Warranty Policy

Our Promise

At Novilla, we stand behind every product we make. We take pride in the quality of our materials and craftsmanship, and we back that confidence with industry-leading warranty coverage. If a manufacturing defect occurs due to our fault under normal and proper household use, we will make it right according to the terms set forth below.

Product Warranty Length
Mattress 10-Year Limited
Standard Bed Frame 2-Year Limited (1-Year for electronic accessories)
Adjustable / Electric Bed Frame Up to 10-Year Limited (varies by component)
Topper 5-Year Limited
Pillow 1-Year Limited
Bedding 1-Year Limited

Important: Please keep your Warranty Card and Order Information. You'll need them to file a claim. All warranties apply to the original purchaser only and are valid for products purchased from novillashop.com or authorized dealers.

Mattress — 10-Year Limited Warranty

What's Covered

Under normal household use, this warranty covers:

  1. Visible indentation greater than 1 inch (≈2.5 cm) that remains after the mattress has fully recovered from load. This indentation must not be caused by an inadequate or unsupportive foundation or bed frame.
  2. Cracks or splits in the foam that occur despite normal usage and proper handling.
  3. Manufacturing defects in the cover — including seams that come apart, zippers that fail due to faulty assembly, or stitching that unravels.
  4. Failure to expand after unpacking — if the mattress has not fully expanded to its intended dimensions after 72 hours of being left unpacked in a well-ventilated room at room temperature, and the deviation clearly exceeds normal dimensional tolerance.
  5. Other verified issues that our technical assessment team mutually agrees are directly attributable to inherent defects in materials or workmanship.

What's Not Covered

  • Normal softening of the foam over time, which is expected during the break-in period of any memory foam or visco-elastic product and does not compromise its pressure-relieving properties.
  • Damage caused by abuse, misuse, neglect, improper handling, or failure to follow care instructions.
  • Comfort preferences — if you decide the mattress is too soft, too firm, or not to your personal liking. (That's what our [100-Night Mattress Sleep Trial] is for!)
  • Products sold "as-is," floor models, samples, or products purchased second-hand.

Topper — 5-Year Limited Warranty

What's Covered

Under normal household use, this warranty covers:

  1. Visible indentation greater than 1 inch (≈2.5 cm) that remains after the topper has fully recovered from load, when used on a proper foundation.
  2. Cracks or splits in the foam that occur despite normal usage and proper handling.
  3. Manufacturing defects in the cover — including seams that come apart, zippers that fail due to faulty assembly, or stitching that unravels.
  4. Failure to expand after unpacking — if the topper has not fully expanded to its intended dimensions after 72 hours of being left unpacked in a well-ventilated room at room temperature, and the deviation clearly exceeds normal dimensional tolerance.
  5. Other verified issues that our technical assessment team mutually agrees are directly attributable to inherent defects in materials or workmanship.

What's Not Covered

  • Normal softening of the foam over time, which is expected during the break-in period of any memory foam or visco-elastic product and does not compromise its pressure-relieving properties.
  • Damage caused by abuse, misuse, neglect, improper handling, or failure to follow care instructions.
  • Comfort preferences — if you decide the topper is too soft, too firm, or not to your personal liking.
  • Products sold "as-is," floor models, samples, or products purchased second-hand.

Standard Bed Frame — 2-Year Limited Warranty

Novilla standard (non-electric) bed frames are indoor furniture products covered by a 2-Year Limited Warranty against defects in materials and workmanship under normal household use.

Electronic Accessories: Certain standard bed frame models may include electronic components such as LED light strips or built-in USB outlets. These electronic accessories, where present, are covered by a 1-Year Limited Warranty. The 2-Year Limited Warranty continues to apply to all structural frame components.

What's Covered

  • Structural defects in the frame, including cracks, breaks, or warping of the wood or metal frame components
  • Manufacturing defects in joints, connectors, or hardware
  • Defects in the finish or coating that occur despite normal use (e.g., peeling, flaking)
  • Other verified issues that our technical assessment team mutually agrees are directly attributable to inherent defects in materials or workmanship.

What's Not Covered

  • Damage caused by abuse, misuse, neglect, improper assembly, or failure to follow assembly instructions
  • Normal wear and tear, including scratches, dents, or fading from regular use
  • Damage caused by exceeding the weight capacity of the frame
  • Comfort preferences or aesthetic preferences
  • Stains, tears, burns, or liquid damage caused by the user
  • Mold, mildew, or odors resulting from improper care or environmental conditions
  • Products repaired or modified by unauthorized service providers
  • Claims where the Warranty Card and/or Order Information cannot be provided, or have been altered

Adjustable / Electric Bed Frame — 10-Year Limited Warranty

This warranty covers all valid purchases of our adjustable bases. The coverage is strictly split into chronological periods from the original order date as follows:

Period What We Cover Your Cost
Year 1 — Full Warranty All defects in materials and workmanship. Includes all replacement parts and shipping. $0 — we cover replacement parts and shipping
Year 2 — Parts & Frame Warranty Defective electrical and electronic components (drive motors, actuators, power supply, control box, remote controls, and related electronics), and defects in the metal frame structure (including the metal frame and legs). Parts free. We cover shipping for replacement parts.
Years 3–10 — Frame Warranty Defects in the metal structure of the bed frame itself (including the metal frame and legs). Electrical and mechanical components are not covered during this period. Replacement frame parts free. You cover shipping.

