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 10 Year Warranty. The invoice received at the time of purchase will act as your warranty.

Your mattress was carefully handmade by a team of dedicated and skilled craftspeople, and was built to last for many years. If your Fawcett mattress fails at any time within two years of the original invoice date, we will repair or replace it at no cost to the original purchaser.

Mattress failures include but are not limited to: measurable impressions of 3 cm or more in a sleep surface area, poor craftsmanship or material failure.

The organic cotton that we use in our ticking does not contain synthetic fibers such as Lycra, polyester or nylon, and therefore may stretch slightly in high use areas. Over time natural Joma® wool may lose some of it’s loft. This should not affect the comfort of your sleep and will not deteriorate 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 a year. In the first year we would like to encourage you to flip and/or rotate your new mattress once every month.

It is important to have your Fawcett mattress on a well ventilated breathable surface or slatted bed support system. We all exhaust water vapour while we are sleeping, up to a liter each night. Some of this water vapour can be absorbed by your mattress. This moisture naturally dissipates with proper ventilation at regular room temperature.

Excessive room humidity slows down this process and may promote mould growth. To maintain a healthy and trouble free mattress, we recommend reaching an ambient room temperature which exceeds 20 degrees Celsius for a period of at least 12 hours each day. Failure to follow these guidelines may result in your warranty being voided.

A proper “mattress support system” is very important for maintaining the integrity of your mattress. If the mechanism below your mattress is not flat and supportive, your mattress will likely sag into any valleys or low points, and this will result in the appearance of a failing or sagging mattress! But instead, in many cases it is the lower ‘box spring’ or other support system which is failing to provide adequate support. 

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.

We don't believe in 100 night 'guarantees' as most of those returns end up in landfills or at best, recycled. This strategy is terribly wasteful and environmentally destructuive.

We want you to be thrilled with your new mattress. The best way to avoid comfort issues is for you to spend as much time as possible in our showroom trying out the various models and firmnesses before placing your order.

Your body can take 2 to 4 weeks to adjust to a new mattress. Please take this time to adapt and to truly assess your requirements. What you experience in the first few days of sleeping on your new mattress could be very different from what you experience after giving yourself time to attune to this new sleep surface.

If after 25 to 100 days you feel that a change is needed, we are here for you. Be it more firmness or more softness – we offer a flat fee of $299 to exchange your mattress for a new one. That fee includes pickup of your existing mattress and delivery of the new one in greater Victoria and the Nanaimo area.

You may also upgrade your mattress to a higher priced model within the first 100 nights of having the mattress in your home, just by paying the difference in price.

Please speak with any of our sales 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!

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.