The complaint must be reported to the retailer where the purchase was made, who will verify any manufacturing defects; the method of intervention will then be agreed upon between the Retailer and Chiardiluna. In the absence of objective findings, the requester may bear the costs incurred for verification and/or call-out charges.
Bacciflex reserves the right to verify the defect of the product as mentioned above, also by sending its own representative.
The product will be repaired at our operational headquarters, to which it must be sent with prepaid shipping either by the retailer or the consumer.
The warranty is valid only if the mattress is in perfect hygienic condition (Legislative Decree 81/08 for worker health protection).
The item under complaint will be repaired or replaced free of charge with the same item or, if discontinued, with a similar one, upon return of the defective product. Any replacement or repair of the mattress or its components does not extend the duration of this warranty, which in any case will expire after 5 years as provided.
This warranty is valid only with a fiscal document showing the date of purchase and the retailer's business name.
In case of defect, the company offers a 5-YEAR WARRANTY.

Download the warranty in PDF

Please note: do not:

  • Remove existing seams or parts of them
  • Remove sewn labels or parts of them
  • Leave the packaging unattended in the presence of children
  • Jump on the mattress
  • Use steam machines for mattress maintenance
  • Remove stains from the mattress or its components using solvents and/or aggressive chemicals
  • Use an iron or hair dryer to dry the mattress or its parts
  • Expose the mattress or its parts to prolonged sunlight
  • Place the mattress near heat sources or open flames
  • Use high-power vacuum cleaners
  • Place the mattress in very humid environments

What to know when choosing the mattress

When choosing a mattress in-store, it’s important to know that its firmness may be influenced by:

  • The bed base/support used in the store may differ from the one at home, affecting the mattress’s response
  • The temperature in the store
  • The width: double mattresses feel softer than single ones
  • The type of cover: a bordered cover makes the mattress slightly firmer than a removable cover
  • So it is natural that, even if the product is the same, the firmness may feel slightly different at home

What the Warranty Covers

The Warranty lasts 5 years (2 years Legal Warranty and 3 years Conventional Warranty) and covers manufacturing and/or compliance defects.
During the first 2 years, the mattress will be repaired or replaced free of charge with the same item or, if discontinued, with a similar one, upon return of the defective product, properly packaged (as per current regulations).
From the 3rd year onward, the conventional warranty applies and a cost contribution will be requested for the product’s restoration, calculated based on the Chiardiluna list price or, for discontinued products, on a similar product’s list price.

  • 1st Year 100% Legal Warranty
  • 2nd Year 100% Legal Warranty
  • 3rd Year 70% Conventional Warranty
  • 4th Year 50% Conventional Warranty
  • 5th Year 30% Conventional Warranty

The warranty certificate and the receipt or invoice, showing the purchase date and the seller's name, are the only valid documents for requesting service, and must always be shown to the service personnel.
We reserve the right to have the reported defect verified by our technician; if the defect is not found, or is not due to manufacturing or compliance defects, or if there are stains on the mattress, a fixed call-out fee will be charged.

What the Warranty Does Not Cover

The warranty is considered void in the following cases:

  • Subjective/personal dissatisfaction with the product’s performance or features found at purchase (e.g., too firm or too soft, too warm or too enveloping, etc.)
  • Alteration of the product or part of it
  • Improper use and/or neglect in use/storage (see usage rules)
  • Mold formation after 4 months from the delivery date; any mold formation after this period is due to environmental contamination
  • Transport and/or handling damages not reported at the time of delivery
  • Wear and tear or damages due to user responsibility (e.g., tears, holes, etc.)
  • Failure to comply with the usage rules

Usage Rules

  • Use the mattress only on a slatted base made of steamed/curved beech wood, with no fewer than 14 slats per bed or on a rigid, breathable base to ensure proper ventilation and support
  • Place the mattress on bases or frames no smaller than the mattress size
  • Foam and/or memory foam mattresses require good ventilation underneath to allow moisture to evaporate and prevent condensation and mold
  • We do not recommend using electric blankets or heated mattress covers on Memory mattresses, as they may compromise elasticity and durability

General Support Base Evaluation Guidelines Before Placing the Mattress

To optimize mattress performance, the base/support should have the following features:

  • Avoid using metal mesh bed bases
  • Slat width should not exceed 7 cm
  • At least 14 slats for single beds
  • For double beds, ensure the presence of a central beam with divided slats (not a single slat across both sides) and that the beam does not sag toward the floor
  • Regularly check the condition of slats in highly stressed areas (center); if curvature is lost, replace to avoid mattress damage (indentations, premature wear, etc.)

Initial Recommendations

  • During the first year, rotate the mattress (head to foot) every 3 months to allow even settling of the elastic materials
  • For dual-sided mattresses, flip (top to bottom) at each seasonal change
  • Use the handles only for the initial installation of the mattress on its base and for head-to-foot rotation. Do not use them for any other type of movement (for example, flipping the mattress over)
  • Ventilate the bedroom often
  • Always use a mattress protector between the mattress and the bottom sheet to protect from dust and stains

General Information

Cleaning the Mattress

  • In case of stains, contact the retailer before attempting any cleaning
  • If the mattress has a removable cover, wash it according to the sewn-in label instructions

Tolerances for New Mattresses

  • Any odor from a new mattress is normal and will fade over time
  • Padded products contain elastic components, so dimensions may slightly differ from nominal size due to assembly. This is regulated by European Standard UNI EN 1344; tolerance: ±2 cm in width/length, ±1 cm or 10% (whichever is smaller)
  • Settling of padding and block structures over time is considered physiological and not a defect. Standard UNI 10707 states compliance for height loss under 1 cm + 5% of the original height. Mattress height is measured at the center
  • With use, slight signs of wear (pilling) may appear on the fabric/cover. This does not affect comfort or technical performance.
    Pilling is a phenomenon in which, on the surface of fabrics, small fibres appear and become tangled, forming tiny bobbles.
    It is possible to limit and slow down the formation of pilling on the mattress cover by using bed linen that is preferably 100% cotton, of a higher thickness/weight and smooth to the touch.
    However, the formation of pilling is inevitable and is caused by the normal use of the product.