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Warranty , Return Policy

Important Information about your purchase

Content of this Page

  • Online purchased Items out of stock
  • Product Care & Warranty Information along with Warranty Process
  • Mattress Care Instructions:
  • Warranty Terms & Conditions (What is covered and what is not)
  • Warranty Process
  • Buying Clearance Items
  • Change of Mind
  • Testing Products at store
  • Why Your New Mattress feels different at home now than in Store
  • Refund Policy
  • Claim Process with Terms & Conditions
  • Terms & Condition on Layby

Please note all warranties / replacement are subject to return to base which means It's the customer's responsibility to send / bring product to our warehouse / store. If we agree to inspect products for fault we only do this for the Auckland Metro area only. We don't have any service out of the Auckland area for inspection. If you have purchased any product from outside of Auckland , Its your responsibility to bring / send to us and we'll provide remedy which can be repair or replacement. 

From time to time some items may be unavailable / out of stock. Although we try our best to maintain stock on a regular basis , there are some occasions where we experience an inventory error or delay in supply for any unforeseen circumstances. We can offer you other similar items with similar prices or if similar items / prices are not available , you always can choose to buy other items in stock. If the new chosen item has a lower price , then you will be given a price difference , if the new chosen item's price is higher than your original purchased item , you will be requested to pay a price difference. We may offer you a special discount on this occasion. You are also entitled to cancel the sale and we'll process the full refund immediately. 

 

Please read carefully. Below are the details of Product Care , Warranty and other useful information

Thanks for your shopping with Budget Beds. We at Budget Beds are committed to provide the best possible products & services at absolutely best possible lowest prices. However, sometimes in an unlikely event we all may experience some kind of problem or discomfort with our purchased products. We request you to read below Product care & warranty information which will help you not only to understand warranty but also to look after your product better and make the best use of it. 

 Below mentioned instructions & warranty info have been provided by manufacturer or supplier. 

 A mattress is made up of multiple different parts including its internal components and its cover. In most cases, the warranty will cover defects or flaws in any of these parts. However, it is important to read the warranty carefully because some may be more restricted when it comes to the cover. All the products come with a 1 Year warranty. If the product you are buying has more than 1 Years warranty , That will be mentioned on Product listing / brochure. Products being sold as reduced to clear or last piece left or clearance does not have any warranty unless stated specifically. Please check with us about any warranty query if you are unsure about it.

 Mattress Care Instructions:

Proper Installation. Make sure your new mattress and foundation are properly installed in your home. Improper installation can damage your new sleep set. If you choose to transport and install on your own, ask the store personnel to give you some tips to help you avoid problems.

Rotate it. Unless your mattress care instructions indicate otherwise, you may want to periodically rotate your mattress from end-to-end. We highly recommend rotating your mattress once every 3 months. The idea of this activity is for the mattress to take a 180-degree turn without flipping surfaces. That’s pretty much it. We’d recommend that you do so with a partner. 

Use a protective pad. A good quality, washable mattress protector (and one for the foundation, too, if you like) is a must to keep your set fresh and free from stains.

Let it breathe. If you detect a slight “new product” odor, leave the mattress and foundation uncovered and well ventilated for a few hours. A breath of fresh air should do the trick!

Give it good support. Be sure to use a sturdy, high-quality bed frame. If it’s a queen or king size set, make sure your frame has the strong center support that will prevent the mattress from bowing or breakage. Also Bed base or Frame being used must be correct size for mattress

Don’t dry clean. The chemicals in dry cleaning agents/spot removers may be harmful to the fabric or underlying materials. Light vacuuming or using a soft brush are the only recommended cleaning methods. But if you’re determined to tackle a stain, use mild soap with cold water and apply lightly. Do not ever soak a mattress or foundation.

It’s not a trampoline.  Don’t let the kids jump on your sleep set. Their rough-housing could do damage to the interior construction of your bed, as well as to themselves!

Regular airing of your mattress 4-6 weeks  with fresh air i.e removing all bedding from mattress and leave it in room with fresh air coming* will ensure that any moisture absorbed has the opportunity to be fully released.

Warranty Terms & Conditions

A warranty protects the consumer from manufacturer’s defects that would require a repair or replacement. Warranties do not cover problems that are the result of misuse, mishandling or negligence. Please note warranty is not covered for individual comfort preference. 

