Mattress Care & Guarantee

Guarantee

LENGTH OF GUARANTEE

Your guarantee protects you from the day you purchase your mattress and continues according to the period found on the law tag. The law tag is sewn into the border of your mattress and foundation and must not be removed. Guarantee is immediately void if removed. Guarantee periods range from 5 to 10 years.

THE GUARANTEE PROCESS

At FFB, we hope that your mattress will provide many years of comfort, rest and recuperation. In the unlikely event that your mattress should exhibit signs of defective workmanship or material, please contact Furniture For Backs customer service within the first 5 days of noticing the fault.

The Guarantee covers defective workmanship and materials. It does not cover damage or defects caused by normal wear and tear or improper use of your quality mattress.

Furniture For Backs will repair or replace at their discretion, without charge to the original purchaser, any manufacturing fault, as defined in this Guarantee. If identical materials are no longer available, Furniture For Backs reserves the right to substitute materials of equal or higher quality when necessary.

Transport charges may be applicable. As a part of the guarantee process, Furniture For Backs will meet transportation costs during the first 12 months of purchase. After the first year, transportation charges will be met by the purchaser. In no case will any transportation charge be accepted without prior approval from Furniture For Backs.

An inspection fee exists and is presently at $70 (but may vary according to when a claim is made) and is non-refundable in the event that a guarantee claim is unsuccessful. If the guarantee claim is successful, as deemed by Furniture For Backs, then this $70 inspection fee is used to offset the transportation costs.

 

Before contacting Furniture For Backs please be aware of the following:

Hygiene Requirements

  • Under workplace legal regulations, bedding stores and manufacturers are not permitted to handle products in an unsanitary condition. We advise that you use a mattress protector to avoid soiling. This is important if you wish your guarantee to remain valid.

 

Proof of Purchase

  • It is essential that you retain your receipt; otherwise the Guarantee is rendered invalid.

 

GUARANTEE CONDITIONS

At Furniture For Backs we take pride in our product quality and hope that you will look after your investment. To receive the best possible performance from your mattress, please read the following Conditions and Care Instructions prior to use.

Our Guarantee Covers

This guarantee covers the following specific manufacturing faults:

Mattress

Coils or wires that are loose or broken.

Coils or wires that protrude or tear through any fabric.

 

Foundation

Splitting occurring in wooden frame.

Loose or broken foundation wire.

Compression of module.

Leg and or caster failure.

Our Guarantee Does Not Cover

Soiled Mattress Covers

This includes stains, soiling or burns.

 

Normal wear and tear

 

Body Indentations: Your mattress is designed to provide support and comfort. Body indentations are a normal occurrence and indicate that the upholstery layers of the mattress are performing as they should.

 

Torn Handles

Handles should only be used to position the mattress on its foundation and maypull out if used to support the full weight of the mattress.

 

Fabric Damage

Fabric damage caused by contact between the mattress and foundation base. To prevent damage to the mattress cover, place a mattress protector or other insulating material between the mattress and the base - especially in the case of wooden or unfinished metal slats.

 

Warped Border Wires

Border wires run along the perimeter of the mattress and foundation. They may warp due to improper movement or bending of mattress. Prolonged sitting on the edge of your mattress is not recommended as this may cause the border to sag over a period of time.

 

Incorrect Foundation Use

Mattress damage sustained due to incorrect foundation use. The base or foundation must provide even and adequate support throughout. A mattress is designed for full performance when used in conjunction with a matching base as part of a total sleep set.

 

Incorrect Slat Positioning

Damage incurred through incorrect slat positioning. Timber slats should be no more than 70mm apart. On double and queen size beds, slats should be a minimum thickness of 35mm or supported by a centre rail.

 

Incorrect Use

Damage sustained through incorrect use. DO NOT bend your mattress under any circumstances. DO NOT let anyone stand or jump on your mattress.

 

A Change of Mind

Your mattress is sold as is. Unfortunately, FFB can’t guarantee against a change of mind. Make your purchase well considered.

