Limited warranties.
Two warranties cover the products Evaya® makes — a 25-year limited warranty for mattresses, and a 1-year limited warranty for pillows, toppers, bases, and top-of-bed accessories. The plain-English version follows.
25 years
Full coverage for the first 10 years, prorated for the next 15. Defects in materials & workmanship.
1 year
Defects in materials & workmanship. One free replacement per warranty term; you pay shipping on the new item.
25-year mattress warranty.
What products are covered.
The Mattress Warranty applies to all Evaya® mattresses purchased directly from Evaya®, or from a retailer that has been authorized by Evaya® to sell its products (an Authorized Retailer). If you have a question about whether a retailer is authorized, email support@evayaorganics.com.
Who is covered.
Warranty service is only available to the Original Owner — the individual who purchased the mattress directly from Evaya® or an Authorized Retailer. We won't provide service to anyone other than the Original Owner, or if we have reason to believe the mattress is being used in any household other than the Original Owner's.
You'll need a Proof of Purchase (your original receipt) to obtain warranty service. Coverage is offered only to individuals residing in the 48 contiguous United States — Alaska, Hawaii, and U.S. Territories are excluded.
How long the warranty lasts.
The Mattress Warranty lasts 25 years beginning on the date of purchase. The terms are split into two periods:
- First 10 years. We will repair or replace a Defective Mattress at no cost to you. We only cover shipping for replacement mattresses during the first year of the term.
- Next 15 years. We'll either partially cover the repair cost, or issue a partial Replacement Credit, calculated on a pro rata basis based on the time remaining on the warranty. (Example: a $2,000 mattress with 40% of the term left earns up to an $800 credit.)
What's covered.
The warranty covers defects in materials and workmanship that result in one or more of the following, despite Proper Care (No. 06) and Normal Use (No. 06):
- A visible indentation greater than 1.5 inches.
- A split or crack in the foam materials.
- Tearing or splitting of the outer fabric.
These conditions are referred to as Defects, and mattresses showing them as Defective Mattresses.
What's not covered.
The warranty does not cover any damage, dissatisfaction, or issue other than the Defects listed above. A non-exhaustive list of what we cannot cover:
- Dissatisfaction due to comfort or personal preference.
- Visible indentations of 1.5 inches or less (see note on softening below).
- Slight tailoring imperfections — rounded corners or a slightly off-straight seam, due to the handcrafted nature of the product.
- Damage caused by transportation.
- Damage caused by abuse, accident or neglect, including burns, cuts, tears, liquid damage, or stains. Folding the mattress (other than on an adjustable base) counts as abuse.
- Damage from use other than Normal Use, or lack of Proper Care.
- Damage from use of the mattress in an unsanitary location or manner.
- Mold, mildew, insect infestation.
- Normal wear and tear.
Your responsibilities · Proper Care & Normal Use.
To keep coverage in good standing, the mattress must be looked after as follows (collectively, Proper Care):
- Unboxing. The mattress must be unboxed and opened within 60 days of receipt.
- Mattress cover. The original cover must stay on the mattress at all times. The zipper exists only for assembly during manufacturing — it is not intended to be unzipped or removed.
- Support. The mattress must sit on a flat, solid surface that can support its weight and its users. Acceptable: a mattress foundation in good condition with no open spaces more than 4" apart, or a platform bed with slats no more than 3" apart. Full, queen, and king foundations require center support.
- Cleaning. Spot-clean only, with a mild detergent. Any other form of cleaning may damage the mattress.
Normal Use means using the mattress as a mattress, in a home. Commercial use (hotels, motels, institutional facilities) is excluded.
How to obtain service.
If you suspect your mattress has a Defect, email support@evayaorganics.com. To process a successful claim, you'll need to provide:
- Your Proof of Purchase.
- Photographs of the mattress, the foundation, the frame (if applicable), and the law tags.
What happens next.
