Refund, Returns, Guarantee & Warranty Policy
At Beds4U, we want our customers to be completely informed about our refund, return, guarantee and warranty procedures. Please read the information below carefully, particularly the mattress care and warranty requirements, as incorrect use or care of a mattress may affect a guarantee or warranty claim.
Refunds & Returns
Our standard refund and returns policy for change-of-mind purchases is 7 days from the date of purchase or delivery, where applicable.
To be eligible for a return, the product must be unused, clean, undamaged and in the same condition in which it was received, including its original packaging where applicable.
For hygiene reasons, certain products cannot be returned once opened or used. These include:
Mattress overlays and toppers
Pillows
Mattress protectors
Pillow protectors
To complete a return request, a receipt, original invoice or acceptable proof of purchase is required.
Products must be returned through the Beds4U store that originally handled the sale, delivery and associated paperwork.
Please note that this change-of-mind return policy is separate from claims involving products that are alleged to be defective.
Defective or Damaged Products
If you believe that your mattress or another product has developed a fault, please contact the Beds4U store from which it was purchased or email info@beds4u.shop.
Photographs and additional information may initially be requested to assist with lodging the claim. However, photographs alone may not be sufficient to establish the nature or cause of a mattress problem.
Mattress guarantee and warranty claims may require a physical inspection by the manufacturer or its appointed representative. The inspection is used to determine the nature and cause of the reported problem and whether it relates to defective workmanship or materials, normal wear, incorrect support, improper care, physical damage, misuse or another external cause.
Once the assessment has been completed, we will communicate the outcome of the claim and the applicable repair, replacement or other remedy.
Nothing in this policy is intended to limit any rights that a consumer may have under the Consumer Protection Act 68 of 2008.
Mattress Hygiene & Sanitary Condition
Mattresses must be kept clean, dry and in a sanitary condition throughout their usable life.
The use of a suitable waterproof mattress protector is strongly recommended to protect the mattress against spills, bodily fluids and excessive moisture.
Manufacturers may refuse to collect, handle, inspect, repair or service a mattress that is found to be dirty, stained, wet, contaminated, insect-infested or otherwise in an unsanitary condition.
This requirement exists for health and hygiene purposes and assists in preventing possible contamination of collection vehicles, personnel, equipment, repair facilities and manufacturing work areas where mattresses are handled.
Customers should therefore take reasonable care to keep their mattress protected and hygienic at all times.
Mattress Bases & Correct Support
The correct base and support system are extremely important to the performance and lifespan of a mattress.
A mattress must always be used on a structurally sound, suitable and adequately supportive base that provides even support across the entire mattress.
Where a mattress was purchased without a matching base and the customer uses an existing or independently supplied base, the manufacturer or its appointed representative may inspect the customer’s base as part of a guarantee or warranty assessment.
The purpose of this inspection is to determine whether the base complies with the support requirements of the mattress and whether a damaged, worn, unsuitable or incorrectly constructed base contributed to the reported mattress problem.
Where an unsuitable or damaged base has caused or contributed to the mattress failure, this may affect the outcome of the guarantee or warranty claim.
Spring Mattresses
Mattresses containing springs — including Bonnell spring, pocket spring and all other spring mattress constructions — must not be used on a slatted base.
Spring mattresses require a suitable solid and supportive mattress base that provides consistent and even support across the entire mattress.
Using a spring mattress on a slatted base may result in distortion or damage to the internal spring system and may affect a guarantee or warranty claim where the support system has caused or contributed to the failure.
Foam Mattresses
Foam mattresses may generally be used on conventional mattress bases as well as suitable slatted bases, provided that the base is structurally sound and provides adequate and even support.
Where a specific mattress model has additional manufacturer support requirements, those instructions must always be followed.
Mattress Rotation & Turning
Regular rotation and, where applicable, flipping of your mattress is an important part of mattress care and is required to promote even wear and maintain the performance of the mattress.
No-turn mattresses must be rotated every 30 days from head to foot. Although these mattresses do not need to be flipped over, regular head-to-foot rotation helps ensure that the same areas of the mattress are not continuously subjected to concentrated body weight.
Dual-sided mattresses must be rotated and flipped every 30 days. The mattress should be alternated between head and foot positions while also being flipped onto the opposite sleeping surface every 30 days to promote even wear across both sides of the mattress.
