provided to you for the payment of an additional fee, unless otherwise provided by a promotion, advertisement or agreement with Askona.
Upon receipt of the product, you should inspect the product’s appearance, number of components comprising the product and absence of any mechanical damage. If you find any of defects or damages in the product, please contact us as soon as possible by:
Telephone: +35722 000 750
After accepting the product, Askona’s liability is limited to the extent permissible under applicable consumer law.
Delivery is carried out either by our delivery department or by an associated delivery company. The exact date and time of delivery is communicated to you in advance, when the goods are ready for delivery.
Alternatively, you may collect the products at Askona’s warehouse or one of the Askona stores in Cyprus OR at the Askona store where the order has been placed. In such an event, Askona has no liability for any loss and/or damage caused to the products by the Customer during their transit after collection from the Askona warehouse or store.
The method of delivery is agreed in advance with the Customer before the conclusion of the order.
For more information in relation to our delivery policy please contact us via: Telephone: +35722 000 750 / +35725 000 340; or
If the product is not received at the time of concluding the order, the Customer must pay at least 40% of the total order value at the time of placing the order. The remaining 60% of the total order value must be paid by the Customer [at least  working days before] OR [before or at the time of] receipt of the product.
Payments can be made in any convenient way, via the following available payment options:
● At Askona stores where the available payment options are by cash, card or cheque;
● Via online payment through the website www.askona.com.cy by following the payment instructions indicated therein;
● Via bank transfer to the following bank account:
Organization Name: DEALROSE LIMITED / Registration Number: HE351215
Account Number: 200100431390
IBAN Number: CY10018000010000200100431390
SWIFT Code ERBKCY2N
In the case of a bank transfer, you must use as reference the details of the order number
The moment of payment shall be the date of receipt of funds to Dealrose Limited’s account via any of the above options.
Delivery of products is subject to receipt of full payment of the product price by Dealrose Limited.
* In addition to our above Policy, consumers are afforded all statutory consumer rights under existing laws and regulations.
**We reserve the right to change or update our Policy. We will communicate any such changes on Askona’s official social media accounts, website, stores and/or official documents.
All products purchased via the online shop of Askona through its official website www.askona.com.cy or via the Askona stores in Cyprus, are covered by an at least two years warranty in accordance with the below.
Askona products are covered by the statutory warranty of 2 (two) years from the date of delivery in accordance with applicable legislation and the consumer is afforded with all statutory consumer rights under the laws of the Republic of Cyprus. In addition to the rights of the consumer under applicable law, Askona offers an extended manufacturer warranty for the certain categories of products which are mentioned below.
Warranty period for accessories (mattress covers, pillows, covers, blankets, bed linen, etc.) and accessories are not covered.
The warranty period does not apply to goods that are damaged as a result of:
- violation by the Buyer of the rules of operation and / or recommendations for the care of the goods,
- use of goods for other purposes,
- actions aimed at damaging or destroying the goods, force majeure actions, And also for goods that have mechanical damage, traces of self-repair or design changes
The warranty is valid and in force for all products purchased and used within the area of the Republic of Cyprus. Warranty is valid provided that the products are used for their intended purpose and in accordance with the instructions/manuals provided for each product and in compliance with the service and maintenance instructions (operating instructions are specified on the product packaging and/or enclosed in the packaging).
The product shall be clean, without visible evidence of stains and dirt. The product must not have signs of self-repair or self-replacement or changes in its design. The warranty does cover natural wear and tear of the materials caused by the normal use of the product, damages such as scratches, cuts, loose stitches, stains and dirt on the surface of the product, damages to the decorative elements or zipper of the product or any other accidents. The warranty does not cover products used for commercial purposes, unless otherwise explicitly provided.
Additionally, evidence for identification of the product such as proof of purchase (e.g. invoice or receipt), product labels (including instruction manuals) and warranty certificate are required to be kept for warranty purposes.
IMPORTANT NOTE: product labels have necessary information in relation to the number and bar-code of each product, which allows Askona to identify the product, product characteristics, name, size, etc. for the purposes of warranty. The Customer is obliged to keep the label (tag) for the entire warranty period.
If for any reason you are not satisfied with an Askona product or for any other information on our warranty policy, you may conduct us at:
Warranty claims may be filed by completing the relevant warranty claim form at the place of purchase (the relevant Askona store in Cyprus) or by email to firstname.lastname@example.org.
