Service content
1. Warranty coverage:
During the warranty period, HEKA will provide free warranty
services for quality defects arising from non-human causes
inherent to the product.
2. Service description:
• Within one (1) year from the date of delivery, if the HEKA AI
mattress has a serious quality defect not caused by human-related
factors, it will be replaced free of charge.
• Within five (5) years from the date of delivery, if the AI core
system or flexible mechanical arms exhibits quality issues not
caused by human-related factors, they will be repaired free of
charge.
• If the same serious defect cannot meet applicable region or
industry standards after two (2) return-to-factory repairs, the
customer is entitled to a free replacement of the same model and
specifications upon presentation of repair records and supporting
documentation.
• During the warranty, if the consumer meets the exchange
conditions specified in Clause 3 but refuses the replacement and
requests a return, the company will accept the return. However,
for used products, depreciation fees will be charged based on the
table in Clause 1. Depreciation is calculated from the date the
consumer receives the goods to the date of return, excluding the
time occupied by repair. Depreciation fee = the official unified
retail price at the time of purchase × Depreciation rate
(0.05%/day) × Number of depreciation days (Depreciation days =
From the warranty start date to the return date)
• If the same model is no longer in stock for replacement, the
company reserves the right to replace it with a model of equal or
better performance. If identical materials are not available for
repair, the company may use materials of equivalent quality.
• During the warranty, any replaced or repaired components shall
follow the original warranty period of the product. For components
that are repaired or replaced at the customer's expense outside
the warranty scope, a new separate warranty shall apply starting
from the replacement date.
• If the product has been used for over 15 years and the
corresponding model has been discontinued, the company reserves
the right to decline further repair services.
• Any appearance-related issues must be inspected and confirmed at
the time of delivery. Any appearance defects (including but not
limited to stains, scratches, or damage) reported after delivery
will not be covered by this warranty. Customers are advised to
carefully inspect the product upon receipt.
3. Requirements for service:
To obtain warranty service, customers must provide valid proof of
purchase (limited to purchases made through official and
authorized channels), along with the product certification and
warranty card. Second-hand products or those purchased through
unauthorized channels are not eligible for warranty coverage.
4. Free warranty service applies only when the product is used,
stored, and maintained properly, and no damage is caused by
human-related factors. The following situations are not covered by
the warranty, and reserves the right to charge reasonable repair
costs and shipping fees as applicable:
• Beyond the warranty period, or failure to provide valid proof of
purchase;
• Products purchased from unauthorized or unofficial channels ;
• Unauthorized disassembly, modification, or tampering with
components by the customer;
• Damage caused by improper use, maintenance, or care (including
failure to follow the user manual);
• Fabric materials have been removed, washed, or dry-cleaned by
the user;
• Damage caused by negligence, misuse, accidents, or disasters by
the customer or any third parties;
• Warranty or anti-tamper labels are damaged or removed; or
product disassembled through other means without damaging the
label;
• Damage caused during transportation not handled by the brand or
caused by flooding, fire, or other human or accidental factors
during use/storage;
• Aging, staining, and other natural wear with time under normal
use;
• Normal compression of fabric or padding layers less than 30mm in
depth;
• Mold, moisture, or pest issues caused by usage or storage
environment;
• Damage due to natural disasters or force majeure;
• Personal preferences regarding product style, appearance,
firmness, comfort, or adjustment features are considered
subjective and are not covered under warranty;
• Deformation of mattress sides caused by long-term sitting on
edges is considered normal and is not covered.
5. For repair services outside the warranty range, the company
will charge repair fees. For products delivered for 5 years or
more, official subsidized repairs will apply. After subsidy, the
repair cost for the flexible mechanical arms will be 11% of the
regional retail price for the entire mattress, and the repair cost
for the AI core system will be 16% of the region retail price for
the entire mattress. The 11% and 16% are based on the retail price
of the product at the time of repair. After repair, the component
will be covered by a 5-year free repair warranty. For fabric and
materials, after charging for repair, the material will enjoy a
1-year free warranty.
6. If the product exhibits quality issues, please contact the
dealer or the Company promptly to to ensure your consumer rights
are protected.
7. Users with spinal injuries, chronic pain, post-surgical
recovery, severe depression, or other health issues are strongly
advised to consult a qualified physician before using this
product. This product will not worsen existing conditions. If
discomfort occurs, please seek medical advice. HEKA is not
responsible for any indirect losses (including but not limited to
physical discomfort or fluctuations in sleep quality ) caused by
health differences, misuse, or product unsuitability.
8. HEKA shall not be liable for any incidental, indirect, or
consequential damages arising from improper use or violation of
warranty terms, including but not limited to profit loss, health
fluctuations, or lifestyle impacts.
9. This product is not classified as a medical device and is not
intended to diagnose, treat, cure, or prevent any disease. This
product is not a medical device and cannot replace medication or
medical equipment.
10. Customer support email address: support@hekasleep.com.
11. The company reserves the right of final interpretation of the
after-sales service terms.
Use and maintenance
1. Always use a thin bedsheet over the mattress and clean it
regularly to maintain a healthy and hygienic sleep environment.
2. The mattress contains an AI adjustment module. Do not open or
disassemble the internal structure.
3. Avoid exposing the surface to high temperatures. Do not iron
on the fabric or smoke near the bed to prevent burns or fire
hazards.
4. Do not use corrosive cleaners. For stains, gently wipe with
alcohol and allow the surface to dry completely.
5. Keep the mattress ventilated and dry to prevent mold and dust
mites.
6. Slight body impressions within 3 cm during use are normal due
to pressure dispersion.
7. Avoid prolonged exposure to sunlight to prevent
discoloration.
8. A mild odor in new products is normal. Ensure good air
circulation for 2 - 3 days to allow the smell to dissipate
naturally.
9. Do not jump on the mattress or sit on the edge for extended
periods.
10. Unplug the power cord if the mattress will not be used for a
long time.
11. Do not use the product if the plug is damaged or the socket
is loose.
12. Keep plug connections dry. Do not handle with wet hands or
allow children to touch.
13. For models containing natural silk, do not use a vacuum
cleaner or suction device on the mattress surface to prevent
material leakage.
14. For models containing natural silk and AI modules, do not
use electric blankets to avoid damaging the mattress.
15. The fabric is not washable or dry-cleanable. Do not
disassemble or clean it yourself.
16. Some users may need time to adapt to the smart adjustment
system. This is normal.
17. Adjustment intensity can be personalized via the HEKA App to
suit individual preferences.