Failure to rotate and/or flip the mattress every 30 days may result in uneven or premature wear and may be taken into consideration during a guarantee or warranty assessment where it has caused or contributed to the reported problem.
Customers are encouraged to maintain a regular 30-day rotation schedule from the date of delivery.
Normal Body Impressions
Mattresses contain comfort layers designed to conform naturally to the body during normal use.
Over time, some settling and body impressions are normal and do not necessarily indicate that a mattress is sagging or structurally defective.
Body impressions of approximately 30–40 mm may be considered a normal characteristic of mattress comfort layers depending on the mattress construction and manufacturer specifications.
Any complaint relating to excessive sagging will therefore be assessed according to the design and specifications of the individual mattress.
Physical Damage, Misuse & Excessive Wear
Mattress guarantees and warranties are intended to cover qualifying defects in materials and workmanship.
Damage resulting from circumstances unrelated to defective materials or workmanship may not qualify for guarantee or warranty cover.
Examples include:
Using an unsuitable or damaged mattress base
Using a spring mattress on a slatted base
Bending or folding the mattress
Physical damage or abuse
Excessive or abnormal concentrated wear
Failure to rotate or flip the mattress every 30 days
Liquid or moisture damage
Damage caused by incorrect cleaning products or chemicals
Improper handling, storage or transportation
Damage occurring after the mattress has left the supplier’s control
The cause of any reported mattress failure will be determined through the manufacturer’s inspection process.
Mattress Labels
Manufacturer identification, model and warranty labels attached to the mattress must not be removed, altered or damaged.
These labels contain important information required to identify the mattress, determine its production details and process a guarantee or warranty claim.
Removal or damage to these labels may affect the manufacturer’s ability to assess the claim.
Proof of Purchase
Customers are strongly encouraged to retain their original purchase invoice for the duration of the applicable guarantee and warranty period.
The invoice assists in confirming:
Original purchaser
Date of purchase
Mattress model
Purchase price
Applicable guarantee period
Applicable warranty period
A copy of the original invoice or other acceptable proof of purchase may be required when lodging a guarantee or warranty claim.
What Is a Mattress Guarantee?
A mattress guarantee is the initial period during which the manufacturer provides cover for approved manufacturing or material defects.
The guarantee period differs between mattress models.
All guarantee claims remain subject to the applicable mattress care requirements and manufacturer inspection process.
What Is a Mattress Warranty?
A mattress warranty continues after the guarantee period has expired.
During the warranty period, an approved repair or replacement may become subject to a pro-rata service charge based on the age of the mattress, the total warranty period and the current recommended retail price of the applicable or equivalent mattress.
The standard pro-rata calculation is:
Years Used ÷ Total Warranty Years × Current Retail Price = Customer Contribution
Example
If a mattress carries a 20-year warranty, has been used for 5 years, and the current recommended retail price of the applicable replacement mattress is R10,000:
5 ÷ 20 × R10,000 = R2,500
The customer’s pro-rata contribution would therefore be R2,500.
As the mattress becomes older, the customer’s contribution increases proportionally according to the remaining warranty period.
Guarantee & Warranty Claim Process
When lodging a mattress claim, the following process will generally apply:
Contact the Beds4U store where the mattress was purchased or email info@beds4u.shop.
Supply your original invoice or acceptable proof of purchase together with photographs and a description of the reported problem.
Your claim will be submitted to the applicable manufacturer.
Where required, the mattress will be collected or physically inspected by the manufacturer or its appointed representative.
Where the mattress is being used on an independently supplied or existing base, the base may also be inspected to determine whether it complies with the support requirements of the mattress and whether it contributed to the reported failure.
The manufacturer will assess the mattress and determine the nature and cause of the reported issue.
Beds4U will communicate the manufacturer’s findings and advise the customer of the applicable next steps.
Please do not dispose of, alter, repair, deep clean or otherwise modify a mattress that is awaiting inspection unless instructed to do so.
Contact Us
For assistance with refunds, returns, guarantees or warranty claims, please contact:
Email: info@beds4u.shop
When submitting a claim, please include:
Full name
Contact number
Original invoice or proof of purchase
Delivery address
Photographs of the mattress
Description of the reported problem
We will assist you throughout the claim process and liaise with the applicable manufacturer where required.