Warranty

Mattress & Bed Warranty Policy

Warranty Periods

Product Warranty Period Coverage
Selected mattress ranges — standard range Up to 5 years from invoice date. Depending upon model Manufacturing defects
Australian-made mattresses Up to 10 years from invoice date. Depending upon model Manufacturing defects
Clearance, ex-display, and discounted floor stock 1 year from invoice date Structural defects only
Bed frames and bases — selected ranges Up to 5 years from invoice date. Depending upon model Manufacturing defects
Australian-made bed frames and bases 5 years from invoice date Manufacturing defects
Pillows, protectors, and accessories As stated at time of purchase Manufacturing defects

Warranty periods commence from the original invoice date. Where a replacement product is provided under warranty, it carries the remaining balance of the original product's warranty period from the original invoice date — it does not restart from the replacement date.

The warranty applicable to your specific product is confirmed on your invoice or receipt. Please retain your proof of purchase, as it is required for all warranty claims and no claim can be progressed without it.

Who Is Covered

This warranty is valid for the original purchaser only, as identified on the original invoice. It is non-transferable. If the product is sold, gifted, loaned, or otherwise transferred to any other person, the warranty terminates at the point of transfer. The subsequent user accepts the product in its current condition with no remaining warranty.

What the Warranty Covers

Under normal residential use on a suitable and adequate base, this warranty covers genuine manufacturing defects in materials and workmanship that were present at the time of manufacture and that manifest during the applicable warranty period. Covered defects include:

  • Broken, loose, or protruding internal coils or spring components that were defective at time of manufacture
  • Structural failure of the internal support system that compromises the mattress's intended function and was present at time of manufacture
  • Defects in materials used in construction that were present at time of manufacture and affect structural integrity or performance
  • Workmanship errors in assembly that demonstrably affect the function of the product
  • Defects in the structural stitching or construction of the mattress cover affecting product integrity (cosmetic surface imperfections do not qualify)

This warranty covers only defects originating at the time of manufacture. It does not cover deterioration, damage, or changes occurring after the product leaves our warehouse, except where directly caused by a manufacturing defect.

What the Warranty Does Not Cover

Normal Wear, Softening, and Body Impressions

All mattresses naturally soften and conform to the user's body over time. This is a designed characteristic of quality mattresses — not a defect. The following are expected and are not covered: body impressions up to 40mm on pillow top and euro top mattresses; body impressions up to 25mm on standard non-pillow top mattresses; natural softening of comfort layers and foam components over time; perceived changes in firmness during and after the 30–90 day break-in period; any comfort change resulting from the mattress conforming to the user's body weight, shape, and sleep position.

Comfort Preference

Firmness that does not meet personal expectation is not a manufacturing defect. Comfort is highly subjective. We strongly encourage customers to visit our showroom and test mattresses in person before purchasing for this reason.

Soiling, Staining, and Liquid Damage

Staining, soiling, liquid damage, or discolouration of any kind is not a covered defect. For claims involving products with soiling or staining, physical inspection cannot proceed under workplace health and safety regulations. Where physical inspection cannot occur due to the condition of the product, alternative evidence may be required to support the claim. Claims related to moisture damage on unprotected mattresses may be declined. This does not automatically affect any rights you have under the Australian Consumer Law where a claimed defect is unrelated to the soiling.

Physical Damage and Misuse

Burns of any kind. Tears, cuts, rips, or punctures. Mould, mildew, or moisture damage from any source. Pet damage including scratching, tearing, or soiling. Damage from cleaning with chemicals, bleach, steam, or any foreign implement. Heat damage from electric blankets, heat packs, or any external heat source. Damage caused by folding, bending, standing on, or jumping on the mattress. Bent or damaged border wires caused by bending or mishandling during moving. Torn handles — handles are provided for repositioning assistance only and are not load-bearing components. New mattress odour, which is normal and dissipates with ventilation.

Improper Base and Support

Use on a slatted base where gaps between slats exceed 30mm at any point. Use of pocket spring mattresses on flexible, spring-tensioned, or curved slat systems. Use directly on the floor without a suitable base. Use on a base that is damaged, structurally unsound, uneven, or that does not provide adequate and even support across the full mattress surface.

Commercial and Non-Residential Use

Use in hotels, motels, short-term rental properties, boarding houses, student accommodation, or any other commercial or non-residential setting is not covered. This warranty applies to normal residential use only.

Other Exclusions

Clearance, ex-display, and discounted floor stock beyond the stated 1-year limited structural warranty. Products purchased second-hand or from any party other than Best Beds directly. Products that have been modified, altered, repaired, or tampered with by any party other than Best Beds or an authorised representative. Products relocated to any address outside Australia.

