Return and Warranty Policy

If you wish to cancel your order, you must contact us within 24 hours from the time of ordering (provided that the order has not been shipped and/or dispatched for delivery) through one of the following channels:
Email: [email protected]
Website: www.askona.rs

If the product is part of an individual (personalized) order, cancellation may be refused.
We will make every effort to ensure that any refund is processed without undue delay and in any case within 14 days from the date we receive your request for return and after the product has been returned to us.

Please note that the refund will be made using the same payment method used for the initial transaction. If you wish to return or exchange a product, you can contact us via phone: +381 636 600 75 or email: [email protected].

You may return new, unopened (for health/hygiene reasons and in applicable cases), and undamaged products, subject to inspection and verification by our technical department, within 14 days from the date of delivery to you or your representative for an exchange or refund.

For mattresses, the return period (in case of exchange) is extended to 30 days from the date of delivery to you or your representative. Please note that the return period for a refund is 14 days from the date of delivery and applies only if the mattress was used with a protective cover purchased from Askona, which ensures the mattress remains free of dirt and leaks.

In the case of a return and in compliance with the return conditions, you will receive a full refund of the purchase price, including delivery costs, if applicable, for products purchased through our online store www.askona.rs (provided that Askona will refund only the amount corresponding to standard delivery, even if you paid for a special (e.g., expedited and/or insured) delivery during the initial transaction, with the exception of any service fees, if applicable).

You may also complete and submit a return form on our official website www.askona.rs. To meet the return deadline, it is sufficient to send the return request before the return period expires.

For a return or exchange, you can visit your local Askona store where the product was purchased, otherwise, we will arrange for the product to be collected from you or you may send the product back or hand it over to our affiliated delivery company no later than 14 days from the date you informed us of your return request. In this case, you will bear the direct shipping costs.

A return of a product in proper condition is possible if its appearance (packaging), consumer properties, and the document confirming the fact and conditions of purchase are preserved.
The customer is not entitled to refuse a product of proper quality that has individually determined characteristics, if the product can be used exclusively by the Customer who purchased it (including non-standard sizes (at the Customer's request), fabrics, etc.).

When purchasing a bed, it is made to order for the Customer (fabric, accessories (if any)) and is considered a product with individually determined characteristics. Please note that proof of purchase is required for all returns.

We undertake to cover the cost of delivery if the return is due to a defect in the product in accordance with our warranty policy.
All returned products are subject to inspection and verification by our technical department.
If the product shows any defects or damage caused by the customer, or if the product otherwise does not comply with our return and exchange policy, the return or exchange will be refused.

Please note that Askona does not accept returns of the following product categories:

• products whose price depends on fluctuations in the financial market, which we cannot control and which may occur during the return period;
  

• products made to the consumer’s specifications or custom-made products;
  

• products that are likely to deteriorate quickly or have expired;
  

• sealed products that cannot be returned for health or hygiene reasons and that were unsealed after delivery;
  

• products which, after delivery, due to their nature, are inseparably mixed with other products.

Delivery Policy

Your order can be delivered within Serbia by our courier company.
If the product is in stock, the order will be delivered within 14 business days. If the product is not in stock and needs to be ordered from the Askona factory (or if it is a custom-made product), delivery may take up to 90 business days, subject to prior agreement.

Any additional services, such as lifting heavy furniture using special equipment, as well as other services not included in the listed delivery cost, will be provided for an additional fee unless otherwise specified by promotion, advertisement, or contract with Askona.

Upon receipt of the product, you must check its appearance, the number of components included, and the absence of mechanical damage.

If any defects or damages are found, please contact us as soon as possible at:
Phone: +381 636 600 75
Email: [email protected]
Website: www.askona.rs

Once the product has been received, Askona’s liability is limited to the extent permitted by applicable consumer protection law.

Delivery is performed by our delivery department or an affiliated company. You will be informed in advance of the exact delivery date and time once the product is ready for delivery.

