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Warranty , Product Care & Return Policy

Content of this Page

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

Thank you for choosing Budget Beds for your shopping needs. At Budget Beds, we are dedicated to offering our customers the highest quality products and services at the lowest possible prices. However, we understand that issues may arise from time to time, and we want to make sure you have all the information you need to resolve them.

To help you get the most out of your purchase, we encourage you to review our product care and warranty information below. This information will not only help you understand your warranty coverage, but also provide helpful tips on how to properly care for your product to ensure its longevity and performance.

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

A mattress is comprised of various components, both internal and external, including its cover. Generally, most warranties will cover any defects or flaws in these parts. However, it is crucial to carefully review the terms of the warranty as some may have restrictions, particularly in regards to the cover.

At our company, all of our products come with a one-year warranty. If a product has a consumer warranty period exceeding one year, it will be clearly stated on the product listing, brochure, or invoice provided by our sales team. It's important to note that products sold as "reduced to clear", "last piece left", or "clearance" do not come with a warranty unless stated explicitly.

If you have any doubts or questions regarding the warranty of a product, please do not hesitate to reach out to us. We are here to assist you and ensure that you have a clear understanding of the warranty coverage for any product you purchase from us.

Mattress Care Instructions:

Proper care and maintenance of your mattress is essential to ensuring its longevity and optimal performance. We recommend following the guidelines below to ensure that your mattress remains in top condition:

    Proper Installation: Ensure that your new mattress and foundation are correctly installed in your home to avoid any damage. If you choose to transport and install the mattress yourself, seek advice from store personnel to help you avoid any issues.

    • Rotate it: Unless otherwise stated in the care instructions, we recommend rotating your mattress end-to-end every three months. This simple activity helps to ensure even wear and prolongs the life of your mattress. It is best to do this with a partner.
    • Use a Protective Pad: Use a good quality, washable mattress protector to keep your set fresh and free from stains. A protector for the foundation is also recommended.
    • Let it Breathe: If you detect a slight "new product" odor, leave the mattress and foundation uncovered and well-ventilated for a few hours to allow fresh air to circulate.
    • Give it Good Support: Use a sturdy, high-quality bed frame to provide the necessary support for your mattress. For queen or king-size sets, ensure that the frame has a strong center support to prevent bowing or breakage.
    • Don't Dry Clean: Avoid using dry cleaning agents or spot removers, as the chemicals may be harmful to the fabric or underlying materials. Light vacuuming or using a soft brush are the only recommended cleaning methods. If you need to tackle a stain, use mild soap with cold water and apply lightly. Never soak the mattress or foundation.
    • It's Not a Trampoline: Discourage children from jumping on the mattress, as rough-housing could damage the interior construction of the bed and cause injury.
    • Regular Airing: To prevent the buildup of moisture, remove all bedding from the mattress and leave it in a room with fresh air every 4-6 weeks to allow it to fully release any absorbed moisture.
    • By following these mattress care instructions, you can ensure that your sleep set remains comfortable and supportive for years to come.

    Warranty Terms & Conditions

    The Warranty Terms & Conditions serve to protect the consumer against manufacturing defects that require repair or replacement. It does not extend to problems arising from misuse, mishandling, or negligence. However, it does not cover individual comfort preferences. It is crucial to comprehend that warranties do not guarantee satisfaction based on personal comfort or preference.

    • All products from Budget Beds come with a minimum manufacturer's warranty of 12 months, unless otherwise specified.
    • The warranty period begins on the day of the product's receipt, and we guarantee that our products are free of defective materials and workmanship for the duration of the warranty.
    • The warranty is not transferable in case of resale of the product to a third party.
    • The warranty is only valid for products that have been used in a residential setting.
    • Budget Beds reserves the right to repair or replace any product that meets the normal warranty conditions. However, we also reserve the right to decline any warranty claim if the product failure is due to causes outside of the warranty's normal conditions or is not caused by defective workmanship or materials.
    • We will fulfill all of our warranty obligations as outlined in the Consumer Guarantees Act.
    • If Budget Beds agrees to replace or repair a product under warranty, it is the customer's responsibility to bring the product to our repair center and arrange for its collection or shipment after it has been repaired. This is based on the RTB (Return To Base) policy.

