Customer support
Warranty and after-sales service
The HEKA AI Mattress comes with a 15-year limited warranty, free delivery and installation at your home, and the ELITE companion service.
- 15-year limited warranty
- Free delivery & installation
- ELITE companion service
- Try it at the showroom
This English version is provided for reference. The Vietnamese version of the warranty and service terms is the legally binding text.
Warranty
15-year limited warranty
Every HEKA AI Mattress comes with a 15-year limited warranty and an extended care service.
- First year: a mattress with a defect covered by the warranty is replaced with a new one.
- 5 years: the AI core system and the mechanical arms are repaired free of charge.
- 15 years: a limited warranty on the mattress, with HEKA's extended care service.
- Please contact the hotline for the full warranty terms that apply to each mattress line.
Delivery
Free delivery and installation at your home
HEKA delivers and installs free of charge anywhere in Vietnam, and contacts you to confirm the delivery date once your order has been processed.
- A White Glove team of four movers and a HEKA specialist activates the mattress, checks that it runs correctly and shows you how to use it, so the AI mattress is ready for your personalized sleep.
- The mattress needs a flat, solid bed base (a solid platform or slats no more than 10 cm apart). Do not use a box spring or place the mattress directly on the floor.
- The app is used only for the initial activation; after that the mattress adjusts itself, with no remote to operate.
Returns
Return policy
HEKA accepts returns under its current policy; the exact conditions are confirmed when you place your order.
- First year: a mattress with a defect covered by the warranty is replaced with a new one.
- The product includes the mattress only; pillows and accessories are advised separately.
- The detailed return conditions are confirmed by HEKA when you order and may change with the current programme.
Care
After-sales service
The HEKA AI Mattress receives algorithm updates over the air (OTA), runs an ultra-quiet aerodynamic system and a safe 12V supply.
- Technical support and advice on use through the hotline during business hours.
- OTA software updates from the Stanford–iFutureLab Sleep Medicine Database.
- Guidance on cleaning, care and periodic checks for each mattress line.
Questions about delivery and the warranty
Do I need an app or a remote to use the HEKA mattress?
No. The app is only used for the initial activation. After that the mattress actively fine-tunes itself; there is no remote and nothing to operate.
What are the warranty and return terms?
The HEKA AI Mattress comes with a 15-year limited warranty. In the first year a covered defect is replaced with a new mattress; the AI core system and the mechanical arms are repaired free of charge for 5 years. See the Warranty page for details.
Need help with a product you bought?
Call the hotline or email us with the model code of your mattress; HEKA replies during business hours.