What Does a 10-Year Mattress Guarantee Actually Cover?
A mattress is something you'll use every night for years, so it's reassuring to know what happens if something goes wrong with it. A 10-year guarantee is a promise from the maker that the mattress has been built properly, and that they'll put it right if a manufacturing fault appears. In this guide, we'll explain how mattress guarantees work in general, and then take you through our Simba guarantee step by step.
What A Mattress Guarantee Is For
A guarantee covers the way a mattress has been made. It's there for faults in materials and workmanship, such as a comfort layer that loses its structure or a zip that stops working. It sits alongside your statutory consumer rights, which always apply and aren't affected by any guarantee.
It's helpful to think of a guarantee and a sleep trial as two different things. A trial gives you time to decide whether you like how a mattress feels. A guarantee looks after the mattress itself over the long term. We offer both: a 200-night trial so you can be sure about comfort, and a 10-year guarantee that follows on behind it.
How Long Our Guarantee Lasts
If you buy a new mattress directly from simbasleep.com, the 10-year guarantee applies automatically. It starts on the day your mattress is delivered, and you don't need to fill in any forms to activate it.
If you buy a qualifying Simba mattress from one of our authorised retailers, it comes with a five-year guarantee. You can extend that to a total of 10 years by registering your product with us online. We'll send you an email to confirm once your registration has gone through.
What Our Guarantee Covers
Here are the main things our mattress guarantee looks after:
- Visible dipping or body impressions. Every mattress settles a little as you use it. If a visible dip develops beyond the tolerance set out in our guarantee terms, that's covered.
- The foam. If the foam splits, cracks, tears or otherwise fails to keep its structural integrity, that's covered.
- The zip. A manufacturing defect that causes the zip to malfunction is covered.
- The cover. A manufacturing defect that causes the cover to rip, split or tear is covered.
- Other defects in materials or workmanship. If another material defect appears in a mattress that's been looked after with reasonable care, that's covered as well.
If your claim is accepted, we'll exchange your mattress for a brand new one.
Looking After Your Mattress So The Guarantee Looks After You
A few easy habits keep your mattress in great condition, and they're also what keeps your guarantee valid. None of them take more than a couple of minutes.
- Rotate it. You must turn your mattress from head to toe once a month for the first three months, and then at least once every three months after that. You're spinning it round on the base, and you never need to flip it over.
- Use a suitable base. Our mattresses are designed for a supportive, dedicated mattress platform. That includes a sprung or slatted bed frame, a divan base or a box spring. On a slatted frame, the slats should be more than 2 inches wide and no more than 3 inches apart, which is how most slatted bases are made anyway. A proper base lets the mattress breathe from underneath. If you're unsure about yours, email hello@simbasleep.com and we'll confirm it in writing.
- Dress the bed. Always use your mattress with bed linen, and we'd suggest a mattress protector too. It shields the mattress from spills and everyday wear, and you can put it in the washing machine.
- Carry it carefully. Moving a mattress on its side between rooms is fine when you need to. For storage, keep it flat.
If you'd like a base that you know is a perfect match, all of our beds are designed to work with the Hybrid® mattress you buy from us, and they come with their own 10-year guarantee.
How To Make A Claim
We've kept the process straightforward.
- Get in touch. If you bought from us directly, email hello@simbasleep.com within 30 days of noticing the issue. If you bought through an authorised retailer, contact that retailer first, even if you've registered the mattress with us.
- Tell us what you've found. We may arrange for an independent inspection agent to visit and take a look at the mattress, which helps us reach the right decision quickly.
- Receive your replacement. Once a claim is accepted, we'll deliver your replacement mattress by our standard delivery method at no cost to you, within 30 days. We'll usually collect the original mattress at the same time.
Your guarantee period is paused while a claim is being looked at, so you won't lose any of your 10 years.
The Bottom Line
A good mattress guarantee should be long, clear and easy to use. Ours runs for 10 years from delivery, it covers the way your mattress has been made, and it replaces a faulty mattress with a brand new one. Keep your mattress on a suitable base, rotate it regularly and use bed linen, and you've done everything you need to do.
FAQs
If you ordered from simbasleep.com, keep your order confirmation email somewhere safe. If you bought from a retailer, keep your proof of purchase, because claims go through the retailer in the first instance.
Your guarantee continues from where it was paused, and it runs until 10 years from the original delivery date. The time spent assessing your claim doesn't count against you, so you keep the full period of cover.
They're separate. The 200-night trial lets you return a new mattress for a refund if it isn't right for you. The guarantee covers manufacturing faults for 10 years. You get both with every new mattress bought from simbasleep.com.
Yes. Rotating spreads wear evenly across the surface and keeps the comfort layers feeling consistent. It's also one of the conditions of the guarantee, so it's worth setting a reminder on your phone.
The full terms and conditions for mattresses, toppers and beds are all on the 10-year guarantee page of our website. The page also has a short summary of the main points, which is a quicker read if you only need the highlights.
Our list of authorised retailers can change, so if you'd like to check a particular shop before you buy, email hello@simbasleep.com and we'll let you know.
