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Mattress Warranty Information, Terms and Conditions

The Bed Shop sells all mattresses with standard factory warranties. These may be either a 1 year, 2 year, 5 year or 10 year warranty (from date of delivery) depending on the make & model of the mattress you purchase - please see individual product information to determine the given warranty period for your chosen mattress. To maximise the lifetime of comfort & support of your new mattress and to ensure your warranty remains valid, please see the conditions set out below:

For a mattress warranty to remain valid, a quality mattress protector must be fitted to the mattress, which protects from harmful moisture and prevents staining and other product hygiene related problems. Failing to do so can result in premature mattress wear and can void your warranty claim. The Bed Shop recommends Sleepmaker Tencel fitted protector sets which are totally breathable and 100% waterproof. 

It is also important to ensure your mattress is regularly rotated end-to-end, as this maximises the life of the mattress by evening out wear - especially on a bigger mattress with two people using it regularly. During the first three months, it should be rotated every three weeks. After this initial period and for the remainder of the mattress' life, it should be rotated four times per year - or once every three months.

A mattress must always be placed onto a suitable platform, frame or base so that the support system can perform as intended by its design. Particularly with taller "pocket spring" mattresses, a solid non-flexible base or slat frame is necessary as these types of mattresses are designed to sit on a firm, even surface. There should also be adequate spacing between slats to ensure proper ventilation underneath the mattress.

Placing a new mattress onto an older spring base or unsuitable flexi-slat frame will cause the springs to under-perform and prematurely wear out, and will also alter the feel of your mattress beyond its intended design. For example, some older inner-spring bases can cause excessive motion transfer across the bed, which will cause increased partner disturbance. Because of this, we always advise checking your existing base or frame to ensure it is a "solid" type, or for peace of mind we also sell matching base sets or suitable bed frames for your new mattress.

With any brand new mattress, it is normal to expect a slight difference in feel to the one you tried in-store. This is because all beds are designed with comfort layers which have to go through an initial "bedding in" period, much like a new pair of shoes needs to be broken in. With this in mind, it can take 1 to 2 months for the bed to become fully bedded in and "adjusted" to you, and vice versa - naturally it takes a bit of time to get acclimatised to a new mattress which will feel quite different to your old one!

Over the lifetime of your mattress (and particularly during the first 3-12 months of use), it's normal to expect a degree of "body contouring" as the comfort layers adjust to your body shape and settle in as designed. Anything up to 35mm of contouring on a pillow-top or euro-top mattress, or up to 25mm on a non-pillow-top (flat top) mattress is considered normal across the New Zealand bedding industry. These body impressions will develop on any new mattress and do not constitute a manufacturing fault within those ranges.

If you have any questions about your new mattress or these warranty terms & conditions, our helpful team would be happy to explain further either in-store, over the phone or via email!