What Photos Do I Need for a Warranty Claim?

When you submit a warranty or guarantee claim, clear photos can help us understand the issue more quickly and assess the condition of the product properly. Providing the right images from the start can also help avoid delays and reduce the need for follow-up questions.

This guide explains the main photos we may ask for when you complete our Warranty Request Form.

Why do I need to provide photos?

Photos help us review the product, the fault being reported, and the way the item is being supported or used.

Depending on the type of product and the issue you are claiming for, we may ask for images that show:

• the full item

• the affected area

• the support underneath the product

• any visible dip, sagging or unevenness

• the batch or manufacturing label

The clearer the photos are, the easier it is for us to assess your claim.

What is a full product view?

We ask for a clear photo of the entire product you are claiming for.

The whole item should be visible in the image and, where possible, any bedding, covers or accessories should be removed so the product can be seen clearly.

This may apply to items such as:

• mattresses

• bed frames

• bases

• pillows

• bedding

What is the product level or support check photo?

For this image, place a straight and level object across the surface of the item, such as:

• a metre ruler

• a broom handle

• a spirit level

This photo helps show any dips, sagging or uneven areas.

For example:

• mattresses – this can help show dips or uneven sleeping areas

• bed frames or bases – this can help show the alignment and condition of slats or the surface underneath

The photo should clearly show the straight object positioned across the item.

Do I need to show the dip measurement?

If there is a visible dip or uneven area, it is helpful to include a second photo showing the depth or measurement.

For mattress claims, this helps show the depth of the dip.

For bed frame or base claims, this can help show uneven support, sagging or slat-related issues more clearly.

Why do you need a photo of the base without the mattress?

If your claim relates to a mattress, we may ask you to remove the mattress and take a clear photo of the full base underneath.

This helps us assess whether the mattress has been used on a supportive base.

If your claim is about the base itself, this photo also helps us review its condition more clearly.

The full base should be visible in the image.

Do I need to photograph the batch or manufacturing label?

Yes. We ask for a clear photo of the batch or manufacturing label so we can identify the product properly.

Label locations can vary depending on the brand, so it is important to make sure you photograph the correct label.

What if my mattress is on a slatted base?

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

This helps us assess whether the mattress is receiving the right level of support.

Make sure the photo clearly shows the distance across multiple slats, rather than just one gap.

Tips for taking helpful photos

To help us review your claim as quickly as possible, make sure your photos are:

• clear and in focus

• taken in good lighting

• wide enough to show the full product where needed

• close enough to show the issue clearly

• free from bedding or coverings where the product needs to be seen

Looking for more help with a warranty claim?

You may also find these guides helpful:

• Warranty and Guarantee Claims Help

• How Do I Make a Warranty or Guarantee Claim?

• What Information Do I Need for a Warranty Claim?

• My Mattress Has a Dip – Can I Make a Warranty Claim?

• Where Can I Find the Batch or Manufacturing Label?

Ready to submit your claim?

Use our Warranty Request Form when you have gathered the photos needed for your warranty or guarantee claim.