Mattress warranty casually explained.
We provide a warranty on defects in manufacturing or materials.
This does not include normal wear and tear, including normal softening of the upper foam comfort layers. Like car tyres, they come with a warranty but the manufacturer doesn’t cover normal wear of the tyres. A new tyres and a 3 year old tyre will have different levels of grip. A 3 year old mattress will always feel softer than a brand new mattress.
This is why we ask if there is any VISIBLE dipping in the mattress beyond 3cm. The initial 3cm of any mattress is just quilting that is designed to flatten within the first few weeks of use, it is just there for visual appearance and to stop creasing of the mattress fabric. Dips beyond this may indicate a possible failure of the actual comfort foams if they don’t bounce back. However, if the mattress is reasonably flat and there is no dip beyond 3cm then this would just be normal softening of the mattress over time.
However if the part wears down in an unreasonable amount of time, we will replace that part for free. This includes the comfort foam at the top of the mattress that wears out fastest. All foams wear over time.
For example, if you’ve had your mattress for 5 years, it’s still performing as a 5 year old mattress should. We wouldn’t replace the foam for free as it’s similar to a worn out tyre. Instead we can replace the comfort layer for a cost.
Our warranties are also pro-rata, meaning if your mattress does fail 5 years into your 10 year warranty, we will choose to either repair or we will refund you half the purchase price as you have also used the product for this amount of time.
Springs poking out or protruding from the mattress.
This does not cover mishandling of the mattress during transport or the springs getting stuck because someone has been jumping on the mattress. We can tell.
Mattress Care Instructions
Full Mattress care instructions can be found in your purchase PDF
- Rotate your mattress periodically. Body signatures are a normal property of your mattress and rotating your mattress will help to equalise the upholstery settling between sleepers of different body weights and shapes.
- Do use a mattress protector at all times as this will prevent stains.
- Do use a recommended base or a supportive, rigid, non-yielding foundation. An old base unit may not provide sufficient support. It may appear that your mattress is sagging when the problem may be due to a non-supportive base.
- Do not place mattresses on floors or on bases or supports that do not allow air circulation as this may promote the growth of mold.
- Do not bend or fold the mattress. When transporting your mattress do not drag it on the ground.
- Don’t carry a mattress by the handles as these are only use to position the mattress on the base and will not support the full weight of the mattress.
Mattress Warranty the boring stuff
Our full warranty panthlet can be found here. It is digitally attached to all your invoice receipt in your e-mail. By default to reduce our carbon footprint we no longer print out pamphlets to reduce wastage. You can easily save PDFs to your phone or computer.
Bedding Warehouse suppliers offer a warranty against faulty workmanship and /or faulty materials commencing on the date the mattress and/or base was originally delivered to, or collected by the purchaser and is valid only to the original purchaser of the product as indicated on the original sales invoice and is not transferable.
- Original purchase receipt must be present.
- Original mattress label must be present to determine warranty rights.
- The warranty covers structural defects caused by faulty workmanship or materials. This includes:
- Coils or wires that are loose or broken
- Coils or wires that protrude or tear through any fabric.
- Should a service be required during the guarantee period, the Manufacturer will repair your mattress free of charge. Transportation costs, however, after the first 12 months will be the onus of the purchaser. Transportation charges will not be accepted without prior approval from the Manufacturer.
- Replacement of one piece does not automatically result in replacement of the other piece. Repair or replacement of the mattress or base does not extend its limited warranty or begin a new limited warranty period.
- The manufacturer’s determination as to the cause of fault shall be final.
The Settling Process / Body Signatures
All mattress will go through a settling process whereby the mattress upholstery layers will adjust and confirm the body, sometimes referred to as body signatures. Most occurrences happen within the first 12 months. This is not deemed to be a manufacturing fault and is not a defect under warranty.
Body signatures or settling can be up to 1.5 inches and is considered normal. Rotating the mattress monthly allows a move even settling process over the surface of the mattress.
WARRANTY DOES NOT COVER
- Mattress damage caused by insufficient base or slat foundation support.
- Small manufacturing irregularities that do not affect the performance of the bed,
- Fit of Manchester / sheet items and mattress height.
- Comfort preference including issues of firmness; or
- Normal body impression/signatures(s) of 1.5” or less in a pillowtop mattress or 25mm in a normal mattress.
- Body signatures are a normal occurrence and indicate that upholstery layers of the mattress are performing as they should
- Handles or attached accessories, as handles are not intended to be used to lift, turn or transport the products, only to position the mattress; or
- Normal wear and tear or damage caused by abuse, misuse or negligence (including folding, bending, standing on or jumping on the mattress).;
- Room space issues, incorrect selection of size of mattress; or
- Temperature; or
- Allergies, smell or sensitivity to materials. Some raw materials have a natural smell.
- Bed height/weight
- Mattresses that are burnt, stained, or in an unsanitary condition, even if defective. For health and safety reasons, we may not be able to inspect these products to assess whether covered by the warranty, in which case, we reserve the right to deny warranty coverage.
- Broken fittings including T-nuts, legs and castors due to insufficient maintenance and tightening.
Are designed to offer the best possible support for your mattress. Do not stand or lay directly on your base as they are designed only to support your mattress as a whole.
If using third party slat bases, slats should be no more than 10 cm apart. Skeleton slats or flexible concave arching slats lose their resiliency over time and lost their upward curve shape. We recommend to carefully rotate slats from high to low load areas and replace if they lose their support. If using a solid base panel we recommend having holes to allow moisture and air circulation.
- *This warranty is in addition to, and not in substitution for, the right of the purchaser conferred by the trade practices act and/or the legislation of any State or Territory.