Warranty & Guarantee

Sleep Republic Pty Ltd stands behind the quality and craftsmanship of our products. This warranty provides coverage against manufacturing defects and faulty materials, ensuring your investment in quality sleep is protected.

1. Warranty Coverage

1.1 Warranty Period

Mattresses: 1 to 12 years depending on model from date of delivery

1.2 Who Is Covered?

This warranty extends to the original purchaser only and is non-transferable. Proof of purchase (original sales receipt or order confirmation) must be retained and provided for any warranty claims. The warranty is linked to the email address and/or phone number recorded during purchase for identification purposes. A warranty clam may be rejected where a different email addresses / phone number is provided. Where the email address / phone number is different when making a warranty claim we reserve the right to request a copy of identification that matches the name on the original sales receipt or order confirmation.

1.3 What This Warranty Covers

This warranty covers defects in materials and workmanship under normal domestic use, specifically:

Manufacturing Defects:

·       Physical flaws causing foam, latex, or other materials to split or crack (not caused by misuse)

·       Springs or support systems that become loose, broken, or protrude through the mattress surface

·       Structural defects affecting the integrity and functionality of the product

Cover & Construction Issues:

·       Manufacturing defects in zipper assembly

·       Fabric tearing or unravelling due to faulty workmanship

·       Binding or border separation from manufacturing defects

Mattress in a box/bag:

·       Once fully uncompressed the mattress is shorter in length or width than Australian standard size by more than 30mm when measured from edge to edge.

·       The mattress fails to completely inflate to its full size after 30 days of regular use

Sagging & Body Impressions:

Visible indentation or sagging greater than 30mm in mattresses when measured with a straight edge across the surface, provided:

·        The mattress has been used with an appropriate foundation

·        The mattress has been properly maintained and rotated as specified

·        The indentation is not the result of natural settling of upholstery materials

Note: Body impressions up to 30mm are considered normal and result from upholstery materials settling and conforming to your body. Natural materials such as cotton, wool and silk will settle more than synthetic material such as polyester and foam. A small hump may occur down the centre of a Queen or King mattress if the centre area is not being used regularly. This does not constitute a manufacturing defect.

2. What This Warranty Does NOT Cover

2.1 Normal Wear & Characteristics

·       Normal softening or compression of comfort materials through regular use

·       Body impressions of 30mm or less

·       Natural variations in materials, colour, or texture

·       Small hump forming down the centre of a Queen or King mattress from the centre area not being used regularly

·       Creases in fabric from being compressed and rolled (Mattress in box/bag)

·       Minor cosmetic imperfections that do not affect functionality

·       Normal wear, fabric pilling or loose thread from regular use over time

2.2 Comfort Preferences

·       Changes in personal comfort preferences

·       Dissatisfaction with firmness level after purchase

·       Heat retention or temperature-related comfort issues

·       Dissatisfaction with the overall weight of the mattress

2.3 Damage from Misuse or Abuse

·       Burns, cuts, tears, punctures, or stains

·       Liquid damage of any kind

·       Damage from pets or pests

·       Damage from excessive physical use, including but not limited to, repeated high impact activities such as bouncing, jumping, wrestling, kneeling or standing on the mattress

·       Physical abuse or negligent handling

·       Exposure to extreme temperatures causing material damage

2.4 Improper Care & Maintenance

·       Failure to rotate mattress as recommended

·       Mould, mildew, or moisture damage

·       Unsanitary conditions including soiling from blood, urine, or other bodily fluids

·       Damage from improper cleaning methods

·       Odours resulting from poor maintenance

·       Handles being used to lift and carry the mattress. Handles are not weight bearing and are only to be used to adjust the positioning of the mattress on the base

2.5 Improper Foundation or Support

·       Damage resulting from use with inadequate or inappropriate bed base

·       Use with slat bases where gaps exceed 10cm uncovered or 15cm covered in strong material

·       Use with curved, posture, flexible or euro slat systems

·       Use with bases that sag, bow, or do not provide firm, even support

·       Bases without adequate centre support rail (required for Double, Queen, and King sizes)

2.6 Other Exclusions

·       Products purchased "as-is," “used” or from unauthorised retailers

·       Products used for commercial purposes (hotels, student accommodation, rentals, airbnb etc.)

·       Products that have been modified or repaired by unauthorised parties

·       Damage during delivery after customer acceptance

·       Tags or labels removed or defaced (may void warranty)

·       Comfort exchange or trial purchases (separate terms apply)

3. Foundation Requirements

To maintain warranty validity, mattresses must be used with proper support:

3.1 Slat Base Requirements

·       Maximum gap between slats: 10cm uncovered or 15cm covered in strong material

·       Slats must be smooth, splinter-free timber

·       Slats must not be loose and securely fastened

·       Solid centre support rail required for Double, Queen, and King sizes

·       Breathable insulating pad recommended between mattress and uncovered slats to minimise rubbing and wear and tear

IMPORTANT: Curved, posture, flexible or euro slat systems are not approved and may result in claims being declined where the base contribute to the fault.

3.2 Solid Platform Requirements

·       Minimum thickness: 2cm

·       Must have adequate ventilation holes for moisture dispersal

·       Must remain firm, flat, and supportive

3.3 Recommended Foundations

·       Sleep Republic bed bases (purpose-designed for our mattresses)

·       Quality ensemble bases with proper support

·       Platform beds meeting the specifications above

4. Care & Maintenance Requirements

4.1 Mattress Rotation

MANDATORY for warranty validity:

·       First Month: Rotate 180 degrees every 2 weeks

·       After First Month: Rotate 180 degrees once per month for the duration of the warranty period

Single-sided mattresses: Rotate head-to-foot only

Double-sided mattresses: Flip over AND rotate head-to-foot

Failure to maintain this rotation schedule may void a warranty claim where the issue relates to uneven wear or sagging.

