As of the 24th March 2020, Mobile Mattress will no longer be providing the 60 Night Worry Free Guarantee on any of our products due to the recent health crisis of the COVID-19 outbreak. This is for the health and safety of our customers, our drivers and contractors. Mobile Mattress offers a 60 Night Worry-Free Guarantee on our wide range of mattresses to suit all comfort levels and budget. While we work diligently to ensure you find the right mattress online or in-store, we understand that sometimes a mattress may not be what you expect or suit your needs entirely. As we want you to be thrilled with your purchase, we offer in-store credit so you may exchange an undamaged mattress for another one. "Peace of mind" you can count on.
Q /- What does the 60 Night Worry-Free Guarantee entail?
A /- We understand it can take the body several weeks to adjust to a new mattress. You can also expect the mattress to be slightly firmer in the first few weeks. If you notice a faint odour, do not be alarmed as it should dissipate over time. If, after four weeks, you are not satisfied that the product performs as it did in the showroom, please contact us and we can happily help with your request. Please note: The mattress must be unsoiled and free from tears, stains, hair, animal hair, or any other damage that might occur while it is in your home. We recommend purchasing a mattress protector to minimise the possibility that this may happen. The 60 Night Worry-Free Guarantee is for selected mattresses only. For more information regarding the terms and conditions of the Worry-Free Guarantee please see below.
Q /- Can I return my order?
A /- Our warranties will give you confidence in our products and peace of mind that you have purchased a quality product from a reputable bedding company. If you'd like to return your item: Please contact Mobile Mattress Customer Service within 60 nights of the invoice date. We offer a 60 Night Worry-Free Guarantee on selected mattresses (unless the product is defective or the return is a direct result of a fault). Please note: Mobile Mattress may refuse faulty or items that have been damaged prior to our collection. This includes soiled items (including smells) or items that have been in contact with pets.
Q /- If I return my order to Mobile Mattress, will the delivery charges be refunded?
A /- You can return products that you bought directly from Mobile Mattress within the timeframe set by our Return Policy. When you return your item, we'll happily credit your account for the price of the item, minus the initial delivery and handling fees. Delivery charges aren't refundable. All items must be in original packaging and unused to qualify for a full refund. Any items that have been used or are not in the original packaging will be subject to the discretion of Mobile Mattress. This includes soiled items or items that have been in contact with pets.
Q /- Some of my items have arrived damaged. Who can I speak to about this?
A /- We are sorry for the inconvenience. Please email our Customer Service team and we can re-send new part/s to complete your order. If the item is Faulty we can organise a refund or exchange. Please see our Claims Procedures at the bottom of this page for more information regarding items that have arrived damaged.
Q /- How can I return or exchange my order?
A /- Mobile Mattress is committed to the excellence of our products and providing first class customer service coupled with unbeatable value. If your product arrives or presents with damage or a fault, please email us or via our Contact Us section and provide:
• A detailed description of the damage or fault; and
• Photos (or video, where appropriate) showing the damage or fault.
Q /- Can I return my custom order?
Delivery times vary by our manufacturing schedule, Prior to delivery, we will contact you to collect the remaining 50% due and will not deliver until the second half is paid. Heads-up: If you cancel your special order for any reason, you don’t get your 50% deposit back as we have completed the workmanship under your instruction.
Q /- How long does it take to get used to a new mattress?
Adjustment Period: As with a new pair of shoes, after so many uncomfortable years on your old bed it may take time for your body to get accustomed to your new mattress. This period of adjustment varies, from as brief as one week, but normally takes 2 to 4 weeks to get fully used to your new mattress as your muscles and joints recondition themselves.
Body Impressions: The comfort layers of a mattress naturally conforms to your body and often results in impressions. These body impressions are normal and therefore do not mean the mattress is defective.
*To prevent excess body impressions you must rotate your mattress – as more than 90% of mattresses are “one-sided”." For more information regarding the 60 Night Worry-Free Guarantee please contact Mobile Mattress.
A “body impression” occurs when the comfort layers of a mattress naturally settle and conform to an individual unique body.
“Sagging” is often caused by an improper foundation or frame.
Q /- I received my rolled mattress and it's not as described?
A /- Upon receiving your new mattress you can be assured that your product is hygienically sealed using our high tech vacuum packaging technology i.e box, for easy handling and safe transport. It will easily expand in minutes after unpacking and restore to its usable shape, making it a sleep heaven within minutes. To reach full thickness and reduce all signs of rolled impression, please allow up to 48hrs all the foams, quiltings, and materials to expand 100%.
Before using for the first time its normal for new mattresses to feel different to your previous mattress (too firm, ect) so you should allow at least four weeks for your body to conform to the mattress and the mattress adjust to your body. New manufactured materials also have their own particular manufacturing odour, like a new car has that new car smell. Please be assured we are Certi-Pur Certified and all items are thoroughly tested before leaving our warehouse for any harmful substances. If you come across this slight odour we recommend to air the mattress to help eliminate this.
Please note: When measuring the height of the mattress, please allow up to 48hrs for all comfort layers and materials to expand to full size. Please also ensure you are measuring from the bottom surface to the top (quilting) surface with a piece of paper placed on top of the mattress. Due to rolled compression, please allow for 1-2cm rebound variance either way for the product to expand.
60 Night Worry-Free Guarantee
Mobile Mattress provides a 60 Night Worry-Free Guarantee on selected mattresses sold. This Exchange Guarantee provides customers with peace of mind when purchasing a new mattress. Where a customer is dissatisfied with the comfort level of their new mattress they can exchange it for another one.
