How Do I Make a Warranty or Guarantee Claim?

If you believe there is a fault or problem with your product and you would like to make a warranty or guarantee claim, the best place to start is by completing our Warranty Request Form. This guide explains what information to prepare, what we may ask you to provide, and how to submit your claim as clearly as possible.

When should I make a warranty or guarantee claim?

You can make a warranty or guarantee claim if you believe there is an issue with your product that may be covered under its warranty or guarantee.

This could include:

• a fault that has developed over time

• a dip or uneven area in a mattress

• a problem with the support or structure of a bed or base

• another issue affecting how the product performs

If you are unsure whether your issue is covered, it is still worth submitting a claim with as much detail as possible so we can review it properly.

What do I need before submitting a claim?

Before completing the form, it helps to gather:

• your order number

• your product name and description

• your date of delivery

• a clear explanation of the issue

• details about how the product has been used and cared for

• photos showing the product and the problem

For mattress-related claims, we may also ask for details about the base, slat spacing, rotation, and the type of support underneath the mattress.

What should I include in the claim?

When completing the form, describe the issue as clearly as you can.

It helps to explain:

• what the problem is

• when it started

• how it affects the product

• whether the issue has changed over time

The more detail you can provide, the easier it will be for us to understand the problem and assess the next steps.

Why do I need to provide photos?

Photos help us review the condition of the product and understand the issue more accurately.

Depending on the product and the type of claim, we may ask for photos of:

• the full product

• the issue or affected area

• the surface level or dip measurement

• the base underneath the mattress

• the batch or manufacturing label

• the slat spacing, if the mattress is on a slatted base

Providing clear photos at the start can help avoid delays and make the process quicker.

How do I submit a warranty claim?

If you would like to make a warranty or guarantee claim, please use our Warranty Request Form.

Make sure you complete all required fields and include as much detail as possible, along with the relevant photos, so we can review your claim properly.

Need to make a claim?

Use our Warranty Request Form if you would like to submit a warranty or guarantee claim.