Congratulations on your purchase. Luxury Orthopaedic Beds are built by Furniture NZ Ltd in New Zealand. We offer a 10 year Manufacturers Warranty* on Mattresses (including 10yrs on the Spring System) and a 2 year Manufacturers Warranty on Bases & Headboards.

*10 year warranty valid from 20th July 2025 onwards, prior to this a 5 year warranty was in place.

Disclaimer: Please note that we do not have to provide a refund or exchange (unless under the 60 night comfort guarantee process) if you have changed your mind about a particular purchase, have chosen the wrong comfort level for your preference or chosen the wrong size or find your chosen purchase not suitable for your individual needs. So please choose carefully. It is important to note that a normal body takes 3 – 4 weeks to adjust to a new mattress.

What is Not Covered?

The Manufacturer's Warranty does not apply to:

• Stains, rips, tears or damage to the mattress, base or headboard fabric occurring after delivery or collection.
• Loose fabric stitching within a mattress, base or headboard unless we are notified within 48 hours of delivery or collection.
• Damage to the mattress, base or headboard resulting from abuse, misuse, neglect, accidental damage, normal wear and tear, or failure to follow the recommended care and maintenance instructions.
• Damage affecting the functionality or condition of the mattress, including (but not limited to) liquid or food contamination, smoke damage, water damage, burns, cuts, punctures, soiling, unsanitary conditions, or damage resulting from use on an unsuitable or insufficient bed base.
• Normal body impressions or settling of the mattress comfort layers that occur through regular use. Mattress comfort layers are designed to conform to the sleeper's body over time. Such settling is a normal characteristic of the product and does not, of itself, indicate a manufacturing or structural defect.
• Changes in personal comfort preference, including changes in the perceived firmness or feel of the mattress over time.
• Incorrect selection of mattress size or comfort level.
• Natural odours associated with materials used in the manufacture of the mattress, including natural Merino wool.
• Sheet fit or bed height preferences.
• Minor manufacturing irregularities that do not affect the performance or structural integrity of the product.
• Damage resulting from use without an appropriate foundation or bed base as recommended by the manufacturer.
• Damage to legs, headboards, fittings or hardware caused by incorrect installation, over-tightening, misuse or excessive force.
• Products found to be in an unsanitary condition or where staining, contamination or deterioration prevents the manufacturer from properly assessing the claimed defect.
• Products sold as "Used", "As-Is" or ex-display unless otherwise stated in writing.
• Products that have been opened, dismantled, independently inspected, repaired, modified or commercially cleaned by a person not authorised by the manufacturer.
• Damage reported after delivery or collection that should reasonably have been identified at the time the customer accepted the goods.
• Damage arising from moving, relocating or transporting the mattress, base or headboard after delivery, including damage occurring during handling, relocation or storage.
• Damage arising from improper transportation, handling or storage by the purchaser or any third party engaged by the purchaser.
• Where the product has been relocated from its original delivery address after delivery, any additional transport, freight, collection, inspection, delivery or return costs incurred solely because of that relocation. Where a warranty claim is accepted, the Manufacturer's Warranty will continue to apply in accordance with its terms; however, any additional costs resulting solely from the customer's relocation of the product will be the responsibility of the purchaser.

Warranty Claims Process

If you believe your Product has developed a manufacturing or structural defect during the applicable warranty period, please follow the steps below to enable the Manufacturer to assess your Warranty Claim.

