Do I Need to Show the Base for a Mattress Warranty Claim?

Yes, in many cases we will need to see the base underneath your mattress when reviewing a warranty or guarantee claim. This helps us understand the support the mattress has been used on and assess the issue more accurately.

This guide explains why the base matters, what information we may need, and what to include when submitting your claim.

Why do you need to see the base?

The base underneath your mattress plays an important part in how well the mattress is supported over time.

If you are making a warranty claim for a dip, sagging, uneven support or another mattress issue, seeing the base can help us understand whether the mattress has been used on a suitable support.

This is why we may ask you to remove the mattress and provide a clear photo of the full base underneath.

What kind of base information might be needed?

Depending on your claim, we may ask for details such as:

• the type of base being used

• whether the mattress was purchased on its own

• whether the base is slatted or divan

• if the base is slatted, the distance between the slats

• if the base is a divan, whether it is a platform top or sprung base

• the age of the base

These details help us review the support conditions the mattress has been used on.

What photo should I provide?

For a mattress warranty claim, we may ask for a clear photo of the full base with the mattress removed.

This photo should:

• show the entire base

• be clear and well lit

• show the condition of the support underneath

• make it easy to see slats, surface condition or any obvious issues

If your mattress is on a slatted base, we may also ask for a separate photo showing the spacing between the slats.

Why does slat spacing matter?

If a mattress is being used on a slatted base, the distance between the slats can affect the level of support underneath it.

That is why we may ask you to provide a photo showing the spacing between multiple slats, so we can assess the support more accurately.

What if my mattress is on a divan base?

If your mattress is on a divan base, we may ask whether it is a:

• platform top base

• sprung base

We may also ask about the age and condition of the base, as this can help us understand how the mattress has been supported over time.

How do I include base details in my claim?

If you are making a mattress warranty claim, include as much information as possible about the base and provide the requested photos when completing our Warranty Request Form.

Providing full support details from the start can help us review your claim more quickly.?

Ready to submit your claim?

Use ourWarranty Request Form if you are making a mattress warranty or guarantee claim and need to provide details about the base underneath.