Frequently asked questions.

HEKA is sold in New Zealand exclusively through Irelax. Visit our showroom at Level 2 / 2 Nuffield Street, Newmarket, Auckland 1023, open seven days, 10am – 6pm, or call us on +64 9 555 6666.

Book an Experience

Yes. Book a private visit to the Newmarket showroom and lie on every series. You’ll see how the mattress maps your body and adjusts in real time.

Once it’s home, you also have 30 nights to make sure it’s right for you.

How the 30-night trial works

Yes, interest-free payment options are available. Ask our team in the showroom about the current options. Lending criteria, fees and terms apply.

Yes. Every HEKA comes with free white-glove delivery. We carry it into your bedroom, set it up, connect it and take the packaging away.

It depends on the series, the size and where you live. We’ll confirm your delivery date when you order.

Standard sizes can be changed or cancelled any time before your mattress is dispatched. Custom sizes go into production after three days, so they can only be cancelled within three days of ordering.

If you need to change anything, contact us as soon as you can.

Sleep on your HEKA for up to 30 nights. If it isn’t right for you, contact us within the trial and we’ll arrange the return. Custom sizes are not included, unless there is a quality issue.

Trial and return conditions

For a serious quality defect in the first year, we replace the whole mattress. From one to five years, the AI core system and the support columns are repaired free. After five years, repairs are subsidised.

The warranty covers defects under normal use. It doesn’t cover misuse, accidents or normal wear.

Full warranty terms

On the day your mattress is delivered. You can also see your exact warranty dates in the HEKA App.

No. Repairs and replacements under warranty are free. After five years, repairs are subsidised at a fixed share of the retail price, with no call-out fee.

Contact us with your order number or proof of purchase and a short description of the problem. A photo or video helps us sort it out faster.

Contact us

Pressure sensors map your body all night. The TrackR AI recognises your shape and sleep position, and the support columns beneath you rise or soften to keep your spine in natural alignment. There’s nothing to set.

See how it works

Neither, and both. A traditional mattress has one fixed firmness. HEKA keeps adjusting to the natural curves of your body, so the support is right for the position you’re in.

Many of our customers come to HEKA because of back or neck discomfort. Adaptive support relieves pressure points and helps keep your neck, lower back and hips aligned in every position.

HEKA is not a medical device. If you have a spinal condition or are recovering from surgery, talk to your health professional first.

Yes. Each side senses and adjusts on its own, so you both get the support you need.

Yes. HEKA adapts as your body changes, easing pressure on your lower back and supporting your bump when you sleep on your side.

HEKA recognises your sleep position and adjusts the support under your head and neck, which can help keep your airway open and may reduce snoring.

HEKA keeps your body evenly supported as you move, so there’s less reason to keep shifting. Many people find they stay asleep longer.

HEKA is designed for all ages and body types. It recognises each body’s shape and adjusts to it.

HEKA works on most stable, well-supported bases: a flat base, a platform bed or a firm slatted base. On a slatted base, keep the gaps between slats to 10 cm or less. Our team will check your base when we deliver.

The support columns are made from aerospace-grade polymer. They are tested to carry 500 kg through 300,000 rolling cycles without deforming.

The comfort layers use natural materials such as silk, camel hair and cotton, which are breathable and gentle on skin. The exact materials depend on the series.

Compare the series

HEKA is built to last more than 15 years, and it’s backed by our warranty and after-sales care.

Yes. It runs on a safe 12 V supply, the same low voltage as a child’s battery toy, and uses very little power. The AI system is sealed in a metal enclosure.

No. It runs on 12 V low voltage, and the AI system is fully enclosed in a metal shield that blocks electromagnetic interference.

No. The ultra-quiet Adaptive Air Suspension System makes its adjustments without waking you.

No. Once it’s set up, just leave it plugged in and it works on its own. The HEKA App is optional. You can use it to fine-tune how strongly the mattress adjusts and to check your warranty.

HEKA uses its own sensors and AI, so it doesn’t need any other device.

First check that the power is connected and switched on at the wall. If it still isn’t adjusting, contact us and we’ll help.

No. Keep the top side up, with the HEKA logo at the foot of the bed on the lower-right corner. Don’t try to take it apart: opening the mattress voids the warranty.

The mattress isn’t washable. Wipe the surface gently with a soft cloth and a mild detergent, and always use a mattress protector and a sheet.

• Don’t vacuum the surface. It can pull out the natural silk inside.
• Don’t use an electric blanket.
• Keep the room ventilated and dry.

Full care guide