Mattress Warranty Information | Best Beds Australia

At Best Beds, we stand behind the quality of our Australian-made and imported mattresses. All mattresses sold by Best Beds include a product-specific manufacturer warranty covering genuine manufacturing defects in materials and workmanship under normal residential use. This page provides comprehensive information about warranty coverage, exclusions, requirements, and the claims process.

Warranty Period & Coverage

Warranty periods vary depending on the mattress model, manufacturer, and product range. Each mattress includes a standard manufacturer warranty with coverage ranging from 5 to 10 years on selected models. Premium mattresses typically include longer warranty periods.

The specific warranty period applicable to your mattress is clearly stated at the time of purchase and documented on your invoice or warranty certificate. The warranty period begins from the original delivery date and is calculated from that date forward.

Who Is Covered by This Warranty

This warranty applies exclusively to the original purchaser of the mattress and is non-transferable. If the mattress is sold, gifted, or transferred to another person, the warranty does not transfer with it and becomes void.

A valid proof of purchase (invoice, receipt, or order confirmation) is required to make any warranty claim. Without proof of purchase, warranty claims cannot be processed.

What the Warranty Covers

Under normal residential household use, this warranty covers genuine manufacturing defects that affect the structural integrity and performance of the mattress. Covered defects include:

• Broken or Defective Coils: Broken, loose, or protruding coils or internal spring support components that were defective at the time of manufacture
• Structural Defects: Manufacturing defects in the internal support structure that compromise the mattress's intended function
• Material Defects: Defects in materials used in construction that were present at the time of manufacture
• Workmanship Defects: Manufacturing errors in assembly or construction that affect performance

Important: The warranty covers only defects that were present at the time of manufacture and that manifest during normal residential use. Defects must be reported promptly upon discovery.

What the Warranty Does NOT Cover (Exclusions)

This warranty does not cover the following conditions, which are considered normal or result from improper use. These exclusions are comprehensive and non-negotiable:

Normal Wear and Body Impressions

• Normal Wear and Tear: All mattresses naturally soften and conform to the user's body over time. This is normal and expected
• Body Impressions: Body impressions up to 40mm depth for pillow top mattresses and up to 25mm depth for non-pillow top mattresses are considered normal and are not covered
• Softening: Natural softening of comfort layers over time is normal and not a defect
• Settling Period: Mattresses require 2-3 months to settle and conform to your body. Changes during this period are normal

Comfort and Preference Issues

• Comfort Preference: Subjective comfort, firmness perception, or change of mind are not covered
• Firmness Changes: Perceived changes in firmness due to natural break-in or body adjustment are not defects
• Sleep Quality: Personal sleep quality, back pain, or health issues are not warranty matters

Damage and Misuse

• Soiling and Stains: Any stains, soiling, discoloration, or liquid damage void the warranty
• Burns and Tears: Burns, rips, cuts, punctures, or physical damage of any kind
• Mould and Moisture: Mould, mildew, or moisture damage from any source
• Odours: New mattress odours or smells from materials (these dissipate naturally)
• Misuse: Damage from bending, folding, standing, jumping, or improper handling
• Pet Damage: Any damage caused by pets, including scratches, tears, or soiling
• Cleaning Damage: Damage from cleaning with chemicals, steam cleaners, or foreign objects
• Heat Damage: Damage from heat sources, electric blankets, or heat-related causes
• Torn Handles: Handles are designed for positioning only, not lifting. Torn handles are not covered

Improper Support and Use

• Inadequate Base: Damage caused by using the mattress on an unsuitable or damaged base
• Floor Use: Mattresses used directly on the floor are not covered
• Excessive Slat Gaps: Bases with slat gaps exceeding 30mm void the warranty
• Commercial Use: Mattresses used in commercial settings (hotels, rentals, etc.) are not covered
• Non-Residential Use: Use for purposes other than residential sleep voids the warranty

Special Circumstances

• Clearance Items: Mattresses sold as clearance, ex-display, or discounted floor stock are sold as-is with no warranty unless explicitly stated in writing
• Second-Hand Sales: Mattresses purchased second-hand or from unauthorized sellers are not covered
• Modified Products: Any mattress that has been altered, modified, or repaired by unauthorized parties

Mandatory Support & Base Requirements

To maintain warranty validity, the mattress must be used on a suitable base that provides adequate, even support across the entire mattress surface. Failure to meet these requirements voids the warranty:

• Slat Spacing: If using a slatted base, slat gaps must not exceed 30mm. Wider gaps cause uneven support and void the warranty
• Base Condition: The base must be in good structural condition, level, and free from damage or sagging
• Floor Use Prohibited: Mattresses must never be used directly on the floor. This causes moisture buildup and voids the warranty
• Appropriate Base Type: Use a proper bed base, platform base, ensemble base, or manufacturer-recommended foundation

Best Beds reserves the right to inspect the base during warranty assessment. If the base is found to be inadequate or damaged, the warranty claim will be denied.