Additionally, you may pick up the product from an Askona warehouse or from one of the Askona stores in Serbia OR from the specific Askona store where you placed the order. In this case, Askona is not responsible for any loss and/or damage caused to the product by the Customer during transport after collection from the Askona warehouse or store.

The method of delivery will be agreed with the Customer in advance prior to ordering.

For more information about our delivery policy, please contact us by phone:
Phone: +381 636 600 75
or by email: [email protected]

Payment Policy

If the product is not to be received at the time of ordering, the Customer must pay at least 40% of the total order price at the time of ordering. The remaining 60% of the total order price must be paid at least 3 business days prior to receipt of the product.

• Payment can be made in any convenient way using the following available payment options:
  

• In Askona stores, where the following payment options are available: cash, card, or cheque;
  

• Online payment via the website www.askona.rs, following the instructions provided there;
  

• Bank transfer to the following bank account:
  Bank: ALTA banka a.d. Beograd
  Address: Bulevar Zorana Đinđića 121, Novi Beograd
  IBAN: 190000000008691090
  

When paying by bank transfer, you must use your order number as the payment reference.

The date of payment is considered to be the date on which funds are received in the company account through any of the methods mentioned above.
Product delivery will take place only after company has received full payment for the product.

• In addition to the above policy, consumers are entitled to all statutory rights provided under applicable laws and regulations.
  ** We reserve the right to amend or update our policy.
  Any such changes will be announced through Askona’s official social media accounts, website, stores, and/or official documents.
  

Warranty Terms

All products purchased through the Askona online store on the official website www.askona.rs or in Askona stores in Serbia are covered by a minimum two-year warranty, as outlined below.

Askona products are subject to the statutory warranty of 2 (two) years from the date of delivery, in accordance with applicable Serbian law, and consumers are entitled to all rights defined by law.

In addition to the rights granted under applicable legislation, Askona offers an extended warranty on certain product categories, as determined by the manufacturer and specified below.

Warranty Period for Accessories (toppers, pillows, covers, duvets, bed linens, etc.)
The warranty period does not apply to products damaged due to:

• Violation by the Customer of usage rules and/or product care instructions,
  

• Use of the product for unintended purposes,
  

• Intentional damage or damage caused by force majeure events,
  

• Mechanical damage, unauthorized repairs, or structural modifications.
  

The warranty applies to all products purchased and used within the territory of Serbia.

The warranty remains valid only if the product is used as intended, according to the instructions/manuals provided with the product, and maintained in accordance with care and maintenance guidelines (usage instructions are printed on the packaging or included inside).
The product must be clean and free of visible stains or dirt.
There must be no signs of unauthorized repairs, replacements, or structural alterations.

The warranty does not cover:

• Natural wear and tear from normal use,
  

• Damage such as scratches, cuts, ripped seams, stains, and surface dirt,
  

• Damage to decorative elements or zippers,
  

• Accidental damage,
  

• Products used for commercial purposes unless otherwise agreed in writing.
  

To make a warranty claim, it is necessary to retain product identification documents such as the purchase receipt (invoice or bill), product tags (including care instructions), and the warranty certificate.

IMPORTANT: Product tags contain key information, including barcode and product number, which allow Askona to identify the product, its specifications, name, size, etc., for warranty purposes. Customers are required to retain the product label throughout the entire warranty period.

If for any reason you are not satisfied with your Askona product or need more information about our warranty policy, feel free to contact us at:
Email: [email protected]

Warranty claims can be submitted by filling out the appropriate warranty form at the point of purchase (an Askona store in Serbia) or via email.

Warranty claims must be accompanied by proof of purchase and all required documents obtained at the time of purchase (official invoice, product code, warranty certificate if available), as well as proof of defect (e.g., photos or videos, if necessary).
If the required documentation is not provided, Askona reserves the right to decline the claim.

Askona will verify whether the warranty applies to the product.
If a product defect is confirmed, Askona will provide appropriate corrective action.

If possible, the product will be repaired free of charge or replaced with an identical item (same brand and model).
If an identical product is not available (discontinued or out of stock), Askona may, if feasible, replace the item with a similar product (possibly of a different brand or model) free of charge.

