Warranty

Ziwi Limited Warranty for Products Sold After January 1, 2024

Ziwi LLC (“Ziwi”) offers a limited warranty on its products only if purchased through ziwi.com or Ziwi-authorized retailers against normal-use defects in material or workmanship only as described in this warranty (“Warranty”).

Warranty Period

The warranty period is from the verifiable date of purchase of the original product. The warranty period for any repaired or replaced product is from the date of purchase of the original product, not from the date of the repair or replacement.

Mattress (excluding the cover): 20 years as follows: First 2 years at no cost to the purchaser, then in years 3 through 20 purchaser pays 30%, + 5% for each completed year since original purchase (but never more than 80%), of non-discounted then-current manufacturer’s suggested retail price for new replacement mattress.

Mattress cover sold with original mattress: 2 years.

Non-Powered Bed Frame: Non-powered bed frames are warrantied and serviced by the manufacturer of the power bed frame rather than by Ziwi. Instructions for making claims and obtaining service will be detailed in the paperwork included with the bed frame. To help with your purchase decision or with obtaining warranty work or service, Ziwi’s customer service department will, on request, provide a link to the manufacturer’s internet warranty page for the specific bed frame being purchased.

Powered Bed Frame: Powered bed frames are warrantied and serviced by the manufacturer of the power bed frame rather than by Ziwi. Instructions for making claims and obtaining service will be detailed in the paperwork included with the bed frame. To help with your purchase decision or with obtaining warranty work or service, Ziwi’s customer service department will, on request, provide a link to the manufacturer’s internet warranty page for the specific bed frame being purchased.

Pillows with Ziwi-ZiPP technology: 2 years.

Pillows without Ziwi-ZiPP technology: 1 year.

Other top-of-bed (sheets, mattress protectors, comforters, blankets, etc.): No warranty.

What Ziwi Will Do

Ziwi will at its sole option repair, replace, or refund the warrantied product or part thereof when defective as described herein due to materials or workmanship defects. This applies only when the product is used normally and not taken out of service for storage during the warranty period. Ziwi may substitute products or parts of comparable quality and value or refurbished products or parts.

Who is covered?

Only the original purchaser is covered. Proof of purchase via a receipt or confirmations of purchase and delivery will be required. Tags (law labels and other tags and labels) attached to the product must still be in place or the warranty is void. Any transfer of any kind to another person or entity during any time period voids the warranty. Donated products and the donated products themselves are not covered, nor are products acquired via employee discounts or friends-and-family discounts or promotions or incentive programs (with or without cost) to employees or resellers or influencers or any other way than an arms-length customer purchase for in-home personal use. Purchasers that purchase under sales marked “clearance” or “display model” or the like and that purchase used or refurbished product or prior-donated product (even if new) or with any intent to re-sell are not covered under any warranty.

Costs

During the first two years of the warranty on a mattress, you will have no cost and will not need to pay for shipping of any new or repaired mattress to you. In the event that you prove through photos or videos to Ziwi’s satisfaction that a mattress needs to be replaced, you will not need to ship the mattress to Ziwi but must show evidence of legal disposing of the defective mattress to a government-controlled landfill or recycling center (not selling it or donating it, because it is defective). If you elect not to provide such photographs, videos, and disposal evidence in accordance with instructions received from Ziwi, and for all other products and time periods, you will be responsible for the cost of returning the warrantied product or part to Ziwi as well as the cost of Ziwi shipping a replacement product to you. Ziwi is not responsible for any costs beyond replacement or repair, including direct or indirect costs of any and every type, and in no case will Ziwi’s financial responsibility be greater than the purchaser’s original purchase price paid.

Exclusions

The following conditions or products are not included in the warranty. When “authorized” is used, this means “authorized by Ziwi”.

For mattresses, use at any time and in any orientation other than horizontal that is not on a non-spring firm foundation that stays flat and does not flex under the weight of the mattress and the users thereof including in dynamic situations. If a slat foundation is used, gaps must not exceed 3 inch and slats must be 3 inches or more wide.
Normal wear and tear including but not limited to the settling of cover loft, localized softening, body impressions of less than 1.5 inches depth when measured in accordance with Ziwi’s instructions after mattress recovery, discoloration of foam, fabric, or other materials, time-related changes that are not related to original materials and workmanship, and the like.
Comfort preference (soft, firm, bouncy, not bouncy, uncomfortable, and the like).
Damage of any kind, including but not limited to damage caused by unauthorized repairs or parts, non-intended usage or situations (including placing in storage), self-repair, floods, power surges, fire, smoking near the product, earthquakes and other natural disasters, unauthorized repair persons or parts, misuse, abuse, stains, soil, burns, cuts, tears, or spills or the like (all of these will, even if visually evident on a part of the product not near the warranty-claimed defect, void the warranty). For this reason, you are advised for mattresses to use a good quality (preferably stretchy) water-proof mattress protector at all times from the first use of a mattress and throughout the warranty period.
Not kept in a sanitary condition including dirt and grime, body fluids of any kind, food or drink, odors including tobacco smoke odors, pestilence, and the like. For the protection of our people that open packages, please do not ship any unsanitary or unlaundered product to Ziwi.
Powered bed frames and their accessories such as remote controls (see abovefor information about warranty on powered bed frame by the manufacturer of the bed frame).
Products located in or shipped to Ziwi from anywhere but the fifty states of the United States of America.

Additional Warranty Limitations

ZIWI MAKES NO OTHER WARRANTY WHATSOEVER, EXPRESS OR IMPLIED. ZIWI SHALL NOT BE LIABLE IN ANY CASE FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES RESULTING FROM THE USE OF THIS PRODUCT OR ARISING OUT OF ANY BREACH OF THIS WARRANTY OR ANY IMPLIED WARRANTY ARISING BY LAW EVEN IF IT HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

Implied Warranties

ZIWI OFFERS NO EXPRESS OR IMPLIED WARRANTIES NOT SPECIFICALLY DESCRIBED ABOVE. STATE LAWS MAY PROVIDE OTHERWISE, AND YOU MAY CHECK WITH YOUR STATE GOVERNMENT OFFICIALS FOR DETAILS.

Disputes

We sincerely hope that we will satisfy you by fully keeping Ziwi’s part of this limited warranty. But if not, by purchasing Ziwi product you agree to arbitration by AAA rules and practices (see www.adr.org) as the sole means of resolving disputes, and you waive rights to a jury or bench trial and to participating in any class-action dispute or the like. If the AAA arbitration cannot be done over the internet, it will be held in Salt Lake City, UT and the fees for the arbitration and the arbitrators will be equally shared by the parties (with the limitation described above that Ziwi’s obligations will not be more than the full purchase price of the disputed product).

How to make a warranty claim

If you need to make a warranty claim, contact Ziwi’s customer service and they will walk you through the process (processes will differ for different products, for example a mattress will be handled differently than a pillow or sheet). The www.ziwi.comwebsite will have current ways to contact Ziwi’s customer service. Do not send product to Ziwi except as directed by Ziwi’s customer service, otherwise it may not get to the right operations at Ziwi resulting in lost items, items not being received, or other issues that prevent Ziwi from verifying a warranty claim.