We know it can be a bit of a snooze reading small print, so we’ve summarised some of the main points people ask us about below. But it’s important to note this is a summary only and does not replace the full terms and conditions, which can be read here.
While we make every effort to avoid them, errors can happen from time to time. Our guarantee covers you for any issues that could reasonably be said to have started with us - like foam that cracks, a faulty zip or significant dipping (see the chart in our full terms).
It’s normal for mattresses to show signs of use over the years, so we don’t consider ordinary wear and tear a fault under the guarantee. We also exclude soiled mattresses and damage caused by accident (including by pets), disaster or misuse.
We know it sounds like common sense, but obviously you’ll need to use an appropriate base and bedding, and make sure your mattress doesn’t get wet or exposed to the elements. Other than that, all you need to do is rotate your mattress 180° on its base regularly - once a month through the first 200 nights, then at least every six months for the rest of its life.
Please contact the place you bought your mattress from - if that was simbasleep.com, click here. You should do this within 30 days of spotting the problem, with proof of purchase to hand. We might arrange to send out an independent quality team to assess the issue, but our care team will let you know exactly what to expect next.