Warranty Policies for Novilla Toppers

Novilla provides a 5-Year Limited Warranty for Novilla-branded toppers purchased directly from Novilla or through authorized distributors and dealers.

What's Covered

Under normal household use, this warranty covers the following:

1. Visible indentation greater than 1 inch (approx. 2.5 cm) that remains after the topper has fully recovered from load, when used on a proper foundation.
2. Cracks or splits in the foam that occur despite normal usage and proper handling.
3. Manufacturing defects in the cover — including seams that come apart, zippers that fail due to faulty assembly, or stitching that unravels.
4. Failure to expand after unpacking — if the topper has not fully expanded to its intended dimensions after 72 hours of being left unpacked in a well-ventilated room at room temperature, and the deviation clearly exceeds normal dimensional tolerance.
5. Other verified issues that our technical assessment team confirms are directly attributable to inherent defects in materials or workmanship.

What's Not Covered

This warranty does not cover the following:

• Normal softening of the foam over time, which is expected during the break-in period of any memory foam or visco-elastic product and does not compromise its pressure-relieving properties.
• Damage caused by abuse, misuse, neglect, improper handling, or failure to follow care instructions.
• Comfort preferences — if you decide the topper is too soft, too firm, or not to your personal liking. (For such cases, we encourage you to take advantage of our trial period to ensure the topper meets your comfort needs before making a final commitment.)
• Products sold "as-is," floor models, samples, or products purchased second-hand.

Additional Terms

• If you have a quality issue with a topper purchased through one of our authorized distributors or dealers, please contact the respective distributor or dealer directly for assistance.
• Your 5-Year Limited Warranty commences on the original date of purchase.
• A warranty replacement, repair, or parts replacement does not extend or renew the warranty period.
• This warranty covers only the product itself. It does not cover shipping fees for exchanges, commissions, or any third-party fees.

Resolution Timeline

Once a warranty claim is approved, resolution is typically completed within 5–7 business days.

To file a warranty claim, please refer to the "Filing a Warranty Claim" section above for detailed instructions on required materials and the submission process.

General Terms & Conditions

Original Purchaser Only
All warranties apply exclusively to the original purchaser and are non-transferable. Proof of purchase (Order ID and Warranty Card) is required for all claims.

No Renewal
A warranty replacement, repair, or parts replacement does not extend or renew the warranty period. The warranty continues from the original purchase date.

Valid Purchase Channels
Warranties are valid for products purchased directly from Novilla or through authorized distributors and dealers. If you purchased from a third-party retailer, please refer to that retailer's warranty policies for assistance.

Subjective Preferences
This warranty does not cover subjective preferences regarding comfort, firmness, height, or appearance. If your product includes a trial period, comfort-related concerns should be addressed through that trial within the applicable window. Once any applicable trial or return period has expired, claims based on personal preference — including a product feeling too soft, too firm, too high, or too low — will not be accepted under this warranty.

User Damage & Care Neglect
This warranty strictly excludes damage caused by user abuse, pets, or neglectful care. This includes stains, rips, tears, cuts, burns, or liquid damage. Additionally, mold, mildew, or persistent odors resulting from improper laundering, spills, or failure to maintain adequate ventilation are not covered.

Modifications
Novilla reserves the right to modify these terms. Changes will become effective immediately upon posting to this page. Existing warranty claims will be handled under the terms in effect at the time of purchase.