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Auping Warranty

The Auping brand name is your guarantee of sustainability. Auping utilizes high-quality and sustainable materials. Each product is manufactured with the greatest of care and is carefully checked before it leaves the factory. All Auping products are covered by our standard warranty. This warranty is given by the authorized Auping dealer who sold the product. The dealer's name and address are stated on the original product invoice. 

Warranty on bed bases

Auping offers a lifetime warranty against mesh and frame defects on all spiral bed bases and steel box spring frames. This lifetime warranty applies to mesh bases purchased after 2005. The hinges are covered by a 10-year warranty. A standard 5-year warranty applies to motors, gas springs and electronic and plastic components. The first 2 years of this period are covered by a full warranty. In these 2 years, you receive, as applicable, a new product, or a product's successor, at no charge. In the 3rd, 4th and 5th years, you receive, as applicable, a similar, functioning product at no charge; this may be a refurbished unit.

The spiral bed base warranty only applies to normal usage and adjustment conditions. Normal usage; bed base completely horizontal; sleeping, sitting, lying:

  • maximum weight of 1 person 140 Kg

Normal adjustment; normal usage (10,000 adjustments while lying in the bed over the service life of the bed):

  • maximum of 95 kg for all 1-person products (all adjustable Auping spiral bed bases and Box springs up to and including 100 cm width)
  • maximum of 170 kg for all 2-person products (all adjustable Auping spiral bed bases and Box springs up to and including 120 cm and 140 cm width)

Warranty on mattresses & top mattresses

The standard warranty period for mattresses is 5 years. The first 2 years of this period are covered by a full warranty. After 2 years, depreciation is taken into account. In the case of defective or deficient materials or manufacturing, you will receive a deduction on the purchase price of a replacement product which is based on a percentage of the purchase value of the original product. In the 2nd year after the date of invoice, you receive a 75% deduction, in the 3rd year, a 50% deduction and in the 4th year, a 25% deduction, calculated on the basis of the original purchase value of the first product. In the case of top mattresses, a standard warranty period of 3 year applies. 

Formation of depressions due to body pressure​

After 1 year of use, a local reduction of up to 1.5 cm may occur in the height of the mattress and/or topper (depressions due to body pressure); this is a normal occurrence and this loss of height is not covered by the warranty. After 5 years of use, a local loss of height (depressions due to body pressure) of up to 2.0 cm is a normal occurrence. This means that any complaints of depressions due to body pressure which are greater than this are not covered by the warranties.

Deviations in the nominal length, width and height of mattresses and top mattresses have a tolerance of + 1 or – 1 cm; any deviations within this tolerance are not covered by the warranties. This method is based on the NEN-EN 1334 standard. If the buyer is a natural person who is not acting in pursuance of a profession or business, the rights he or she is entitled to claim under the warranty accrue to the buyer without prejudice to the rights or claims which are granted him or her by law.

Exchange guarantee for mattresses

It is possible that after several weeks you are still not satisfied with your Auping mattress(es). If that is the case, you may utilize the Auping exchange guarantee. This guarantee only applies to non-upholstered mattresses with removable ticking:

  • Cresto
  • Cresto Visco
  • Maestro
  • Maestro Visco
  • Vivo

Terms and conditions​:

Up until 30 days after the delivery of your mattress by the Auping shop, you can take advantage of the exchange guarantee. To do this, contact the Auping shop where you purchased the mattress(es). It is only possible to change the hardness of the mattress(es), not the model. The Auping shop is free to charge you call-out charges/transport costs. The exchange guarantee does not apply to showroom models. In more than 80% of the cases, we exchange the mattress core, “the heart” of the mattress. The old core is then recycled due to hygiene considerations. The cores of some of the mattress models cannot be separately exchanged; these mattresses are completely recycled. Almost 100% of the mattresses and mattress cores can be reused as new metal, insulation material or judo mats.

Warranty on duvets & pillows

Duvets and pillows are covered by a complete, 2-year warranty. Should a material or manufacturing defect come to light within 2 years of the date of invoice, the total cost of replacement or repair of the item shall be covered. For duvets, the warranty coverage also includes eligibility for an additional 3 years of depreciation-based warranty coverage if the product can no longer be repaired. 

In the 2nd year after the date of invoice, you receive a 75% deduction, in the 3rd year, a 50% deduction and in the 4th year, a 25% deduction, calculated on the basis of the original purchase value of the first product.

Warranty on bedsteads, accessories & showroom models

Bedsteads and accessories​
The standard warranty period for bedsteads and accessories is 5 years. 

Warranty on showroom models​
A 2-year warranty is offered on showroom models, starting on the date stated on the customer's invoice. Extension of this warranty is not possible.

Warranty on cabinets

The Auping cabinet collection is manufactured by De Graaf Cabinet Production. De Graaf Cabinet Production (referred to hereinafter as De Graaf) guarantees the trouble-free functioning of its products. De Graaf utilizes high-quality and durable materials. Each product is manufactured with the greatest of care and is carefully checked before it leaves the factory. De Graaf provides a 5-year warranty on materials and manufacturing defects.

The warranty period begins on the date stated on the invoice. A condition of this coverage is that our assembly instructions and maintenance recommendations are correctly followed and that the item is used exclusively under normal household conditions. If material or manufacturing defects occur, De Graaf undertakes to repair such defects free-of-charge according to the ‘De Graaf warranty terms and conditions’. If the defect cannot be repaired, De Graaf will replace the product free-of-charge within the warranty period by the same product or, if no longer available, by an equivalent product.

