Warranty

What does a warranty cover?

A mattress warranty covers physical defects in a mattress. The most common problem is sagging. If a mattress sags beyond a certain threshold when nobody is on it, that is a warranty issue. This threshold is 1.5 inches for most manufacturers. This sag is usually measured by putting a string or other straight line across the surface of the mattress, and then measuring from the string to the bottom of the sag with a ruler.

Mattress warranties also usually cover coils breaking or popping out of the side, the foams up top bunching up, the seams coming out of the mattress, or any other physical defect. If you suspect you have a warranty issue, contact the retail merchant first, and if you don’t get anywhere with them, contact the manufacturer.

What does a warranty NOT cover?

Mattress warranties do NOT cover against comfort issues. If your mattress feels a bit lumpy, or it doesn’t support you properly, or it causes pressure to your body, you are out of luck. This is one reason some people claim that warranties aren’t honoured. Warranties only cover structural problems, not a product that doesn’t maintain its comfort over time.

Things that can void a warranty

There are several things that can void an otherwise legitimate warranty claim. Here are some of the most common.

  1. Removing the law tag. The law tag is the tag on the back of the mattress that says “do not remove under penalty of law.” The “law” part only refers to the mattress retailer and manufacturer. The end-user is free to remove it whenever he or she wants, but this voids the warranty. It would be the equivalent of filing off the VIN from a car and expecting the warranty to be honoured. There is no proof it’s the same mattress that you ordered.
    1. Stains. If a mattress is stained, the warranty is void. This even goes for problems in which the stain obviously didn’t cause the sag. Liquids can wear down the foams and cause them to deteriorate faster than they otherwise would. Additionally, stained mattresses are unsanitary, and no company wants to return those to the warehouse for a warranty claim. You can prevent stains to your mattress by using a waterproof mattress protector. These do NOT have to feel like plastic, and they are also NOT just for the incontinent. Even just perspiration, a little bit every night over the course of 10 years, can cause a stain and wear down the foams.
    2. Improper support. You need proper support under your mattress. This can take several forms. The most common is the matching boxspring on top of a metal frame with a centre support bar. Using an old boxspring will almost always void the warranty. If you don’t want a new boxspring, consider getting a platform bed with either a solid surface or slats which are very close together. If you use a frame, be sure that it has a centre support bar with at least one leg going from the bar to the ground.

Tips for extending the life of your mattress

When most of us think about a warranty, what we’re really hoping for is to never have to use it at all. When we put good money into a major purchase, we want to make sure we get as much quality use out of that purchase as possible. In that vein, there are steps that you can take that will both help with upkeep of your mattress and make it more likely that your warranty will still be valid if you do need to file a claim:

  • Try to keep pets and children off of your mattress: children and animals can both put a great deal of strain on a mattress. Whether it be from spills, accidents, jumping, or sharp paws, it’s easy for a mattress to get damaged, and this kind of damage is likely to invalidate a warranty.
  • Use a mattress pad or protector: these are products that provide an extra layer or barrier to defend the mattress against things like spills and stains. A mattress protector offers a more robust defense by fully encasing the mattress, but a mattress pad can still be helpful as well.
  • Don’t skimp on your mattress base: it may be tempting to buy the cheapest frame on the market, but remember that both the frame and the mattress are involved in supporting you during sleep. In addition, a faulty frame or a frame that doesn’t meet certain characteristics can void your warranty.
  • Follow a regular mattress cleaning routine

How to File a Warranty Claim

If you notice a defect in your mattress that you think may meet conditions listed under your warranty, follow these steps:

  1. Take a series of photos of your mattress that provide the best evidence possible of any problems or defects.
  2. Find a copy of the mattress warranty and look at the terms and conditions in detail. Honestly assess whether your warranty is still valid and whether your situation meets the circumstances under which the warranty may apply. In this process, make sure to ask yourself, “how or why might this claim be denied?”
  3. Contact us regarding your warranty claim, sending the photos you have taken.
  4. We may send an inspector to examine your mattress and review your claim. 
  5. If you have a valid claim, you may also be responsible for shipping the mattress back. 

Be aware that there is a strong chance that your warranty claim will be denied. This doesn’t mean that you should never file a claim, but it is necessary to be realistic, especially when assessing whether or not your mattress warranty will still be valid or whether it could be void due to things like stains or signs of misuse.

12-Month Guarantee

In the very unfortunate event you experience manufacturing issues – such as faulty materials or workmanship that doesn’t meet our high standards – we offer a 12-month guarantee on all products you’ve purchased from us. This includes mattresses, upholstered beds, metal beds and headboards along with all blinds and pine furniture.

Our bed bases are very strong and are of the highest quality. We guarantee that all our bed bases for at least 1 Year (12 Months). Some bed bases are guaranteed for more than this. Please check individual product pages for this information. Our guarantee covers normal sleeping use only. This guarantee covers only the actual structure of the bed bases. Issues unrelated to how the bed stands structurally, however, are not covered.

Please note* You must comply with our weight limit on our beds for the guarantee to be valid. This weight limit, however, only offers a guideline weight to protect our guarantee.

Please note* King and Super King Sizes are not guaranteed for challenging behavioral use.