 

Smell

Some of the raw materials used to manufacture mattresses provides for a ‘new’smell. These odours will dissipate very quickly once removed from the packaging material.

 

Protecting Your Investment

CARE INSTRUCTIONS

Ensure Proper Installation. Make sure your new mattress and foundation are properly installed. Improper installation can damage your new mattress. Ensure castors for base are screwed in tightly. If slat base, ensure even spaces with gaps no more than 70mm. Slats need to be strong enough to manage the weight of the mattress with two lying people on top. Peace of mind is achieved with slats that have a strong center support to prevent the mattress from slumping.

Allow to breathe. If you detect a slight “new product” odour, leave the mattress and foundation uncovered and well ventilated for a few hours. A breath of fresh air should do the trick!

Mattress Protectors (on top) are essential for the longevity of your mattress. Will prevent stains from spills. Purchase a good quality, washable product. A protector or insulator between mattress and slats will protect underneath the mattress surface also.

 

Mattress Rotations. Theupholstered layers of the mattress top require settling. Same applies for the mattress core, whether sprung or latex. The entire mattress initially needs some relatively even compression. Mattress rotation will increase comfort and prolong its life. Mattress should be turned every fortnight for first 3 months and every 3 months thereafter.

Do Not Dry Clean. The chemicals in dry cleaning agents/spot removers may be harmful to the fabric or underlying materials. Vacuuming is the only recommended cleaning method. But if you’re determined to tackle a stain, use mild soap with cold water and apply lightly. Do not ever soak a mattress or foundation.

Do not remove the Law Tag. The law tag will serve as a means of identification and if removed voids your guarantee claim, if ever needed.

Tighten. Base fittings and castors are to be screwed in tightly. Check and re-tighten regularly (3 times a year).

It’s not a trampoline. Don’t let anyone jump on your mattress. The mattress core and / or base can easily damaged.

 

 

 

THIS WARRANTY/GUARANTEE COVERS.

This Warranty/Guarantee covers the following specific manufacturing faults under conditions of normal wear.

 

Mattress

Coils or wires that are loose or broken.                                                      

Coils or wires that protrude or tear through any fabric.

 

Foundation (base) 1 year warranty.                                                     

Splitting occurring in the wood frame.                                                        

Loose or broken foundation wires.

Compression of modules.      

Leg and/or castor failure.     

 

THIS WARRANTY/GUARANTEE DOES NOT COVER.

  • Covers including stains, soiled or burns.           
  • Normal body impressions (less than 35mm).   
  • Damaged or torn handles which should only be used to position the mattress and should not be used to support the full weight of the mattress.
  • Border wires, which run along the perimeter of the mattress and foundation, bent due to moving or bending the mattress.
  • Bedding sold as is.
  • Bed height.
  • Comfort preference, or any adjustments to comfort layers.           
  • Heat issues.                      
  • Damage due to abuse.       
  • new mattress material odour.           
  • Mattress damage due to inappropriate foundation. A mattress is designed for full performance when used in conjunction with a matching foundation as part of a total sleep set.
  • Minor manufacturing anomalies that do not impact the performance of the bed.(eg, mis-stitching on quilting).
  • The use of a soft, sagging or non-supportive base with excessive gaps between slats or narrow tubing, which in our reasonable opinion is not supportive, will void this warranty/guarantee (see base section).

 

Body Impressions                                                                                      

The sleeping panel on your mattress is made up of a combination of foam and comfort fibers, and when the mattress is new you will notice that the panel is uniform in appearance. However, as the mattress wears, those layers will respond to your body and consequently, will reduce marginally in loft. This is completely normal and highlights that the layers are performing as they should. This marginal reduction in loft does not affect the performance, support or lifespan of the mattress.

 

The Do's                                                                                                     

  • DO dispose of your plastic bags immediately. • DO plan to keep your mattress dry. Protect it from water and other fluids. It is required that a mattress protector be used.
  • DO turn your mattress. This should be done every 2 weeks for the first three months, then once every two months after. One sided mattresses should only be turned and not flipped. • DO check your bed legs. This should be done every 6 months.