Base Requirements

To maintain warranty validity, the mattress must be used at all times on a base that provides adequate and even support across the full mattress surface.

Slatted bases: Slats must be solid, flat, and structurally sound. Gaps between slats must not exceed 30mm at any point. Flexible or spring-tensioned slat systems are not suitable for pocket spring mattresses.

Base condition: The base must be structurally sound, level, stable, and free from damage or sagging throughout the period of use.

Appropriate base type: A platform base, ensemble base, slatted base meeting the specifications above, or a solid-surface foundation appropriate to the mattress type is required. If you are uncertain whether your base meets these requirements, contact us before use.

Best Beds reserves the right to inspect and assess the base as part of any warranty claim.

Mattress Protector — Strongly Recommended

We strongly recommend using a quality waterproof mattress protector at all times. A protector prevents staining, liquid damage, and moisture ingress that may affect warranty claims and significantly extends the usable life of your mattress.

For claims involving moisture damage, liquid ingress, staining, or hygiene-related issues, evidence of a mattress protector in regular use may be required. Claims related to moisture damage on unprotected mattresses may be declined.

Mattress Care

Break-in period: Allow 30–90 days for your mattress to fully settle, soften, and conform to your body. Softening and minor body impressions during this period are entirely normal.

Rotation: Rotate your mattress 180 degrees head-to-toe every 2–3 months to promote even wear. Do not flip unless specifically instructed for your model.

Ventilation: Ensure adequate airflow in the room to prevent moisture and humidity buildup. Strip bedding periodically to allow the mattress surface to breathe.

Cleaning: Vacuum regularly using an upholstery attachment. For spot cleaning, use a small amount of mild detergent with cold water applied sparingly. Do not saturate the mattress. Do not use steam cleaners, bleach, or harsh chemicals.

Handling: Never fold or bend the mattress during moving. Never stand on the mattress. Use the side handles for repositioning assistance only.

Storage: Store flat on a clean, dry, level surface in a well-ventilated area. Never store compressed or vertically.

How to Make a Warranty Claim

Step 1 — Notify Us Promptly

Email hello@bestbeds.com.au — Subject: Warranty Claim – Order #[Your Order Number]

Include: full name, contact number and address; order number and proof of purchase; mattress model and purchase date; date defect was first noticed; written description and location of defect; minimum four photographs of the defect; one photograph of the full mattress surface from above; photographs of the base in use; confirmation that a mattress protector has been in use.

Step 2 — Initial Photographic Assessment

Our team will review your photographs and details. Many claims are fully resolved at this stage without requiring physical inspection.

Step 3 — Physical Inspection, Where Required

Where photographic assessment is insufficient, Best Beds may arrange a physical inspection. The mattress must be clean, accessible, and clear of bedding. The base must be present and visible. A call-out fee may apply and will be confirmed in writing in advance. Where a genuine fault is confirmed, the fee is refunded in full.

Step 4 — Assessment Decision

Best Beds will issue a written determination on whether the reported issue constitutes a genuine manufacturing defect. This does not affect any rights you have under the Australian Consumer Law.

Step 5 — Remedy

Where a genuine manufacturing fault is confirmed, Best Beds will provide a remedy in accordance with the Australian Consumer Law. For a major failure, you may choose between a replacement or a full refund. For a minor failure, Best Beds will determine whether repair or replacement is appropriate. Refunds are processed within 7–14 business days to the original payment method.

Transport Costs — Warranty Claims

Within the first year of purchase, where a manufacturing fault is confirmed, Best Beds will cover reasonable transport costs within metropolitan Melbourne. After the first year, transport costs are the customer's responsibility except where required under the Australian Consumer Law. For regional Victoria and interstate locations, freight costs may be charged regardless of warranty year.

Warranty Limitations

Best Beds is not responsible for consequential losses, costs of bedding removal, reinstallation, temporary accommodation, or other incidental costs arising from warranty claims, to the extent permitted by law. Replacement products are subject to stock availability. Where an original model is discontinued, a product of comparable specification and value will be substituted.

Australian Consumer Law

This warranty is provided in addition to your rights under the Australian Consumer Law and does not exclude, restrict, or modify any right or remedy that cannot be excluded under the ACL. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any reasonably foreseeable loss or damage. Nothing in this warranty limits any right that cannot be excluded or limited by law.

For warranty claims: hello@bestbeds.com.au — Subject: Warranty Claim – [Order Number]