Home » Product Warranty & Guarantee

Product Warranty & Guarantee

  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. Mattress Guarantee

    The mattress carries a 5 year guarantee and 15 year warrantee. The 5 year guarantee can be claimed for any faults on the mattress providing a mattress protector has been utilized. If the mattress comes into contact with any liquid the guarantee is in void. Please note fabrics and quilting are not included in this guarantee agreement. The lifetime service warrantee starts at the end of the 5 year guarantee and for the 15 year balance of the warrantee period we will either repair or replace at minimal costs. Build The Bed does not offer money back guarantee’s on any of its products. The Guarantee and Warrantee will all have a minimum cost of a R1000.00 to deliver and pick-up within Gauteng (subject to change). Build The Bed will not take back any soiled, stained, abused or unsanitary mattresses for hygiene purposes and will not be held liable for any transport costs for any guarantee claim. If the mattress is placed on a base which is not suitable for the mattress Build The Bed will not be responsible for repairing or replacing of the mattress. Build The Bed manufactures bases suitable for the mattress, if an alternate base is used please do ensure that you discuss this with your Build The Bed consultant or retail store. 

    Our 5 year guarantee’s minimum costs for pick up and redelivering of a mattress with in Gauteng would be R1000.00 (subject to change). This fee is non-negotiable and Build The Bed has to do the collection as we will inspect the mattress at the premises to ensure that the claim is valid and also to inspect the base which the mattress is on. Build The Bed will send you a quote for approval and requires payment in full before Build The Bed will collect the product. If any guarantee claim arises you will need to furnish Build The Bed with the invoice and will need to send photos of the mattress before a claim is reviewed.

    Mattress Warranty if any warranty claim arises you will need to furnish Build The Bed with the invoice (if an invoice cannot be provided the guarantees and warranties will be in void) and photos of the mattress before a claim is reviewed. Build The Bed will send you a quote for approval and requires payment in full before Build The Bed will collect the product.

    Base Guarantee and Warranty

    The base carries a 1 year guarantee and 2 year warranty. The 1 year guarantee can be claimed for any faults on the products purchased. If the base comes into contact with any liquid or has been misused the guarantee is in void. Please note fabrics and quilting are not included in this guarantee agreement. The 1 year service warrantee starts at the end of the 1 year guarantee and for the 1 year balance of the warranty period we will either repair or replace at minimal costs. Build The Bed will not take back any soiled, stained, abused or unsanitary bases for hygiene purposes and will not be held liable for any transport costs for any guarantee claim. If the base is placed on a floor which is not level we will not be responsible for repairing or replacing the base. Please note that once your bed has arrived via the courier/ delivery company and the delivery note has been signed we assume that the bed is in good order and Build The Bed will not be held liable for any damage incurred from the transportation of the bed once it has been signed for.

    Mattress Topper Guarantee

    The mattress topper carries a 5 year guarantee. The 5 year guarantee can be claimed for any faults on the mattress topper providing a mattress protector has been utilized. If the mattress topper comes into contact with any liquid the guarantee is in void. Please note fabrics and quilting are not included in this guarantee agreement. Build The Bed does not offer money back guarantee’s on any of its products.

    Build The Bed will not take back any soiled, stained, abused or unsanitary mattresses topper for hygiene purposes and will not be held liable for any transport costs for any guarantee claim. 

    A standard guarantee minimum costs for pick up and redelivering of a mattress topper with in Gauteng would be R200.00(subject to change). This fee is non-negotiable.

    If any guarantee claim arises you will need to furnish Build The Bed with the invoice (if an invoice cannot be provided the guarantees and warranties will be in void) and will need to send photos of the mattress topper before a claim is reviewed

    Pillows & Supports Guarantee and Warranty                                                                                                                                                                                                                                                                                                                                                                                                                                           

    5 year Guarantee (All memory foam pillows) Build The Bed guarantees that our memory foam pillows will not lose its shape or feel within 5 years.  Providing the pillows are not damaged or stained and that a pillow protector has been utilized. The guarantee does not include stitching, fabrics or zips. 1 Year Warrantee (all supports and pillows that are not memory foam). Build The Bed warrants that these pillows and supports will not lose their shape or feel for 1 year. A Warrantee claim can be made providing the pillows are not damaged or stained and that a pillow protector has been utilized. The warrantee does not include stitching, fabrics or zips. Build The Bed will not be held liable for any transport costs for a guarantee/warrantee claim. All pillows/supports that fall under this guarantee/warrantee will be replaced or repaired. Any pillows or supports that come into contact with any liquid, the warrantee & guarantee will be in void.

    Custom Orders

    Build The Bed will manufacture the products exactly to the specifications and details of the above order form. If the customer makes a mistake on the order form Build The Bed cannot be held liable however at a cost Build The Bed can rectify the customer’s mistake. Build The Bed will send you a quote for approval and requires payment in full before Build The Bed will correct the customer’s mistake

    Deliveries

    Deliveries will take between 3 -14 working days after payment in full has been received due to the fact that all orders are custom made. All prices include VAT but exclude delivery.

    NB

    Please note all our latex foam is high density and is simulated latex foam and is not natural latex foam