Can I return a mattress? Warranty, guarantee & return policy explained

Buying a mattress or bed can be a stressful endeavour to take on. Maybe you bought the mattress online, or you were in a rush and didn’t test it out properly in the showroom? Whatever the reason, no one wants to end up with an item they can’t return. At The Mattress Warehouse, we also understand this aspect of mattress shopping. That is why we’ve equipped all our beds with convenient warranties, guarantees and a solid return policy. 

But what do all these terms really mean? If you’re honest with yourself; do you know the difference between a warranty and a guarantee? Let’s delve a little deeper to help you understand the ins and outs of mattress returns a little better. Therefore, if you ever need to go through the process, you’ll know exactly what to do and what not to do. 

What is a Mattress Guarantee?

A guarantee describes the conditions under and a period during in which a product can be returned, refunded or exchanged under the conditions of the guarantee. All mattresses have a different guarantee period that is included in each product information section on The Mattress Warehouse’s website.

Typically, a mattress guarantee would cover sagging and manufacturing faults such as coils breaking or tearing of foam and material.

Good to know: Mattress guarantees do not make provision for any comfort issues. Therefore, if you’ve bought a mattress that is a bit too hard or too soft for your taste, you’ll have to scroll down to our 100-day trial period section.

Make sure you comply with these mattress protocols

At The Mattress Warehouse, you’re obligated to do protect your mattress and bed in order to keep your mattress’ guarantee valid for the allocated period (e.g 2 years). A mattress guarantee entails looking at and transporting your mattress in a well and decent manner, as well as taking proper day-to-day care of it.

Here is a list of the most common mattress care practices to keep your guarantee intact:

• Purchase a waterproof mattress protector.
• Rotate and turn your mattress per manufacturer’s recommendations.
• Follow proper mattress hygiene protocol (use cleaners that won’t damage or stain your mattress).
• Place your mattress on a supportive bed base.
• Do not remove any tags on your mattress.

Failing to comply with any of the above mattress care protocols may most likely result in a void guarantee.

How long is the guarantee on my mattress?

A typical mattress guarantee lasts for 2-5 years, depending on the quality and price range of the mattress. However, as mentioned previously, any typical mattress warranty becomes void if you do not take proper care of your sleeper.

What is a Mattress Warranty?

A mattress warranty works much like a guarantee in the fact that the same conditions apply (proper mattress care). However, once the guarantee period is over, the client has to start paying a scaled levy fee in accordance with the age of the mattress when the replacement of the mattress or parts is deemed necessary.

For example, if you’ve had a mattress for 6 years, and its warranty is for 10 years, the price of replacing your mattress would be calculated with that in mind. Suppose the mattress sells for R10 000. The service charge you’d have to pay for the replacement of your mattress would be calculated as follows:

6/10 x R10 000 = R6 000

How long are mattresses warrantied for?

Typically a mattress will be under warranty anywhere from 10-15 years. Depending on the quality, some might go as high as 40 years. Usually, the mattress’ warranty is a good indication of its quality; the higher the quality, the longer the mattress will be warrantied for.

100-day comfort trial period

Now, let’s say you (think) you’ve bought the perfect mattress. However, once you’re home and the newness of your sleeper has worn off, you may start to notice that this bed really isn’t for you.

Suddenly, the oh-so-soft plushness seems to be a little too soft for your taste. Maybe the promised rock-hard firmness turns out to be exactly not what your sleep routine needs. Whichever the case; if you’ve bought a mattress from us and it turns out to hinder your sleep at night, we’ll gladly exchange it for you as per our 100-day comfort trial period.

This trial period includes an exchange period of 100-days after you’ve purchased your sleeper and specifically refers to exchanging your mattress if it’s uncomfortable for your sleeping style.

Important facts about the 100-day Comfort trial period

There are some important factors of this 100-day trial period that you should keep in mind:

• You should allow your body to adjust to your new mattress. Therefore, you can only redeem this trial period once 30 days have elapsed since your purchase. Consequently, this makes way for you to truly test out your mattress since most people’s bodies need a few weeks to adjust to the newness of their fresh sleeper.
• Invest in a waterproof mattress protector. Much like the guarantee and warranty period, your 100-day trial period will be made null and void if you didn’t cover your mattress with a mattress protector.
• Products cannot be refunded, only exchanged.
• To facilitate the process, a processing fee of R1 000 will be applied if you make use of the trial period

For a full list of the 100-day trial period ins and outs, please visit our T’s and C’s page.

Mattress refunds policy and procedure

Certain products qualify for a full refund under certain conditions. These all include standard regulations like:

• Keeping the product in its original packaging.
• Products must be unopened and unused.
• The refund must be requested before 30 days after the purchase has elapsed.

For the complete refund policy, feel free to click here.

Can you return a new mattress?

If the mattress is in its original condition, and still unused, then yes! You’ll qualify for a full refund under the refunds policy.

However, if the mattress is new and has been used for more than 30 days and less than 100 days, you’ll have to return your mattress under the 100-day comfort trial return policy.

If the mattress is defective in any way and is still under guarantee, you qualify to exchange your mattress under the guarantee policy stated by the manufacturer.

Cancellation policy

At The Mattress Warehouse, we understand shopping can sometimes be a spur of the moment thing. Therefore, any unused, unopened product still in its original packaging can be returned – no questions asked – within 14 days of purchase.

Got any more questions?

By now you should know a lot about the ins and outs of a mattress warranty, guarantee and return policy of The Mattress Warehouse. However, if you still have some questions, feel free to contact us. One of our sales consultants will be more than happy to help clear up any confusion.