What does the Guarantee cover?
This guarantee covers defects in materials and craftsmanship in the components of a Opulent Beds product during normal domestic use only.
It also covers the deterioration of mattresses. Deterioration that causes the mattress to have a visible indentation or sag equal to or larger than 2.5 inches (6 cm), as long as that indentation or sag has not resulted from use of the mattress on an unsuitable surface.
Other acceptable classification of the deterioration of mattresses includes any physical flaw in a mattress that causes the mattress material to split or crack. As long as the mattress has only been used for normal domestic use and has not been handled improperly, the guarantee is still valid.
In regards to Opulent Beds bed frames, divan beds, furniture, etc, the guarantee covers any fault or where the product has been used appropriately in domestic use.
What doesn’t the Guarantee cover/when does it become void?
The guarantee is void if the Opulent Beds product is found to have been mistreated / damaged, including causing splits, burns, breakages, spillage and stains.
This also applies if the product has not been maintained/cared for in accordance with the care instructions advised, including the turning of mattresses where applicable, a normal increase of the softness of the mattress or any other use of the product other than for normal domestic purposes.
In regards to tension (firmness) or colour preference, our general Terms & Conditions describe what conditions should be met so that the mattress has the tension displayed on the product page. Our product pages describe and display the product as accurately as possible.
Please note that the resolution, colour settings and other characteristics of the device where the product page is viewed may cause the product to look slightly different online than it looks in reality.
Unfortunately the guarantee is made void for any product that has been altered. This includes all products, but an example of one being ‘altered’ would be a bedframe with a hole drilled through it.
The guarantee is also void for products sold by a reseller, used by someone other than the owner making a claim, or any product sold “as-is”, “preconditioned”, “reconditioned”, “used”, “returned”, “previously owned”, or any other similar wording indicating that the product is not “new”.
What else is considered mistreatment of a product?
Extensive examples of mistreating a product, most applicable to mattresses, include using a mattress without bed linen, subjecting the product to excessive wear and tear (such as sitting on a mattress edge for a long time), using the incorrect side when sleeping on a ‘Non-Turn’ mattress, using a mattress on an old or unsuitable base (or a surface for which it was not designed), rolling or bending a mattress.
Examples of mistreatment to bed frames include improper assembly of a bed frame, divan bed base or headboard causing any part to split or break overloading the drawers in a bed base.
Overloading may cause distortion or damage to the drawers and may also cause them to jam. Therefore, mini drawers should not be loaded in excess of 7 kg, and standard drawers – 15 kg.
When does the Guarantee start and finish?
The guarantee starts from date of delivery of the product and finishes at the end of the 12th month from that date.
What do I need to make a claim?
Most or all of the following are request to make a claim: images/videos showing the defect, measurement of indentations/sags, weight of product user(s), claimant name and address, order number, full description of complaint, and type of surface the mattress has been used on (if a mattress is claimed to be faulty). Please Email : [email protected]
What happens if the product is not covered by the Guarantee?
If the product is not covered by the guarantee, we will ask you if you would like a replacement product sent to you (at your cost) or if you would like us to handle the disposal of it (at your cost).
Is there anything else I should be aware of?
If you think that your product has a manufacturing fault and you inform us of that within 30 days from the delivery date, if the product is covered by this guarantee, you will have the option to receive a refund for the price of the faulty product and, if applicable, any shipping charges paid for this product.
Alternatively, the points otherwise referenced and discussed in this article can apply.
If we confirm that the product has a manufacturing fault and is hence covered by this guarantee, at our sole discretion, we have the right to:
- Replace parts rather than the full product where applicable.
- Replace the defective product with the same product.
- Pay the costs of postage and return.
- Ship the replacement parts or the replaced product back to you.
- Any applicable actions above will be done within 14 working days after our confirmation that the product is faulty, hence covered by this guarantee. Please note that this may take longer for some remote and offshore destinations.