Deeper Sleeper Sale Event
Up to 50% Off
Ends in… 00dd 00hh 00mm 00ss

How to report a fault

Our Hassle-Free Process

Woman sitting on a vispring mattress

We understand that, on rare occasions, faults can occur. If you receive a faulty or damaged product, our Customer Services team is here to help you.

If you suspect a fault with your product, please get in touch with our customer care team via email or phone. We will send an aftercare form for you to fill in with images of the fault. We aim to respond within 3-5 working days. We will repair or replace the product if we find a manufacturing fault. We may send an independent technician if we can't identify the fault.

If your product is faulty within the first 30 days, you can choose a refund, replacement, or repair. After 30 days, we offer a replacement or repair within the warranty or guarantee period.

If you notice a fault with your product, it's worth noting that sometimes it may just require simple care or appear faulty when functioning as intended. For instance, new mattresses may dip slightly in areas where you sleep the most, which is a normal part of the settling process. If you're unsure whether your product is faulty or just needs some care, please don't hesitate to contact our bed experts for advice.

We want you to be delighted with your purchase and will do everything that we can to resolve any issues quickly and efficiently.

Frequently Asked Questions

  • Who do I contact if my product has a fault?

    If you think your product has a fault, you need to contact our customer care team via email or 01928 242829 as soon as you notice the defect. Our team will then talk you through the process, you will be sent our aftercare form via email, and you will need to fill this in and send images of the fault so that we can investigate this on your behalf. We aim to turn around aftercare reports within 3-5 working days. If the product is found to have a manufacturing fault, we will follow the warranty or guarantee process and will have the product either repaired or replaced. If we cannot find the fault from the aftercare form, we may need to arrange an independent technician visit to your home to inspect the product further.

  • Do I get a repair, refund, or replacement for a faulty product?

    If your product is faulty within the first 30 days, you will be entitled to either a refund, replacement, or repair. After 30 days, if the product is found to be faulty, you are entitled to either a replacement or a repair – subject to it not exceeding the guarantee or warranty period.

Get in the know with our buying guides