    What is RTB (Return to Base) Warranty

    As a low-priced shop, we are committed to providing affordable products to our customers without compromising on quality. To keep our costs low, we offer a "Return to Base" (RTB) warranty instead of more expensive options. This means that in case of any defect or issue with the product, it is the customer's responsibility to bring the product to our repair center for repair or replacement. Once the product has been fixed, the customer can collect it or arrange shipment. While this may require a little more effort from the customer, it helps us keep our prices low and pass on the savings to our customers. We ensure that our RTB warranty meets all our obligations as set out in the Consumer Guarantees Act. 

    The Consumer Guarantees Act (CGA) in New Zealand sets out the rights and obligations of consumers and suppliers regarding the purchase of goods and services. The CGA applies to all products sold in New Zealand, regardless of whether or not the supplier offers a warranty.

    Regarding RTB (Return To Base) warranty, the CGA states that if a product fails within a reasonable period of time, the consumer has the right to have the product repaired or replaced by the supplier at no additional cost, unless the failure was caused by misuse, mishandling, or normal wear and tear.

    If the supplier offers an RTB warranty, they must make arrangements for the consumer to return the product to their premises for repair or replacement. The supplier is responsible for any costs associated with repairing or replacing the product.

    The warranty covers the following technicalities:

    • Broken or loose support elements, such as springs on mattresses.
    • Wires that are loose, broken, or protruding through the fabric.
    • Sagging of over 35mm in body indentations. Most mattress warranties provide coverage if the mattress starts to sag significantly, although the definition of "significant" may vary from company to company. To qualify for a warranty claim, the majority of mattress companies require an indentation in the mattress to measure at least 3.5 cm in depth. Minor indentations below this level are not covered, including those resulting from regular use.
    • This also means that the warranty generally provides no coverage for minor sagging that just occurs as a result of regular use.

    What the warranty doesn't Cover:

    • Stains on the mattress: The warranty is void if there are any stains on the mattress. It is strongly recommended to use a mattress protector at all times as per the health & safety guidelines.
    • Small manufacturing irregularities that do not affect the performance of the mattress/bed are not covered under warranty.
    • Loose grid top: The fabric may become loose after day-to-day use, which is not considered a defect under warranty.
    • Handles, where applicable, are designed for positioning of the mattress and not for supporting its weight.
    • Normal body indentations of up to 35mm are acceptable and not considered a defect. 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 to the mattress or foundation due to abuse is not covered under warranty.
    • Using the mattress in a Motor Van will void the warranty.
    • Damaged edge supports due to improper transportation are not covered under warranty, unless the mattress is purchased in a rolled pack.
    • Mattress damage or comfort issues due to an incorrect base or insufficient support (where the customer has supplied their own base/frame) are not covered under warranty.
    • Dissatisfaction with the size, feel, or performance of the mattress is not covered under warranty. The warranty does not assure customer satisfaction with the mattress from the perspective of support or comfort. It also doesn't cover 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", "floor model", "last left", "reduced to clear", or "clearance item" is not covered under warranty.
    • New bed smell/odour, comfort preference, sheet fit, mattress fabric, bedding height, fabric stains or burn marks are not covered under warranty.
    • If ownership has been changed (e.g., the product has been given to someone or sold), the warranty does not transfer to the new owner.
    It is customary and anticipated that the comfort layers (foam and/or fiber) of your mattress will settle and compress with use. All new mattresses are expected to show some body impressions and indentations, which are not considered manufacturing, structural, or design defects, but rather a normal consequence of use. Our understanding is that body impressions have no impact on the level of comfort and support provided by your new mattress. We anticipate impressions of 2 - 3.5 cm on all new mattresses within 3-6 months from the date of first use. The date of first use is considered to be the 3rd day after the day of delivery or pickup to your designated location or picked up by you.

    Weight Limit on Mattresses

    There are generally no specific weight limits for mattresses. However, it is important to note that mattresses are designed to provide support and comfort within a certain range of weight. Excessive weight or pressure on a mattress can cause it to wear out more quickly and may affect its overall performance and longevity. Additionally, using a sturdy bed frame or base can help distribute weight more evenly and protect your mattress from damage.

