Warranty

Fawcett Warranty

Mattress 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. 

 

Mattress sizes are approximate. The measurements should be within 1.5 inches in either length or width and within 1 inch of the advertised height. A mattress that is marginally larger or smaller is normal throughout the industry and doesn't invoke a warranty claim.

 

Manufacturer Defects

• The defect must be verifiable through images or inspection

• If the defect cannot be verified remotely, the customer must return the item to Fawcett for inspection.

• General wear and tear or misuse (e.g., drying under high heat) is not covered

• Loose threads or purely cosmetic items but do not impact the functionality of the product are not eligible for warranty.

• If the product can’t reasonably be repaired, replaced, or is no longer available, Fawcett may issue a store credit

 

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. 

Topper Warranty

Fawcett Latex Toppers are backed by a straightforward 5 Year Warranty and a 30 Night Comfort Guarantee. If your topper is not the right comfort, it may be returned or exchanged within 30 nights. Returns are subject to the customer covering the cost of return shipping to the nearest Fawcett Mattress location. Your original invoice serves as your proof of purchase and warranty. This warranty applies only to the original purchaser and is non-transferable.

 

If your topper experiences a manufacturing defect within five years of the original purchase date, we will repair or replace it at no cost. Warrantable defects include permanent body impressions measuring 3 cm or greater that are not associated with an unsupportive mattress, as well as material failures that affect the functionality of the topper and are not purely cosmetic. To determine warranty eligibility, we may request photographs, videos, or additional information before approving a claim.

 

Natural latex is a flexible material, and slight size variations are normal throughout the industry. Topper dimensions are considered acceptable if they are within 1.5 inches of the advertised length or width and within 1 inch of the advertised height. These normal manufacturing tolerances do not qualify for warranty replacement.

 

All warranty claims must be verifiable through photographs, video, or inspection. If we are unable to verify the defect remotely, the topper must be returned to Fawcett Mattress for inspection at the customer's expense. The warranty does not cover normal wear and tear, damage caused by misuse or improper care, damage resulting from excessive heat, improper washing or drying, or cosmetic imperfections such as loose threads that do not affect the functionality of the product. If a product cannot reasonably be repaired or replaced, or is no longer available, Fawcett Mattress may issue an in-store credit at its discretion.

 

The organic cotton fabric used in your topper is a natural, non-elastic material and may relax slightly over time in higher use areas. This is a normal characteristic of natural materials and does not affect the comfort or durability of your topper. To promote even wear, we recommend rotating and/or flipping your topper every two to four months. During the first year, we recommend rotating and/or flipping your topper once per month.

 

Your topper should always be used on a supportive mattress that is placed on a properly constructed slatted foundation, solid platform, or box spring. Natural latex requires adequate airflow to properly dissipate moisture. High humidity levels above 60 percent may contribute to mould or mildew growth and are not covered under warranty. We recommend maintaining a room temperature above 20°C for at least 12 hours each day to help moisture evaporate naturally. Failure to provide proper support or ventilation may void your warranty.

Bedding Warranty

Fawcett pillows, protectors, duvets, sheet sets, and bedding accessories are covered by a 3 Year Manufacturer's Warranty against manufacturing defects. Your original invoice serves as your proof of purchase and warranty. All bedding products are personal use items and cannot be returned once used unless a manufacturer's defect has been confirmed.

 

Warranty claims must be supported by photographs or other evidence that allows us to verify the defect. If we are unable to verify the issue remotely, the product must be returned to Fawcett Mattress for inspection at the customer's expense.

 

This warranty does not cover normal wear and tear, damage caused by misuse or improper care, damage resulting from washing or drying contrary to the care instructions, or cosmetic imperfections that do not affect the performance of the product. If a product cannot reasonably be repaired or replaced, or is no longer available, Fawcett Mattress may issue an in store credit at its discretion.

Furniture Warranty

Bamboo Furniture
Fawcett Mattress will assist the original purchaser with any warrantable manufacturer defects in construction or workmanship for 12 months from the date of delivery. At our discretion, we will repair, replace, or refund the original purchase price of any product found to be defective under the terms of this warranty. 

 

This warranty applies under normal residential use and does not cover normal wear, fading or colour variation of fabrics unless separately warranted by the manufacturer, damage resulting from improper assembly or disassembly by anyone other than Fawcett Mattress, misuse, abuse, negligence, accidental damage, exposure to the elements, failure to follow prescribed care and maintenance instructions, cosmetic damage, commercial or rental use, clearance or "as is" merchandise, or labour and freight costs associated with repairs. Repairs carried out without prior authorization from Fawcett Mattress are also not covered under this warranty.

 

Adjustable Bases
Adjustable bases are backed by the manufacturer's warranty, and Fawcett Mattress will gladly assist customers with applicable warranty claims for up to two years from the original purchase date. Warranty coverage and terms may vary depending on the manufacturer and model. If a warranty issue arises, our team will help guide you through the claim process and work directly with the manufacturer whenever possible to make the experience as simple and straightforward as possible.

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.

 

Price matching. Fawcett offers 30 day price protection on our own products in the case where we may have a sale after you purchase. We also offer price matching for the same, identical product found at a competitor, given the product is in stock, shipping and all other terms are the same, then we will meet that price. Any purchases that have already been completed, the difference in price is calculated and then we will issue you a "store credit" to your Fawcett Rewards account.

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.

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