If repair or replacement is not possible or would involve disproportionate cost, alternative remedies will be offered in accordance with consumer rights under applicable law.

In all cases where the warranty does not apply, the cost of repair and transportation to and from the Askona store in Serbia will be borne by the Customer.

Under warranty, a mattress may be replaced only once, and only if it was purchased and used with a protective cover from Askona.

Extended Service Life

Below, Askona specifies the applicable conditions for the extended service life of the following products.

Sofas and Armchairs

The extended service life of all sofas and armchairs is 10 (ten) years from the date of delivery to the Customer or the Customer’s representative.
This extended service life applies to material defects, component defects, and/or manufacturing defects of the sofas and armchairs.

The following are not considered manufacturing defects:

• Changes in the components of the sofa and/or armchair or in the production technology introduced by the manufacturer as part of product improvement, which do not affect product performance;
  

• The natural smell of the materials, which is characteristic of a new product;
  

• Minor deviations in dimensions from the showroom sample, within acceptable industry/technical standards;
  

• Slight variations in shade, texture, or tone of the upholstery material between the delivered product and the previously displayed sample.
  

The warranty is valid only under the following conditions:

• The warranty applies only if the product retains its original labels and is accompanied by documents confirming proof of purchase;
  

• Compliance with usage and care instructions provided in the product care recommendations;
  

• The product must be clean, with no visible stains or dirt.
  

In addition to the instructions and guidelines provided in the user manuals for each sofa and armchair, Askona’s extended warranty applies only to sofas [and armchairs] that:

• Do not have mechanical damage, unauthorized repairs, replaced parts/components, or structural modifications;
  

• Were not purchased as display samples;
  

• Are used as intended (i.e., sofas for sitting and reclining);
  

• Have been used with the specially designed cushions supplied with the sofa [and/or armchair], and not used without these cushions.
  

The above-mentioned extended warranty does not cover:

• Natural wear and tear of materials caused by normal use, including wear or peeling of the top layer of eco-leather, and wear of upholstery and/or covers;
  

• Damage to the fabric: scratches, cuts, stains, dirt, or marks left by cleaning;
  

• Natural settling or compression of soft layers resulting from regular use;
  

• Decorative elements, accessories, and trim components of the product;
  

• Sofas used for commercial purposes without explicit authorization.

Ergomotion Adjustable Base

The extended service life of Ergomotion adjustable bases is 10 (ten) years from the date of transfer to the Customer or the Customer’s representative.
The service life applies in the event of material defects or manufacturing defects of the Ergomotion adjustable base.

For display models of Ergomotion adjustable bases, the service life is limited to 24 months from the date of delivery.

The product must be used under full compliance with the following conditions:
i. The warranty applies to the product if the label (serial number on the frame), user manual, and warranty certificate (included in the box with the base), as well as proof of purchase, are preserved;
Compliance with the usage and maintenance instructions provided in the user manual (included in the box with the base);
The warranty service applies only to products without mechanical damage or signs of unauthorized repair.
ii. The product must be used as intended.

Without affecting the instructions and guidelines in the product manual, the Askona warranty does not apply to:

• Damage caused by misuse or failure to follow usage instructions;
  

• Damage resulting from repair or replacement of parts/components by unauthorized persons;
  

• Any modifications made to the Ergomotion adjustable base;
  

• Damage resulting from failure to follow weight limit recommendations provided in the user manual;
  

• Damage caused by illegal actions or natural disasters.
  

The Ergomotion adjustable base must be used only with mattresses specifically designed for use with adjustable bases.

The service life of the Ergomotion adjustable base is 10 years.
The product does not contain substances hazardous to human health or the environment. At the end of its service life, it can be disposed of as household waste.

Beds and Headboards

The service life of all beds and headboards is 10 (ten) years from the date of delivery to the Customer or the Customer’s representative.

The extended review period applies in the event of material defects and/or manufacturing defects of beds and headboards.