 What the warranty Covers & doest': Please read carefully and understand 

Broken or loose support elements. Wires that are loose, broken or protruding through the fabric

Sagging - Body indentations of over 35mm. Mattress warranties typically provide recourse if the mattress starts to sag significantly. However, the way that the mattress company defines “significantly” may be different from the way that you would. In order to have a warranty claim, most mattress companies require that an indentation in the mattress measure 3.5 cm in depth. Though you might notice indentations of a lesser depth, they would not be covered unless they reached the 3.5″ level. This also means that the warranty generally provides no coverage for minor sagging that just occurs as a result of regular use.

Mattress handles broken. - This is cosmetic and does not affect the comfort of the mattress.

Small manufacturing irregularities that do not affect the performance of the mattress / bed.

Loose grid top. - Fabric may become loose a bit after day to day use.

  • Handles where applicable (they are designed for positioning of the mattress but not weight of the mattress).
  • Normal body indentations of up to 35mm. This can be measured by removing all sheets and placing a straight edge, such as a timber stick, across the mattress and then measuring the gap between the stick and the surface of the mattress.
  • Damage of mattress or foundation due to abuse.
  • Mattress has been used in Motor Van
  • Damaged edge supports due to a mattress not being transported flat or vertical.
  • Mattress damage or mattress comfort issues due to incorrect base or insufficient support (where the customer has supplied their own base / frame)
  • Dissatisfaction with size, feel, or performance of the mattress: the warranty is not designed to assure your satisfaction with the performance of the mattress from the perspective of support or comfort. It also doesn’t cover any issues related to the size or height of the mattress, whether it sleeps hot, or whether it permits too much motion transfer.
  • Bedding sold “as is” or “floor model” or "last left" or "reduced to clear" or "clearance item"
  • New bed smell/odour, comfort preference, sheet fit, mattress fabric, bedding height, fabric stains or burn marks.
  • If ownership has been changed i.e you have given your product to someone or sold.

It is completely normal and expected that mattress's comfort layers (foam and or fibre) will settle and compress after use. You should expect some body impression and indentation in all new mattresses. This is neither a manufacturing or structural defect nor a design defect; this is just a result of common use. From our knowledge body impressions do not affect the level of comfort and support you receive from your new mattress. We expect 2 - 3.5 cm impressions on all new mattresses within 3-6 months from the date of first use. We count the date of first use from the 5th day of your purchase or 3rd day from the day the mattress is delivered to your advised address or picked by you.

Bed Bugs All our mattresses are either from Local Manufacturers or from verified trusted overseas factories / suppliers. All goods get certified fumigation before they leave from overseas ports. All manufacturers take all health & safety measurements while making products.

It is important to note here that simply throwing out your current bed and buying a brand new mattress will not stop the infestation. Bed bugs actually do leave your mattress and it’s not uncommon for them to now be in the carpet or on your couch as well. If you are using your old bed base / frame , there are chances bed bugs are still there and can spread on new mattress as well We always recommend to use mattress protector immediately as soon as you open and lay your mattress on your bed frame / bed base or floor (if you use them on floor) 

On a very rare occasion if you feel / suspect or experience any bed bug problem , please note this can't be because of the new mattress, because the product you have received is from the same lot , received by other customers also who do not experience or notice any problem such as these. All mattresses get proper treatment before they leave the manufacturer's warehouse / factory. Please look around for other reasons which may cause problems such as bed bugs or similar. If you notice any small red / brown spots on your newly delivered mattress please inform us very same day and send proper photographs.


All Types of Bed Bases

Standard Bed Base : 

  • 5 Years Frame Structure Warranty. 
  • 1 Years Glider legs , Castors Warranty
  • Fabric stitching loose doesn’t come under warranty unless supplied in imperfect condition. If you notice , Please inform us within 2 days of product collection / delivery.

Drawer & Storage Bed Base : 

  • 5 Years Frame Structure Warranty. 
  • Fabric stitching loose doesn’t come under warranty unless supplied in imperfect condition. If you notice , Please inform us within 2 days of product collection / delivery. 
  • 1 Years Glider legs , Castors Warranty
  • 1 Year warranty for Drawers & Runners
  • 1 Year warranty for Gas Lift Mechanism
  • Out of Auckland - If Drawers or runners have any kind of problem, We'll ship you runners at no extra charge. (Customer’s original address at time of purchase) Out of Auckland warranties are subject to bring Bed Base back at Customer’s cost and We'll fix for FREE.