The decision of whether to replace, repair or otherwise provide compensation for a defect is taken at the sole discretion of De Graaf. Warranty claims for defects/damages arising from inappropriate use (for example, from overloading), incorrect or injudicious use or from normal wear and tear are excluded from this coverage. Depending on the nature of the complaint, combinations with ‘non-De Graaf products’ may result in restrictions to the warranty claim.

A warranty claim must first be recognized by De Graaf as being legitimate. If the complaint is legitimate, De Graaf shall replace the defective product or parts on the basis of the following:

  • without calculating the replacement costs for the parts and with free delivery to the dealer, if the dealer covered the assembly costs of the original delivery to the consumer.
  • without calculating the replacement costs, including disassembly and assembly costs, if De Graaf covered the costs of the original delivery to the consumer, including assembly.
  • without calculating the replacement costs for the parts and with free delivery to Auping for all other deliveries.

Depending on the country in which claims are made to our warranty, this warranty does not automatically include the transport costs of defective products to the De Graaf factory or to the Auping dealer for investigation of the complaint or for repair.

A warranty claim can only be made upon presentation of the original invoice. The warranty is only valid for the original buyer. The claim may only be submitted to the Auping dealer from whom the product was originally purchased, even if the buyer has moved to another country since the time of purchase.

The warranty expires if the product is disassembled or assembled at any time by persons who have not been qualified by De Graaf to do such work, unless the user instructions contain ‘do-it-yourself’ assembly instructions and these are followed precisely.

The ‘De Graaf warranty’ is valid in all countries where De Graaf produces products under licence from Auping, i.e., in the Netherlands, Belgium and Luxembourg. De Graaf reserves the right to withhold the warranty coverage on products that are brought to countries where De Graaf does not produce products under licence from Auping.

Warranty terms and conditions

If there appears to be material or manufacturing errors, the defects resulting from these errors shall be repaired according to the Auping warranty terms and conditions or another fitting remedy shall be offered. If a defect is not repaired, the product may be replaced, in conformity with the terms and conditions, by the same or, if no longer available, by an equivalent product or a fitting alternative compensation can be offered. The decision to replace, repair or otherwise provide compensation for a defect is taken at the sole discretion of Auping.

All warranty claims are expressly subject to the condition that the maintenance recommendations from Auping have been followed correctly and that the item is used exclusively under normal household conditions. In addition, the condition that the product is sold, delivered and assembled by an authorized Auping dealer also applies.

Warranty claims for defects/damages arising from inappropriate use (for example, from overloading), incorrect or injudicious use or from normal wear and tear are excluded from this coverage. In this context, Auping would like to reiterate that the Match 200 night table can only bear a total load of 25 kg maximum. Under no circumstances may anyone stand or sit on the Match 200 night table.

Depending on the nature of the complaint, combinations with non-Auping products may result in rejections of or restrictions to the warranty claim.

A warranty claim can only be made upon presentation of the original invoice, which must therefore be stored carefully. Only the original buyer may submit a warranty claim. The claim may only be submitted to the Auping dealer from whom the product was originally purchased, even if the buyer has moved to another country since the time of purchase.

A warranty claim must first be assessed by Auping. If the claim is determined to be legitimate, the defective product or defective parts shall be repaired or replaced (or another fitting remedy shall be offered), without calculating the costs of the materials or calculating them at reduced costs in the case of a depreciation-based warranty. Depending on the country in which claims are made to the warranty, the warranty does not automatically include reimbursement of the transport costs of defective products to the Auping factory or to the Auping distributor for investigation of the complaint or for repair. The same applies to return shipments of replaced or repaired products. The repair itself is performed free-of-charge within the warranty period. Call-out charges apply.

Other warranty provisions

When a part is repaired or replaced within the warranty period, the remaining (extended) warranty period of the complete product applies to this part. 

Warranties on wire or frame breakage are defined as a warranty on breakage in the steel network or frame, within the warranty terms and conditions stated.

Mattresses and top mattresses: After 1 year of use, a local reduction in height (depressions due to body pressure) of up to 1.5 cm is normal, and this loss of height is not covered by the warranty. After 5 years of use, a local loss of height (depressions due to body pressure) of up to 2.0 cm is a normal occurrence. This means that any complaints of depressions due to body pressure which are greater than this are not covered by the warranties.

Deviations in the nominal length, width and height of mattresses and top mattresses have a tolerance of + 1 or – 1 cm; any deviations within this tolerance are not covered by the warranties. This method is based on the NEN-EN 1334 standard. 

If the buyer is a natural person who is not acting in pursuance of a profession or business, the rights he or she is entitled to claim under the warranty accrue to the buyer without prejudice to the rights or claims which are granted him or her by law.

No warranty​

Auping strongly recommends that Auping products are only purchased from authorized Auping dealers. Auping products that are acquired from any sales outlets (physical or online) which are not authorized by Auping and/or Auping products that are delivered and assembled by any agents who are not authorized by Auping are not covered by the Auping warranty.

The Auping warranty is valid in countries where Auping is officially represented. The warranty and service can be denied for Auping products that are brought to countries where Auping is not officially represented.

Service

As a supplement to the warranty period, a service period is also offered. This is the minimum period during which service will still be extended for Auping products. Of course, service can be extended for longer periods of time for products for which this is possible.

In contrast with the warranty, which is extended free-of-charge on a depreciation basis, service is extended on the basis of the prices listed in the Auping service price list. 

The service period for motors and electronics in the Royal spiral bed base is 5 years. Five years of service is offered for motors, gas springs and electronics on the Auping spiral bed base or box spring. A service period of 5 years is extended for mattresses. In the case of top mattresses, the service period is 3 years. The service period for bedsteads and accessories (with the exception of sheets) is 5 years.