The extended warranty is valid only under the following conditions:
i. The extended warranty applies to manufacturing defects related to the headboard, backrest, side panels, and bed legs;
ii. The extended warranty applies only if the original labels (2 pieces: one on the bottom of the backrest and one on the central side) and product passport (included in the package with documentation and assembly instructions, typically packed with the bed’s backrest/headboard components) are preserved;
The product must be in its original condition, free from visible stains or dirt;
iii. The extended warranty applies only to beds/headboards without mechanical damage and/or signs of unauthorized repair;
The product must not have been used as a display sample;
The product must be installed against a wall or other vertical support, as specified in the manual;
The product must be used as intended (i.e., a bed for sleeping).

Exclusions — the extended review period does not cover:

• Natural wear and tear caused by normal use, including wear or peeling of the top layer of eco-leather, wear of upholstery and/or covers;
  

• Damage to fabric: scratches, cuts, stains, dirt, or marks from cleaning;
  

• Natural settling or compression of soft layers resulting from regular use;
  

• Decorative elements such as rhinestones, beads, etc.;
  

• Beds used for commercial purposes without authorization for commercial use;
  

• Bases, slatted frames, frames with lift mechanisms, or the lift mechanism itself;
  

• The natural smell of materials used in the product, which is typical of new products and will dissipate within the first two weeks of use.
  

The service life of beds and headboards is 10 years.

Mattresses

The warranty period for all mattresses purchased with a protective cover in Askona stores is 2 (two) years from the date of delivery to the Customer or the Customer’s representative.
The warranty covers manufacturing defects only.

Askona offers an extended service life for the following mattress series/collections (when purchased and used with a protective cover purchased in Askona stores):

• Askona Promo - Basic, Basic High collection — 3 (three) years
  

• Kids collection — 3 (three) years
  

• Askona NanoPocket Collection (Evolution) — 10 (ten) years
  

• Askona Classic, Original Pro collection — 10 (ten) years
  

• Tech collection — 10 (ten) years
  

• Sleep8 collection (Astoria, Bennett, Dorsey, Stewart, Parker, Sanders, Glen Haven, Orland Park, Tech) — 10 (ten) years
  

• Askona Original, Double Support, Family, Fitness, Therapy collections — 10 (ten) years
  

• Mediflex collection — 10 (ten) years
  

• Sleep Professor collection — 10 (ten) years
  

• Grether & Wells, I-sense, and ECO line collections — 30 (thirty) years
  

The warranty and extended service period start from the date of delivery of the mattress to the Customer or the Customer’s representative.

The warranty and service life do not apply to:
i. Any defects caused by the Customer's failure to comply with product usage instructions;
ii. Any defects resulting from assembly and/or delivery carried out independently by the Customer and/or a third party (without the participation of Askona personnel);
iii. Any defects caused by the following factors:
(a) accidental damage (e.g., damage during transport by the Customer, damage due to Customer negligence);
(b) mechanical damage occurring after receipt of the product [due to Customer error];
(c) damage caused by incorrect or careless use and/or failure to follow product care instructions.

Warranty and service claims will not be accepted in the following cases:

• If no proof of purchase is provided (sales documents proving the purchase from Askona);
  

• Damage caused by exposure to light sources and/or electric lighting, sunlight, electric appliances, heaters, hot objects, detergents, or other chemicals;
  

• Failure to comply with transportation guidelines (if the Customer arranges their own transport), or failure to comply with usage, maintenance, storage, or assembly guidelines (described in the assembly manual), or in the event of mechanical damage;
  

• If the recommended (Askona-approved) weight limit for the mattress is exceeded;
  

• Structural deformation of the mattress due to improper use;
  

• Dissatisfaction with the mattress in terms of comfort, medical performance, or allergic reactions;
  

• If there are scratches, stains, dirt, cuts, etc.;
  

• Normal settling or compression of the mattress's soft layers caused by regular use under the weight of the sleeper. Such settling of up to 3 cm of the mattress height is considered normal and not a manufacturing or structural defect;
  

• Damage to decorative elements of the mattress. Mattress handles are decorative only and are not intended for carrying or flipping the mattress;
  

• Warranty and service period are void if the product label (sticker or marking) is missing, as it will not be possible to identify the seller and/or manufacturer.
  

