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Luxury Orthopaedic Beds Ltd - 5 Year Warranty

Congratulations on your purchase. Luxury Orthopaedic Beds are built by Furniture NZ Ltd in New Zealand. We offer a 5 year Manufacturers Warranty on Mattresses (10yrs on the Spring System) and a 2 year Manufacturers Warranty on Bases & Headboards.

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.

Warranty Claim

What does the Warranty Cover?

  • Faulty Bed Frame Structure
  • Faulty Drawers & Runners
  • Faulty Glider Legs
  • Faulty or Defective Comfort layers; for example Foam Indentations outside of expected performance standards.
  • Faulty Headboard Frame Structure.

*Please Note: Loose Fabric Stitching on Mattresses, Bases & Headboards or Damaged Legs & Headboard bolts are not covered under warranty unless supplied in defective condition and we are notified of defects within 48hours of delivery/collection.

What is not Covered?

  • Stains, Rips or Damage to the Mattress, Base & Headboard Fabric that occurs after delivery/collection.
  • Loose Fabric Stitching within a Mattress, Base or Headboard, unless we are notified within 48hours of delivery/collection.
  • Any Damage to the Mattress, Base or Headboard due to abuse, misuse, normal wear and tear or failure to care for the product as per recommended care and maintenance instructions.
  • Any Damage that affects functionality of the mattress, including but not limited to; liquid/food stains, smoke or water damage, soiled or unsanitary marks, burns, rips, tears or damage from an insufficient base.
  • Normal body impressions that have developed on your mattress. The mattress has a 'break in' period where it is natural and expected for the comfort layers to conform to your body's natural contours and weight developing indentations where you sleep. Essentially allowing the mattress to contour and individualize itself to you, this is perfectly normal and is not covered under warranty.
  • Change in personal comfort preferences, eg failure of a mattress to satisfy these or personal choice resulting in a product being not suitable for your needs.
  • Incorrect choice of mattress; including but not limited to mattress size or comfort level.
  • Change in comfort/firmness preference. If over the course of use you find you are not sleeping well or enjoying your mattress due to a firmness or feel issue, this is not covered by the warranty.
  • Odour: your mattress contains Natural Merino Wool which is likely to have an odour (sometimes this odour may be incorrectly interpreted). This is a natural odour from the wool product. Displeasure from an odour within your bed is not covered under warranty.
  • Sheet Fit or Incorrect bed height.
  • Small manufacturing irregularities that do not affect the performance of the bed.
  • Mattress Damage resulting from use without appropriate bed base/foundation as outlined in FAQs.
  • Damage to Legs caused by incorrect installation, or used without being secured tightly.
  • Damage to Headboard/Headboard bolts caused by incorrect installation, bolts being over tightened, or excessive pressure/weight being applied to the headboard.
  • Products found in unsanitary condition, soiled or stained mattress, or product failure found to be due to causes other than defective workmanship or materials.
  • Beds that have been sold as “USED”, “AS-IS” or floor-model. Unless otherwise stated.
  • Products that have had components opened, independantly inspected, repaired or commerically cleaned by a non-approved third party will void warranty.
  • Any claims for damage to the Mattress, Base or Headboard after delivery/collection that is not reported at time of delivery or pick up. Please ensure all goods are thoroughly inspected at time of delivery or pick up prior to ownership being transferred.
  • Damage to the Mattress, Base or Headboard arising from shifting, or moving the bed. EG if you tear the seems while rotating a mattress, changing the sheets, moving a bed to vacuum/clean, or moving the bed in general.
  • Damage to the Mattress, Base or Headboard due to incorrect personal transportation or beds transported off the mainland of the North Island of New Zealand.
  • Costs for Transporting, inspecting or removing a damaged product, excluding products received faulty/damaged upon arrival.

