Get up to 50% off this Cyber Monday Sale! Promo ends in

Your Cart

Product Warranty

Here at Emma, we aim to provide our customers with the best sleep experience. This of course includes protecting your purchase, as each Emma product directly purchased from emma-sleep.ca is eligible for warranty that is valid from the day you receive your new Emma product.

It’s simple. If you experience any of the possible defects mentioned in our warranty (as seen below), we will offer a one-time replacement of the original product in the size purchased. Please contact our Customer Care team and provide us with corresponding photos of the affected product and your order number and we will happily swap it with a brand new Emma product, free of charge of course. 

How long is the warranty?

The mattress warranty is applicable for 10 years from the day you receive your mattress. Should you have your mattress replaced, the 365-night trial will be paused from the time being and shall continue once the new mattress has been received.

Is there anything I should know as a customer?

The mattress warranty covers the original purchaser of the mattress for 10 years as long as they are located in Canada. Any warranty, or implied warranty, is only valid for the period of time the product is owned by the original purchaser. The original purchaser, for the purposes of this warranty, is the first purchaser of the product from emma-sleep.ca. Please retain a copy of the order number and customer details as proof of original purchase.

Photos, the lot number (located on the product), order number and customer details may be required upon a warranty request in order for the Customer Service to identify and assess the warranty issue. If proof of purchase and/or original legal tags are lost within the 10-year timeline, Emma holds no responsibility to replace said product.

The care label is stitched to the cover of the mattress and must not be removed from the original Product as this identifies the Product for the purpose of the warranties contained herein.

How will I know if my mattress is still covered by the warranty?

Covered
  • You are the original purchaser of the mattress. 
  • The Emma mattress was sold in Canada.
  • The product has been used for personal consumer use and has been found to be defective despite normal use within the home.
  • The damage existed prior to use by the customer and is the result of production or faulty workmanship/materials which are not attributable to transportation.
  • Cracks, dents, or damage to the foam have arisen despite proper use and handling.
  • The mattress was laid upon a flat, supportive surface during use.
  • There is pre-existing damage to the zipper.
  • The indentations are greater than 1.5 inches (when compared with the surrounding mattress area) that permanently do not return to their normal height after the release of pressure.*
  • Note: The removable cover of the Emma mattress is also warranted for 10 years, assuming normal use. If the application of warranty is approved, Emma will replace the cover, free of charge to the original purchaser.
Not Covered
  • Product was sold by an unauthorized retailer or resold after being used by the original owner.
  • The use of the mattress was for a medical patient of any kind.
  • Damage is the result of abnormal treatment of the product, misuse, or neglect. (Emma shall have the authority to determine such causes of the damage). This includes, but is not limited to,
  • Odors, burns, cuts, infestation, or bodily fluids which are present at the time of the application of warranty. 
  • The color change of the fabric after exposure to light or prolonged periods of usage.
  • Personal preference when it comes to comfort, height, or design.
  • Damage that has arisen due to transportation (not including initial delivery from Emma)
  • Increase in softness due to long term use.
  • Wear-and-tear prompted by cleaning and laundering.
  • Issues caused by personal modifications made.
  • Damage triggered by a lack of appropriate foundations (ex. cannot be laid directly on the floor for majority of lifespan, must have a supportive frame)
  • Note: The warranty is non-transferable to other products, including any additional accessory products purchased.

*Such measurements must be conducted when the mattress is on a flat surface. The cover must also be unzipped to best measure the indentation. It is at Emma’s discretion to determine if such damage was reasonably the result of normal use and/or production faults.

It seems my mattress is eligible, can I get it replaced?

Yes, you can have your mattress replaced simply by contacting our Customer Care team and applying for the warranty. After the quick and easy application, Emma will replace the mattress free of charge to the original purchaser. This is much better than simply repairing the old mattress as the mattress will be replaced with the same model (as long as that model remains in production). Emma will arrange for the pick up of the damaged mattress and have the new mattress shipped to your doorstep, all complementary to the original purchaser.

How does the return-and-replacement process work? 

  • If your mattress is eligible for replacement* and if you wish to return your mattress, you may reach out to Customer Care at support@emma-sleep.ca or 1-888-585-EMMA. For an easier application, you can have your order number ready along with photos of the damage.
  • Emma holds the right to ask for proof of damage along with the application of warranty. This proof can include, though is not limited to photos of the damage in such a way that there is little to no reasonable doubt of the extent of the damage. The warranty shall not apply if Emma determines that the damage is the result of misuse or neglect. It is at Emma’s discretion to determine if the damage such as but not limited to odors, burns, cuts, infestation, or bodily fluids was reasonably the result of normal use and/or production faults.
  • If the warranty application is approved, Emma will arrange for your mattress to be picked up from your house and replaced, free of charge. The product will be replaced with the same model (as long as that model remains in production), and no upgrades will be made/offered. Shipping costs of the new Emma mattress as placement will be the responsibility of Emma. (Please note that shipping to a new address, different from the original purchase, may incur additional fees.)