4.2 Mattress Protector

A waterproof, breathable mattress protector must be always used to:

·       Protect against spills and stains

·       Prevent moisture accumulation

·       Maintain hygiene standards

·       Preserve warranty coverage

Failure to use a mattress protector may void the warranty or require a certificate of sanitation before a warranty claim can be initiated.

4.3 General Care

·       Keep mattress clean and dry

·       Ensure adequate room ventilation

·       Allow new mattress to air for 24-72 hours (normal odours dissipate)

·       Do not bend or fold the mattress

·       Use appropriate handles for positioning only. Handles are not designed for lifting or carrying and are not covered under warranty

5. How to Make a Warranty Claim

5.1 Claim Submission Process

Step 1: Complete Warranty Claim Form

Submit your claim via our online warranty claim form Below this page 

Step 2: Provide Required Documentation

·       Proof of purchase (original receipt or order confirmation)

·       Clear photographs showing:

o     The defect or issue from multiple angles

o     Product tag and labels

o     Measurement of any sagging or indentation (using straight edge)

o     Overall condition of mattress

Step 3: Written Description

Include detailed information about:

·       When the issue was first noticed

·       Description of the problem

·       Confirmation of care and maintenance compliance

Step 4: Assessment

We will review your claim within 5 business days and contact you with our decision and next steps. We may request extra information; timeframes can extend while awaiting materials or third-party inspections.

5.2 Contact Information

  Contact us

Business Hours: Monday-Friday, 9:00 AM - 5:00 PM AEDT. 

5.3 Our Right to Inspect

We reserve the right to:

·       Request additional photographs or information

·       Physically inspect the product before approving a claim

·       Require the product to be returned to our factory for assessment

6. Warranty Resolution

6.1 If Your Claim Is Approved

 At our discretion, we will:

·       Repair the defective product, or

·       Replace the defective product with the same or comparable model

We reserve the right to substitute materials of equal or greater quality if original materials are unavailable.

6.2 Transportation Costs

First 12 months: Sleep Republic Pty Ltd covers all pickup and delivery costs for approved warranty claims.

After 12 months: Customer is responsible for transportation costs to and from our facility. We can arrange a transport service at your expense if required.

6.3 Warranty Period Continuation

·       The warranty period does NOT restart with repairs or replacements

·       Coverage continues from the original purchase date

·       Repaired or replaced products are covered for the remainder of the original warranty period

7. Return Requirements

7.1Sanitisation Certificate

For health and safety reasons, any mattress returned under warranty that is visibly marked, soiled or stained must be professionally sanitised and cleaned before collection.

Requirements:

·       Cleaning must be performed by a reputable professional cleaning company

·       Certificate of sanitisation must be emailed to us BEFORE the scheduled pickup date

·       Mattress must be sealed in the plastic bag we provide

Failure to provide a sanitisation certificate for a mattress that is visibly marked, soiled or stained will result in warranty claim cancellation

7.2 Return Preparation

1. Upon claim approval we will mail you a plastic mattress bag and email a carrier dispatch label

2. Pack the mattress completely in the bag

3. Seal the open end with strong tape

4. Have the mattress ready at your front door on the scheduled pickup date. If your front door is upstairs/lift you will be required to bring the mattress down to the ground floor before collection.

8. Warranty Limitations

8.1 No Refunds Under Warranty

This warranty covers repair and replacement. Refunds are not provided under warranty terms except where required by Australian Consumer Law for major failures.

8.2 Consequential Damages

This warranty does not cover:

·       Inconvenience or loss of use

·       Removal or delivery costs beyond those specified

·       Damage to bedding, bed frames, or other property

·       Incidental or consequential damages of any kind

9. Holiday Period Processing

Christmas/New Year Period: December 1 - January 30

Warranty claims submitted during this period will be acknowledged but processed after January 30. We appreciate your patience during this time.

10. Australian Consumer Law

This warranty is provided in addition to your rights under the Australian Consumer Law and other applicable consumer protection laws.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This warranty does not limit or replace your statutory rights as a consumer. If you believe you have experienced a major failure as defined by the Australian Consumer Law, please contact us to discuss your options.

11. General Terms

11.1 Entire Agreement

These warranty terms constitute the entire warranty agreement between Sleep Republic Pty Ltd and the purchaser, superseding all prior verbal or written representations.

11.2 Modifications

Sleep Republic Pty Ltd reserves the right to modify these warranty terms at any time. 

11.3 Governing Law

This warranty is governed by the laws of Victoria, Australia, and subject to the jurisdiction of Victorian courts.

11.4 Severability

If any provision of this warranty is found to be invalid or unenforceable, the remaining provisions remain in full force and effect.

Quick Reference Guide

✓ Warranty Coverage Checklist

- [ ] Original purchaser with proof of purchase retained

- [ ] Mattress rotated regularly (every 2 weeks first month, monthly thereafter)

- [ ] Used with appropriate foundation

- [ ] Mattress protector used

- [ ] No stains, marks, burns, or physical damage

- [ ] Sagging exceeds 30mm when measured properly

- [ ] Within warranty period

Measuring Sagging Correctly

1. Remove all bedding and mattress protector

2. Place a straight edge (ruler, level, or board) across the sagged area

3. Measure the depth of the sag from the bottom of the straight edge to the lowest point

4. Take measurements in multiple areas and photograph with straight edge in place

5. Only sags exceeding 30mm are covered

Rotation Schedule Reminder

Thank you for choosing Sleep Republic Pty Ltd. We're committed to your comfort and satisfaction.