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Warranty & Bed Care

COMMITMENT

 

  • Sleepwell’s warranty is valid for a period of 10 years depending on the product bought, and begins on the day of purchase 

 

CARE & MAINTENANCE

  • Use of a mattress protector will help keep your mattress clean. Wash it frequently. A waterproof protector is recommended for children’s beds.

  • Treat spills and stains as soon as possible by gently scraping away any soil, or mop away liquid from the surface of the fabric. Use an appropriate upholstery cleaner, following the   manufacturer’s instructions. Alternatively, for small blemishes a damp cloth can be used. Dry thoroughly in the shade, away from direct heat.

  • Carry your mattress on its side, with two people to avoid injury.

  • Air your bed periodically. Remove the linen, and air for several hours.

  • Vacuum your bed regularly to eliminate dirt and dust. Use on a low suction so the material is not damaged.

  • Check bed legs every 3 months. If required, re-tighten the legs as securely as possible.

 

SLEEPWELL WARRANTY 

  • Sleepwell NZ is committed to its obligations under the Consumer Guarantees Act 1993. Although our products are constructed to the highest possible standards, in very occasional situations manufacturing faults can occur. Should this happen, please contact the store where the bed was purchased. If a manufacturing fault is identified, we will replace or repair the defective mattress and/or foundation within a reasonable period of time, as limited by the warranty. For this warranty to be applicable, you must be the original purchaser from an accredited New Zealand supplier and proof of purchase is required.

  • Please note that we recommend you allow up to 30 days for your body to adjust to the feel and support of your new sleep set.

  • Body depressions are normal and indicate that the comfort layers are conforming to your body’s individual contours. To help reduce body impressions, we recommend that you rotate your mattress regularly. This will also extend the life of your sleep set.

THIS WARRANTY DOES NOT COVER

  • Normal wear and tear, body impressions, or damage caused by mishandling, abuse, misuse or negligence including folding, bending, standing or jumping on the mattress or base. 

  • Any use of this product other than the use for which it was originally intended. 

  • Any commercial use including holiday rentals.

  • Minor manufacturing imperfections that do not impact the performance or comfort of the mattress or base, such as missed stitches in the quilting. 

  • Sanitisation of the mattress in the event that it is stained. You must arrange sanitisation of your mattress prior to any service and provide a receipt for the service. 

  • Transportation outside of metropolitan areas or regional hubs. You are responsible for delivery of the mattress back to the place of purchase for further shipping – Rolleston, Christchurch or Frankton, Waikato.

  • Please note that we recommend you allow up to 30 days for your body to adjust to the feel and support of your new sleep set – especially if your mattress was older than 10 years.  It is also helpful to purchase a new pillow as your existing pillow may no longer be suitable

  • Body impressions are normal and indicate that the comfort layers are conforming to your body’s individual contours. To help reduce body impressions, we recommend that you rotate your mattress regularly. This will also extend the life of your sleep set.

THIS WARRANTY COVERS

  • Mattress (10 years): Coils or border wires that are loose or damaged (not inclusive of damage caused by rolling or folding the mattress). Coils or wires that protrude or tear through the fabric.

  • Base (1 year) : Splitting of the wooden platform base. Leg and castor/glide failure.

 

UPON DELIVERY

Your mattress is made with all new materials that may release a slight smell, this is normal and not a cause for concern. Once your new mattress has been removed from its plastic packaging, leave it uncovered in a well-ventilated room to allow any odours to dissipate. 

Please dispose of the plastic packaging and other materials responsibly. Keep the plastic bag away from children to avoid the danger of suffocation or other injuries. Ensure the packaging materials are disposed of thoughtfully.

GETTING TO KNOW YOUR MATTRESS

It can take a little while to get used to the level of comfort and support provided by your new mattress. If you have been sleeping on a different type of mattress, the materials of your new mattress may feel quite different from what you are used to using. Your new mattress may also feel a little different to the one you tried in the store. The mattresses on display in retail stores have been tried and tested by customers over several weeks, resulting in the various components settling. Similarly, if you are using your new mattress on a different base from the store, this can alter the final level of comfort and support your experience at home. It is important not to confuse “uncomfortable” with “unfamiliar” when getting to know your new mattress. We recommend that you sleep on your new mattress for at least four weeks to allow the comfort materials to respond to your unique shape and sleeping positions and for your body to adjust to the benefits of your new mattress.

A mattress is used more than any other item you own - your lounge suite, dining chairs or even the seat in your car, furthermore, the same “spot” on your mattress is slept on approximately 8 hours every night, or 3,000 hours in one year! This is why it is important for you to understand what to expect and to ensure you receive the correct support and comfort that your Sleepwell mattress has to offer.

 

WHAT CREATES A BODY IMPRESSION

It is important to note that all of the comfort layers in your mattress will go through a process of “settling in”. Particularly during the first 3-6 months, the comfort layers will adjust as they conform to your body shape. The comfort layers will settle first where your normal sleeping position is because this area, every night has your body weight on it. However, the comfort layers outside of this area, will not settle as quickly if no body weight is being applied, in particular, down the centre of your mattress. If your mattress is a King or Super King size, couples generally sleep further apart and the centre may feel and look slightly uneven which you may describe as a “dip”. This is not a manufacturing defect, your mattress is performing exactly how it should. Your mattress is telling you that the comfort layers have adjusted where you normally sleep and now, all you need to do is apply body weight over the other areas of your mattress so the full sleeping surface adjusts to an even and consistent level.

Some tips that may be useful to help speed up this process are: 

  • If you go to bed before your partner, lie in the centre before going to your normal sleeping position • If you are watching television, reading or using your laptop, position yourself in the middle of your mattress rather than on “your sleeping side” 

  • If you take an afternoon nap, do this in the centre of the mattress

ROTATION OF MATTRESS 

  • Rotating your mattress is beneficial in levelling out body impressions and reducing wear and tear. This should be done every two weeks in the first 3 months, and then monthly during the lifespan of the mattress. Grip the mattress corners and rotate 180 degrees, then align this with the foundation. Your mattress is now rotated end to end.

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FAQ: FAQ
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