Warranty Information

We are proud to offer a 3, 5, 7 and 10 Year warranty on our mattress as it meets the highest standards of quality.

Please note that our warranty operates in accordance with the terms and conditions stated below.

 

The Mattress Souq Limited Warranty is valid only under the following circumstances:

  • You must be the original purchasing consumer.
  • You must provide a copy of the original purchase receipt clearly showing the date of purchase and the purchase price.

 

The Limited Warranty COVERS the following during normal usage:

  • Mattresses found defective due to workmanship/construction material.
  • Mattress sag due to faulty spring alignment. (Please note, all mattresses will show body impression as the upholstery settles and is unavoidable. This is not a structural defect).
  • Coils or wires that are loose or broken.
  • Coils or wires that protrude or rip through fabric.

 

The Limited Warranty DOES NOT COVER the following during normal usage:

  • The mattress or foundation fabric covering materials.
  • Normal body impression of less than 1″ on both sides and up to 2″ on both sides of a pillow top or ultra plush model.
  • Comfort or firmness preference of the product.
  • Bent border wire due to mishandling.
  • If the mattress is found soiled or stained.
  • Any kind of damage to the ticking fabric.
  • Defects due to negligence, misuse, fire, accidents, wear and tear due to years of usage or external causes of damage.
  • If mattress is not used on recommended base/bed.
  • Handles-which are used only for positioning the mattress and not carrying.
  • Center ridge. (The middle of the bed normally does not get slept on so usually does not settle at the same rate as the primary sleeping surface)
  • Mattress which is infested by bugs/insects/pests.

 

What should you do in case of claim?

  • Submit details, description and any evidence of the defect which you believe is covered by the warranty to our customer service email (wecare@mattresssouq.com). It is mandatory to provide us the following details & evidence:
    • Order number of the concerned mattress
    • Clear photo/video of your mattress with the bedsheet removed, clearly showing the manufacturing defect
    • Clear photo/video of the bed base being used
  • If the warranty claim is deemed valid, we shall arrange a pick up for further inspection of your defective mattress.
  • When we receive the mattress and above information from you, we will cross-examine the mattress. If it is covered by the warranty, we will:
    • Either repair the defective mattress or replace it with the same or a comparable mattress;
    • And ship the repaired or replaced mattress back to you.
  • If it is not covered by the warranty, we will return the mattress to you (at your cost).

 

Please contact our Customer Service email (wecare@mattresssouq.com) to initiate a warranty claim.