1. You must be the original purchaser and be able to provide proof of purchase, including the original purchase date.
2. Please read this Warranty carefully to ensure you understand what is and is not covered.
3. Complete the online Warranty Claim Form.
4. Provide a detailed description of the concern together with clear photographs, videos and any measurements requested by the Manufacturer.
5. The Manufacturer may request additional information at any stage of the Warranty Claim process, including (but not limited to) additional photographs, videos, measurements, telephone discussions or video calls. Warranty Claims cannot be assessed until all information reasonably requested has been received. Failure to provide the requested information may delay or prevent assessment of the Warranty Claim.
6. The Manufacturer will assess the Warranty Claim based on the information provided. This assessment may include photographs, measurements, videos and any other information reasonably requested by the Manufacturer.
7. Where the Manufacturer considers it necessary, the Product may be required to be returned to the Manufacturer's factory for further inspection and assessment. The Manufacturer will determine whether a factory inspection is required, having regard to the nature of the concern raised and the information available.
8. Where a factory inspection is required, the customer will be advised in writing, before collection of the Product, of any inspection and freight charges that may become payable if the Manufacturer determines that no manufacturing or structural defect is present.
9. No inspection or freight charges are payable before collection unless the Product has been relocated by the purchaser after it was originally supplied.
10. For the purposes of this Warranty, a Product is considered to have been relocated where it has been moved by, or on behalf of, the purchaser from the location at which it was originally supplied.
11. Where the Product has been relocated from the location at which it was originally supplied, any additional transport, freight, collection, inspection, delivery or return costs incurred solely because of that relocation will be the responsibility of the purchaser. Where a Warranty Claim is accepted, the Manufacturer's Warranty will continue to apply in accordance with its terms.
12. If the Manufacturer determines that the Product has a manufacturing or structural defect covered by this Warranty, the Manufacturer will repair, replace or otherwise remedy the Product, as appropriate, in accordance with this Warranty and applicable New Zealand law. Any additional freight or transport costs paid solely because the Product had been relocated after it was originally supplied will be refunded.
13. If the Manufacturer determines that no manufacturing or structural defect is present following the factory inspection, the inspection and freight charges previously advised to the customer will become payable, in accordance with the terms advised before collection, before the Product is returned.
14. Where a mattress is found to be significantly stained, soiled or otherwise unsanitary, the Manufacturer's Warranty does not apply. Liquids, perspiration, body fluids or other contamination may penetrate the mattress and adversely affect the internal comfort layers, adhesives and other internal components. Once contamination has occurred, it is no longer possible to reliably determine whether any deterioration has resulted from a manufacturing defect or from the effects of the contamination. If the Manufacturer is unable to inspect a mattress because it is received in an unsanitary condition, any applicable return freight charges will remain the responsibility of the customer.
15. If the Manufacturer determines that the condition complained of is not covered by this Warranty, the customer will be advised of the outcome in writing.

1. Refund Policy

2. We do not provide refunds where you change your mind after purchasing, including where you have selected an incorrect comfort preference, mattress size, or later determine that your chosen comfort level or size does not suit your personal preference. Please choose carefully before making your purchase.

3. Where the goods supplied do not comply with the Consumer Guarantees Act 1993, we will meet our obligations under that Act.

4. Where a refund is provided under this Warranty or required by applicable New Zealand law, any applicable inspection, freight or service charges will be determined in accordance with the circumstances of the claim and the Consumer Guarantees Act 1993.

5. Refund / Exchange Disclaimer

6. Luxury Orthopaedic Beds does not provide medical advice or make representations that a particular mattress is suitable for an individual's medical condition, injury, pain, health concerns or physical requirements. Any information provided by Luxury Orthopaedic Beds is of a general nature only and is not intended to replace professional medical advice.

7. The selection of mattress comfort level, size and suitability remains the responsibility of the purchaser. Customers are encouraged to visit our showroom and trial the available comfort levels prior to purchase where possible. Customers who choose to purchase without first trying the Product do so at their own discretion.

8. Except where required by applicable New Zealand law or where a customer qualifies under our 60 Night Comfort Guarantee, no refund or exchange will be provided because the selected comfort level, firmness, feel or mattress size does not meet the customer's personal preference or expectations.

9. Warranty Disclaimer

10. This Manufacturer's Warranty is provided in addition to, and does not limit, any rights or remedies available to consumers under the Consumer Guarantees Act 1993 or any other applicable New Zealand legislation.

11. Where Products are acquired for business purposes, and to the extent permitted by the Consumer Guarantees Act 1993, the parties agree to contract out of the provisions of that Act.

12. Nothing in this Warranty is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under New Zealand law.

13. Where a Warranty Claim is accepted, the Manufacturer may repair or replace the Product, or provide another appropriate remedy in accordance with this Warranty and applicable New Zealand law.

14. To the maximum extent permitted by law, the Manufacturer will not be liable for indirect, consequential or economic loss arising from the use of the Product.

15. Except where required by law, the Manufacturer's liability in respect of any claim relating to the Product will not exceed the original purchase price of the Product.