The extended warranty and service period apply only when the mattress is used with a protective cover purchased from Askona (except for round and non-standard size mattresses, for which a protective cover may not be available). The protective cover ensures complete protection of the mattress from dirt and leaks.

IMPORTANT!

The product identification labels contain personalized product numbers and barcodes, which allow for the identification of the product, its characteristics, name, size, etc.
The Customer is required to retain the product label throughout the entire warranty and service life period!

The warranty and service life are valid only if the Customer adheres to the following maintenance requirements:

• After unpacking the mattress, it is recommended to air it for at least 48 hours before first use, and to air it every 14 days of use to minimize any industrial odors.
  

• During transportation, storage, and use, the mattress must be kept horizontal on a flat surface.
  

• Always use a high-quality base of appropriate size under the mattress. DO NOT place any objects under the mattress. DO NOT use a base wider than 120 cm without central support, or a slatted base with slats spaced more than 80 mm apart.
  

• To avoid damaging the spring unit and inner layers of the mattress, it is STRICTLY PROHIBITED to fold the mattress or to walk or jump on it (including children), except for springless mattresses with a monolithic latex or polyurethane foam core.
  

• It is strictly forbidden to use a mattress on a bed frame that is smaller than the mattress itself.
  

• Use the mattress in dry and well-ventilated rooms. Do not allow chemicals or water to come into contact with the mattress.
  

• Perform dry cleaning of the mattress using a vacuum cleaner. Water-soluble stains may be removed with an upholstery cleaner or soapy solution.
  

• The overall service life of the mattress depends on the user's weight, which must be within the recommended limits for the specific mattress model. Please ensure that the user's weight does not exceed the recommended load for the mattress — your Askona consultant will provide this information.
  

• Rotate the mattress head-to-foot every 3–4 months, and flip it over every 6 months (this does not apply to one-sided mattresses).
  

• Fluff the mattress every 5–6 months.
  

During normal use, characteristic sounds (popping, creaking, squeaking) may occur. These are natural sounds resulting from the adjustment of natural mattress components and typically diminish to an insignificant level after 30 days of use.

According to current standards, slight deviations of up to ±1.5% in the stated dimensions of upholstered furniture and mattresses are permitted during production.

For all other products not listed above, the warranty period is 2 (two) years.

The extended service life entitles the Customer to a free replacement of the product with an identical one only in cases of manufacturing defects (same brand and model).
If an identical product is no longer available (discontinued, out of stock, etc.), Askona will replace the product free of charge with a similar product (which may be of a different brand or model), with the price recalculated accordingly. Under the extended warranty, the Customer is responsible for covering the cost of delivering the product to and from Askona.

The extended warranty and service life do not entitle the Customer to withdraw from the purchase contract or to refuse a repaired/replaced product, nor do they entitle the Customer to a refund of the purchase price.

In addition to the specific conditions and requirements for extended warranty and service life stated for each product category above, Askona will fulfill its obligations under the extended warranty only if all the following conditions are met:

• The extended service life applies to the relevant product if the service life [passport] and product labels, as well as proof of purchase, are preserved.
  

• The extended service life applies only if the product is used and maintained according to the provided usage and maintenance instructions (included on or inside the packaging).
  

• The product must be clean, with no visible stains or dirt.
  

• The extended service life applies only if the product has no mechanical damage, unauthorized repairs, or modifications.
  

• The product must not have been used as a display sample.
  

Exclusions — The extended service life and warranty do not apply to:

• Normal wear and tear resulting from regular use of the product.
  

• Damage to the upholstery: scratches, cuts, unraveled seams, stains, or dirt.
  

• Decorative elements of the product.
  

• Damage to the product’s zippers.
  

• Products used for commercial purposes without prior authorization for commercial use.