*The 10-year Warranty only covers the replacement of defective or damaged mattress. Refunds can only be applied within the 365-Night Trial Period exclusively offered to Emma customers so they can try out and enjoy the benefits of their Emma mattress within reasonable time before making a decision.

Disclaimer, Limitation on Liability

TO THE EXTENT PERMISSIBLE BY APPLICABLE LAW, THE EMMA ORIGINAL IS PROVIDED “AS IS” AND THIS WARRANTY AND ANY IMPLIED WARRANTIES ARE YOUR EXCLUSIVE WARRANTIES AND REPLACE ALL OTHER WARRANTIES OR CONDITIONS, EXPRESS OR IMPLIED. SOME PROVINCES OR TERRITORIES DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, SO THE ABOVE LIMITATION MAY NOT APPLY TO YOU.

SOME PROVINCES OR OTHER JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES, SO THE ABOVE EXCLUSIONS MAY NOT APPLY TO YOU. YOU MAY ALSO HAVE OTHER RIGHTS THAT VARY FROM PROVINCE TO PROVINCE AND JURISDICTION TO JURISDICTION.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW AND EXCEPT AS SET FORTH IN THIS LIMITED WARRANTY, IN NO EVENT WILL EMMA OR ITS SUPPLIERS BE LIABLE FOR PROCUREMENT OF SUBSTITUTE PRODUCTS OR OTHER SPECIAL, INCIDENTAL, CONSEQUENTIAL OR INDIRECT DAMAGES ARISING OUT OF OR RELATED TO THE EMMA ORIGINAL MATTRESS OR ITS USE BY YOU OR ANY THIRD PARTY, WHETHER UNDER THEORY OF CONTRACT, TORT (INCLUDING NEGLIGENCE), INDEMNITY, PRODUCT LIABILITY OR OTHERWISE. THIS LIMITATION WILL APPLY EVEN IF EMMA HAS BEEN ADVISED OF SUCH DAMAGES AND NOTWITHSTANDING THE FAILURE OF ESSENTIAL PURPOSE OF ANY LIMITED REMEDY. EMMA’S TOTAL LIABILITY WILL NOT EXCEED THE PURCHASE PRICE PAID FOR THE EMMA ORIGINAL MATTRESS GIVING RISE TO SUCH LIABILITY.

SOME PROVINCES OR TERRITORIES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATIONS AND EXCLUSIONS MAY NOT APPLY TO YOU.

ALL EMMA PRODUCTS' ACTUAL MEASUREMENT SIZE MAY SLIGHTLY VARY. WE ALLOW FOR VARIANCES WITHIN 1 INCH (+/-) AS A RESULT OF VARIOUS ENVIRONMENTAL FACTORS AND/OR THE COMPRESSED PACKAGING PROCESS.

 IF ANY, EMMA’S TOTAL LIABILITY WILL NOT EXCEED THE PURCHASE PRICE PAID FOR THE MATTRESS.

Quality Guaranteed

Each Emma mattress comes with a 10-year warranty on the dimensional stability and durability of the mattress core. This warranty is valid from the date you receive your new Emma mattress, and is valid for the first 10 years of use. Terms and conditions apply. If you have a problem with your mattress that is covered in the 10 year warranty, please contact our customer service team and provide us with corresponding photos of the affected product and we will swap it with a brand new Emma mattress. The warranty covers: cracks, dents or damage to the foam, which have arisen despite proper use and proper handling production damage to the zipper

The Emma Mattress Warranty 

Here at Emma, we aim to provide our customers with the best experience we can. This of course includes protecting your recent purchase for up to 10 years where the following terms and conditions apply. 

Emma’s 10-year warranty refers to certain issues with the dimensional stability and durability of the mattress core. Emma’s warranty covers a defective Emma mattress that is the result of production damage or faulty workmanship/materials. In addition, Emma warrants any cracks, dents, or damage to the foam which have arisen despite proper use and handling. The warranty is valid from the date you receive your new Emma mattress, and is valid for the first 10 years of use. This means, that if the issue(s) previously stated is(are) raised to Emma through our support email (support@emma-mattress.ca or 1-888-585-3662) within 10 years of the receipt of the mattress, at Emma’s discretion, the mattress will be replaced. 