Mattress Protection Requirements

We strongly recommend using a quality mattress protector at all times. Mattress protectors:

• Prevent stains and soiling that void the warranty
• Protect against moisture and liquid damage
• Extend the life of your mattress
• Maintain hygiene standards required for warranty claims

Important: Mattresses with stains, soiling, or hygiene issues cannot be inspected under workplace health and safety regulations and warranty claims will be automatically denied.

Mattress Care & Maintenance

To maximize the life of your mattress and maintain warranty validity:

• Break-In Period: Allow 2-3 months for your mattress to settle and conform to your body. Minor impressions during this period are normal
• Rotation: Rotate your mattress head-to-toe every 2-3 months to promote even wear (do not flip unless specified)
• Ventilation: Ensure adequate room ventilation to prevent moisture buildup
• Cleaning: Vacuum regularly and spot clean with mild detergent only. Do not use harsh chemicals or steam cleaners
• Handling: Never bend, fold, or stand on the mattress. Use handles for positioning only, not lifting

Warranty Claim Process

If you believe your mattress has a genuine manufacturing defect covered by warranty, follow this process:

Step 1: Notification (Within 7 Days)

Contact Best Beds within 7 days of discovering the issue. Late notifications may not be accepted. Provide:

• Your full name and contact details
• Order number and proof of purchase
• Mattress model and purchase date
• Clear description of the alleged defect
• Multiple clear photographs showing the issue from different angles
• Photos of the base/foundation being used

Email all warranty enquiries to: hello@bestbeds.com.au

Step 2: Initial Assessment

Our team will review your claim and photographs to determine if the issue appears to be a genuine manufacturing defect covered by warranty. We may request additional information or photos.

Many claims can be resolved at this stage without requiring an inspection.

Step 3: Inspection (If Required)

If an in-person inspection is required, Best Beds may arrange for the mattress to be inspected at your location or collected for examination at our facility.

Important Inspection Requirements:

• The mattress must be in a clean, hygienic condition. Under workplace health and safety regulations, soiled or unhygienic mattresses cannot be inspected
• The mattress must be accessible for inspection (not in use, clear of bedding)
• The base must be available for inspection to verify adequate support

Inspection & Call-Out Fees

Best Beds may charge a reasonable inspection or call-out fee prior to arranging a home inspection. This fee covers the cost of technician time, travel, and assessment.

• If a genuine manufacturing fault is confirmed: The inspection fee will be refunded
• If no manufacturing fault is found: The inspection fee is non-refundable and covers the cost of the service provided

Inspection fees are communicated in advance and must be agreed upon before the inspection is scheduled.

Step 4: Assessment Decision

After reviewing the claim and any inspection findings, Best Beds will determine whether the issue constitutes a genuine manufacturing defect covered by warranty.

Best Beds' assessment decision is final. We reserve the right to reject claims that do not meet warranty criteria or that fall under exclusions.

Step 5: Remedy (If Approved)

If a genuine manufacturing fault is confirmed, Best Beds will determine the appropriate remedy at our discretion, which may include:

• Repair: Repairing the defect where possible and practical
• Replacement: Replacing the mattress with an identical or comparable model (subject to availability)
• Refund: Providing a refund (pro-rated based on age and use in some cases)

The remedy provided is at Best Beds' sole discretion based on the nature of the defect, age of the mattress, and availability of replacement stock.

Transport & Collection Costs

If a manufacturing fault is confirmed and the mattress requires collection or replacement:

• Within First Year: Best Beds will cover reasonable transport costs for collection and delivery within metropolitan Melbourne
• After First Year: Transport costs may be the responsibility of the customer, particularly for regional or remote locations
• No Fault Found: If inspection reveals no manufacturing fault, all transport and inspection costs are the customer's responsibility

Transport costs for regional and remote areas may be shared or charged to the customer regardless of warranty period due to distance and freight expenses.

Warranty Limitations

This warranty is subject to the following limitations:

• Warranty coverage decreases over time as the mattress ages and experiences normal wear
• Remedies may be pro-rated based on the age and use of the mattress
• Replacement mattresses may be of comparable specification if the original model is discontinued
• Best Beds is not responsible for consequential damages, inconvenience, or costs arising from warranty claims
• This warranty does not cover costs of bedding removal, reinstallation, or related expenses

Australian Consumer Law

This warranty operates in addition to your rights under Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Contact Us for Warranty Enquiries

For warranty claims or questions about coverage, contact us at:

Email: hello@bestbeds.com.au
Subject Line: Warranty Claim - [Your Order Number]

Please include all required information and photographs to expedite your claim assessment.

Best Beds - Quality Mattresses, Comprehensive Warranty Protection