Years 3–10 Frame Warranty: What's Included

The 10-year frame warranty covers the metal structural frame only. The following electronic, fabric, and cosmetic components are strictly excluded from Years 3–10 coverage (they are only covered under Year 1 or Year 2 where applicable):

  • Fabric covers, foam padding, and platforms.
  • Actuators, drive motors, and massage motors.
  • Control boxes, remote controls, USB ports, power supplies, and all power cords/cables.

What's Not Covered

This warranty does not apply in the following situations:

  1. Damage caused by the customer, including misuse, physical abuse, or accident
  2. Repairs or modifications made by any person not authorized by [Brand Name]
  3. Use inconsistent with the owner's manual or weight capacity guidelines
  4. Normal wear and tear over time
  5. Damaged mattresses, fabrics, cables, or items supplied by third parties
  6. Products purchased from unauthorized third-party sellers
  7. Transfer of ownership — this warranty applies to the original purchaser only
  8. Products with removed or altered identification labels

Pillow — 1-Year Limited Warranty

What's Covered

This Limited Pillow Warranty covers issues caused by defects in workmanship or materials, subject to the limitations set forth in this warranty:

  1. Clumping, shifting, or uneven distribution of filling materials that creates noticeable lumps or flat spots and cannot be restored by fluffing.
  2. Seams that come apart or stitching that unravels due to manufacturing defects.
  3. Defects in the pillow cover (holes, tears, or stains) that are present upon arrival. If the pillow is still unopened, this may be handled through our Return Policy; if already opened, it is covered under this warranty.
  4. Other verified issues that our technical assessment team mutually agrees are directly attributable to inherent defects in materials or workmanship.

What's Not Covered

  • Normal softening or gradual loss of loft over time that is consistent with regular use of foam and fiber pillows.
  • Comfort preferences — if the pillow's height, firmness, or feel is not to your personal liking.
  • Damage caused by improper washing, drying, or failure to follow instructions on the care label.

Bedding — 1-Year Limited Warranty

What's Covered

This Limited Bedding Warranty covers issues caused by defects in workmanship or materials, subject to the limitations set forth in this warranty:

  1. Seams that come apart or stitching that unravels due to manufacturing defects.
  2. Defects in the fabric (holes, tears, or stains) that are present upon arrival. If the bedding is still unopened, this may be handled through our Return Policy; if already opened, it is covered under this warranty.
  3. Hardware defects (snaps, buttons, or zippers) that fail due to faulty assembly or defective materials.
  4. Other verified issues that our technical assessment team mutually agrees are directly attributable to inherent defects in materials or workmanship.

What's Not Covered

  • Normal softening, pilling, or gradual fading over time that is consistent with regular use and washing of textile products.
  • Comfort preferences — if the sheets' texture, softness, or feel is not to your personal liking.
  • Damage caused by improper washing, drying, bleaching, or failure to follow instructions on the care label.
  • Stains, tears, burns, or liquid damage caused by the user after delivery.

How to File a Warranty Claim

To file a warranty claim, please contact us via our official email: support@novilla.us.

  1. Please have the following required information and materials ready:Proof of Purchase: Your valid Order ID, Order Date, and Warranty Card (if applicable).Product Identification: A clear photo of the product's Law Tag or identification label. If the Law Tag has been removed by the consumer, you may provide alternative supporting materials to verify product identity, including photos of production batch stamps, official URN registration markings, full order records, and clear product photos. Valid order purchase records are accepted as primary verification proof.
  2. For Mattress & Topper Claims:A clear photo of the affected area showing the issue.A photo showing the entire product surface.A photo showing the foundation/bed frame supporting the product.If your claim is about a visible indentation: a close-up photo/video using a straight-edge bar laid flat across the surface and a measuring tape to clearly show the indentation depth.
  3. For Bed Frame & Electrical Component Claims:Clear photos of the affected physical components.A short video (10–30 seconds) demonstrating the functional malfunction or structural failure (e.g., motor not responding, welding break).
  4. We will review your submitted materials within 1 business day and respond with the next evaluation steps.

What Happens After Approval

Once a warranty claim is fully approved, we will repair the defective item, replace it with a comparable model, or otherwise resolve the issue. We will bear all transportation costs associated with approved warranty claims (excluding adjustable electric bed frames starting from the 3rd year of coverage). Resolution is typically completed within 5–7 business days after a claim is approved.

General Terms & Conditions

Original Purchaser Only. All warranties apply exclusively to the original purchaser and are non-transferable. Proof of purchase (Order ID, Warranty Card) is required.

No Renewal. A warranty replacement, repair, or parts replacement does not extend or renew the warranty period. The warranty continues from the original purchase date.

Valid Purchase Channels. Warranties are valid for products purchased from [Brand.com] or authorized distributors/dealers. If you purchased from a third-party retailer, please check that retailer's warranty policies.

Subjective Preferences. This warranty DOES NOT cover subjective preferences regarding comfort, firmness, height, or appearance. If your product includes a trial period, comfort-related concerns should be addressed through that trial within the applicable window. Once any applicable trial or return period has expired, claims based on personal preference — including a product feeling too soft, too firm, too high, or too low — will not be accepted under this warranty.

User Damage & Care Neglect. This warranty strictly excludes damage caused by user abuse, pets, or neglectful care. This includes stains, rips, tears, cuts, burns, or liquid damage. Additionally, mold, mildew, or persistent odors resulting from improper laundering, spills, or failure to maintain adequate ventilation are not covered.

Modifications. [Brand Name] reserves the right to modify these terms. Changes will be effective upon posting to this page. Existing warranty claims will be handled under the terms in effect at the time of purchase.

Questions? If you're unsure whether your issue is covered, contact us anyway. We'd rather help you find out than have you wonder.

Last updated: 24/07/2026