15 Years Mattress Warranty | Mattress Crafters

At Mattress Crafters, we stand behind the quality and craftsmanship of our products. We offer a 15-year warranty on our mattresses to provide you with peace of mind. Please review the following information regarding our warranty:

Warranty Coverage:
Our warranty covers manufacturing defects in materials and workmanship for a period of 15 years from the date of purchase. It is important to note that our warranty does not cover personal preferences such as comfort level or mattress firmness.

Lodging a Warranty Claim:
If you believe that your mattress has a manufacturing defect covered by our warranty, please lodge a warranty claim by completing the Mattress Concern Form available on our website. This form allows us to gather all the necessary information to assess your claim accurately.

Required Information: To complete the Warranty Claim Form, you will need to provide the following details:

1. Proof of Purchase: Please attach a copy of your order confirmation or invoice as proof of purchase.

2. Description of the Defect: Provide a detailed description of the defect or issue you are experiencing with your mattress.

3. Photos: Email photos of the defect or issue to support your claim. Clear and detailed images can help us better understand the problem.

4. Additional Evidence: If you have any other supporting evidence related to the defect, such as receipts or documents, please include them as well.

Once we receive your completed Warranty Claim Form and supporting documents, our team will carefully review your claim and determine the appropriate course of action.

Important Note: Please keep in mind that if our assessment reveals that the issue is not a manufacturing defect covered by our warranty, you may be responsible for any applicable freight or repair fees.

We are committed to providing exceptional customer service and ensuring that you have a positive experience with our products. If you have any questions or need further assistance regarding our warranty or lodging a warranty claim, please don't hesitate to contact our head office at info@mattresscrafters.com.au

Thank you for choosing Mattress Crafters, and we appreciate the opportunity to serve you.

Body Impressions:

Body impressions appear as indentations on the surface of any new mattress where foams and upholstery levels settle. Generally, body impressions are considered normal and not a structural defect. Body impressions indicate the mattress is performing appropriately; contouring to your body shape for comfort. Rotating your mattress according to the Care Instructions will ensure the mattress has even wear.

Whether a body impression qualifies as a product defect or not, is solely determined by Mattress Crafters. This is measured by removing all bedding covering the mattress and placing a straight edge (such as a broom) across the bed. The gap underneath is then measured. You may be asked to do this.

Generally, a height loss that is considered normal is 25-35mm for a non-pillowtop mattress and 35-50mm for a pillowtop mattress (which contains extra layers of gentle comfort). It is not unusual to see deeper body impressions in pillowtop mattresses. The degree of the body impression will depend on the mattress comfort layers and your body shape. 

Warranty Exclusions:

At Mattress Crafters, we want to provide clear and transparent information about the limitations of our warranty coverage. Please review the following warranty exclusions:

1. Damage caused by incorrect assembly, storage, or transportation beyond the original delivery: Our warranty does not cover any damage that occurs as a result of improper assembly, storage, or transportation of the mattress beyond the original delivery process. It is important to follow the provided assembly instructions and handle the mattress with care.

2. Normal wear and tear: Our warranty does not cover damage that is considered normal wear and tear resulting from regular use. It is important to understand that certain changes and effects may occur over time due to natural usage.

In relation to normal wear and tear, please note that the following occurrences are considered typical and are not covered by our warranty:

• Fabrics may fade and crease naturally over time.
• Foam and fillings will naturally soften and conform to the shape of the user.
• Depending on the covering and level of use, the covering materials, cushion fillings, and suspension may require periodic replacement at the purchaser's expense.
• Damage caused by spills of acid, solvents, dyes, corrosive materials, ink, paint, bodily fluids, or other substances.
• Damage caused by improper cleaning, negligence, treatment of the product with chemicals, exposure to sunlight, extreme heat, bright lights such as lamps, or any other acts or omissions on your part.

Please note that these exclusions are subject to The Australian Consumer Law. For further information regarding your rights and consumer guarantees, please refer to The Australian Consumer Law.

If you have any questions or concerns about our warranty exclusions, please do not hesitate to contact our customer service team at info@mattresscrafters.com.au. We are here to assist you and provide further clarification as needed.

Thank you for choosing Mattress Crafters, and we appreciate your understanding of our warranty exclusions.