Warranty

Fawcett Warranty

Warranty

Most mattress companies have complicated warranties that are full of small print and confusing legal jargon, but we want to keep it simple.

Fawcett mattresses are covered by a simple 10 Year Warranty. The invoice received at the time of purchase will act as your proof of warranty. This warranty is non-transferable. If your Fawcett mattress fails within 10 years of the original invoice date, we will repair or replace it at no cost to the original purchaser. Mattress failures include: measurable impressions of 3 cm or more in the sleep surface area and material failure that is not purely cosmetic. In some cases video or images may be utilized in conjunction with our team to determine if a mattress is eligible for a warranty claim.

However, in the event we are not able to verify a warrantable defect remotely, the customer is then obligated to return the mattress to Fawcett Mattress at their expense for our personnel to inspect and verify any manufacturer’s defects.

In respect of pillows, protectors, duvets, sheet sets, and all other bedding accessories, in order to act on a warranty, the manufacturer's defect must be verifiable. The onus is on the customer to provide images or other means of verifying the defect. In the event that the defect is not verifiable remotely, the customer must send the product back to Fawcett for inspection and verification of the defect. General wear and tear, nor abuse of a product such as drying under high heat, does not qualify a product for a warranty claim.

Mattress Rotation

The organic cotton that we use in the sleep surface of your mattress is a non-elastic, natural material and therefore may stretch slightly in high use areas. Natural Joma® wool may lose some of its loft over a period of time. This will not affect the comfort of your sleep and will not diminish your mattress’ serviceability. It's simply a characteristic of the natural materials used. To minimize this effect we recommend rotating and/or flipping your mattress two to four times per year. In the first year we encourage you to flip and/or rotate your new mattress once every month.

Support System

Your new mattress is intended to be placed on a well crafted and purposefully built slatted bed frame, solid base or box-spring. The mattress base has to be able to provide adequate ventilation and support to you and your mattress. The average adult may exhaust as much as a kilogram of water vapour per night. Some of this vapour is absorbed by your mattress. This moisture naturally dissipates with proper ventilation at regular room temperature. Excessive room humidity (over 60%) slows down this process and may promote mould or mildew growth. We recommend reaching a room temperature which exceeds 20°C for a period of at least 12 hours each day. If you are uncertain whether your sleep environment is well suited for a natural Fawcett mattress or have any other questions regarding your warranty please contact one of our sales representatives. Unfortunately, failure to adhere to these guidelines may result in your warranty being voided.

If you are uncertain that your sleep environment is well suited for a natural Fawcett mattress or have any other questions regarding your warranty please contact one of our sales representatives.

There are no refunds for our mattresses. The logic behind this is that everyone needs a mattress to sleep on, so we developed a "comfort exchange" as noted below.

Comfort Exchange

We want you to be thrilled with your new mattress and have a wonderful restful sleep. However, if you find that your mattress is not meeting your expectations regarding comfort or firmness level we have a few solutions for you.

Note, it may take your body 2 to 4 weeks to adjust to your new bed. What you experience in the first few days could be very different from what you will experience after giving yourself some time to acclimate.

Mattress Too Firm?
In the case where you find your mattress too firm, one of the best ways to improve upon your comfort level is an addition of a mattress topper. We can provide a significant discount to help get you comfortable. Toppers can be exchanged or refunded within 30 days of purchase, as per the terms of our refund policy.

If an additional mattress topper is not a suitable solution you are able to exchange your mattress for the same model of a different firmness or configuration. If you are able to return your existing Fawcett Mattress to a Fawcett retail location, then we will waive the fee and the comfort exchange will have no cost to you.

For areas within 30km of a Fawcett retail location, we can arrange delivery of the comfort exchange mattress, along with the pickup of the original mattress for $99.

If you live more than 30km of a Fawcett retail store, and you are not able to return the original mattress to us, then we coordinate pickup of the first mattress, and will provide a new mattress in a different firmness for a fee of $499 including shipping.

If you would like to upgrade your mattress to a more expensive model, you are responsible for any difference in price.

For situations where you may have purchased a mattress and a topper, and need a change in firmness to the topper only then this scenario will apply: If you are able to return the topper to a Fawcett retail location, and pickup the replacement we will waive the $99 fee. However, included in the $99 comfort exchange fee for topper exchanges in remote destinations, we will send a return shipping label for the topper, and we will ship the new topper to you, at our expense.

These options are available to you for a period of up to 100 days from the date of original delivery and are contingent on the use of a high quality Fawcett or similar new mattress protector. One comfort exchange is permitted. There are no refunds on mattress sales. If you would like more information simply reach out and we will do our best to clarify.

Please speak with any of our team if you would like to know what options are available within your first 100 nights of sleeping.

We are committed to making you comfortable!

Note. Any mattresses listed on our Garage Sale product page are not eligible for a comfort exchange. All sales are final for Garage sale items.

If you would like to start a comfort exchange please fill out our Comfort Exchange Request form.

Care Instructions

One of the best ways to care for your Fawcett mattress is by investing in a high quality, machine washable mattress protector. It will extend the life of your mattress and keep it free from stains, while also acting as a temperature regulator and a barrier against moisture, allergens and dust mites.

To ensure maximum longevity and freshness of your mattress, it must be located on a ventilated and breathable support system and be located in a heated room.

Should your mattress need it, spot cleaning can be done by dabbing with a mild detergent and cold water on a clean cotton cloth. We also recommend occasional vacuuming of your mattress.