All Fawcett mattresses are covered by a 2 year non-prorated warranty followed by an 8 year prorated warranty. The invoice you received at the time of purchase will act as your warranty.
Most mattress companies have complicated warranties that are full of small print and confusing legal jargon, but we want to keep it simple: 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: visible impressions of 3 cm or more in any given area, seam failures and faulty springs. If your mattress fails after the first two years, it is covered by a 12%/year prorated warranty for up to ten years.
We will provide complimentary pickup and return delivery for any mattress requiring warranty work within 30km of Victoria BC. For those outside greater Victoria, the client is responsible for shipping and delivery fees.
Your warranty is void only if the mattress has been obviously abused or neglected in any way. If a mattress has a failure and the cover is stained, burned or damaged, we will repair the mattress but you will be responsible for the replacement cost of the cover (including labour and materials).
We take great pride in the mattresses we make and guarantee our workmanship, and we welcome you to get in touch with us if you are dissatisfied with your mattress.
We want you to be thrilled with your mattress, and the best way to make sure of this is for you to spend as much time as possible in our showroom trying out the various models and firmnesses. We strive to provide our clients with the best possible night’s sleep and encourage you to really take your time when selecting a mattress.
Even with multiple visits to the showroom we understand that in some cases a client may sleep on their new mattress a few times before realizing it isn’t quite right, and is either too soft or too firm for their liking. For this reason we offer a comfort exchange on some of our models at a cost to the client..
The fine print: Because of the way our mattresses are built, we are only able to offer comfort exchanges on our model one and model nine mattresses. If after a reasonable amount of time you find that you require a different firmness on your model one or model nine, we will gladly make the necessary adjustments.
The cost will vary depending on each situation, but as an example, the local pick up, delivery and comfort exchange of a queen sized model one mattress would cost approximately $275. This price includes a driver and helper in our delivery vehicle, as well as shop time and materials for the mattress core exchange. Estimates will vary based on location, mattress model, required shop time and materials. If you are concerned about this potential cost, please ask for an exact price quote when ordering your mattress.
Your mattress was carefully made by a team of dedicated and highly skilled craftsmen and was built to last for years to come. If you have purchased one of our flip models we recommend you flip and rotate your mattress every two months to disperse wear patterns. Non-flip models should be rotated with the same frequency.
One of the best ways to care for your Fawcett mattress is by investing in a high quality, machine washable mattress protector. It will keep your mattress free from stains while also acting as a temperature regulator and a barrier against moisture, allergens and dust mites.
Should your mattress need it, spot cleaning can be done with a mild detergent and a clean cotton cloth dampened with cold water.