Warranty claims must be accompanied by proof of purchase along with all necessary details and documents provided upon the purchase of the product (that is the official invoice, product code and warranty card (if any)) as well as evidence (e.g. photo, video as necessary) of the defect. Askona shall not process any warranty claims if the above are not attached.
Askona will examine whether the product is covered by the warranty. If Askona finds a defect in the product, Askona shall ensure the correction of the defect. Where possible, a free of charge repair or replacement of the product with an identical product (of the same brand and model) shall be made. In the case of absence of identical products from Askona (production line for that product has end or lack of available goods in the Askona warehouse), Askona may, free of charge, aim to replace the product with another similar one (potentially of another brand and model), if possible. If in the view of Askona, repair or replacement of the product is impossible or imposes disproportionate costs, other remedies shall be offered to eliminate the defect. Askona recognizes all consumer rights under applicable law in this regard.
In all cases where the product is not covered by warranty, the repair and delivery costs from and to Askona store in Cyprus are at the expense of the Customer.
The mattress could be changed only 1 time by the warranty (if only bought together with the protective cover belong to our company).
Extended Warranty Periods
Askona sets out below the applicable extended warranty conditions for the following products.
Sofas and Armchairs
The extended warranty period on all sofas and armchairs is 10 (ten) years from their delivery to the Customer or the Customer’s representative. This warranty covers defects over the materials, components and/or manufacturing defects of the sofas and armchairs.
Manufacturing defects are not considered to be the following:
.Changes in the sofa’s and/or armchair’s components or their technology, carried out by the manufacturer within the framework of product improvements, which do not affect the properties of the products;
i.The natural smell of manufacturing materials, which is a characteristic of a new product,
ii.Insignificant differences in size from the sample presented in the shopping center, within the framework of acceptable industry / technical standards;
iii.Insignificant differences of shades, texture or tones of upholstery materials of the product set or the product itself from the previously presented samples.
The warranty is provided subject to full compliance with all of the following conditions:
.Warranty covers the product while maintaining these warranty obligations, keeping the original labels, as well as documents confirming the fact of purchase;
i.Compliance with the requirements for the use and care of the product, specified in the recommendations on the reception of goods;
ii.The product must be clean, without visible stains and dirt.
Without affecting the instructions and guidance in the manuals of each of the sofas and armchairs, Askona’s extended warranty applies to sofas [and armchairs] that:
.do not have mechanical damage, signs of self-repair or self-replacement of their parts/components, or changes in their design; i.were not exhibited as an exhibition sample;
ii.are used as intended (i.e. sofas for sitting and lying);
iii.the sofa [and/or armchair] was used with the cushions specially designed for it, which were supplied with the sofa [and/or armchair] and was not used without a cushion.
The above extended warranty does not cover:
.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;
i.Damage to the fabric of the product: scratches, cuts, hooks, stains and dirt, traces of cleaning;
ii.The natural shrinkage of the soft layers of the product, which occurs as a result of regular use;
iii.The decorative items of the product, accessories and covering elements;
iv.The sofas that used for commercial purposes, without the permission for it.
Transforming adjustable Base Ergomotion
The extended warranty period on the transforming adjustable bases “Ergomotion” is 10 (ten) years from their delivery to the Customer or the Customer’s representative. The warranty is valid in cases of defects in the materials or manufacturing defects of the transforming adjustable base “Ergomotion”.
The warranty period for exhibition samples of the transforming adjustable bases “Ergomotion” is limited to 24 months from the delivery.
The warranty is provided subject to full compliance with all the following conditions:
.The warranty covers the product provided that 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;
i.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);
ii.Warranty service applies to goods that do not have mechanical damage and signs of self-repair.
iii.Use of goods for the intended purpose (for lying).
Without affecting the instructions and guidance in the manuals of the transforming adjustable base “Ergomotion”, Askona’s warranty does not apply:
.to transforming adjustable bases “Ergomotion” that have damage resulting from the use of the transforming base for other than the intended purposes or as a result of non-compliance with the instructions for use;
i.to transforming adjustable bases “Ergomotion” that have damage resulting from the repair or replacement of the parts/components of the transforming base by persons not authorized to do so;
ii.the making changes to the transforming adjustable base “Ergomotion” is prohibited;
iii.with the passage of advisory councils of authorized services (service centers);
iv.in cases of non-compliance with recommendations regarding the weight restrictions specified in the maintenance instruction manual;
v.when inflicting damage as a result of illegal actions aimed at the destruction or damage of the transforming adjustable base “Ergomotion” and/or natural disasters.