    Our Pocket Springs mattresses are generally designed to support individuals weighing between 70 kg and 90 kg, unless otherwise specified. Mattress sizes that can accommodate two sleepers, such as Queen, King, Super King, and California King, can support a total weight of up to 140-180 kg. It is important to note that these weight limits are provided as a general guideline, and using these mattresses by individuals with a higher weight may result in premature wear and tear, and decreased comfort and support. In such cases, we cannot offer any warranty for the mattress or bed

    Bed Bases Including Drawer Base

    For Standard Bed Base:

    • The frame structure comes with a 5-year warranty.
    • The glider legs and castors come with a 1-year warranty.
    • Loose fabric stitching is not covered under warranty unless the product was supplied in an imperfect condition. If you notice any loose stitching, please inform us within 2 days of product collection or delivery.

    For Drawer & Storage Bed Base:

    • The frame structure comes with a 5-year warranty.
    • Loose fabric stitching is not covered under warranty unless the product was supplied in an imperfect condition. If you notice any loose stitching, please inform us within 2 days of product collection or delivery.
    • The glider legs and castors come with a 1-year warranty.
    • The drawers and runners, as well as the gas lift mechanism, come with a 1-year warranty.
      • 2 Years Frame Structure Warranty.
      • Fabric stitching becoming loose, upholstery tacks or buttons coming out, or getting loosened are considered as normal wear and tear, and do not come under warranty, unless supplied in an imperfect condition. If you notice any such issue, please inform us within 2 days of product collection/delivery.
      • 1 Year Headboard Bolts/Screws/Wall Mount Brackets (we will only supply spare parts). This doesn't include the cost of repair.
      • We make all headboards at our standard dimensions. If you require a specific width, length, height, or are concerned about the gap between the 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. After purchase, we will be unable to change/alter the headboards as they are custom made for you.

        Custom Product Orders: Our policy states that we do not accept returns or changes for products that are made to order, such as headboards, bed bases, and mattresses. Therefore, we strongly advise you to carefully choose the size and color of your product before making a purchase.

        Clearance Items: Please note that items sold as clearance or reduced to clear, as well as display or floor models, do not come with a warranty. These items are either obsolete, end-of-line, or discontinued by the supplier, and are sold as-is. If you are unsure about purchasing a clearance product, we recommend that you inspect it prior to making a purchase or consider another product.

        Warranty Process:

        • Fill out and submit the warranty claim form.
        • Proof of purchase is required, including purchase date and original purchaser information.
        • Return to base warranty is provided, and transportation costs are the responsibility of the purchaser unless the product was supplied faulty.
        • Notify within 24 hours of product pick-up or delivery if there is an issue.
        • Transportation costs for moving a mattress/bed to a new location are not covered.
        • An incorrect mattress choice is not a manufacturing fault.
        • For products purchased or delivered outside of Auckland, customers are responsible for bringing or transporting the product back to us at their own cost. We will provide free repairs and runners for drawer problems.
        • Notify us of your complaint or concern about the product, and we will contact the supplier to inspect it within 3-7 working days.
        • Once we determine the fault was caused by faulty workmanship or materials, we will replace or repair your bed at our discretion.
        • Customers are responsible for finding alternative arrangements during the repair/replacement process, and we do not provide loan mattresses.

        Return Policy for Change of Mind:

        • Please choose your product carefully, as we do not accept any returns due to hygiene reasons, unless the product is collected or delivered faulty.
        • If we agree to accept a return, a 30% charge of the purchased amount will apply, covering our administrative, handling, stock holding, restocking, and other charges, including the time our salesperson spent with you.

        Product testing at store

        When trying out products in our store, please ensure that it meets your requirements. Due to space limitations, we may not display all sizes of every product. There is a possibility that you may try a different size and end up purchasing a different size, such as trying a single size mattress and later buying a queen size. Please note that your weight distribution may feel different on a larger size, and the size you tried in-store may have had a narrower surface area to distribute your weight.

