My Mattress Has a Dip, Can I Make a Warranty Claim?

If your mattress has developed a dip or feels uneven, you may be wondering whether it could be covered under a warranty or guarantee claim. This guide explains what to check, what information we may need, and how to submit your claim.

Can a mattress dip be covered by a warranty claim?

In some cases, yes. If your mattress has developed a dip, sagging or an uneven sleeping surface, you can submit a warranty or guarantee claim for us to review.

Whether the issue may be covered will depend on the mattress, the level of dipping, the type of support underneath it, and whether the product has been cared for in line with the care guide.

What should I check first?

If you believe your mattress has a dip, start by checking the sleeping surface carefully.

It can help to look for:

• a visible dip or hollow

• an uneven sleeping area

• sagging across part of the mattress

• a change in support or comfort in one area

If the issue is not obvious at first glance, it may still show more clearly when checked with a straight object placed across the surface.

How do I show the dip in a warranty claim?

To help us assess the issue, we may ask for photos showing the mattress surface with a straight and level object placed across it, such as:

• a metre ruler

• a broom handle

• a spirit level

This helps show whether there is a visible dip or uneven area.

If there is a noticeable dip, it is also helpful to include a second photo showing the depth measurement.

Clear photos make it much easier for us to review the issue properly.

Why do you need to see the base underneath?

The support underneath your mattress can affect how it performs over time, which is why we may ask you to remove the mattress and take a photo of the base underneath.

For mattress claims, this helps us assess whether the mattress has been used on a supportive base.

We may also ask for:

• the type of base being used

• whether it is slatted or divan

• the distance between slats, if applicable

• whether a divan is platform top or sprung

• the age of the base

These details help us understand the support the mattress has been resting on.

Does mattress care matter?

Yes. As part of the claim process, we may ask how often you rotate your mattress and whether you have followed the care guide.

Following the brand care guide helps make sure the mattress has been maintained correctly and can be important when reviewing whether a warranty or guarantee remains valid.

What information should I include?

To help us review your claim as quickly as possible, include:

• your order number

• the mattress name or description

• the date of delivery

• a clear explanation of the dip or uneven area

• when you first noticed the issue

• how often you rotate the mattress

• details of the base underneath

Photos of the mattress, the dip measurement, the base, and the product label may also be needed.

How do I make a claim?

If your mattress has developed a dip and you would like us to review it, please use our Warranty Request Form.

Providing as much detail as possible will help us assess your claim more accurately and guide you on the next steps.

Need to make a claim?

Use our Warranty Request Form if your mattress has developed a dip and you would like to submit a warranty or guarantee claim.