What Evidence Do I Need for a Faulty Item?
What information is required and why it matters
Last Updated: January 2026
When a fault is reported, specific information and evidence are required so the issue can be assessed correctly through the aftercare and warranty process.
This article explains what evidence is needed, why it is required, and how providing the correct information helps avoid delays. It does not explain how to report a fault — that is covered separately.
Why Evidence Is Required
Evidence is required so that:
- The issue can be reviewed accurately
- The product can be identified correctly
- The manufacturer’s warranty or guarantee process can be followed
Faults cannot be assessed or progressed without the required information.
What Information Will I Be Asked to Provide?
When reporting a fault, you will be asked to provide:
- A completed aftercare form
- Images clearly showing the reported issue
The aftercare form is issued once a fault has been reported.
Evidence Required for Mattress Faults
If the fault relates to a mattress, you may be asked to provide images showing:
- A full view of the mattress, with all bedding removed
- A photo showing a level object placed across the mattress, with a measurement of any visible dip
- A photo of the bed base, with the mattress removed
- If applicable, an image showing slat spacing on a slatted base
- A clear image of the mattress batch or manufacturing label
- Any additional images that may assist with the investigation
Providing all requested images helps avoid delays.
How to Locate the Mattress Batch Label
For most mattresses, the batch or manufacturing label can usually be found:
- On the fire safety label attached to the mattress
- On a brand or manufacturer label sewn onto the mattress
- Along the side or underside of the mattress
The label often includes a date, batch number, or manufacturing reference.
If you are unsure which label contains this information, customer care can provide guidance.
What Happens After I Submit the Evidence?
Once the completed aftercare form and images are received:
- The information is reviewed
- Details may be shared with the manufacturer
- A response is usually provided within 3–5 working days
If the fault cannot be identified from the information provided, an independent technician inspection may be arranged.
What If the Issue Is Not a Manufacturing Fault?
Some issues may:
- Be part of normal product settling
- Be resolved through care or adjustment
- Appear faulty when the product is functioning as intended
If this is the case, no repair, replacement, or refund may be offered.