Transforming adjustable base “Ergomotion” should only be used with mattresses especially designed for the use with transforming bases.
The life of the transforming adjustable base “Ergomotion”, 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 on all beds and headboards is 10 (ten) years from their delivery to the Customer or the Customer’s representative, except for the models: Marta, Monica, [Pronto Plus,] Cassandra, Christiano, Domenico, Maya, [Erica/Eric], [Anita] which are covered by a 24 months warranty from their delivery to the Customer or the Customer’s representative.
The extended warranty is valid in cases of defects in materials and/or manufacturing defects of the beds and headboards.
The warranty provided is subject to full compliance with all of the following conditions:
.Warranty covers to the manufacturing defects associated with the headboard, back, sides (sidewalls) and legs of the beds; i.Warranty covers products 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);
ii.The product must be in its original form without visible stains and dirt;
iii.Warranty covers the bed / headboard provided that there is no mechanical damage and/or signs of self-repair;
iv.The product has not been exhibited as an exhibition sample;
v.The use of the product is against a wall or other vertical support, in accordance with the instructions and guidance in the manual;
vi.The use of the product is for its intended purpose (i.e. bed for lying).
Without affecting the instructions and guidance in the manuals of the products, the warranty 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;
i.Damage to the fabric of the product: scratches, cuts, hooks, stains and dirt, traces of cleaning;
ii.The natural shrinkage of the soft layers of the product which occurs as a result of normal use;
iii.certain elements incorporated in the products (such as rhinestones, pearls, etc.);
iv.beds are used for commercial purposes without permission for commercial use;
v.the bases, slat frames, frames with a lifting mechanism and the frame lifting mechanism itself;
vi.The presence of natural smell of manufacturing materials, which is a characteristic of a new product, which disappears after the first two weeks of use.
The service life of the Beds and headboards is 10 years.
The warranty period all mattresses is 2 (two) years from their delivery to the Customer or the Customer’s representative. The warranty covers manufacturing defects.
Askona offers an extended warranty period to the following mattresses series/collections:
- The Askona Promo collection of mattresses - Basic, Basic High - 3 (three) years;
- The Kids collection - 3 (three) years;
- The Askona NanoPocket Collection of mattresses (Evolution) - 10 (ten) years; - The Askona Sleep Style collection of mattresses - 15 (fifteen) years;
- The WELLNESS collection – 20 (twenty) years;
- The Sleep8 collection of mattresses (Astoria, Bennett, Dorsey, Stewart, Parker, Sanders, Glen Haven, Orland Park, Tech) - 20 (twenty) years;
- The Askona Original collection, Double Support collection, FAMILY – 25 (twenty five) years;
- The Mediflex collection of mattresses - 25 (twenty five) years;
- The Sleep Professor collection of mattresses - 25 (twenty five) years.
- The Grether&Wells collection, I-sense and ECO line collection of mattresses - 30 (thirty) years
The warranty period starts from the delivery of the mattresses to the Customer or the Customer’s representative.
The warranty does not cover:
.Any defects caused by non-compliance with the instructions of use in relation to use of the product by the Customer;
i.Any defects, which were caused during the assembly (installation) and/or delivery of the product, performed by the Customer independently and / or by third parties (without the participation of Askona’s employees);
ii.Any defects caused by the following factors: (a) accidental damage (i.e. damage occurred during transportation of the product by the Customer, damage due to Customer’s negligence), (b) mechanical damage which occurred after the receipt of the product [due to the fault of the Customer] (c) damage caused by the incorrect, careless use and the non-compliance with the product care rules.