If a Defect exists, Evaya® will determine, in its sole discretion, whether the mattress is repaired or replaced. The terms below apply:
- Repairs. We'll contract a third-party service provider to perform the repair in your home and share their contact details so you can schedule it. Full cost covered in years 1–10; pro-rated cost covered in years 11–25.
- Replacement. If the original model is no longer made, we may provide a mattress of equal or higher quality. Shipping is covered in year 1; you cover shipping for replacements from year 2 onward, and the disposal of the Defective Mattress.
- Replacement Credits. In years 11–25, you may receive a pro-rated Replacement Credit usable on a new purchase at evayaorganics.com. You cover the difference and all shipping. Credits aren't usable with Authorized Sellers or third-party sellers.
Warranty service does not restart the warranty. The 25-year term runs from the date of purchase of the original mattress. We will only issue one replacement during the lifetime of a single Mattress Warranty.
1-year accessory warranty.
Evaya® sells its pillows, pillow toppers, wood bases, and top-of-bed products (such as blankets and sheets — together, Mattress Accessories) with a one-year limited warranty.
What & who is covered.
Applies to all Evaya® Mattress Accessories purchased directly from Evaya® or an Authorized Retailer. Service is available only to the Original Owner, with valid Proof of Purchase, residing in the 48 contiguous United States.
How long.
The Mattress Accessory Warranty lasts one (1) year, beginning on the date of purchase.
What's covered.
Defects in materials and workmanship. As with the Mattress Warranty, comfort preference, normal softening, transportation damage, abuse, accident, neglect, unsanitary use, mold, mildew, infestation, and normal wear and tear are not Defects.
How to obtain service.
Email support@evayaorganics.com with your Proof of Purchase and photographs of the item and law tags (if applicable). We'll respond within one business day.
What happens next.
If a Defect exists, Evaya® will replace the Defective Product. If the original model is no longer made, we may provide a similar product of equal or higher quality. You'll be responsible for the cost of shipping the new product to you.
Warranty service does not restart the warranty. We issue one replacement per accessory warranty.
Disclaimers & limitations.
SOLE AND EXCLUSIVE WARRANTY. The Mattress Warranty and Mattress Accessory Warranty are the sole and exclusive warranties, representations, or guarantees provided by Evaya® with respect to its mattresses and mattress accessories. Evaya®'s obligation under each warranty is strictly and exclusively limited to the full or partial repair or replacement of the defective product, pursuant to the terms above. Evaya® does not warrant that any product is suitable for any person's medical condition.
IMPLIED WARRANTIES. To the extent permitted by applicable law, the duration of any implied warranties applicable to Evaya® mattresses and accessories — including the warranties of merchantability and fitness for a particular purpose — shall be limited to the duration of the applicable warranty above. Some states do not allow limitations on how long an implied warranty lasts, so the limitation in the preceding sentence might not apply to you in whole or in part.
LIMITATION OF LIABILITY. To the extent permitted by applicable law, Evaya® and its officers, shareholders, managers, employees, agents, directors, subsidiaries, affiliated and parent companies, successors, assigns, suppliers, and licensors (together, the Released Parties) shall have no liability to you or any other party in connection with these warranties for any (a) incidental, indirect, exemplary, consequential, statutory, or punitive damages, or (b) loss of profits, revenue, time, production, work, data, use, business, goodwill, reputation, or value, in all cases whether direct or indirect. Some states do not allow these exclusions, so the limitation in the preceding sentence may not apply to you in relevant part.
Further, to the extent permitted by applicable law, the collective liability of the Released Parties in connection with any dispute related to these warranties shall not exceed the amount that you paid for the covered product.
STATE-SPECIFIC RIGHTS. These warranties give you specific legal rights, and you may also have other rights which vary from state to state.
GOVERNING LAW. These warranties are governed by the laws of the State of Massachusetts. If a dispute arises in relation to either warranty, including our performance thereunder, such dispute shall be resolved by a court located in Massachusetts, and you agree and submit to the exercise of personal jurisdiction of such courts for the purpose of litigating any such dispute.