30 Day Risk-Free Guarantee
At Mobile Mattress, we are committed to providing the highest quality products that have gone through extensive testing and inspection in order to ensure that you receive a blissful night’s sleep. Our committment to quality and comfort has led us to offer industry leading warranties on all mattresses and foundations.
Mobile Mattress are happy to offer a 30 Day Risk-free Guarantee on selected mattresses sold. These products must be of an identical type to the product originally supplied or otherwise specified and agreed upon by a Mobile Mattress Team Member. For more information regarding the 30 Day Risk Free Guarantee please see the returns section.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Mobile Mattress will, without extra charge to the original purchaser, replace any manufacturing fault (as defined). Mobile Mattress reserves the right to refuse service when the product is found on inspection to be in an unsanitary condition, change of mind or when product failure is due to causes other than defective workmanship or materials. Mobile Mattress will happily exchange any damaged goods made or conducted by our company prior to the products being used.
This warranty covers the following specific manufacturing faults under conditions of normal wear. Mobile Mattress inspects all products prior to dispatch and therefore holds no responsiblity on lost/damages incurred after the time of delivery. The mattress coils or wires that are loose or broken, Coils or wires that protrude or tear through any fabric. Splitting occurring in the wood frame, Loose or broken foundation, Compression of modules, Leg and castor failure.
Terms & Conditions
Mobile Mattress provides a 30 Day Risk 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.
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. 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 30 nights from the date the mattress was delivered.
- A mattress that is damaged or soiled in anyway, will be exempt from the 30 Day Risk 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 30 Day Risk 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.
What to Expect
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. Normal levels of contouring for a non-pillowtop is upto 35mm and a pillowtop is 45mm. Please note: Body impressions will always develop on the surface of any mattress and do not constitute a manufacturing fault.
*To prevent excess body impressions you must rotate your mattress – as more then 90% of mattresses are “one-sided”." For more information regarding the 30 Day Risk 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.
- Some important things to consider: The plusher or thicker your mattress is, the more comfort layers it will contain, this may mean your mattress will experience greater levels of body contouring. To help equalize body impressions, we suggest you rotate your mattress every 2 weeks for the first 4 months, and every 3 months thereafter Use all surfaces of the mattress, to assist in settling the comfort layers evenly. The centre of your mattress can feel firmer if it is not slept on and you may get the appearance of a ridge in this area. It is a normal characteristic of the design of the bed. We encourage you to persist with using the middle area of the mattress to even out wear on the mattress top.
Sleepdivine beds are manufactured with a number of materials ranging from coil springs, textiles, spray cotton and posture foams. As with anything new there is often a smell to it whether it be a new car or baking fresh out of the oven, and our beds are no different.
Please note: Sleepdivine use no harmful chemicals throughout the manufacturing process.
Each bed we manufacture is made to the highest quality standard, so it means that you can expect your new bed to have a new smell about it.
Depending on the mattress you have purchased, there will be a varying degree of comfort materials in the construction to create a mattress with unique comfort, support and temperature support properties.
As we directly manufacture each and every bed, this allows us to use the highest quality foams possible. Our foams are also safe for those suffering from allergies, as we also treat every material throughout that has anti-microbial properties and reduces allergens.
However, just like a freshly baked cake, our foams can have a new smell to them. With our posture foams made fresh for our beds everyday, we strive to deliver the very best product in its newest form and are hygienically sealed new to you when they are delivered. Because of this is may take up to 3-4 weeks for the new smell to dissipate completely.
If you notice the new smell when you unwrap your mattress, we recommend that you let your mattress breathe before making it for the first time and again when changing the sheets and bedding over the first few weeks. Opening windows to improve with ventilation may also assist.
Our beds are manufactured to the highest in safety standards so you can be safe in the knowledge that you and your family will be sleeping safely on your new mattress.
Q /- I received my rolled mattress and it's not as described?
Why shop at Mobile Mattress?
No high pressure sales tactics, overpriced mattresses, or expensive delivery fees.
Visit Mobile Mattress and one of our experts will help guide you to the mattress that’s right for you. You won’t feel pressured to buy, and we’ll provide you all the information you need to make an informed decision. You can leave confident that you didn’t overpay and that sweet dreams await you for many years to come.
We sleep on what we sell
At Mobile Mattress we stand by our Ultimate Factory Warranty and pride ourselves on providing quality products that make you more comfortable, and that includes repairing any bedroom item that fails to live up to our high standards for quality materials and workmanship. Please take a few minutes to read over the guarantee guidelines.
Our reputation means everything to us. We strive to provide you, our loyal and loving customers, with all the information we can gather so you make the perfect choice for your needs. While we cannot guarantee your comfort, we can unequivocally guarantee that our mattress, upon its arrival to your home, will be in optimal condition.
Our warranty’s listed below will give you confidence in our products and peace of mind that you have purchased a quality product from a reputable bedding company.
Mobile Mattress is committed to the excellence of our products and providing first class customer service coupled with unbeatable value.
What this warranty does not cover
Subject to the Australian Consumer Law, this Warranty does not apply to any products sold as seconds, floorstock, repaired products or products that have a defect where this has been drawn to the consumers attention prior to purchase. In addition the Warranty will not apply if:
(a) Repairs to a product are made or attempted by a service provider other than one approved by Mobile Mattress.
(b) The product has not been used or maintained in accordance with the manufacturer’s instructions as provided with the product.
(c) The customer uses the product in an abnormal manner for example if the product is abused, misused, dropped, crushed, impacted with any hard surface, exposed to extreme heat (including fire) or cold, not maintained properly or used after partial failure.
(d) The product has been modified, incorrectly adjusted or operated, subjected to incorrect electrical supply or inconsistent electrical supply or used with inappropriate accessories.
(e) The product is tampered with in any way.
Mattress fabric (including stains, soiling, burns or pilling). Normal body indentations. Handles (where fitted) - these should be used only to position the mattress and should not be used to support the full weight of the mattress. Border wires, which run along the perimeter of the mattress (innerspring) and foundation, bent due to moving or folding the mattress.
Bedding sold 'As Is' , Pillow top height, Comfort preference, i.e firmness rating or any adjustments to comfort layers, Bed height, Sheet fit.
Mattress damage due to an inappropriate foundation. A mattress is designed for full performance when used in conjunction with a matching foundation as part of a total sleep set. i.e Australian approved ensemble bed base or complete posture slat bed frame. Minor manufacturing anomalies that do not impact the performance of the bed (eg. mis-stitching on quilting).
Damage due to abuse, Change of mind, (remember mattresses take 20-30 days to adjust to your sleep posture and comfort level, so please keep in mind the spring system is new at time of purchase).
The Mobile Mattress Group would like to thank you for your recent purchase of your sleep product. On your selection you join hundreds of people from all over the country who have decided on one of our exclusive bedroom supplies, that make the difference in the quality of sleep they enjoy.
The Bed or Mattress you will sleep on tonight draws on over 10 years of manufacturing innovation, enhanced by sleep research committed to scientific design and testing of all its products, helping you to sleep soundly for years to come.
In an effort to assist you with your Warranty Claim, Please email 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. We require at least 4 photos to process your claim quickly and effectively. These include; a photo of the product, the fault or defect with the product, a close up of the fault or defect of the product, the product fully assembled (for bed frames and bases please take photos with the mattress off the foundation and for mattresses please photo the mattress on the foundation). Please make sure the photos are clear.
Your proof of purchase
The claims team will notify you within 2-3 business days of the initial claim date to authorise.
For products being claimed, please make sure your product is free of dirt, stains or soil of any kind, as any of these conditions may void your Warranty.
Do not bend or fold, stand or jump on product as damage or injury can occur. Do not use cleaning fluids on your mattress; it may damage some of the materials. In most cases, don't ever place products sold near open flames or expose it to fire.
This mattress is not flame proof or fire proof and can ignite or burn if exposed to open flame or fire. When ignited, some bedding materials can burn rapidly and emit smoke and hazardous gases, Don't smoke in bed.