Mattress Guarantee & Claims Information
Here at Memory Foam Warehouse, we’re dedicated to providing our customers with quality mattresses to suit all tastes and budgets. That’s why all of our mattresses are made by experienced craftsmen using the best materials.
We’re so confident in the quality of our beds, mattresses and toppers that all of our products are covered by a minimum 12 month manufacturer’s guarantee. Our guarantees are in place to keep our customers happy and protect your purchase.
To find out about our mattress guarantee and how to make a claim, read on.
Our 12 month guarantee
In the unlikely event you experience a problem with your purchase due to faulty materials or poor workmanships within the first 12 months from the date of purchase, we will happily repair or replace the defective product free of charge, within a reasonable period of time.
We will arrange for HomeServe Furniture Repairs Ltd, a third party inspection team, to come and inspect your mattress. They will apply all the relevant tests which conform to British mattress standards to determine whether the mattress is faulty. If the mattress is found to be faulty, we will replace it free of charge for a like for like replacement.
The Memory Foam Warehouse Limited Warranty
In addition to the manufacturer's 12 month guarantee, many of our lines are also covered by a Memory Foam Warehouse limited warranty. This warranty is effective from the date of purchase and the period can be found on the individual product page.
If, after the expiry of the manufacturer’s guarantee, your product(s) develops a manufacturing defect and you wish to claim on our Memory Foam Warehouse limited warranty, we will first arrange an inspection with HomeServe. If the mattress is found to be faulty, we will charge a small fee for the replacement of the faulty item according to its age.
These charges are based on a sliding scale - the older the item is, the more you will need to contribute towards the replacement (including delivery costs). The charges will be calculated as follows (please note that the periods set out below are defined with reference to the date the manufacturer’s guarantee expires):
|Years after purchase||1||2||3||4||5|
|Amount of the current purchase price that the customer pays||FREE||20%||30%||40%||50%|
If HomeServe confirms that your mattress is faulty and you wish to make a claim, fees to swap the mattress will apply on a sliding scale.
If you decide to swap for the same mattress, the warranty fee is all that will apply, and your warranty will continue as a rolling warranty from the original mattress.
However, if you decide to pick a different mattress from your original purchase, the warranty fee will also apply, as well as any additional costs. The warranty will also continue as a rolling warranty.
How to make a claim
We’ve tried to make the claims process as simple as possible.
If you make a claim within any applicable Warranty, you must present an invoice or sales receipt as documentation of your purchase. Any claim must initially be made to us in writing (via email or letter), setting out the alleged fault and attaching proof of purchase.
Please send your claim to:
Memory Foam Warehouse
Navigation Yard, Chantry Bridge
The one year guarantee covers faulty materials and workmanship, but not standard wear and tear through age.
Please note that soiling or any other damage, whether caused maliciously or otherwise, invalidates the manufacturer’s guarantee and any applicable Memory Foam Warehouse Warranty, and as such, the use of a mattress protector is highly recommended.
This guarantee applies only to Memory Foam Warehouse Limited products purchased from an authorised retailer in the UK & Eire and, in all instances, applies to product only where it has been used and maintained in accordance with the manufacturer’s guidelines and instructions enclosed with the product.
HomeServe - third party inspection team
HomeServe Furniture Repairs Ltd are Britain's largest and leading upholstery, bed frame, mattress and cabinet furniture repair specialists. As a third party inspection team, they will inspect your mattress and apply relevant tests that conform to British mattress standards. These standards will determine if the mattress is within condition for its age.
If your mattress doesn’t need replacing but requires a repair, HomeServe can provide this service on site. The technician’s inspection covers the following:
- Base support test
- Lay test
- Hand compression test
- Line test (settlement test)
An experienced inspector will take maintenance and regular mattress rotation into account, as well as your build and its effect on your mattress. They can then discuss their findings with you on site.
If the inspection comes back as non-faulty, we are unable to replace the mattress under warranty. HomeServe are a third party, unbiased company and we trust their expertise.
Terms and Conditions
And now for the necessary small print.
Memory Foam Warehouse Limited reserves the right to:
- Substitute materials/products of a comparable or higher quality if identical materials/products are not available.
- Refuse service if the fault in the product is due to causes other than poor workmanship or faulty materials.
- Refuse to handle or service any product that is in an unsanitary condition or has been abused.
This guarantee does not affect your statutory rights.
Here at Memory Foam Warehouse, we’re dedicated to providing quality mattresses at competitive prices, alongside excellent customer service.
If you are unhappy with your purchase for any reason, please contact our customer service department on 01924 874 322.