This warranty is non-transferable to other products or consumers. Thus, solely the original purchaser of the mattress is entitled to any warranty covered by Emma. This warranty applies solely to the mattress, not including any additional accessory products purchased. This warranty is only valid for those Emma customers whom use the product for personal consumer use. If the mattress is resold to a secondary consumer by the original one, Emma is not held responsible for any damage to the product, whether through normal use or otherwise. In order to apply for a warranty claim, Emma may require that the consumer provide proof of purchase, including the date of purchase on the mattress. If proof of purchase and/or original legal tags are lost within the 10-year timeline, Emma holds no responsibility to replace said product. 

This warranty applies only to Emma mattresses sold within the United States. 

This warranty applies only to mattresses found to be defective despite normal use within the home. Specifically, the Emma mattress warranty does not cover the use of the mattress for a medical patient of any kind. 

To further define the terms of “damage” during “normal use or faulty production,” the Emma warranty covers indentations that are greater than 1.5 inches when compared with the surrounding mattress area that permanently do not return to their normal height after the release of pressure. Such measurements must be conducted when the mattress is on a flat surface. The cover must also be unzipped so as best to measure the indentation. In addition, any cracks that arise in the foam despite proper use and handling are covered by the warranty within the 10-year time period. It is at Emma’s discretion to determine if such damage was reasonably the result of normal use and/or production faults. 

The Emma mattress warranty also requires that the mattress be laid upon a flat surface during use. This is recommended on our website for optimal comfort and practicality but is required for application of warranty. 

Emma holds the right to ask for proof of damage along with application of warranty. This proof can include, though is not limited to photos of the damage in such a way that there is little to no reasonable doubt of the extent of the damage. The warranty shall not apply if Emma determines that the damage is the result of misuse or neglect. Thus, Emma shall reasonably make such determination if damage such as but not limited to odors, burns, cuts, infestation, or bodily fluids are present at the time of the application of warranty. 

If the warranty application is approved, Emma will replace the mattress, free of charge to the original purchaser. Emma will not repair the old mattress in any way. The product will be replaced with the same model (as long as that model remains in production), and no upgrades will be made/offered. Shipping of the new Emma mattress and pick-up of the damaged Emma mattress will be the responsibility of Emma and complementary to the original purchaser. 

The removable cover of the Emma mattress is warranted for 10 years, assuming normal use. Thus, any use deemed to be abnormal and/or neglectful will not be covered by the warranty. If the application of warranty is approved, Emma will replace the cover, free of charge to the original purchaser. 

FOR ALL WARRANTY INQUIRIES PLEASE CONTACT support@emma-mattress.ca or 1-888-585-3662 

Emma Sleep Canada Inc. 

1055 West Georgia Street, 1500 

Royal Centre, P.O. Box 11117 

Vancouver BC, V6E 4N7, Canada 

The Emma Pillow Warranty 

Here at Emma, we aim to provide our customers with the best experience we can. This of course includes protecting your recent purchase for up to 10 years where the following terms and conditions apply. 

Emma’s 10-year warranty refers to certain issues with the dimensional stability and durability of the pillow core. Emma’s warranty covers a defective Emma pillow that is the result of production damage or faulty workmanship/materials. In addition, Emma warrants any cracks, dents, or damage to the foam which have arisen despite proper use and handling. The warranty is valid from the date you receive your new Emma pillow, and is valid for the first 10 years of use. This means, that if the issue(s) previously stated is(are) raised to Emma through our support email (support@emma-mattress.ca or 1-888-585-3662) within 10 years of the receipt of the pillow, at Emma’s discretion, the pillow will be replaced. 

This warranty is non-transferable to other products or consumers. Thus, solely the original purchaser of the pillow is entitled to any warranty covered by Emma. This warranty applies solely to the pillow, not including any additional accessory products purchased. This warranty is only valid for those Emma customers whom use the product for personal consumer use. If the pillow is resold to a secondary consumer by the original one, Emma is not held responsible for any damage to the product, whether through normal use or otherwise. In order to apply for a warranty claim, Emma may require that the consumer provide proof of purchase, including the date of purchase of the pillow. If proof of purchase and/or original legal tags are lost within the 10-year timeline, Emma holds no responsibility to replace said product. 

This warranty applies only to Emma pillows sold within the United States 

This warranty applies only to pillows found to be defective despite normal use within the home. Specifically, the Emma pillow warranty does not cover the use of the pillow for a medical patient of any kind. 