Warranty Claims Process:
If you observe a defect during the warranty period, the manufacturer (at their discretion) will repair, replace or refund the defective mattress and/or foundation/headboard within a reasonable period of time. In order for this warranty to be valid, and to obtain performance under this warranty, please follow the steps below:

  • You must be the original purchaser and be able to provide proof of purchase, including purchase date.
  • Ensure you have read and understood all points of your warranty, including areas that are and are not covered by the Manufacturer's Warranty.
  • Complete the 'Warranty Claim' form in the link provided above.
  • In order for us to assess your warranty issues, you will need to provide a detailed description of the fault and send photos/videos of the faulty product as requested. We may request additional information from you including but not limited to; additional photos, videos, phone calls or video calls.
    Please note: We will not asses any claims unless the process is followed clearly and exactly, including providing any additional information as requested.
  • An appointment via video call or zoom or home inspection may be requested to assess your concerns further if required (at the manufacturer's discretion, and dependant on the nature of the concern raised).
  • The Manufacturers will assess the product’s fault to their full ability, if the fault is certified to be caused by faulty workmanship or materials, the product will be repaired/replaced or refunded at our discretion.
  • In some cases, an inspection by the manufacturer at the factory may be necessary. Where an inspection is necessary, a service fee and freight fees may be applicable. If any of these fees are applicable, they will inform you of that befoe confirming collection of the good. Where the item is deemed by then to have a manufacturing fault, any fees will be refunded in full.
    Please note: During any point of the process, if a mattress is found to be stained, marked or soiled. The investigation/inspection will seize and your warranty will be deemed void. Liquids can wear down comfort layers/springs and cause them to deteriorate faster than otherwise expected, affecting your warranty. If the manufacturer is unable to inspect a mattress due to being received in unsanitary conditions, a return freight charge will apply and be quoted based on location.
  • Should the Manufacturer not deem a fault to be covered under warranty, a letter will be sent to advise you of such outcome, and further solutions may be offered within the following conditions:

    1. Transportation and Inspections costs payable up front.
    2. Mattresses must be wrapped and secured ready for transportation to the manufacturer.
    3. Upon further inspection, the fault is found to be covered under warranty the manufacturer will either repair/replace or refund (at their discretion) and any delivery/inspection fee charged will be refunded.
    4. If no fault is found, an additional return delivery fee will need to be paid within 14 days of the received warranty claim outcome.

  • Replacement of material under warranty could be limited to faulty material/parts only, while every effort will be made to replace with identical materials originally used in construction of the product. If identical materials are not available the manufacturer reserves the right to substitute material of equal or higher value.
  • Upon inspection of your warranty claim we reserve the right to refuse service if the bed is found to be in an unsanitary condition.
  • Under Health & Safety Guidelines the warranty will be void if there are any stains on the mattress. Liquids can wear down comfort layers/springs and cause them to deteriorate faster than they otherwise would.

Refund Policy:

  • We do not provide a refund if you change your mind after purchasing, including incorrect comfort preference/size or find your chosen preference/size not suitable so please choose carefully. If the goods we supply do not meet a consumer guarantee, we will meet our obligations under the CGA to provide a remedy.
  • Any refunds are at our discretion and could incur a booking fee of 10% of the purchase price. You may also incur a return freight charge.
  • If you have received the goods purchased damaged, faulty or defective in any way, notification of the fault must be made to the freight company at time of delivery or Luxury Orthopaedic Beds Ltd at the time of pick up

Refund/Exchange Disclaimer:

    We do not offer specific recommendations on bed suitability for our customers or their individual needs. Nor do we advocate that our bed is particularly suitable to an individual's medical needs or concerns within their body or that our bed will fix any ailments or relieve any issues/pain. Any information provided is for informative purposes only. Individual preference of mattress comfort level is entirely up to the customers choice. It is also entirely the choice of the customer whether they decide to purchase sight unseen. Opportunity to view and try beds to confirm an individuals preferred comfort level is available at our warehouse which is open 6 days a week. No exchange or refunds will be given for change of mind or incorrect choice of mattress comfort level.

    Warranty Disclaimer:

    • In respect of any products supplied to a buyer registered in New Zealand: to the extent the products are acquired by the buyer for business purposes the Consumer Guarantees Act 1993 ("CG Act") does not apply;
    • the buyer agrees to indemnify the seller against any liability or cost incurred by the seller under the CG Act as a result of any breach by the buyer of its obligations under the CG Act to any person; and
    • nothing in these terms is intended to have the effect of contracting out of the provisions of the CG Act except to the extent permitted under that Act.

    In the event of any claim under these terms at the seller’s discretion products may be repaired or replaced or the price refunded. These are the sole remedies available to the buyer for default by the seller under these terms.

    In any event, the seller’s liability arising out of any claim or otherwise under these terms will not exceed the price of the products. No claim may be made against the seller for consequential damages or loss of profits. The only guarantees agreed to by the seller are those confirmed by the seller in writing.