10-Year Materials and Service Guarantee.

For all fully individual mattresses—Level 20, Level 24 and Level 24 Pro—and the partly individual Level 8. The guarantee for Level 24 Pro lasts twelve years. Mattresses in the standard specification, pillows, covers, toppers, slatted bed bases and bed frames are not included.

• Service appointment: at the slaapTEQ center or partner store, or at your home by arrangement

• Personal advice: directly from your sleep advisor, by phone, email or messenger

• Customer service helpline: for quick answers, Mondays and Wednesdays from 3 to 6 pm and Fridays from 10 am to 1 pm

• Online Service Portal: with your configuration, measurement history and appointments. You can also request an adjustment there. You’ll find your login details in your profile and service document.

Yes, if you agree on it together and you live no more than 50 km from your slaapTEQ center. Your sleep advisor will decide whether a home visit is possible in your individual case. Your mattress can be adjusted at home. Remeasurement always takes place at the slaapTEQ center or partner store, where the sleep ergonomics simulator is located.

• During the first 180 nights: Travel is free of charge.

• From night 181: We charge a travel fee. Your sleep advisor can tell you how much it is.

For the first 180 nights from the delivery date, everything is included, with no extra charges:

• Service appointment at the slaapTEQ center or, by arrangement, at your home, with no travel costs

• Remeasurement on the sleep ergonomics simulator, as often as needed

• Changes to all the support elements in your mattress, up to a maximum of 24

• One change each to the comfort layer, sensitive layer, PhysioPad shoulder module and ComfortPad shoulder module

• Up to three adjustment sessions

• Shipping

• Advice, as often as you need it

This means any mattress can be completely refitted once during the 180 nights.

Remeasurement, service appointments at the slaapTEQ center, advice, shipping and documentation remain free of charge until the end of the tenth year. You only pay for the element that is replaced.

A support element is a small component and costs correspondingly little. Larger elements, such as the comfort layer, sensitive layer, PhysioPad shoulder module or ComfortPad shoulder module, cost more. If you have two support elements in the shoulder zone changed after six years, you pay for two support elements. From night 181, we charge a travel fee for a service appointment at your home.

Your sleep advisor can tell you the current prices. The applicable price list in your country is binding.

You use the Service Guarantee through the slaapTEQ partner you bought from. If you move, they’ll pass on your care and documentation to a partner near you. If your sleep advisor changes, a certified colleague at the same location will take over, with all your readings.

There’s no set waiting period. We still recommend giving a new configuration a few weeks. During this time, your body gets used to the sleep surface and the padding settles a little. You and your sleep advisor can decide together when another adjustment makes sense.

Material defects are covered by the 10-Year Materials Guarantee. Other exclusions include a different size, switching to another model, covers, toppers, slatted bed bases and bed frames, as well as cleaning, refurbishment and transport when you move.

During the first two years from the delivery date, we fully remedy material defects by repairing or replacing the affected part, including individual components. From the third year onwards, the guarantee benefit decreases each year, and you pay the remaining customer share.

The customer share applies only to the material and is calculated from the current selling price of the affected component, not the price of the whole mattress. For Level 24 Pro, the Materials Guarantee lasts twelve years, with a 10% guarantee benefit in years 11 and 12. For commercial use, it is limited to five years.

“Natural wear and tear” appears in almost every guarantee agreement, but it’s difficult for anyone to assess. So we’ll tell you where the line is:

Wrinkles in the cover, a new-product smell during the first few weeks, slight yellowing of high-resilience foam caused by light and oxygen, and small tears in the foam that may occur during manufacturing are also normal. And every mattress becomes a little softer with use.

Our mattresses follow the ergonomic sleep principle: gently cushioned from above and well supported from below. The mattress itself adapts to your body. Beneath it, you need a stable base made of firm wooden slats no more than 5 cm apart. Disc and individual-cap systems, or slatted bed bases set too softly, work against the mattress and are excluded from the Materials Guarantee. Your sleep advisor will check whether your existing slatted bed base is suitable during the sleep ergonomics analysis.

• Damage caused by improper handling, such as force, extreme temperatures, overloading or modifications you make yourself

• Damage caused by water or moisture, as well as mildew stains and mould

• Mattress covers and handles. If they were already faulty when delivered, the statutory warranty applies.

• normal wear and tear

• a change in personal feel or new requirements—these are covered by the 10-Year Service Guarantee

The statutory warranty is required by law and covers defects that existed when the mattress was delivered, even if they only become noticeable later. The law in the country where you buy your mattress determines how long the warranty applies and what you need to do if there’s a defect. In many European countries, the period is two years. A guarantee is a voluntary commitment that goes beyond this. The 10-Year Materials Guarantee and 10-Year Service Guarantee are in addition to the statutory warranty and do not limit your legal rights.

It stays with the mattress and passes to its new owner. The term continues to run from the original delivery date. A guarantee claim does not extend the term.

No, the 180-Night Sleep Trial is not an option to return your mattress. Your mattress is made to match your readings and is one of a kind. Instead of taking it back, we adjust it: if the first 180 nights show that your body needs something different, we’ll remeasure and adjust your mattress at no cost to you. During this period, every mattress can be completely refitted once. This does not affect your statutory rights.

The Materials Guarantee applies if the materials don’t hold up as they should. The Service Guarantee applies if something about you has changed. Just contact your sleep advisor and tell them what you’ve noticed. They’ll determine which guarantee applies.

slaapTEQ stands behind both guarantees, together with two partners who work closely with us. The 10-Year Materials Guarantee is provided by Das Gesundheitshaus GmbH. It develops and makes our mattresses for us in Austria, so it knows exactly what goes into every single one. The 10-Year Service Guarantee is provided by the slaapTEQ partner you bought your mattress from. That’s where you receive advice and support, and where adjustments are made. Advice, development and manufacturing work hand in hand, and everyone follows the same slaapTEQ Method.

Both guarantees and the 180-Night Sleep Trial start on the day your mattress is delivered.

The 12-Year Materials and Service Guarantee applies to Level 24 Pro. The Service Guarantee therefore lasts two years longer. In years 11 and 12, the Materials Guarantee benefit remains at 10%.

No, both guarantees apply only to slaapTEQ mattresses. Pillows, slatted bed bases, beds and duvets are covered by the statutory warranty.

Our fully individual and most partly individual mattresses are not reversible. Their layers follow the ergonomic sleep principle: gently cushioned from above and well supported from below. Turning them over would turn this principle upside down.

Your sleep advisor will check whether your slatted bed base is suitable for your new mattress before you buy it, and will tell you openly if they have any concerns. If you decide to use your own anyway, you’re responsible for the result when lying down. You won’t be covered by the Service Guarantee in that case, but your sleep advisor may be able to make an exception.

You’ll find them in your profile and service document. The guarantees apply in all countries where slaapTEQ operates. Consumer law differs from country to country, so some terms may vary slightly. The guarantee terms for the country where you bought your mattress apply.