To further define the terms of “damage” during “normal use or faulty production,” the Emma warranty covers indentations that are greater than 1.5 inches when compared with the surrounding pillow area that permanently do not return to their normal height after the release of pressure. Such measurements must be conducted when the pillow is on a flat surface. The cover must also be unzipped so as best to measure the indentation. In addition, any cracks that arise in the foam despite proper use and handling are covered by the warranty within the 10-year time period. It is at Emma’s discretion to determine if such damage was reasonably the result of normal use and/or production faults. 

The Emma pillow warranty also requires that the pillow be laid upon a flat surface during use. This is recommended on our website for optimal comfort and practicality but is required for application of warranty. 

Emma holds the right to ask for proof of damage along with application of warranty. This proof can include, though is not limited to photos of the damage in such a way that there is little to no reasonable doubt of the extent of the damage. The warranty shall not apply if Emma determines that the damage is the result of misuse or neglect. Thus, Emma shall reasonably make such determination if damage such as but not limited to odors, burns, cuts, infestation, or bodily fluids are present at the time of the application of warranty. 

If the warranty application is approved, Emma will replace the pillow, free of charge to the original purchaser. Emma will not repair the old pillow in any way. The product will be replaced with the same model (as long as that model remains in production), and no upgrades will be made/offered. Shipping of the new Emma pillow and pick-up of the damaged Emma pillow will be the responsibility of Emma and complementary to the original purchaser. 

The removable cover of the Emma pillow is warranted for 10 years, assuming normal use. Thus, any use deemed to be abnormal and/or neglectful will not be covered by the warranty. If the application of warranty is approved, Emma will replace the cover, free of charge to the original purchaser. 

FOR ALL WARRANTY INQUIRIES PLEASE CONTACT support@emma-mattress.ca or 1-888-585-3662 

Emma Sleep Canada Inc. 

1055 West Georgia Street, 1500 

Royal Centre, P.O. Box 11117 

Vancouver BC, V6E 4N7, Canada 

 

The Emma Mattress Warranty

Here at Emma, we aim to provide our customers with the best experience we can. This of course includes protecting your recent purchase for up to 10 years where the following terms and conditions apply.

Emma’s 10-year warranty refers to certain issues with the dimensional stability and durability of the mattress core. Emma’s warranty covers a defective Emma mattress that is the result of production damage or faulty workmanship/materials. In addition, Emma warrants any cracks, dents, or damage to the foam which have arisen despite proper use and handling. The warranty is valid from the date you receive your new Emma mattress, and is valid for the first 10 years of use. This means, that if the issue(s) previously stated is(are) raised to Emma through our support email (support@emma-sleep.ca or 1-888-585-3662) within 10 years of the receipt of the mattress, at Emma’s discretion, the mattress will be replaced.

This warranty is non-transferable to other products or consumers. Thus, solely the original purchaser of the mattress is entitled to any warranty covered by Emma. This warranty applies solely to the mattress, not including any additional accessory products purchased. This warranty is only valid for those Emma customers whom use the product for personal consumer use. If the mattress is resold to a secondary consumer by the original one, Emma is not held responsible for any damage to the product, whether through normal use or otherwise. In order to apply for a warranty claim, Emma may require that the consumer provide proof of purchase, including the date of purchase on the mattress. If proof of purchase and/or original legal tags are lost within the 10-year timeline, Emma holds no responsibility to replace said product.

This warranty applies only to Emma mattresses sold within Canada. 

This warranty applies only to mattresses found to be defective despite normal use within the home. Specifically, the Emma mattress warranty does not cover the use of the mattress for a medical patient of any kind.

To further define the terms of “damage” during “normal use or faulty production,” the Emma warranty covers indentations that are greater than 1.5 inches when compared with the surrounding mattress area that permanently do not return to their normal height after the release of pressure. Such measurements must be conducted when the mattress is on a flat surface. The cover must also be unzipped so as best to measure the indentation. In addition, any cracks that arise in the foam despite proper use and handling are covered by the warranty within the 10-year time period. It is at Emma’s discretion to determine if such damage was reasonably the result of normal use and/or production faults.

The Emma mattress warranty also requires that the mattress be laid upon a flat surface during use. This is recommended on our website for optimal comfort and practicality but is required for application of warranty.

