Warranty generally covers structural failures that occur under NORMAL use:

  • Significant Sagging: Indentations usually must exceed a depth threshold of over 35mm (3.5 cm), measured without weight on the bed.
  • Structural Defects: Broken or loose coils/springs, or wires protruding through the fabric.
  • Manufacturing Flaws: Split seams, shifting of internal foam layers, or zipper defects. Must be reported within two weeks of purchase or else any longer, this will be characterized as the normal wear and tear of the mattress.
  • Foundation Issues: If purchased as a set, splitting wood frames or leg/castor failure in the base.

Common Exclusions (What’s NOT Covered)

Most warranties do not cover issues resulting from regular wear or personal choice:

  • Normal Softening: Gradual loss of firmness over years of use.
  • Comfort Preference: If the mattress simply feels too hard or too soft.
  • Minor Indentations: Natural body impressions (usually under 35mm) are considered normal settling.
  • Hygiene Issues: Stains, soiling, or burns will void the entire warranty for health and safety reasons.

How to Keep Your Warranty Valid

Specific actions can immediately void your coverage:

  • Use Proper Support: Ensure your bed frame meets manufacturer specs. For example, using a flexible slat base or slats spaced too far apart (not more than 15cm) can void the warranty.
  • Use a Protector: Always use a waterproof mattress protector to prevent stains.
  • Regular Maintenance: You are required to rotate the mattress every 3–6 months to distribute wear.

How to File a Claim

If you find a defect, follow these steps:

  1. Document the Defect: Take clear photos of the issue. To prove sagging, place a straightedge (like a broomstick) across the mattress and use a ruler to measure the dip.
  2. Contact the Retailer: Your first point of contact is usually the store where you bought it.
  3. Provide Proof: You will need your original receipt and must be the original purchaser.
  4. Prepare for Costs: There is “Return to Base,” meaning you will be responsible for transportation or inspection fees.