Warranty Policy

What the Warranty Covers

• Bedspreads: clumping of the fixed inner filling, or color change. (Covers the bedspread only — accessories such as sheets, pillowcases, and decorative cushions are excluded.)
• Duvet inserts: clumping of the fixed inner filling.
• Duvet covers: color change.
• Cotton mattress toppers: clumping of the fixed inner filling.
• Feather mattress toppers: feather leakage from the sleeping side.
• Pillows: clumping of the inner filling.
• Winter and decorative blankets: color change.
• Towels and bathrobes: color change.
• Mattresses: manufacturing defects in dimensions; sagging in the sleeping area exceeding 5 cm due to a manufacturing defect; springs or internal components protruding outside the mattress; abnormal noises from the springs; damage to springs or internal components from a manufacturing defect; damage to handles or outer fabric from a manufacturing defect.

Warranty Periods

Mattress Warranty Periods

How to Use the Warranty

Bedspreads, Pillows, Blankets, Mattress Toppers, Fillings, Duvet Covers, Towels & Bathrobes

Purchased from a Karaz Linen Showroom

1. Bring the product, with all its accessories, to a Karaz Linen showroom.
2. The showroom will issue a product inspection receipt.
3. You will receive the inspection result by SMS within 7–10 business days.
4. If the product is covered by the warranty, select the replacement within 14 days of receiving the message.
5. If the product is not covered by the warranty, collect it within 14 days of receiving the message.

Purchased from the Karaz Linen Online Store

1. Send a photo or video clearly showing the issue to the Customer Service team.
2. Ship the product to the Karaz Linen warehouse for inspection using the shipping label sent to you.
3. You will receive the inspection result by SMS within 7–10 business days.
4. If the product is covered by the warranty, select the replacement within 14 days of receiving the message.
5. If the product is not covered by the warranty, it will be shipped back to you. You bear the full cost of shipping to and from Karaz Linen, and charges must be paid before return shipment.

Sleep Mattresses

1. Send a photo or video clearly showing the issue to the Customer Service team.
2. Ship the mattress to the Karaz Linen warehouse for inspection.
3. You will receive the inspection result by SMS within 7–10 business days.
4. If the mattress is covered by the warranty, select the replacement within 14 days of receiving the message.
5. If the mattress is not covered by the warranty, it will be shipped back to you. You bear the full cost of shipping to and from Karaz Linen, and charges must be paid before return shipment.

Mattress Instructions and Warranty

Covered Under the Mattress Warranty

Parts damaged during normal use — not caused by misuse — including but not limited to:

• Torn handles, tears in the fabric, or soiling caused during transport, if reported upon receipt and before the delivery employee leaves.
• Loose or broken springs or wires, if reported within 3 days of delivery.
• Springs or internal wires protruding from the mattress, if reported within 3 days of delivery.
• Incorrect mattress dimensions caused by manufacturing or by an incorrect measurement taken by the manufacturer's authorized representative.
• Sagging in the sleeping area greater than 5 cm. Remove all covers and pillows, place a straight edge across the mattress, and measure the deepest point. Do not measure while a person is lying on the mattress or at quilted depressions.
• Squeaking or crackling noises coming from the springs inside the mattress.
• Any manufacturing defect arising during the applicable warranty period for the mattress type.

Not Covered Under the Mattress Warranty

• A comfort level that differs from the customer's expectations. Comfort preferences vary, and selecting the appropriate mattress is the customer's responsibility.
• Torn, unstitched, burned, soiled, stained, mold-affected, discolored, or odorous mattress fabric.
• Damage to the metal frame around the spring unit caused by incorrect transport or misuse.
• Replacement of the entire mattress — coverage applies only to damaged parts that fall under a manufacturing defect.
• Natural foam settling of 1–5 cm.

Mattress Care Tips

• Ventilate the bed base and mattress well.
• Do not use widely spaced or mesh bed slats that could damage the springs or mattress components.
• Rotate the mattress every 3 months. Follow the correct method for a one-sided or double-sided mattress; flip only a double-sided mattress.
• At least two people must carry, rotate, or flip the mattress to prevent frame bending or displacement of the springs.
• Do not walk, jump, or stand on the mattress — this can break internal wires or displace springs.

Warranty Policy for 1+1 Offer Products

• Karaz Linen's approved warranty policy applies to all products.
• For warranty purposes, 50% of the total amount paid for both products is allocated to each product.

Warranty Terms and Conditions

• The warranty does not cover settling or compression of the filling in any Karaz Linen product. Mattresses are excepted where sagging exceeds 5 cm.
• The warranty provides replacement at the same price only; no amount will be refunded.
• If the customer chooses a replacement of higher value, the price difference must be paid. No price difference is charged when the customer chooses the same product as the one being replaced.
• The warranty does not cover issues caused by misuse. Selecting a mattress unsuitable for the user's weight is considered misuse.
• Compliance with washing and care instructions is required to benefit from the warranty. Karaz Linen may test the product to verify the care method used.
• The warranty does not cover accessories of the main product, lace, or any trim or embellishment on the product.
• The warranty does not cover tearing or burning.
• The warranty does not cover pilling.
• The warranty period specified for each product cannot be exceeded.
• Replacement under the warranty policy is permitted once only. If the replacement has a manufacturing defect, the customer may replace it within 3 days of receiving the warranty replacement.
• The replacement must be selected within 14 days from the date the customer is notified. After this period, the customer's right to select a replacement lapses and the warranty request will be closed.
• A product not covered by the warranty must be collected within 14 days from the date the customer is notified. If it is not collected within this period, it will be disposed of in accordance with company procedures, and the company accepts no responsibility after the period ends.

Washing and Care Instructions

• Dry-clean only: bedspreads, mattress toppers, and feather pillows.
• Home washing machine (below 30°C): pillows, compressed bedspreads, duvet covers, sheets, towels, and bathrobes.
• Mattresses: spot-clean only. To clean and sanitize, sprinkle baking soda and vacuum away the dust, or wipe with a cloth dampened with water. Do not use strong cleaning powders or bleach.
• To help keep the mattress clean, use of a liquid-resistant mattress protector is recommended.