Product Guarantee and Claims Information
We are proud of the quality of all our products, which are produced with care and attention by experienced craftsmen using the finest materials. As we are that confident in the quality of our products, all of our products are covered by a minimum 12 month manufacturers guarantee, effective from the original date of purchase.
It is our primary aim to provide to you the highest level of customer satisfaction. If you are unhappy with your purchase for any reason, please contact our customer service department on 01924 874 322.
12 month guarantee
If a problem due to faulty material or poor workmanship occurs during the first 12 months from the date of purchase, Memory Foam Warehouse will repair or replace the defective mattress free of charge within a reasonable period of time. Memory Foam Warehouse 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 if the mattress is faulty or not. If the mattress is found to be faulty within the first 12 months this will be replaced free of charge for a like for like replacement.
In addition to the manufacturers 12 month guarantees, many of our lines are also covered by a Memory Foam Warehouse limited warranty. The warranty is effective from the date of purchase and the period is indicated on the individual product pages. If, after the expiry of the manufacturers guarantee, your product(s) develop 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 impose a charge for the replacement of the faulty item according to its age. The 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 manufacturers 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 your mattress is found to be faulty from your HomeServe inspection and you wish to make a claim and swap the mattress fees will apply based on 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 first mattress. However if you decide to pick a different mattress than the one initially purchased the warranty fee will apply as well as any additional cost from the first mattress to the new one. The warranty will also continue as a rolling warranty, you do not receive a new warranty for the new mattress it continues from the first mattress.
How to make a claim
If a claim is made under the 12 month guarantee or any applicable Memory Foam Warehouse 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 to:
Memory Foam Warehouse
Navigation Yard, Chantry Bridge
Please note that soiling or any other damage, whether caused maliciously or otherwise, invalidates the manufacturers 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, 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 show if the mattress is within tolerance for age of the mattress.
If your mattress does not need replacing but requires a repair HomeServe will provide this service on site. The technician’s inspections cover the following:
- Base support test
- Lay test
- Hand compression test
- Line test (settlement test)
They will take in to account the maintenance and regular rotation of the mattress and also incorporate the customers build and discuss the conclusions and findings with the customer on site after the inspection.
If the inspection comes back as non-faulty we are not able to replace the mattress under warranty. HomeServe the third party company are unbiased to our company we trust in their expertise in this area.
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.