WARRANTY AND COMPLAINTS

Warranty and complaints

Azuna Pillows stands for tranquility, quality, and durability. Our ergonomic latex pillows are made from 100% natural, GOLS-certified latex and high-quality materials. Based on this, Azuna Pillows provides a three (5) year warranty on the latex core of each pillow. This warranty offers security to the consumer and is exclusively intended for cases of demonstrable material and manufacturing defects.

The following outlines what the warranty does and does not cover.

Warranty conditions to which apply

The warranty only applies to material and manufacturing defects, including:

– Manufacturing defects in the latex core, such as tears or damage demonstrably originating during the production process.
– Abnormal deformation of the latex core, being a permanent depression or change in shape of more than fifteen percent (15%), provided this is not the result of incorrect or improper use.
– Manufacturing defects in the seams of the supplied pillowcase, provided these are not caused by normal use or external influences.
– An unusual odor as a direct result of a manufacturing defect. Natural latex is odorless under normal use or may have a slight, neutral (milky) odor.

Warranty Exclusions

The warranty does not cover:

– Normal wear and tear, including natural aging of materials during regular use.
– Damage resulting from incorrect, improper, or non-compliant use, which in any case includes:

  • washing the latex core in the washing machine;
  • exposure to direct sunlight, heat sources, or moisture;
  • using the pillow without a pillowcase;
  • folding, kneading, or excessively compressing the pillow;
  • sitting or standing on the pillow.

– Hygienic damage, including stains from makeup, hair products, or skin oils, mold growth due to moisture, unpleasant odors from use, and wear of the outer pillowcase. The pillowcase is considered a consumable item and is not covered by the warranty.
– Damage caused by incorrect cleaning. The latex core must not be washed; only the outer pillowcase is suitable for machine washing according to the washing instructions.
– Transport damage not reported in writing to Azuna Pillows within forty-eight (48) hours of receipt.

Reporting a defect

A defect must be reported in writing within two (2) months of discovery via info@azunapillows.nl. The report must contain at least:

  1. the order number;
  2. clear photos and/or videos of the discovered defect;
  3. a concise description of the complaint.

Azuna Pillows reserves the right to inspect the product before proceeding with repair, replacement, or another appropriate solution.


Complaints Procedure

If a complaint is not resolved to satisfaction, the consumer can submit the dispute for mediation via WebwinkelKeur. Information on this can be found in WebwinkelKeur's knowledge base for consumers.