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.
What does the warranty cover?
This warranty covers defects in materials and workmanship in the following components of Mattress Souq mattress during normal use only:
- Deterioration which causes the mattress to have a visible indentation or sag greater than 1 and half inches, as long as that indentation or sag has not resulted from use of an improper or unsupportive foundation.
- Any physical flaw in the mattress that causes the foam material to split or crack, as long as the mattress has only been used for normal domestic use and has not been handled improperly.
- Any manufacturing defect in the assembly or the fabric of the mattress cover.
What the warranty does not cover?
- Comfort preference.
- Physical abuse or damage to mattress which causes defects such as burns, cuts, tears, liquid/urination damage or stains, slated bed base with more than 5 cm gap between slates. If the mattress is subjected to such defects by the customer, the warranty on the mattress will be voided.
- Mattress which is infested by bugs/insects/pests.
- Abnormal usage and external causes of damage.
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.