Mattress Warranty Policy

Warranty Period

This mattress is covered by a Limited Warranty of 12 months from the original date of purchase.

This warranty applies only to the original purchaser and is not transferable.

What This Warranty Covers

This Limited Warranty covers manufacturing defects in materials and workmanship under normal residential use.

Covered items include:

Structural Manufacturing Defects

• Broken or cracked internal springs caused by manufacturing fault
• Failure of internal support system not related to misuse
• Defective stitching or seam failure due to workmanship

Permanent Indentation (Sagging)

Permanent indentation is covered only if ALL of the following conditions are met:

• Indentation is 25mm (1 inch) or greater
• Indentation is measured without any weight on the mattress
• Mattress has been used on a properly supportive and compliant bed base
• Indentation is not localised (e.g. edge sitting or single-point pressure)

Body impressions, comfort settlement, or softening of materials are not considered defects.

What Is NOT Covered (Exclusions)

This warranty does not cover:

1. Normal Wear and Tear

• Softening of foam or comfort layers
• Body impressions less than 25mm
• Changes in firmness preference

2. Improper Use or Support

• Use on an unsuitable, damaged, or unsupported bed base
• Slat bases without adequate centre support
• Slat spacing exceeding recommended limits
• Floor use without ventilation

3. Localised Damage

• Sagging caused by sitting on the edge of the mattress
• Damage caused by repeated pressure in one area
• Localised indentations or uneven wear

4. Abuse or Neglect

• Jumping, trampling, standing, or placing heavy objects on the mattress
• Folding or bending the mattress
• Water damage, stains, mould, or mildew
• Damage caused by pets

5. Failure to Follow Care Instructions

• Failure to rotate the mattress periodically
• Use of the mattress for commercial or rental purposes

Caring for your mattress

Proper mattress care is essential to maintain a comfortable and healthy sleeping environment. Follow these three simple steps to help keep your mattress in excellent condition:

• ROTATE YOUR MATTRESS: Regularly rotating your mattress helps distribute wear evenly and maintain long-lasting comfort. For the first three months, we recommend rotating your mattress once every two weeks. After that, continue to rotate it once every three months. As ours mattresses are one-sided (non-flip), simply rotate the mattress 180 degrees from end to end.
• USE A MATTRESS PROTECTOR: A mattress protector helps safeguard your mattress from spills, stains, and everyday wear. It can also provide protection against allergens such as dust mites, which may contribute to respiratory issues or aggravate allergies. For best results, choose a protector that is breathable and machine washable for easy care and maintenance.
• AVOID JUMPING AND BENDING: Jumping on your mattress can damage the springs and comfort layers, reducing its lifespan and support. Bending or folding the mattress may also harm the internal structure, so it is important to keep it in its original shape at all times, especially when moving or transporting it.

 

Bed Base Requirements

To be eligible for warranty coverage, the mattress must be used on:

• A structurally sound bed base
• Adequate centre support for Double size and above
• Slat spacing no greater than 75mm

Failure to meet these requirements may void the warranty.

Warranty Claim Process

To lodge a warranty claim, customers must provide:

• Proof of purchase
• Clear photos of the mattress (top and sides)
• Photos of the bed base and support system
• Measurement of the claimed indentation

Inspection or independent assessment may be required.

Remedies

If a manufacturing defect is confirmed, the seller may, at its discretion:

• Repair the mattress
• Replace the mattress with an equivalent model
• Provide a partial refund based on time of use

Consumer Guarantees Act Notice (New Zealand)

This warranty is provided in addition to the rights and remedies available under the Consumer Guarantees Act 1993.S