Warranty

NEO Direct Chair 1-year Limited Warranty

We warrant chair products sold under NEO Direct, including NEO CHAIR, ETONEX, N-GEN, and Gaeste to be free from defects in workmanship and materials, under normal usage and conditions, for a period of one (1) year from the date of receipt. The date of receipt is the date shown on the delivery records for the order. This warranty is only valid for products that are purchased from the official sales channels and does not guarantee the products that are purchased from unauthorized sellers. This warranty is valid exclusively for the original purchaser of the product, as indicated on the original sales receipt or invoice. The original receipt or invoice is the only acceptable proof of purchase, and as such, it is imperative to retain this documentation. The warranty applies only when the original purchaser has adhered to the proper use of the product in accordance with the care instructions.

  What our Chair 1-year limited warranty covers

• All moving mechanisms against manufacturing and material defects.
• Steel/wood/plastic frame against manufacturing and material defects.
• Cushioning/filling materials against manufacturing and material defects.
• Fabric/leather against seam failure, separation, and material defects.

  What our Chair 1-year limited warranty does not cover

• Normal wear and tear, or any condition caused by the aging of materials or overexposure to sunlight.
• Any condition not resulting from ordinary residential wear or any use for which the product was not intended, including but not limited to rental or contract trade or commercial use.
• Improper assembly, use or care, contact with animals, or the site or environmental conditions (such as heat, humidity, salinity or pollutant gasses).
• Abuse, negligence, accident, fire or water damage, transportation by the customer or other causes beyond our control.

  How to make a warranty claim

Claims for defective merchandise must be made within ONE year from the receipt of shipment. Claims for missing parts must be made within 60 calendar days after the receipt of shipment.

You must provide your order number to validate your warranty. You can choose to contact us via sales channel that your product was purchased from or contact us via email: support@eneodirect.com. You must provide us with a clear picture of the alleged defect. If you refuse to send us the picture that we need to process your claim, we may assume that you cannot substantiate your claim or have abandoned your claim.

For defects in faulty parts, we will ship the replacement parts to you free of charge, and provide you with the necessary installation or assembly instructions. You may replace the parts by yourself or through a third party, but we won't be responsible for any labor costs due to the replacement.

Replacements may vary slightly in looks from the original purchase because some of our parts are finished by hand. Replacement items will be warranted until the end of the warranty period for the originals which they replaced or 30 days from the date you receive the replacement items, whichever is later.

We may request you to ship back faulty parts to us for quality control purposes. If so, we will collect the defective parts from you at our own cost.

NEO Direct Mattress 10-year Limited Warranty

We warrant mattress products sold under NEO Direct, including Gaeste, NEO Sleep, and Celtoss to be free from defects in workmanship and materials under normal usage and conditions for a period of 10 years from the purchase date. This warranty is only valid for products that are purchased from the official sales channels and does not guarantee the products that are purchased from unauthorized sellers. This warranty is valid exclusively for the original purchaser of the product, as indicated on the original sales receipt or invoice. The original receipt or invoice is the only acceptable proof of purchase, and as such, it is imperative to retain this documentation. The warranty applies only when the original purchaser has adhered to the proper use of the product in accordance with the care instructions.

  What our Mattress 10-year limited warranty covers

• Sagging due to a noticeable indentation on the mattress exceeding 1.5 inches, which is not caused by an inappropriate foundation or misuse.
• Physical defects in the memory foam material that cause it to split or crack under normal usage and proper handling.
• Manufacturing defects in the mattress cover, including the fabric and zipper assembly.

  What our Mattress 10-year limited warranty does not cover

• Normal wear and tear, or any condition caused by the aging of materials or overexposure to sunlight.
• Normal changes in softness or resilience (including sagging of less than 1.5 inches).
• Change in comfort preference or feeling.
• Use of improper foundation, platform, or other base which may lead to damage to the product.
• Improper use or care(such as stains or mold), contact with animals, or the site or environmental conditions (such as heat, humidity, salinity, or pollutant gasses).
• Damage by using a heating pad or electric blanket.
• Alteration, improper maintenance, or repair by unauthorized representatives.
• Abuse, negligence, accident, fire or water damage, transportation by the customer, or other causes beyond our control.
• Any condition not resulting from ordinary residential use or any use for which the product was not intended, including but not limited to rental or contract trade or commercial use.

  How to make a warranty claim

• Claims for defective products must be made within 10 years from the purchase date.
• You must provide your order number (or original receipt/invoice) to validate your warranty. You can choose to contact us via the sales channel that your product was purchased from or contact us via email: support@eneodirect.com. You must provide us with a clear picture or video of the alleged defect. If you refuse to send us the proof that we need to process your claim, we may assume that you cannot substantiate your claim or have abandoned your claim.
• For defective products, we will ship the replacement products to you free of charge or provide you with a pro-rated refund, at our discretion.
• Replacements may vary slightly in looks from what you bought because some portions are finished by hand. Replacement products will be warranted until the end of the warranty period for the originals they replaced.
• We may need you to ship back the defective product to us for quality control purposes. If so, we will collect the defective product from you at our own cost.