Thank you for contacting Restwell Mattress Company. Restwell Mattress Company warrants that its sleep sets will be free from defects in material and workmanship as described in the Warranty and Mattress Care Brochure. This warranty applies to a mattress when purchased with a matching boxspring – if the mattress is on a boxspring other than a Restwell, the warranty is not valid and not applicable. (Mattresses that are placed directly on an approved platform base such as a captain’s bed or waterbed replacement will be honoured at full warranty). It is Restwell Mattress Company’s policy to deal quickly and effectively with any customer complaint or concern which results from a Restwell Product failure.
Many problems or complaints can be resolved by use of the solutions below. Please read the following before filling out the attached Customer Service Request Form.
Nature of Problem
Body impressions are a natural occurrence on a mattress, not a manufacturing defect. Body impressions less than 1 ½” in depth are within acceptable industry standards. These can be minimized by rotating the mattress end to end and/or turning over at least every 2 weeks for the first 6 months; once per month thereafter. If you own a Never Turn mattress, rotate it head to toe every 2 weeks for the first 6 months; once per month thereafter. King size mattresses can also develop a “hump” in the middle of the mattress as a result of body impressions – this can be a result of sleeping patterns. An effective solution to this problem is to rotate your mattress ¼ turn (so that the head and foot of the mattress are laying side to side) for one week every 6 – 8 weeks (as the mattress will overhang your boxspring slightly in this position it is not recommended that you sit on your mattress while in this position).
A sagging mattress can be a result of several factors. A mattress is designed for full performance when used in conjunction with a matching foundation. An old foundation may not be providing sufficient support – it may appear that your mattress is sagging when it is really the foundation, which supports the mattress. Inadequate centre support from the bed frame can also contribute to sag or “roll together”. Ensure that any Queen or King size set is placed on an approved bed frame with rigid centre support.
The Restwell warranty does not cover comfort preferences.
As all of Restwell products are made to order with new materials, you can expect your new mattress to have an odour for the first 2 weeks (approx). This can be minimized by stripping the bedding from the mattress daily and standing the mattress on it’s side – this will allow the mattress to air out. Opening the window or turning on a fan in the bedroom is also recommended.
Squeaks or Noise
Squeaks and other noise usually originate from the bed frame, headboard, or footboard. Remove the mattress and the foundation from the bed frame. Check the frame by pushing down in several locations to locate the noise. If the noise can not be located, replace the foundation on the frame and repeat the test. Finally, replace the mattress and repeat the test.
If none of the above address your situation, please make a photocopy of your proof of purchase (Store Invoice) and submit this with the Service Request Form which follows. Proof of purchase is required for the bed to be covered by the warranty. If you are unable to locate your proof of purchase please contact the dealer you purchased the bedding from. They may be able to retrieve records of your purchase. Restwell Mattress Company does not have consumer receipts.
If the bedding is returned after the no-charge repair or replacement period or if the warranty has expired, you can expect to pay a pro-rated usage charge. You are also required to arrange and pay for transportation to and from the Restwell Mattress factory.
Under the warranty guidelines, expect bedding of equal or better quality if identical materials are not available. There is no guarantee that the product you receive will have the same ticking (cover) or construction as your current mattress or foundation, especially if the replacement is being made several years after the original purchase.
Restwell Mattress Company does reserve the right to refuse service and void the warranty if the mattress and/or foundation is found to be in an unsanitary condition, abused, or damaged through accident or neglect. Restwell Mattress Company does not warrant that this product is suitable for any person’s medical condition. Restwell Mattress Company does not authorize any person to create for it any other obligation or liability in connection with product warranty.
If you read and understood the information above pelase proceed to the warranty form: