Chiro Care Mattresses Pty Ltd Chiro

Care Mattresses are committed to setting the standards for quality sleep, however in the unlikely event that a product fails to meet our high standards, Chiro Care Mattresses offers a warranty/guarantee to the original purchaser to replace the product against faulty workmanship and materials for a period of 12 months for the promo and the Kaspa series, 3 years for the Organic, Orthopaedic posture support & Back Care series, 5 years for the Premium Back Care & Paris series, 10 years for the Empire, Royal, Crown Plush, crown medium orthopaedic, Castle & Washington series, platinum orthopaedic B, 15 years for the Palace, Prestige, Crown, Royal Crown. 20-year warranty applies to the Manhattan, crown prestige series, Orthopaedic platinum & Hilton series. 12 months warranty on all bedding furniture. Under work place legal regulations, manufacturers are not permitted to handle products in an unsanitary condition. We advise that a mattress protector be used to avoid soiling. This is important if you wish for your warranty/guarantee to remain valid. All mattresses & adjustable are covered by the terms & conditions of the manufacturer. Due to the high quality of our mattresses please allow adequate time for the mattress to settle in (2-3 months).

 

Warranty/Guarantee

This warranty/guarantee covers the following specific manufacturing faults under conditions of normal use.

Mattress

Coils or wires that are loose or broken

Coils or wires that protrude or tear through

 

This warranty/guarantee does not cover.

Soiled mattress covers: including stains, burns & rips.

Soiled & damage claims after pick up from any of our locations or events. Evidence of pets having direct contact with the mattress. Evidence of cleaning mattress with a foreign object e.g. stick. 

New mattress material odour

Normal body impressions: All Mattresses show body signatures as the mattress comfort layers conform to the body to provide pressure relief and comfort. This is not a defect covered by the warranty. Body signatures up to 40mm on pillow/euro top & up to 25mm on a hardtop Mattresses are considered normal.

Torn handles: Torn handles are not covered in the warranty/guarantee as they are designed to help with positioning, not to support the full weight of the mattress.

Normal wear & tear: damage caused by mishandling, abuse, misuse or negligence including folding, bending, standing or jumping on the mattress.

Change of mind: please consider your selection of bed height, sheet fit or comfort preference prior to purchase.

Heat issues

Incorrect foundation use: mattress damage caused by the mattress being insufficiently supported on a slat base where the slats are more than 3 cms apart; mattress used on the floor: mattress damage caused by defective timber or metal slats; mattress damage caused by a base system that doesn’t provide adequate support. All mattresses sold ex display do not come with a warranty and are non-refundable.

 

Protect your investment

Rotate your chiro care mattress every month head to toe. This will even out slight body impressions. A mattress protector should be used to avoid soiling. Remove and destroy plastic bag. We highly recommend you install support boards on top of any slat system to ensure your guarantee is valid. A limit of one claim can be made in any time period for the guarantee given for the specific mattress.

 

Transport & inspection charges

Preliminary inspection:

Prior to a chiro care mattresses representative visiting you at home, we require an image of the mattress specifying the claimed defect. Chiro Care Mattresses reserves the right to refuse service or pickup if the product is found to be in an unsanitary condition.

Home inspection:

Customer service will call to arrange a time to inspect the mattress at the customers home within a reasonable time. Chiro Care Mattresses reserves the right to charge an upfront call out fee prior to the inspection taking place at any stage during the life of the mattress. This fee will be refunded should a manufacturing fault be discovered. Chiro Care Mattresses will meet the transportation costs within the first year of warranty. If the defect appears after the first year of the warranty period, the customer will be responsible for paying all transportation costs. In no case will any transportation costs be accepted without prior approval from Chiro Care Mattresses. If identical materials are not available at the time, Chiro Care Mattresses reserves the right to substitute materials of comparable quality. it’s under the discretion of the assessor to deem the mattress supported or not in accordance with our terms and conditions.

How to claim under your warranty

To be entitled to make a claim under your warranty you must notify us of the defect within 7 days after it has appeared. Provide us with your full name, address & details of the defect together with your original proof of purchase by sending an email to info@chirocaremattresses.com.au