Warranty

At Dorinca, we want to be your lifelong partner on the journey to better sleep. That’s why we are pleased to introduce our long term/life time warranty, starting from the moment you receive our product. As a Dorinca customer, you’ll never have to worry about your premium luxury mattress/bed frame delivering anything less than perfect performance.

If you ever have a problem, we’ll take care of it hassle-free. Please read through the detailed information of the warranty as stated below.

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Dorinca warranty to the bed frame

We warrant that your Dorinca bed frame will be free from defects in workmanship and materials under normal residential care and use for a period of 10 years from the original purchase date. If any parts of the bed frame become damaged or non-functional, Dorinca will arrange a free replacement for those parts.

A defect refers to any damage or malfunction that significantly impacts the bed frame's main purpose or makes it unable to function properly.

Dorinca long-term warranty to the European-made mattresses collection

All Dorinca European-made mattresses are covered by a limited Lifetime warranty (10-15 years usage depending on the mattress model) against defects in materials and workmanship, provided they are used and cared under normal residential conditions.

If your Dorinca mattress is deemed defective: 

For the first 2 years of the warranty, Dorinca will replace your mattress with a new one.

During the remaining period of the warranty, we will replace the mattress for a cost that is calculated based on a percentage (years of usage/warranty period) of the original price of the mattress.

Alternatively, you have the option to keep your original mattress, and Dorinca will provide reimbursement calculated as a percentage of the original price, based on the remaining years of the warranty period.

The mattress warranty covers: 

If the average of visible level of dipping/sagging at the centre of the mattress is greater than 50mm (plush to medium), 40mm (medium firm to firm). This refer to a dipping that is visible when no weight /pressure is applied to the top of the mattress.

With the discontinued old version of SpineComfort-1000 mattresses:

The warranty covers: if the average of visible level of dipping/sagging at the centre of the mattress is greater than 70mm (plush to medium), 60mm (medium firm to firm). This refer to a dipping  that is visible when no weight /pressure is applied to the top of the mattress.

With the discontinued old version of Crown3000 mattresses:

The warranty covers: if the average of visible level of dipping/sagging at the centre of the mattress is greater than 60mm (plush to medium), 50mm (medium firm to firm). This refer to a dipping  that is visible when no weight /pressure is applied to the top of the mattress.

The mattress warranty doesn’t cover the following:

Normal wear and tear of the mattress fabric and handle

Handles (where fitted) - these should be used only to help position the mattress and should not be used to support the full weight of the mattress

Smell of new mattress (it may occur during the off-gassing process when opening the sealed package, then it will fade over time.)

Normal increase in softness of the mattress material over time

Minor difference of 1-3cm in product dimensions (the dimension provided in the ads is an approximate guide.)

Slight body impressions

Individual comfort preferences (too soft or hard)

Individual support preference to the edge of the mattress

Failure to keep the mattress clean and free from stains 

Mold, odors, and/or discolouration caused by exposure to spills or improper ventilation 

Use of the mattress without proper bedding sheet or bed base foundation

Mattress misuse of abuse of any kind, including burns 

Repetitive or similar claims on replacement mattresses 

Duplicate claims for the same mattress defect that have already been reimbursed in a previous claim

Damage that may be caused by insufficient support of the mattress

Improper cleaning or storage of the mattress

Healing effects to medical issues (back pain, allergy-free etc.)

Any issues related to heat

Minor manufacturing anomalies that don't affect the function of the mattress/bed

General Warranty Information

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Customers are entitled to a replacement or refund for a major failure and compensation for any reasonably foreseeable loss or damage. Additionally, customers are entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Dorinca reserves the right to assess the product or service before providing a remedy. In the event of a minor failure, we may choose to repair, replace, or refund the product. A minor failure is defined as one that does not significantly affect the major functionality of the product.

To make a warranty claim, you must be able to supply proof of purchase, the warranty is valid only to the original purchaser. If a problem with your purchase is considered covered by the valid Dorinca Warranty, please contact us and provide corresponding photos of the affected product and areas.

When accepting the replacement option, the replacement item by default should be the same exact Dorinca product type, size & comfort level as the original purchase.

The warranty won’t remain valid if the product has been used for commercial purposes.

The warranty does not cover related delivery and labor cost. The owner may be responsible for delivery charges for return and replacement when necessary.

Refunds can only be issued to the original payment method used for the purchase.