        When you purchase a new mattress and bring it home, it may feel different than it did in the store. This is because:

        • In the store, you were able to try out several different mattresses before choosing one that met your budget and comfort requirements. However, the mattress you chose may feel firmer or softer at home because you are now lying on it for an extended period of time.

        • Your body is familiar and used to your old mattress, no matter what shape it was in. This means that it may take some time for your body to adjust to the new mattress and for it to feel as comfortable as your old one.

        • When you were at the store, you were likely wearing more clothes than you do when you sleep, which can also affect how the mattress feels.

        • If you purchased the mattress in a rush or without spending enough time trying it out, you may have overlooked certain aspects that could affect its comfort level. This could include being tired or hungry at the time of purchase.

        Suggestions for maintenance:

        Here are some maintenance suggestions for your mattress:

        • Avoid lifting your mattress from handles, as this may damage the mattress.
        • Do not fold your mattress, as this can cause damage to the springs.
        • Do not jump on your mattress, as it can cause damage that is not covered by warranty.
        • Remember that your body may need time to adjust to your new bed.
        • When rotating your mattress or moving it, do not lift it by yourself to avoid injury. Ask for someone's help.
        • Ensure that children do not play with tags and other accessories on the mattress.
        • Always use a mattress protector to keep your mattress clean and dry.
        • Do not use an old base with your new mattress, as this can void the warranty.
        • Check your pillow to ensure that you are using the right one for your comfort level.
        • Rotate your mattress once every 3 months.
        • Regularly check the base castors or legs of your bed and tighten them if they are loose.
        • Do not saturate the fabric of your mattress with water or other cleaning liquids.
        • Do not eat or smoke on your bed to avoid damage.


        Understanding Layby: Important Information to Know Before You Buy

        Please review the following guidelines carefully if you are purchasing or have purchased a product through layby:

        It is important to fulfill your layby payments within the agreed upon terms (typically 6-8 weeks). If your circumstances have changed or you require additional time to complete your payments, please contact us via email or phone (preferably email for written documentation). While we are willing to work with you to meet your needs, we may not always be able to extend payment deadlines, especially if we have reserved a product for you that is in low stock or was the last piece. Additionally, we cannot cancel laybys for custom products, such as bed bases, headboards, or locally made mattresses.

        Layby sales require additional administration, including payment installments, warehouse staff handling of goods to keep them reserved for you, storage fees, and insurance costs. If we have to cancel a sale due to the aforementioned reasons, we charge a cancellation fee of 10% of the layby amount or $100, whichever is lower.

        In cases where we agree to cancel a layby for a product that was reserved for you, as explained in (a) and (b) above, we may charge a minimum of 30%-50% of the purchase price.

        If the product price has been reduced, you are still required to pay the original price that was agreed upon at the time of purchase.

          For more details about understanding Layby on , Please refer to this link


          Warranty Claim Process with Terms & Conditions:

          To initiate a warranty claim, please follow these steps:

          • Fill out the online form by clicking the link provided ( If the form is not working, please email to request a form.
          • The form will ask for the following information: customer name, email, address, contact details, product purchase information, a brief description of the fault experienced, proof of purchase (invoice number), suitable day and time for inspection, and photos or videos of the faulty product.
          • After submitting the form, we will get in touch with you accordingly.

          Terms & Conditions:

          • Our first visit to inspect the product is free for customers in Auckland. If you have moved or the product has been relocated to another address, we do not cover any warranty claims as the product may have been damaged during relocation.
          • We do not provide product inspections outside of Auckland. If you are buying from outside of Auckland and experience a problem with the product, you will need to send the 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. If the product is found to be not faulty, we'll send it back to you at your expense. If a product is found faulty and we are providing a replacement or repairing it, we'll bear the transportation cost for sending the product back to you (from Auckland to your original address).
          • We'll always call or text you before we come (only in Auckland). If we arrive and you are not present, we'll call you and wait for 10-15 minutes. If for any reason you are not available or can't make it, please note that our call-out fee is $79, which must be paid in advance.
          • After inspection, we'll assess the fault and inform you of the outcome within 5-7 working days.

          Thank you for your understanding and support. If you have any questions, please ask before you collect or we dispatch your product.

          For your Consumer Rights Please refer to :

          Kind Regards,

          Budget Beds

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