Will Following the Care Guide Affect My Warranty Claim?

Yes, following the product care guide can be an important part of a warranty or guarantee claim. When we review a claim, we may need to understand how the product has been cared for and whether the recommended care guidance has been followed.

This guide explains why care matters, what we may ask about, and how it can affect your claim.

Why does the care guide matter?

Product care guidance is there to help keep your item in good condition and make sure it is supported and maintained properly over time.

If a product has not been cared for in line with the guidance provided, this can make it more difficult to assess whether an issue is the result of a product fault or another factor such as use, support or maintenance.

That is why, as part of the claim process, we ask you to confirm that you have followed the product care guide.

What might you ask about in a warranty claim?

This will depend on the product, but for mattress-related claims we may ask about things such as:

• how often you rotate your mattress

• what type of base the mattress is being used on

• whether the base is slatted or divan

• the distance between slats, if applicable

• whether a divan base is platform top or sprung

• the age of the base

These details help us understand how the product has been used and supported over time.

Why does mattress rotation matter?

For many mattresses, regular rotation forms part of the recommended care guidance.

If you are making a claim about dipping, sagging or uneven support, information about how often the mattress has been rotated can help us assess the issue more accurately.

Does the type of base matter too?

Yes. The support underneath a mattress can affect how it performs over time.

That is why we may ask for:

• a photo of the base without the mattress on it

• details about the type of base

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

• the age and condition of the base

Following the recommended support guidance is an important part of caring for the product properly.

Can not following the care guide affect my claim?

It may. If the product has not been cared for in line with the guidance provided, this can affect how a claim is reviewed.

That does not mean you should avoid submitting a claim if you are unsure. The best approach is to provide honest and detailed information so we can assess the situation properly.

What should I include with my claim?

To help us review your claim, it is best to provide:

• a clear description of the issue

• information about how the product has been cared for

• any relevant details about rotation, support or maintenance

• all requested photos

• your order and product details

Providing complete information from the start can help us review your claim more quickly.

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?

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

Ready to submit your claim?

Use our Warranty Request Form if you would like to make a warranty or guarantee claim and need to provide care and support details.