Warranty Hybrid 4

Hi David,

That's a really valid question about guarantee and warranty and the difference. We give a full guarantee and due to the nature of the product being foam we offer a full 5 year guarantee and a 10 year guarantee on our high-end Artisan range, we would expect them to last much longer but we provide a solid guarantee if the product does fail rather than a longer but practically useless guarantee that I'm about to explain. It's all about the small print and costs that are bundled in with these guarantees. Our simple guarantee terms are detailed here.

What you will find is that the majority of retail guarantees are actually proportional warranty, and are for a fixed time period. When I say fixed time period what I'm referring to is the fact that usually, these warranties claim a '10 year guarantee' but actually start to degrade after 1 to 2 years and in the small print are 'proportional warranties', not guarantees. Confused? Yes, it is rather. Let me explain further.

This means that if a failure or a fault occurs within the 1-2 years they will usually replace, most of the time at a cost to you to collect and redeliver.

After the 1-2 years, they then offer a proportional warranty where you get back an amount of the original cost of the mattress for the years loss.  So if it fails at 5 years you may only get 50% of the original cost back as you've used half the 10-year guarantee (proportional warranty).  This example is a very generous one, we have heard of customers receiving 10% of the original cost back once it passed the 2-year mark no replacement just 'compensation'. It's quite a frustrating practice given they claim a guarantee, as in to guarantee against failure.

I'd ask you to check the small print on any retail guarantees around this. TThere are also numerous forums online of people trying to claim the guarantee to be run around in circles and then rejected where a mattress have genuinely failed.  Then you the customer have to get the furniture ombudsmen to test and review your mattress, at your cost making it a really difficult and expensive practice.

To answer your question we offer a 5-year guarantee, full and final on the hybrid models. If your product fails or develops a fault we will repair or replace it. No proportional warranties or such. If you're looking for a full 10-year guarantee then please look at our Artisan models, one of which has a full 15-year guarantee.

If we can help any further please give us a call on 0161 437 4419.  Our office hours are 8 am – 8 pm Monday to Friday and 10 am – 4 pm Saturday and Sunday.

Kind Regards

Michaela