10 Year Guarantee

10-year-guarantee

We understand this information could potentially send you to sleep, but we'd like you to get the best out of your new eze™ Mattress. You must register your 10 year guarantee if you purchase online using the form below, within 30 days of purchasing. 

All eze™ Mattresses come with a 10-year guarantee as standard, so you're guaranteed to get a decade of great sleep.

NOTE: It is very important your eze™ Mattress is rotated 180° on its base, once a month, every 3 months, thereby minimising the settlement of the cushioning layers. This is a must! Please make sure you read our mattress care guides on the product pages to get the most out of your eze™ Mattress. We recommend using a mattress protector to protect the mattress cover as it is not removable, without one, your mattress will not be covered with the 10 Year Guarantee. 

Making a claim: step-by-step

Step 1: Check your registration

  • Make sure your mattress was registered within 30 days of purchasing 
  • When making a claim, include the email you were sent when you registered your 10 year guarantee.   

Step 2: Provide proof of purchase

  • We will need a copy of your order confirmation as proof of purchase 
  • This helps to confirm that your claim is within the guarantee period

Step 3: Gather supporting info

  • A short description of the issue (e.g., sagging, lumpiness, border stitching)
  • Clear images that show the problem from a few angles
  • The mattress batch no. this usually starts D00 found on the label sewn under the fire safety tag at the pillow side of the mattress. 

Step 4: Send it all to us

  • If you have a problem with your mattress that is covered in the 10-year guarantee, please email us and send your photos to info@ezemattress.com. 

What does the 10-year guarantee cover;

The guarantee covers the following faults:

  • Transit damage reported at the time of delivery
  • Spring System failure
  • Border stitching falling apart
  • Indentation depth of more than 2.5cm ( depending on if the mattress has been laid on an unsuitable base or bed frame)

Please note that shallow “settlement” is a natural occurrence with any mattress and shouldn’t be considered as a fault.

    What the 10 year guarantee does not cover;

    The guarantee doesn’t cover the following:

    • Comfort preference
    • Normal wear and tear that occurs under standard domestic use and handling
    • Faults/defects caused by accidental, deliberate abuse or damage
    • Products which have not been maintained in accordance with washing and/or care instructions supplied
    • Products that have been assembled or stored incorrectly (e.g. damp or in direct sunlight)
    • Using your mattress without bed linen – including mattress protector
    • Using a mattress on an old or unsuitable base, or a base for which it was not designed
    • A mattress on a slatted bed frame where the slat widths are less than 5.5cm and the gap between the slats, is wider than 9cm
    • Rolling or bending the mattress
    • Stains, mould or smells (included by pets)
    • Dye transfer from non-colourfast plastics, fabrics and clothing. damage or delamination through contact with hair and body products, or other cosmetic applications such as tanning lotions
    • Damage and deep settlement from not turning the mattress 180° on it's base, once a month
    • Damage due to flood, fire, explosion, extremes of atmospheric and climatic conditions or other accidental external causes
    • Mattresses if any visible rips are found on the mattress that look like a knife or scissor marks
    • The guarantee is not transferable and only relates to the original purchaser and delivery address

    If you have a successful guarantee claim, we will either repair or replace it with the same or comparable mattress at our cost. With our 10 year guarantee, this does not include the right to a refund. The guarantee only covers replacements of successful guarantee claims. Should we repair or replace your product under our guarantee, then the repaired or replaced product will not have a new guarantee in itself, but will instead enjoy the benefit of the remaining term of any original guarantee.

    The guarantee commences from the date of delivery of the mattress and ends 10 years from that date. Please fill out the form below to register your 10 year guarantee with us.