Specifications

Shipping Information

Warranty Information

Limited Warranty Coverage

The Independence Bed System, sold by Journey Health and manufactured by Customatic (PPJ, LLC), is warranted to the original retail purchaser against defects in materials and workmanship under the following terms:

2-Year Labor Warranty: Labor for warranty repairs is covered at no cost for the first two years. After this period, labor costs become the purchaser’s responsibility unless otherwise agreed in writing.
2-Year Component Warranty: All components, including electronics, motors, Wi-Fi modules, power cords, and massage motors, are covered for two years.
10-Year Prorated Bed Frame Warranty: The metal frame is covered for 10 years, with coverage reduced by 1/8 each year starting in year 3. This warranty excludes covers, side rails, decking, legs, and attachments.
5-Year Foam Mattress Warranty: The foam mattress and cover are warranted against material and workmanship defects for five years. This excludes body impressions under 1.5 inches, stains, fluid penetration, tears, burns, and personal comfort preferences.

Start of Warranty Period

The warranty begins on the original purchase date, provided proof of purchase is submitted, and warranty registration is completed promptly. Replacement parts provided under warranty do not extend the original warranty period.

Exclusions from Warranty

The warranty does not cover:

– Ordinary wear and tear.
– Damage caused by improper use, abuse, or failure to follow maintenance and operation instructions.
– Use of unauthorized parts, components, or accessories.
– Environmental exposure, dampness, or improper storage.
– Transportation or handling damage by unauthorized parties.

Exclusive Limited Remedy

The sole remedy under this warranty is repair or replacement of defective items at Customatic’s discretion. Documentation, inspection, or return of defective parts may be required. Customatic will cover reasonable shipping costs for approved returns.

Claims Process

To initiate a warranty claim:

– Refer to the Troubleshooting section of the manual and ensure proper use and maintenance.
– During the warranty period, contact Journey Health’s customer service team to initiate the claim. Provide proof of original purchase, product registration, and details about the defect.
– Follow instructions for documentation or inspection, which may include returning parts or evaluation by an authorized technician.

Limitation of Liability

Customatic is not liable for incidental or consequential damages resulting from product defects. The sole remedy is repair or replacement under the warranty terms.

For warranty claims or assistance, contact Journey Health’s customer service team.

Return Policy

This item is a  non-returnable item.

At Hieline Mobility, your satisfaction is our priority, and we are committed to ensuring you receive the best product for your needs. However, certain items are non-returnable for at least one of the following reasons:

Custom Manufacturing
Many items are custom-made to your specific requirements. Once production begins, modifications or cancellations are not possible, so please verify all order details before finalizing your purchase.

Hygiene and Safety Regulations
For hygiene and safety reasons, and in compliance with FDA regulations, custom mobility products cannot be returned, even if unused.

Final Sale Upon Delivery
Once your product is delivered and any necessary adjustments have been made, the sale is considered final and non-returnable.

Delivery Inspection:
We highly recommend inspecting your product at the time of delivery. If you notice any damage or discrepancies, please refuse the delivery. If the item is delivered without a signature and you later identify any issues, contact Hieline Mobility Customer Service immediately at 1-855-HIELINE.

Thank you for your understanding and for choosing Hieline Mobility.