Warranty & Guarantees
We want you to have confidence when buying from Mattress365. Our products may be covered by either a manufacturer's warranty, a manufacturer's guarantee, or both, depending on the product and brand.
Although the terms are often used interchangeably, there is an important difference between a warranty and a guarantee. The information below explains what each one means and how they work.
Warranty vs Guarantee – What's the Difference?
What is a Guarantee?
A guarantee is a promise from the manufacturer that the product will meet certain standards for a specified period.
If a product develops a fault covered by the guarantee during the guarantee period, the manufacturer may agree to repair, replace or otherwise resolve the issue, subject to the terms and conditions of that particular guarantee.
Some guarantees provide broader protection than others, so the exact terms can vary between manufacturers and products.
What is a Warranty?
A warranty is a specific form of protection provided by the manufacturer or supplier covering particular faults or defects for a stated period.
A warranty will normally set out what is covered, how long the cover lasts and any conditions that apply. Depending on the product and manufacturer, the warranty may cover repairs, replacement parts, replacement products or another appropriate remedy.
Warranty cover can vary significantly between products, so you should always check the warranty information supplied with your specific item.
In simple terms: a guarantee is a manufacturer's promise about the product, while a warranty is a defined period of protection covering specified faults or defects. The exact protection available depends on the individual product and manufacturer's terms.
What Does the Warranty or Guarantee Cover?
Coverage depends on the manufacturer, product and terms that apply to your purchase. Where applicable, protection may cover manufacturing defects or faults affecting the product's construction, materials or workmanship.
Examples may include:
- Manufacturing defects
- Faulty components
- Defects in materials or workmanship
- Structural problems covered by the manufacturer's terms
- Other faults specifically included within the applicable warranty or guarantee
The warranty or guarantee does not normally cover damage caused by misuse, accidental damage, incorrect assembly, unsuitable use, normal wear and tear, staining or failure to follow the manufacturer's care instructions unless the applicable terms specifically state otherwise.
Warranty & Guarantee Periods
Warranty and guarantee periods vary between products and manufacturers. The applicable period will depend on the product you have purchased and the terms provided by the manufacturer.
Where a product has a specific manufacturer's warranty or guarantee, details may be provided on the product page, within the product documentation or by the manufacturer.
Please check the product-specific terms before relying on a particular warranty or guarantee period.
A manufacturer's warranty or guarantee does not replace or reduce your statutory consumer rights.
Warranty & Guarantee Claims
If you believe your product has developed a fault that may be covered by a warranty or guarantee, please contact our Customer Service team as soon as possible.
We may ask you to provide:
- Your order number
- Your name and contact details
- Details of the fault or issue
- Photographs or videos showing the problem
- Photographs of the product, where appropriate
- Any other information required by the manufacturer
We may need to inspect the product or arrange an assessment by the manufacturer, technician or authorised representative before a claim can be accepted.
Where a fault is confirmed and is covered by the applicable warranty or guarantee, we will explain the available remedy and the next steps.
Warranty & Guarantee Exclusions
Warranty and guarantee protection is intended to cover qualifying faults and defects. It does not generally cover problems caused by:
- Normal wear and tear
- Accidental damage
- Misuse or abuse
- Incorrect assembly or installation
- Failure to follow care or maintenance instructions
- Unsuitable bed frames, bases or support systems where the manufacturer specifies requirements
- Staining, soiling or liquid damage
- Unauthorised alterations or repairs
- Damage caused after delivery that is not a manufacturing defect
Specific exclusions can vary between manufacturers, so the individual product's warranty or guarantee terms will always be important.
Your Statutory Consumer Rights
A manufacturer's warranty or guarantee is additional protection and does not replace your legal rights as a consumer.
Under UK consumer law, goods must meet the required standards, including being of satisfactory quality, fit for purpose and as described.
If you receive a faulty or defective product, you may therefore have rights against us as the retailer regardless of whether a manufacturer's warranty or guarantee is available.
For information about returning faulty or defective products, please see our Delivery & Returns policy.
Manufacturer Warranty vs Your Consumer Rights
It is important not to confuse a manufacturer's warranty or guarantee with your statutory consumer rights.
| Manufacturer Warranty / Guarantee | Your Consumer Rights |
|---|---|
| Provided under the manufacturer's specific terms. | Provided by law and applies independently of any manufacturer's warranty. |
| The length and coverage depend on the product and manufacturer. | Your legal rights depend on the circumstances and applicable consumer law. |
| May specify particular exclusions and conditions. | Cannot simply be removed or replaced by a manufacturer's warranty. |
| Claims may involve the manufacturer or authorised service process. | Your statutory rights are against the retailer, subject to the circumstances and applicable law. |
Need Help With a Warranty or Guarantee?
If you believe your mattress, bed or other product has developed a fault, our Customer Service team is here to help.
Please have your order number and details of the issue available so we can investigate your claim and advise you on the next steps.
Phone: 01642 686365
Email: sales@mattresses365.co.uk