Headboards : 

  • 5 Years Frame Structure Warranty. 
  • Fabric stitching loose doesn’t come under warranty unless supplied in imperfect condition. If you notice , Please inform us within 2 days of product collection / delivery. 
  • 1 Years Headboard Bolts / Screws / Wall Mount Brackets
  • We make all headboards at our standard dimensions. If you need a specific width , length or height or concern about the gap between on bed base screws (where you will attach headboard strut legs / slots) Please check with us. Most of the time you will find these details on our listing but in case of any missing information - Please let us know beforehand as After purchase we’ll be unable to Change / Alter the headboards as they are custom made for you.

Custom Product Orders: We do not accept any return or change if a product is made to order such as Headboards , Bed Bases , Mattresses , Lounge Suites. Please choose your product's size , colour carefully. 

Clearance Items: Items sold as clearance or floor models have no warranty.  These items are either obsoleted or have been discontinued by the supplier , last items left, end of line products , products with minor faults, products selling from display etc. These products are sold on basis of 'where is as is' and are not covered for any warranty , replacement or return. We highly recommend to make sure you understand about the product you are buying , product conditions , If product is fit for purpose etc.  

 

Warranty Process:

  • Please fill the form and submit.
  • To make a warranty claim you must be able to provide proof of purchase, including purchase date, and be the original purchaser. 
  • We provide a return to base warranty, meaning transportation costs are the responsibility of the purchaser unless the product has been supplied faulty. You must inform us within 24 hours of product pick up (If you have arranged your own pick up) or delivery (In case of we have delivered your product)

  • If we agree to replace or provide repair (within warranty period unless item sold as clearance) , We only provide the same address where the mattress was delivered. If you have moved your mattress / bed to another location We do not cover any type of transportation cost.
  • An incorrect choice of mattress does not constitute a manufacturing fault.

  • Product Purchased or Delivered Out of Auckland - If Drawers or runners have any kind of problem, We'll ship you runners at no extra charge. (Customer’s Original Address at time of Purchase) Out of Auckland warranties are subject to bring or transport Product back to us at Customer’s cost and We'll fix for FREE. In some cases we share the cost of transportation with customers with prior arrangement.
  • After receiving your complaint / concern about the product - We'll notify the supplier who then will be in contact with you and make an arrangement with you to inspect the product. It may take 3-7 working days. Once they have inspected the product they will send us a report of inspection. Once we are satisfied the fault was caused by faulty workmanship or materials, we will replace or repair your bed at our discretion.
 
  • Customer is responsible for finding alternative arrangements while the mattress/bed is under repair/replacement process. We don’t provide loan mattresses.


Return Policy

  • Please note we do not accept any return of mattresses unless delivered faulty. This is purely because of health & hygiene reasons. Even if mattress has been used once. 

Change of Mind

Please choose your product carefully as we do not accept any returns until product is collected or delivered faulty.If we agree to accept return , there will be 30% charge of purchased amount which covers our admin , handling and other charges (time sales person spent with you)

Product testing at store

When you try any product at our store , Please make sure this one is right for your requirements. We do not display all sizes of all products at our store due to space limitation and there may be a chance some time you try a different size and buy a different size (For example you have tried a single size mattress and bought a queen size). You may feel different on queen size as your weight distributes on Queen Size and the one you had tried was smaller size and your weight was distributed on smaller / narrower size. 

Why Your New Mattress feels different at home now than in Store 

It's usually feels firmer ! When you visit a store and try several different mattresses , after that you choose the one that fits your budget and comfort you are looking for. This is because at store there are rows of mattresses displayed for you to try and lots of people have tried them by lying down, sitting on them , rolling on them and bouncing on them. It's like a pair of new shoes which takes some time to make adjustments for your foot. Because your body is familiar and used to , with your old mattress ( No matter what shape it was in ) Apart from that when you go to the store you are wearing a lot more than wearing lightweight sleeping clothes. Sometimes you buy a mattress in a rush or have not spent enough time trying the mattress,  you may be tired or hungry that time and when you actually sleep on them at home with plenty of time , you may feel different. 

Suggestions for maintenance:

  • Handles (where applicable) Please do not lift your mattress from handles.