The don'ts

  • Don't ever use dry cleaning fluid of any type on your mattress, chemicals will damage some of the construction materials.            
  • Don't let anyone stand or jump on your mattress.
  • Don't flip one sided mattresses, rotate only.
  • Don't attempt to turn/rotate your mattress by yourself, this may cause personal injury or damage to your mattress. Handles are there for positioning your mattress only, not for lifting the full weight of the mattress. 
  • Don't ever place this mattress near open flames or expose it to fire.
  • Do not use the edges of your mattress as a sitting surface, this will cause damage to the springs/foundation.
  • Don't bend your mattress under any circumstances. It may damage the innerspring unit. Flex rather than bend the mattress when going through doorways.
  • Don't remove the label off your mattress. This serves as a means of identification to establish your warranty/guarantee. • Don't place a board between your mattress and foundation. Your sleep set is specially designed to provide you with the correct support.

 

FOLLOW THESE LEG AND CASTOR INSTRUCTIONS FOR THE FOUNDATION.

  • Turn foundation or base of bed upside down and insert leg and screw gently into hole and turn clockwise. Repeat for all legs.
  • Tighten by hand or spanner until legs are firmly in place. • Turn foundation over back over and re-tighten legs, as tight as possible.
  • Re-check legs for tightness every 3 months.
  • Important, It is the purchaser's responsibility to tighten the legs and castors to ensure the bed is set up as intended. The warranty/guarantee is void if this is not performed as recommended. • For the better performance of your mattress, we strongly recommend the use of an appropriate Manufacturer Foundation, which has been especially designed to work with your mattress or deliver the right support.
  • Warning if weight is applied to surface of the platform base (by kneeling, standing, jumping, sitting or leaning) on, you may damage the platform board. This will void your warranty/guarantee.

 

Slat and platform beds.

The use of slat foundation and other bedding furniture may result in damage being caused to your mattress. Comfort Sleep Beddings warranty/guarantee covers manufacturing faults as defined in this warranty/guarantee card, but does not cover damage caused by inappropriate foundation furniture.             

 

TURNING INSTRUCTIONS.

To ensure your mattress is turned and rotated properly and safely. Please follow these instructions.

  •  Grasp the mattress corners and spin the mattress clockwise 90 degrees across the base.
  •  Tip the mattress up on its edge. Then roll it over so a new sleeping surface is presented.
  •  Now grasp the mattress corners and rotate the mattress clockwise until the mattress is again aligned with the base.
  •  Your mattress has now been turned end for end and upside down. For mattresses with one sided construction, only rotation is required.

 

TRANSPORT & INSPECTION CHARGES.

Preliminary inspection.

Prior to a Comfort Sleep Bedding representative visiting a customer at home, we require an image of the mattress/base without any bedding linen, highlighting the alleged fault area. The image can be sent via Email, Postal or SMS. (Please contact Comfort Sleep Bedding for contact details).

Comfort Sleep Bedding reserves the right to refuse service or pickup if the product is found to be in an unsanitary condition.

Home inspection.

After preliminary inspection, customer service will call to arrange a mutually convenient time to inspect the mattress at the customer's home. Comfort Sleep Bedding reserves the right to charge an upfront call out fee prior to inspection taking place at any stage during the life of the mattress. This fee will be refunded should a manufacturing fault be discovered.

Comfort Sleep Bedding will endeavor to provide the most prompt service possible, however, a daily return service cannot always be guaranteed. Accordingly, Comfort Sleep Bedding does not supply loan mattresses.

If a product is deemed to be faulty by Comfort Sleep Bedding, during the first year after purchase transport charges relating to warranty/guarantee issues will be met by Comfort Sleep Bedding. After the first year, transportation charges will be met by the purchaser. In no case will any transportation charges be accepted without prior approval from Comfort Sleep Bedding.

Availability of identical materials.

Every effort will be made to repair or replace the mattress with the identical materials to those originally used. However, if identical materials are not available at the time of repair or replacement, we reserve the right to substitute materials of equal quality.

 

PROUDLY AUSTRALIAN MADE MATTRESS