Warranty.

Every HEKA AI Mattress bought in New Zealand through Irelax or an authorised HEKA retailer is covered against quality defects under normal use. The cover runs from the day your mattress is delivered.

This policy applies to HEKA AI Mattresses from 11 April 2025. It adds to, and never replaces, your rights under the Consumer Guarantees Act 1993.

Good to know

• Your cover starts on your delivery date. If delivery is more than 90 days after the mattress was made, cover starts 90 days after the manufacturing date. Your exact dates are shown in the HEKA App.
• If the same serious defect is still there after two factory repairs, we’ll replace the mattress with the same model and size.
• If your model is no longer available, we’ll replace it with one that performs as well or better. If identical materials aren’t available for a repair, we’ll use materials of the same quality.
• Parts that are repaired or replaced under warranty keep the original warranty period.
• Please check the look of your mattress when it’s delivered. Marks, scratches or damage to the appearance need to be reported at delivery.

After five years, HEKA subsidises the repair of the two parts that do the work. There’s no call-out charge, and you pay a fixed share of the mattress’s current retail price:

• Support columns: 11% of the retail price of the mattress.
• AI core system: 16% of the retail price of the mattress.

The price used is the retail price of the same mattress at the time of the repair. A repaired part then has a new five-year free-repair cover. Fabrics and materials repaired at your cost have a new one-year cover.

If a mattress has been in use for more than 15 years and its model has been discontinued, we may no longer be able to repair it.

The warranty covers defects in materials and workmanship. It doesn’t cover:

• Mattresses bought second-hand, or from a seller that isn’t Irelax or an authorised HEKA retailer.
• Claims without a valid proof of purchase, or after the warranty period.
• Opening, taking apart or modifying the mattress, or removing or damaging the warranty or anti-tamper labels.
• Damage from misuse, accidents, negligence, or not following the care guide.
• Fabrics that have been removed, washed or dry-cleaned.
• Damage in transport not handled by us, or from flooding, fire or other accidents in use or storage.
• Mould, damp or pests caused by the room or storage conditions.
• Natural ageing, staining and wear over time, including compression of the comfort layers of less than 30 mm.
• Edges that lose shape from sitting on them for long periods.
• Personal preference about style, look, feel or how the mattress adjusts.
• Natural disasters and other events outside our control.

For repairs that aren’t covered, we’ll tell you the cost before we start.

1. Get in touch. Call us on +64 9 555 6666, email info@hekasleep.co.nz or use our contact form.
2. Tell us what’s happening. Include your order number or proof of purchase, and a photo or short video of the problem if you can.
3. We’ll assess it. Our team may troubleshoot with you over the phone or arrange to inspect the mattress.
4. We repair or replace it. If it’s covered, there’s nothing to pay for parts or labour.

This warranty is in addition to your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. Nothing in it limits those rights. If a product isn’t of acceptable quality, you may be entitled to a repair, a replacement or a refund, depending on the problem.

HEKA is not a medical device and isn’t intended to diagnose, treat or prevent any condition. If you have a spinal injury, chronic pain, are recovering from surgery or have another health condition, talk to your doctor before you start using it. Some people take a few nights to get used to the adjustments. That’s normal.

Looking after your mattress keeps it working at its best and keeps your warranty valid.

1. Always use a mattress protector and a sheet, and wash them regularly.
2. Keep the top side up and the HEKA logo at the foot of the bed, lower-right corner. Don’t flip it.
3. Don’t open or take apart the mattress. It contains the AI adjustment system.
4. Don’t iron on the mattress or smoke near the bed.
5. Don’t use corrosive cleaners. For stains, wipe gently with alcohol and let it dry completely.
6. The fabric isn’t washable or dry-cleanable. Don’t remove it or clean it yourself.
7. Don’t vacuum the surface. On models with natural silk, it can pull the filling out.
8. Don’t use an electric blanket. It can damage the silk layers and the AI components.
9. Keep the room ventilated and dry to prevent mould and dust mites.
10. Keep it out of long periods of direct sunlight, which can fade the fabric.
11. Don’t jump on the mattress or sit on the edge for long periods.
12. A slight body impression, up to 3 cm, is normal as the materials settle.
13. A new mattress may have a mild smell. Air the room for two or three days and it will fade.
14. Unplug it if it won’t be used for a long time.
15. Don’t use it if the plug is damaged or the socket is loose. Keep plugs dry and handle them with dry hands, away from children.
16. You can fine-tune how strongly it adjusts in the HEKA App.