LIMITED WARRANTY – MATTRESS & BASE

Serenelife New Zealand Ltd

Serenelife New Zealand Ltd beds are designed and built to the highest standards. We offer 5-10 year limited warranty on the mattresses & Bases against faulty materials or a manufacturing defect from the date of purchase. During this period if  New Zealand Serenelife is satisfied that the materials or workmanship are faulty it will repair or replace the products at its discretion.

Please note that a normal body needs 3 – 4 weeks to adjust to a new mattress, especially if a person is replacing a mattress after long use.

What the Warranty Covers:

  • Broken or loose support elements.

  • Wires that are loose, broken or protruding through the fabric.

  • Body indentations of over 35mm.

  • Loose grid top.

  • Faulty bases/drawers.

Warranty Conditions:

  • The warranty does not extend to normal wear and tear or damage caused by abuse, misuse or negligence.

  • Serenelife reserves the right to refuse to service a mattress when it is found to be in an unsanitary condition or when product failures are found to be due to factors other than faulty workmanship or materials.

  • Serenelife advises that a mattress protector should be used at all times. Liquid spills can permanently damage the mattress from inside which will void the warranty.

  • Serenelife reserves the right to substitute alternative/identical materials if the original is no longer available.

  • Any defect in the fabric should be brought to the notice of the retailer within two weeks of purchase. Beyond this, fabric warranty will not be eligible as it would be considered as “wear & tear”.

The Warranty Does Not Cover:

  • Small manufacturing irregularities that do not affect the performance of the bed.

  • Normal body indentations of up to 35mm for mattresses with pillow-top / Euro top or Box top and 25mm for all standard mattresses.  This can be measured by removing all sheets and placing a straight edge, such as a flat stick, across the mattress and then measuring the gap between the stick and the surface of the mattress.

  • Stained Mattresses - Mattresses or foundations displaying stains or soil that reasonably indicates the presence of potentially dangerous bodily fluids, bloodborne pathogens or other substances which may damage the fabric or foams.

  • Damage of mattress or foundation due to abuse.

  • Damaged edge supports due to a mattress not being transported flat or vertical.

  • Mattress damage or comfort issues due to incorrect base or insufficient support (where the customer has used their own base or bed frame).

  • Beds sold “as is” or “floor model” will have Limited One Year warranty only on Foundation and Foams. Fabrics or stitching will not be covered under warranty.

  • Beds purchased from non-authorized retailers or establishments and products received as promotional gifts or giveaways.

  • New bed smell/odour, comfort preference, sheet fit or bed height.

  • Handles where applicable (they are designed for positioning of the mattress but not take the weight of the mattress).

  • Threads pulling out over a period of time are not covered under warranty as it comes under normal wear & tear.

  • The warranty is limited to the original purchaser only and is not transferable.

Warranty Process:

  • To make a warranty claim you must be able to provide proof of purchase, including purchase date, and be the original purchaser.

  • Contact the retailer where you purchased the products from OR the nearest retailer with details of the fault. Contact at info@serenelifebeds.co.nzif you are unable to locate the nearest retailer.

  • The retailer may ask you for some pictures of the faulty product where the fault is visible. The retailer may also request you for an appointment to get the mattress inspected (if required).

  • Serenelife provides a return to base warranty which means that transportation costs are the responsibility of the purchaser.

  • However, if a genuine fault is detected within the first year of purchase, the freight liability will be of the manufacturer. The customer may use the services of retailer for free transportation or use a manufacturer authorized freight carrier and the freight cost would be reimbursed.

  • An incorrect choice of mattress does not constitute a manufacturing fault. Retailers may offer a comfort warranty at their own discretion. Customers are advised to claim comfort issues directly with a retailer based on their sales policy.

  • After the product has been inspected at Serenelife and the fault is certified to be caused by faulty workmanship or materials, we will repair or replace your product at our discretion.

  • Replacement of material under warranty could be limited to the faulty ingredient and not for the whole product.

Care and Maintenance 

  • Air the mattress occasionally. Remove all bedding and let the mattress be aired for 6-7 hours. This will help to keep your mattress clean and dry.

  • Do not try to fold your mattress as it will damage the springs.

  • Do not jump on Mattress as abuse is not covered in Warranty.

  • Do not lift mattress all by yourself as it could result in an injury.

  • Please do not lift your mattress using side Handles (where applicable). Side Handles are just for help in rotation and are not covered under warranty.

  • Children should not play with tags and other accessories on the mattress.

  • Always keep your Mattress protected with a quality Mattress Protector to maintain it stain-free, clean & dry.

  • A faulty base can void the warranty of your new mattress. Serenelife advises using a new Serenelife base or a good quality new bed frame for warranty and shape protection of the mattress.

  • Complement your sleep quality with a right pillow. A wrong choice of pillow will adversely affect sleeping comfort.

  • Rotate your mattress every two months. This is essential to ensure uniformity in wear & tear.

  • Check your bed’s base castors or Leg Glides regularly, if loose please tight it.

  • Do not saturate fabric with water or other cleaning liquid.

  • Never eat or Smoke on your bed.

HEADBOARDS

Serenelife Head Boards are protected with a limited warranty of 24 months on a frame and & 6 months on the Fabric.

 

What the Warranty Covers:

 

Any manufacturing defect in the headboard frame

Any fault in the fabric. In case of any fault in stitching, please notify the retailer in the first two weeks of purchase as a stitching issue beyond 2 weeks would be considered as regular “wear & tear”

 

Warranty does not cover:

 

  • Broken headboard frame due to mishandling or misuse.

  • Stitching issues reported after 2 weeks of purchase.

  • Threads pulled out as regular wear & tear.

  • Stains / cuts / lint formation on fabric.

Warranty Conditions:

  • The warranty does not extend to normal wear and tear or damage caused by abuse, misuse or negligence.

  • Serenelife reserves the right to refuse to service a product when it is found to be in an unsanitary condition or when product failures are found to be due to factors other than faulty workmanship or materials.

  • Serenelife reserves the right to substitute alternative/identical materials if the original is no longer available.

Warranty Process:

  • To make a warranty claim you must be able to provide proof of purchase, including purchase date, and be the original purchaser.

  • Contact the retailer where you purchased the products from OR the nearest Serenelife retailer with details of the fault. Contact Serenelife at info@serenelife.co.nz if you are unable to locate the nearest retailer.

  • The retailer may ask you for some pictures of the faulty product where the fault is visible. The retailer may also request you for an appointment to get the product inspected (if required).

  • Serenelife provides a return to base warranty which means that transportation costs are the responsibility of the purchaser.

  • However, if a fault is detected within three months of purchase, the freight liability will be of the manufacturer. The customer may use the services of retailer for free transportation or use a manufacturer authorized freight carrier and the freight cost would be reimbursed.

  • After the product has been inspected at Serenelife and the fault is certified to be caused by faulty workmanship or materials, we will repair or replace your product at our discretion.

  • Replacement of material under warranty could be limited to the faulty ingredient and not for the whole product.

 

Care and Maintenance 

Lift with care. Do not try to lift a headboard all by yourself as it may result in an injury.

Always clamp the Head Board properly with the bed base or the wall (as applicable) as losing headboard may fall and cause injuries.

Maintain the fabric or other covering material by regular use of lint remover/cleaner.