Marked or Soiled Mattresses
If your mattress is badly marked or soiled in any way, this will void your guarantee. A suitable mattress protector is essential to keep your guarantee.
If your new mattress is placed on an existing sprung base or a base that the mattress is not specifically designed for, this may affect your new mattress. This would not be classed as a manufacturing fault as the base is more than likely to have caused the issue.
Bending or Folding
Bending a mattress where the bending angle is more than 45 degrees may cause damage to the spring unit of fillings.
Jumping on any bed will cause weaknesses and may cause a fault. This is not classed as a manufacturing fault.
New mattresses require time to settle. On most mattresses you will notice a slight outline of where you have been laying from the very first use, this is completely normal and is not a manufacturing fault. By turning and rotating your mattress regularly, the mattress will settle and recover more evenly. Not turning or rotating your mattress will affect the guarantee. Please take the time to read the care instructions.
It is perfectly normal for a new mattress/bed to have a new smell. This smell is completely harmless and will fade with time and regular airing. The smell can be stronger in different products. This is not a fault with the product.