Warranty claims are not accepted in the following cases:
.in the absence of payment documents confirming the purchase of the product from Askona;
i.damage caused to the product due to exposure to light and/ or sources of electric lighting, sunlight, electrical appliances, heating devices, hot objects, detergents and other chemicals;
ii.in case of non-compliance with the transportation rules (in case of collection of the product by the Customer themselves) and/or the operation, maintenance, storage and installation rules (as described in the assembly instructions) of the product and other components, in case of the mechanical damage etc;
iv. if the permissible (recommended by Askona) load on the mattress is exceeded during its use;
.any structural deformation of the mattress due to its incorrect use;
.non-satisfaction with the mattress in terms of its comfort, compliance with medical indicators, including allergic reactions;
.if there is presence of scratches, stains, dirt, cuts and so on;
.usual shrinkage of the soft layers of the mattress, which naturally occurs when it is 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 considered as a structural or manufacturing defect, that may affect the properties of the mattress;
.damage to the decorative elements of the mattress. The handles of the mattress are decorative only and are not intended to be used 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.
The extended warranty is only valid if the mattress is used with a protective cover purchased from Askona (except for the round mattresses and non-standard sizes, for which it is not possible to choose a protective cover), which ensures the complete safety of the mattress from dirt and leaks.
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 Customer is obliged to keep the label (tag) for the entire warranty period!
The warranty period is only valid when the Customer complies with the following maintenance conditions:
.After removing the mattress from the packaging, it is recommended to ventilate the mattress for at least 48 (forty-eight) hours before its first use and further to ventilate it for [ ] hours after every other 14 (fourteen) days of use, to minimize the manufacturing odors;
i.During transportation, storage and operation, the mattress should be in a horizontal position on a flat surface;
ii.Underneath the mattress always use a quality base with suitable dimensions. DO NOT place extra items underneath the mattress. YOU SHOULD NOT put the mattress on a base, the width of which exceeds 120 cm and does not have a central support, as well as on a slat base, where the distance between the slats is more than 80 mm;
iii.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 or to walk on it with your feet, including children (except of springless mattresses based on a monolith block of latex or polyurethane foam);
iv.It is strictly forbidden to use the mattress on a bed, that has a smaller size of a sleeping place then the mattress itself;
v.Use the mattress in dry and ventilated areas. Do not allow chemicals or water to enter the mattress;
vi.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;
vii.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 the weight of the user does not exceed the recommended load for this type of mattress. Our consultant shall provide this information to you;
viii.The mattress should be turned over once in 3-4 months “head-legs”, once in 6 months “up-down” (this requirement does not apply one-sided mattresses);
ix.Mattresses should be shaken and whipped once every 5-6 months;
x.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 adjusting to the natural components of the mattress) and, after 30 days of use of the mattress, decrease to an insignificant level.
According to the applicable standards in the manufacturing of the upholstered furniture and mattresses, a slight difference is allowed from the stated overall dimensions, taking into account deviations of up to +/- 1.5%.
All other products which are not listed above have a warranty period of 2 (two) years.
The extended warranty is a free of charge replacement of products for identical products (of the same brand and model). In the absence of identical products from Askona (production end, lack of goods in the warehouse etc.), Askona shall free of charge replace the goods with similar ones (of another brand, model), while the price for the products may be recalculated. For the extended warranty, the Customer at its own expense and using its own resources shall deliver the product from and to Askona. The extended warranty does not cover the option to repudiate the sale contract or to reject to accept the repaired / replaced products or to obtain a refund of the purchase price.
Without prejudice to the specific conditions and requirements for the validity of the extended warranty mentioned under each of the above product categories, Askona’s fulfillment of its extended warranty obligations is also subject to full compliance with all of the following requirements:
1. The extended warranty is valid for the relevant product subject to keeping this warranty [and the warranty certificate], labels and the deed of purchase.
2. The extended warranty applies subject to compliance with the service and maintenance instructions (operating instructions are specified on the product packaging and/or enclosed in the packaging).
3. The product shall be clean, without visible stains and pollution.
4. The extended warranty applies if the product has no mechanical damage, signs of self-repair or modifications.
5. The product has not been displayed as an exhibition sample in the salesroom.
Without prejudice to the specific exclusions to the applicability of the extended warranty mentioned under each of the above product categories, please note that the extended warranty does not cover:
1. Normal wear of materials caused by the product usage, including balling and protruding of the down.
2. Damage on the fabric covering of the product: scratches, cuts, loose stitches, stains and dirt.
3. Decorative elements of the product (such as piping, bourrelets).
4. Damage to the zipper on the product.
5. The product used for commercial purposes, without permission for commercial use.
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