Customer Service

Delivery and Assembly

Enjoy the comfort of your new mattress with complete peace of mind.
We deliver your mattress using our own trucks and carefully place it exactly where you want it in your bedroom.
Please note that delivery times
may vary depending on the product. We will contact you in advance to provide an estimated delivery date and coordinate the exact day and time for your convenience.

 

Mattress Maintenance

• It is recommended to air out the mattress for 2–3 days before first use and periodically during its lifespan.
• New materials may have a distinct scent that gradually fades over time.
• Ensure the mattress is placed in a dry, mold-free, and well-ventilated area.
• A new mattress typically takes about 10 days to fully adapt to the shape and contours of your body.
• Using a suitable, flat, and even surface is essential to maintain the mattress’s structural integrity.

For further guidance, please consult PREMIUM STROM.

Mattress Support
Using an unsuitable surface (mattress base) can damage the mattress or negatively affect its comfort and support.

Mattress Storage and Transport
Do not fold the mattress during transport or storage. Avoid using nylon packaging for storage to prevent damage.

Necessary Use of a Mattress Protector
Night sweating is common and can harm your mattress by causing moisture, stains, and odors. Using a waterproof mattress protector—preferably cotton and waterproof—is the best way to protect your mattress effectively.

Mattress Maintenance and Cleaning
Avoid using chemicals, steam, or water-based cleaning methods to prevent moisture buildup inside the mattress.

Other Important Care Instructions
• Do not apply excessive pressure, jump, or stand on the mattress.
• Avoid placing heavy objects on the mattress.
• Keep the mattress away from heating devices.
• Do not iron the mattress.

Important
Always follow these instructions to ensure proper use and care of your mattress.

 

Mattress Warranty

The warranty lasts for 5 years and covers only defects caused by manufacturing or material faults. It does not cover damages resulting from normal wear and tear or improper use. During the warranty period, PREMIUM STROM will, at its discretion and following inspection, repair or replace the product with an identical or similar model at no cost to the customer. The customer is responsible only for transportation costs.

Warranty Coverage
The warranty covers any product defect that, following a technical inspection and at the company’s discretion, is attributed to a manufacturing fault.
• For the first 6 months from the purchase date, the mattress will be replaced with another mattress of the same type, quality, and dimensions.
• For the remainder of the warranty period, the mattress will be repaired free of charge. Any mattress replacement during the warranty period will be with a mattress of the same type and dimensions.

If the original mattress model is no longer produced, the replacement will be a product of the same dimensions and a similar type. The customer is responsible for delivering the mattress to PREMIUM STROM for inspection and, if necessary, repair, at their own expense.

The Warranty DOES NOT Cover:
Defects caused by improper or incorrect use of the mattress by the customer, including but not limited to:
• Stained or torn mattress surface
• Deformation along the length or width of the mattress (e.g., due to folding during transport or improper repositioning on the bed)
• Placement on warped slats or uneven surfaces
• Placement on solid surfaces that do not allow proper ventilation
• Placement on slatted bases where the distance between slats exceeds 3 cm
• Jumping or standing on the mattress
• Cleaning using steam, water, or other moisture-based methods
• Misuse such as ironing the mattress or stains caused by bodily fluids

Additional Notes:
Surface materials such as cotton, foam, and latex may naturally deform by up to 10% of the mattress height due to body weight and shape. This is considered normal and acceptable given the nature of the materials.
The warranty also excludes damage resulting from use beyond normal household purposes or any use contrary to the product’s instructions for care, use, and proper function.

Important
• The warranty does not cover mattress returns due to changes in customer preferences, such as comfort level (e.g., wanting a firmer or softer mattress).
• For hygiene reasons, the warranty does not cover returns if the mattress has stains from bodily fluids.
• Damage or destruction caused by damaged packaging—when the mattress was not installed by PREMIUM STROM staff—is not covered.
• To validate the warranty, possession of the mattress is required.