Emma holds the right to ask for proof of damage along with application of warranty. This proof can include, though is not limited to photos of the damage in such a way that there is little to no reasonable doubt of the extent of the damage. The warranty shall not apply if Emma determines that the damage is the result of misuse or neglect. Thus, Emma shall reasonably make such determination if damage such as but not limited to odors, burns, cuts, infestation, or bodily fluids are present at the time of the application of warranty.

If the warranty application is approved, Emma will replace the mattress, free of charge to the original purchaser. Emma will not repair the old mattress in any way. The product will be replaced with the same model (as long as that model remains in production), and no upgrades will be made/offered. Shipping of the new Emma mattress and pick-up of the damaged Emma mattress will be the responsibility of Emma and complementary to the original purchaser.

The removable cover of the Emma mattress is warranted for 10 years, assuming normal use. Thus, any use deemed to be abnormal and/or neglectful will not be covered by the warranty. If the application of warranty is approved, Emma will replace the cover, free of charge to the original purchaser.

The Emma Pillow Warranty

Here at Emma, we aim to provide our customers with the best experience we can. This of course includes protecting your recent purchase for up to 10 years where the following terms and conditions apply.

Emma’s 10-year warranty refers to certain issues with the dimensional stability and durability of the pillow core. Emma’s warranty covers a defective Emma pillow that is the result of production damage or faulty workmanship/materials. In addition, Emma warrants any cracks, dents, or damage to the foam which have arisen despite proper use and handling. The warranty is valid from the date you receive your new Emma pillow, and is valid for the first 10 years of use. This means, that if the issue(s) previously stated is(are) raised to Emma through our support email (support@emma-sleep.ca or 1-888-585-3662) within 10 years of the receipt of the pillow, at Emma’s discretion, the pillow will be replaced.

This warranty is non-transferable to other products or consumers. Thus, solely the original purchaser of the pillow is entitled to any warranty covered by Emma. This warranty applies solely to the pillow, not including any additional accessory products purchased. This warranty is only valid for those Emma customers whom use the product for personal consumer use. If the pillow is resold to a secondary consumer by the original one, Emma is not held responsible for any damage to the product, whether through normal use or otherwise. In order to apply for a warranty claim, Emma may require that the consumer provide proof of purchase, including the date of purchase of the pillow. If proof of purchase and/or original legal tags are lost within the 10-year timeline, Emma holds no responsibility to replace said product.

This warranty applies only to Emma pillows sold within Canada. 

This warranty applies only to pillows found to be defective despite normal use within the home. Specifically, the Emma pillow warranty does not cover the use of the pillow for a medical patient of any kind.

To further define the terms of “damage” during “normal use or faulty production,” the Emma warranty covers indentations that are greater than 1.5 inches when compared with the surrounding pillow area that permanently do not return to their normal height after the release of pressure. Such measurements must be conducted when the pillow is on a flat surface. The cover must also be unzipped so as best to measure the indentation. In addition, any cracks that arise in the foam despite proper use and handling are covered by the warranty within the 10-year time period. It is at Emma’s discretion to determine if such damage was reasonably the result of normal use and/or production faults.

The Emma pillow warranty also requires that the pillow be laid upon a flat surface during use. This is recommended on our website for optimal comfort and practicality but is required for application of warranty.

Emma holds the right to ask for proof of damage along with application of warranty. This proof can include, though is not limited to photos of the damage in such a way that there is little to no reasonable doubt of the extent of the damage. The warranty shall not apply if Emma determines that the damage is the result of misuse or neglect. Thus, Emma shall reasonably make such determination if damage such as but not limited to odors, burns, cuts, infestation, or bodily fluids are present at the time of the application of warranty.

If the warranty application is approved, Emma will replace the pillow, free of charge to the original purchaser. Emma will not repair the old pillow in any way. The product will be replaced with the same model (as long as that model remains in production), and no upgrades will be made/offered. Shipping of the new Emma pillow and pick-up of the damaged Emma pillow will be the responsibility of Emma and complementary to the original purchaser.

The removable cover of the Emma pillow is warranted for 10 years, assuming normal use. Thus, any use deemed to be abnormal and/or neglectful will not be covered by the warranty. If the application of warranty is approved, Emma will replace the cover, free of charge to the original purchaser.

For Warranty Inquiries

Please contact us at support@emma-sleep.ca or 1-888-585-EMMA

Emma Sleep Canada Inc.
1055 West Georgia Street,1500 Royal Centre, P.O. Box 11117
Vancouver BC, V6E 4N7, Canada

C383BB26-B259-4EDD-89D2-87EBE2C92875 Created with sketchtool.

It seems you are visiting Emma from abroad.

You can choose your country from the list below: