Guarantee

Product guarantee is subject to the following terms and conditions:
BVH Bedding offers a guarantee against faulty workmanship and /or faulty materials that may occur with ordinary use, commencing on the date the mattress and/or base was originally delivered to, or collected by the purchaser and is valid only to the original purchaser of the product as indicated on the original sales invoice and is not transferrable.

Original purchase receipt must be present.
Original mattress label must be present to determine warranty rights.
The warranty covers structural defects caused by faulty workmanship or materials. This includes:
Coils or wires that are loose or broken
Coils or wires that protrude or tear through any fabric.
Should a service be required during the guarantee period, and the defect is covered by this warranty, BVH will repair your mattress free of charge. Transportation costs, however, after the first 12 months will be the onus of the purchaser. Transportation charges will not be accepted without prior approval from the Manufacturer. If we reasonably determine that the defect is not a manufacturing defect, the purchaser will be responsible for the transport costs and the cost of any repairs or replacements required.
A bed inspection may be required, and if a defect is found we aim to promptly pick up, repair and return the goods. This could take several days or longer in some cases. A replacement mattress or base will not be supplied whilst we service your mattress.
Replacement of one piece does not automatically result in replacement of the other piece. Repair or replacement of the mattress or base does not extend its limited warranty or begin a new limited warranty period.
The manufacturer’s determination as to the cause of fault shall be final.
Three important things to know with our mattress guarantee

Comfort Preference

We, and other manufacturers have a great range of mattress all with varying comfort levels. Please choose your comfort requirements carefully as comfort related complaints do not constitute a manufacturing fault or fault in materials.
Over time mattresses will wear out under normal use or your comfort preference may change, but these are not warranty defects. For example: Choosing a mattress that you can feel the springs in when you sleep (a mattress with no comfort layers) or choosing a mattress that is too thick and soft for your liking does not constitute a fault with a mattress but your own choice of comfort preference whilst at purchase.

The Settling Process / Body Signatures / Body Impressions

All mattresses will go through a settling process whereby the mattress upholstery layers will adjust and conform to the body, sometimes referred to as body signatures. The more thicker the mattress the more comfort layers it will contain and the greater the signatures may be. Most occurrences happen within the first 12 months. This is not deemed to be a manufacturing fault and is not a defect under warranty.
Rotating the mattress fortnightly over the first few months allows a more even settling process over the surface of the mattress. Mattress should be rotated or flipped in double sided mattress quarterly thereafter and in larger surface area mattresses such as king size users should try to sleep evenly over the mattress.

Small manufacturing irregularities that do not affect the performance of the bed
Sometimes cosmetic threads may come loose or not appear on small sections of the quilting patterns on the fabric covers. Such examples are purely cosmetic and will not affect the performance of the bed. They occur as part of normal manufacturing tolerances and are impossible to avoid. There are thousands of individual stiches on mattresses and quilting machines may skip a stitch whilst quilting the thick luxurious fabrics now used in mattresses.

WARRANTY DOES NOT COVER

Mattress damage caused by insufficient base or slat foundation support.
Small manufacturing irregularities that do not affect the performance of the bed,
Fit of Manchester / sheet items and mattress height.
Comfort preference including issues of firmness; or
Normal body impression/signatures(s) of 1.5” or less in a pillowtop mattress or 25mm in a normal mattress.
Body signatures are a normal occurrence and indicate that upholstery layers of the mattress are performing as they should
Handles or attached accessories, as handles are not intended to be used to lift, turn or transport the products, only to position the mattress; or
Normal wear and tear or damage caused by abuse, misuse or negligence (including folding, bending, standing on or jumping on the mattress).;
Room space issues, incorrect selection of size of mattress; or
Temperature; or
Allergies, smell or sensitivity to materials. Some raw materials have a natural smell.
Bed height/weight
Mattresses that are burnt, stained, or in an unsanitary condition, even if defective. For health and safety reasons, we may not be able to inspect these products to assess whether covered by the warranty, in which case, we reserve the right to deny warranty coverage.
Broken fittings including T-nuts, legs and castors due to insufficient maintenance and tightening.
Bases

Are designed to offer the best possible support for your mattress. Do not stand or lay directly on your base as they are designed only to support your mattress as a whole.
If using third party slat bases, slats should be no more than 10 cm apart. Skeleton slats or flexible concave arching slats lose their resiliency over time and lost their upward curve shape. We recommend to carefully rotate slats from high to low load areas and replace if they lose their support. If using a solid base panel we recommend having holes to allow moisture and air circulation.

This warranty is in addition to, and not in substitution for, the right of the purchaser conferred by the trade practices act and/or the legislation of any State or Territory. Our guarantee may be a “warranty against defects” for the purposes of the Australian Consumer Law. Accordingly, this section sets out the information prescribed by the Australian Consumer Law. In particular, the following statement is included: “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 and compensation for any other reasonably foreseeable loss or damage. 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”. Our guarantee is in addition to other rights and remedies you may have under a law in relation to the goods or services to which the guarantee relates.

CARE INSTRUCTIONS

Rotate your mattress periodically. Body signatures are a normal property of your mattress and rotating your mattress will help to equalise the upholstery settling between sleepers of different body weights and shapes.
Do use a mattress protector at all times as this will prevent stains.
Do use a recommended base or a supportive, rigid, non-yielding foundation. An old base unit may not provide sufficient support. It may appear that your mattress is sagging when the problem may be due to a non-supportive base.
Do not bend or fold the mattress. When transporting your mattress do not drag it on the ground.
Don’t carry a mattress by the handles as these are only use to position the mattress on the base and will not support the full weight of the mattress.