Terms and Conditions
The following terms and conditions apply:
- The guarantee is limited to one exchange per purchase.
- The guarantee applies to selected mattresses only. Ensemble bases are excluded from the exchange.
- Any mattress that is under $499 does not apply to the guarantee. The mattress purchase price must be over $500 and excludes delivery charges or any other items sold with the mattress. Mattresses that are discounted at the time of purchase are not covered under the Guarantee. Mattresses that are sold "as is" are also excluded as well as ex-display stock.
- The mattress needs to be slept on for a minimum of 12 nights (to allow your body to adjust to the new mattress) and a maximum of 60 nights from the date the mattress was delivered.
- A mattress that is damaged or soiled in any way, will be exempt from the 60 Night Worry-Free Guarantee. Therefore, a mattress protector must be purchased at the time of sale to enable the Guarantee. It is at the discretion of Mobile Mattress to offer a comfort exchange if no mattress protector was purchased at the time of delivery.
- No refund will be given if the replacement mattress is of lesser value than the original mattress purchase price.
- Any mattress that is purchased by one customer on behalf of another customer does not apply for the guarantee. Therefore, it is recommended the person/s who the mattress is intended for come and try.
- A delivery and pick-up fee will be charged to customers for the 60 Night Worry-Free Guarantee Service.
- The Comfort Exchange is only valid at the Store of purchase.
- This policy does not apply to vacuum sealed mattresses (boxed), pillows, custom made orders or sales of floor stock mattresses. Custom made orders include mattresses made to non-standard sizes (e.g. caravan mattresses).
- The Owner or Manager of the Mobile Mattress store from where the mattress was purchased will have the final say as to the application of these terms and conditions.
For more information regarding the 60 Night Worry-Free Guarantee please contact Mobile Mattress.
Mobile Mattress Claims Procedure
- 1: NOTIFICATION OF DAMAGED/LOST GOODS
1.1. If goods are damaged at the time of delivery, the receiver must note and sign this damage on the driver’s proof of delivery slip. The customer must also give written notice to Mobile Mattress Claim Administrator in accordance with section
1.2. Where goods are not delivered i.e. no POD the customer must give written notice to Mobile Mattress Claim Administrator in accordance with section 1.3.
1.3. Where there is damage to the goods identified at the time of delivery or loss of the goods, the customer must give written notification (which includes by email) of the loss of or damage to the goods and the customer’s intention to make a claim to Mobile Mattress Claim Administrator, within seven days of the date of delivery or the date when they should have been delivered, whichever comes first. The written notice must provide reasonable particulars of the delivery, the relevant goods and the nature of the loss of or damage to the goods.
1.4. Where concealed damage to the goods is not apparent at the time of delivery (no visible external damage) but discovered by the customer within 48 hours of delivery (the maximum permitted time for inspection), the customer must give written notice (which includes by email) of the concealed damage to the goods and the customer’s intention to make a claim to Mobile Mattress Claim Administrator within the 48 hours of the date of delivery.
1.5. In any case where written notification of the loss of or damage to the goods from the customer is not given within the specified time detailed in sections 1.3 or 1.4, Mobile Mattress shall have no liability in respect of such loss or damage and no action may be brought by the customer against Mobile Mattress in respect of this loss of or damage to the goods.
1.6. To assess and validate a claim, Mobile Mattress may elect to appoint an assessor to inspect the damaged goods. The receiver or owner of the goods must permit the assessor to carry out such an inspection. Subject to the duty to mitigate the loss referred to below, wherever practical the damaged goods and the packaging should be retained until Mobile Mattress has assessed the claim.
1.7. The customer, being the owner of the goods, has a legal duty to mitigate its loss by taking such steps by way of sale, repair, dumping or otherwise as is appropriate to the nature of the goods. Where Mobile Mattress accepts legal liability for a claim, no payment will be made until the loss has been mitigated and the final claim value (after deduction of salvage, where obtained) has been calculated correctly in accordance with clause 2 below.
1.8. Please note that damaged goods always belong to the customer and Mobile Mattress has no legal right to deal with such goods in any way whatsoever. However, Mobile Mattress may, on request by the customer take steps to sell, repair, dump or otherwise deal with damaged goods on the following conditions:
(a) The customer must request Mobile Mattress in writing to take such steps as Mobile Mattress in its sole discretion considers appropriate to deal with damaged goods and in doing so shall authorise Mobile Mattress to act as if it was the owner of the goods (save that Mobile Mattress shall not be responsible for meeting any liabilities attaching to the goods).
(b) Mobile Mattress has the right to refuse such request, or to accept the request only on such terms as it deems necessary. That may include payment by the customer in advance of costs that will be incurred by Mobile Mattress in cases where the goods have no salvage value (e.g. dumping costs), or payment of any outstanding freight charges. Such costs may be included in any claim made against Mobile Mattress if the customer believes that Mobile Mattress has liability for the damage. Mobile Mattress acceptance of the customer’s request is however without prejudice to all questions of liability.
(c) The customer will accept Mobile Mattress’s decisions on how the goods are sold, repaired, dumped or otherwise dealt with, including as to costs incurred and/or salvage returns achieved, and Mobile Mattress shall be under no liability whatsoever in relation to such decisions or the resulting costs or returns (as the case may be).
(d) Any net salvage proceeds shall be either paid to the customer or used to offset the amount of any claim for which Mobile Mattress accepts liability, in Mobile Mattress’s sole discretion.