Product Warranty & Guarantee

Please also read our Safety & Care page

  1. Mattresses: All Mattresses are covered by a 2 (two) year Factory Guarantee, as well as a 15-year service warranty. The 15-year warranty shall work on a pro-rata basis as per industry norm and will decrease by 1/15th per annum. The recommended retail price and repair charges at the time of the warranty claim shall be used as the benchmark for warranty claims.
  2. Overlays are covered by a 1(one) year factory guarantee against all manufacturing defects. The recommended retail and repair charges at the time of the warranty claim shall be used as the benchmark for warranty claims.
  3. Pillows, Support Products and Accessories are covered by a 1(one) year factory guarantee against all manufacturing defects. The recommended retail price and repair charges at the time of the warranty claim shall be used as the benchmark for warranty claims.
  4. Transport charges during the initial factory guarantee period shall be covered 50% by Fast Asleep and the balance by the customer. During the warranty period transport charges shall be for the account of the customer – however advantage can be taken of Fast Asleep negotiated transport rates.
  5. Certain batches and mattress models are delivered within a Fast Asleep mattress bag. This bag should be kept by the customer as original packaging. In the event where the mattress may have to be returned this bag must be used to protect the mattress. If the bag was discarded by the customer, the cost of a new bag will be for the account of the customer.
  6. Guarantees and Warranties shall cover factory faults only as well as any premature foam breakdown, excessive sagging, indentations or where the pressure relieving properties of the mattress has been compromised.
  7. All guarantees are for the original owner only and are not transferable. Customers will be required to provide proof of purchase with any warranty claim.
  8. Body impression is a normal occurrence in foam mattresses and indentations of less than 20mm shall be considered fair wear and not qualify for a warranty claim. This guarantee covers indentations of more than 20mm only and this is only in the event that the user's weight was within the specified parameters.
  9. This guarantee shall not cover any liquid damage or where the mattress was improperly stored, repaired or altered by a third party, suffered malicious damage or where it was not placed on an adequate base or where foam has been deformed or damaged due to exposure to excessive heat (i.e. electric blankets). No mattress considered to be in an unsanitary condition and/or contains any stains, soils or burn marks will not qualify for any warranty claim.
  10. This guarantee does not cover comfort or firmness levels of the mattress or any Fast Asleep product as changes to the firmness is considered a normal change over time.   Comfort is a personal preference which varies from person to person and no independent test exists to measure mattress comfort. The 30-day money back satisfaction guarantee shall be used as a comfort guarantee.
  11. Fabric Covers of Mattresses or other products are only valid during the guarantee period and no cover shall be covered by guarantee if it was stained, burnt or claims that can be attributed to fair wear and tear.
  12. Fast Asleep products that are won in any competition, or purchased on an auction or as a floor demo on a 'scratch and dent' sale or shop-soiled purchase sale shall not be covered by the standard warranty periods. These products will not be covered by any warranty except for such warranties explicitly stated with such competition/auction/sale and such warranty shall then be considered as a dealer warranty and not a manufacturer warranty, hence a resulting claim should be taken up with the dealer and not the manufacturer. All custom manufactured products shall only be covered with a 6 (six) month warranty, unless otherwise agreed upon.