Guarantees & Warranties Explained
Guarantees & Warranties Explained
Comfort is Personal — It's Not a Fault
A guarantee does not cover comfort. We are all different — what feels perfect for one person may not suit another. If you find a mattress too firm or too soft, or feel it is contributing to back pain, this does not mean the mattress is faulty. It simply means it may not be the right mattress for you.
This is exactly why we encourage every customer to visit us in person at our showrooms in Wisbech or King's Lynn, where you can try mattresses properly before you buy. Our team will help you find the right feel and support for your needs.
What is a Guarantee?
Your guarantee covers manufacturing faults only. This means a defect in the materials or workmanship of the product as it left the factory. It does not cover comfort, preference, or anything that falls outside of a genuine manufacturing defect.
What is a Warranty?
A warranty is a broader assurance of quality and durability over a stated period, subject to the product being used and cared for correctly in line with the manufacturer's guidelines. Where a valid warranty claim is accepted, it is typically resolved on a sliding scale contribution — the longer you have owned the mattress, the higher the percentage of the retail price you would be expected to contribute towards a repair or replacement.
Please note: each manufacturer offers different guarantees and warranties — please check the details before purchase. If you have any questions or concerns, just get in touch and we'll be happy to help.
5 Year Warranty — Contribution Scale
| Year | Your Contribution |
|---|---|
| 1st Year | Full guarantee — no contribution |
| 2nd Year | 20% of retail price |
| 3rd Year | 40% of retail price |
| 4th Year | 60% of retail price |
| 5th Year | 80% of retail price |
10 Year Warranty — Contribution Scale
| Year | Your Contribution |
|---|---|
| 1st Year | Full guarantee — no contribution |
| 2nd Year | 10% of retail price |
| 3rd Year | 20% of retail price |
| 4th Year | 30% of retail price |
| 5th Year | 40% of retail price |
| 6th Year | 50% of retail price |
| 7th Year | 60% of retail price |
| 8th Year | 70% of retail price |
| 9th Year | 80% of retail price |
| 10th Year | 90% of retail price |
What is NOT Covered Under Your Guarantee or Warranty
The following are excluded from all guarantees and warranties:
- Accidental damage
- Incorrect or faulty installation of the product by you or a third party
- Use of the product for anything other than domestic use (non-commercial)
- If the goods have been delivered and then moved outside of the UK
- If the product has become excessively soiled or is in an unsanitary condition
- Deliberate, malicious damage or misuse of the product, including failure to follow the manufacturer's instructions
- Normal ageing or wear and tear, including mattress upholstery settlement and “dipping”
- Loss of or damage to accessories where a fault occurs
- Use of the product without bed linen — some manufacturers will not repair or replace a product if a mattress cover has not been used
- Using the mattress with a base for which it was not designed (e.g. an old sprung base or a slatted system with wide gaps)
- If the mattress has been rolled or bent out of shape
- Overloading the drawers in a divan base, causing distortion of the base and fittings
- Damage caused by foreign objects or substances not normally associated with the product
- Repairs carried out by persons not authorised by us, or without our prior approval
- The expense of a service call where no fault has been found with the product