  • Do not fold your mattress, it will damage the springs.

  • Do not jump on Mattress as abuse is not covered in Warranty.

  • Please note that your body needs to take time to adjust with your new bed, 
  • Do not lift the mattress by yourself as it could result in injury.
 Take someone's help when you are rotating your mattress or lifting for moving
  • Children should not play with tags and other accessories on the mattress .

  • Always cover your Mattress with Mattress Protector it will help keep it clean and dry.

  • Never use an old base with your new mattress as it could void the warranty of your product.

  • Check your pillow, sometimes if you do not use the right pillow could affect your comfort levels.

  • Rotate your mattress once every 3 months.

  • Check your bed’s base castors or Legs regularly, if loose please tighten it.

  • Do not saturate fabric with water or other cleaning liquid.

  • Never eat or Smoke on your bed.


 

Layby or Lay Buy

Please read carefully when you are buying or have bought any product from Store as Layby.

    1. You must finish your Layby payments on agreed terms , If your circumstances has changed or you need more time to complete your payments , Please discuss with us by email or phone (preferred in email as its in writing) , We are more than happy to work with you and do our best to meet your expectations however we sometime can not extend payment time , This is generally 
  1. when we  hold (reserve) a product for you.
  2. You have purchased something which was last piece or was on a low stock
  3. We do not cancel Layby on any custom product you have ordered (Such as Bed base , Headboard or Local Made mattresses which was ordered for you
  4. Charges on Layby / Lay Buy Cancellations

      1. On Layby sales we spend extra time with you as it involves more admin work (Taking Payment on Instalment , Warehouse staff's time for handling goods to keep them reserved for you, Storing Charges , Insurance Cost etc. 
  5. If we have to cancel the sale after satisfying the above situations , We have a cancellation fee which helps us to cover work & time on your Layby sale. We charge 10% of the amount of your Layby or $100 whichever is minimum. 
  6. If we somehow agree to cancel Layby of an Item which was reserved for you as explained above (a, b) , We can charge from minimum 30% - 50% of purchase price. 
  7. If Product price has been changed (lower) , You still have to pay the original price (Agreed on time of purchase) 

     

    For more details about understanding Layby on Consumer.org.nz , Please refer to this link https://www.consumer.org.nz/articles/layby-sales

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     Warranty Claim Process with Terms & Conditions 

     

    Please fill out this online form by clicking this link (https://form.jotform.com/211227786784062) , In case if webform is not working Please send us an email to info@budgetbeds.co.nz and ask for a form.

    This is a very short form which asks only  information such as

    • Customer's Name , Email , Address & Contact Details
    • Product Purchase & Brief Description of Fault Experienced
    • Proof of Purchase (Invoice No)
    • Suitable Day & Time for you to arrange us to send someone to Inspect product
    • Faulty Product Photos /Videos 

    Submit the form 

    After we have received the above form , We'll get in touch with you accordingly. 

    Terms & Conditions  

    Our first visit to inspect the product  is free (Auckland Only) after we have confirmed day & timings based on the information you have provided in form. If you have moved your house or product has been relocated to another address , then we do not cover any warranty considering the product may have been damaged during relocation.

    We do not provide any product inspection out of Auckland. Please bear in mind if you are buying out of Auckland and you experience any problem with the product , You will need to send faulty (if it is faulty) product to us in Auckland. (Transportation cost will be paid by you). After we receive the product , we'll inspect and provide a solution. After inspection , if the product is found not faulty , We are happy to send this back to you (You will pay the transportation cost). If a product is found faulty and we are providing replacement or repairing the faulty product, We'll bear the transportation cost for sending the product back to you. (from Auckland - Your original address which you provided at the time of purchase). 

    We always call / text you before we come. When we visit your place and if you are not present there , We will call you from there and wait for 10-15 Minutes. If for any reason you are not available or cant make it , Please note to book another day & time for inspection , Our Call Out Fees is $79 (Which needs to be paid in advance) 

    After Inspection:

    • We assess the fault and inform you of the outcome within 5-7 working days.  
    • We sincerely thank you for your kind support & understanding. 

    We hope you have understood all the above useful information and have agreed to, If you have any question - You are requested to ask before you collect or we dispatch your product.

    For your Consumer Rights Please refer to : https://www.consumerprotection.govt.nz/


     Best Regards,

    Budget Beds