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WARRANTY & CLAIMS

You are covered, and we take care of the claim

Every mattress we sell is backed by our Limited Lifetime Warranty, and we look after the claim ourselves under our own policies and procedures. There is no manufacturer for you to call. Tell us what is happening and a warranty agent will take it from there.

Start your claim See what is covered

You are covered, and we look after it

Sometimes even the highest quality products may fail, show early signs of wear, or have manufacturing defects — they're hand-made after all. At Mattress on Demand, we stand by our commitment to help you get your best night's sleep. If something goes wrong with a mattress you purchased from us, your claim runs under Mattress On Demand's own warranty policies and procedures, and we see it through for you. No contact with the manufacturer is needed or necessary.

These warranties are non-transferable, only cover the original purchaser, and the product must have been purchased directly from an authorized Mattress on Demand location.

What your warranty covers

Two things bring your warranty into effect, and both are easy to check at home before you contact us.

1.5″

An indentation of 1.5 inches or more

Measured with the bedding off and nobody lying on the bed. If the dip measures an inch and a half or deeper, you have a claim. Lay a straight edge across the mattress and photograph a tape measure in the gap — that single picture usually tells us everything we need.

Coil collapse

Coils that have slipped out of place, or that press or bulge out through the side or surface. You will often feel it before you see it — a firm ridge, or a lump that was not there before. If something does not feel right, send us a photo and we will take a look.

How long you are covered

Your mattress carries our Limited Lifetime Warranty. For the first ten years a valid claim costs you nothing. After that you stay covered for as long as you own the mattress, with a share of the current price.

Years 1–10 No charge

We repair or replace a defective mattress at no cost to you.

Years 11–15 You pay 50%

Of the current retail price of the same model and size.

Years 16–20 You pay 60%

Of the current retail price of the same model and size.

Year 21 on You pay 75%

Of the current retail price of the same model and size.

Any replacement is the same model and size you bought. If that model has been discontinued we replace it with one of like build and design. A replacement carries on the original warranty from your original purchase date rather than starting a new one.

How a claim works

  1. 1

    Gather your paperwork

    Collect your proof of purchase (receipt or invoice), product details (model/serial number) and any warranty documents or registration details.

  2. 2

    Photograph the problem and the law tag

    We assess from photos, so three will do: the issue itself, the full mattress with the bedding off, and the law tag — the white tag sewn to the side, which carries the manufacture date and warranty code. For an indentation, include a tape measure. A missing law tag will void the warranty, so it is worth photographing even when nothing looks wrong with it.

  3. 3

    Send us the claim

    Fill in the form below. It takes a couple of minutes, and it gives us everything we need in one go.

  4. 4

    We take it from there

    Please keep all paperwork handy as our warranty agents will be contacting you within 48 hours to process your claim. From there it is ours to carry, and we will keep you updated until it is resolved.

Submit a warranty claim

Fill in what you can. If you are unsure about something, leave it blank and we will work it out together.

Sending your photos

Photos help us settle a claim quickly. They cannot be attached to this form, so send them straight over and we will match them to your claim. Three do the job: the issue itself, the whole mattress, and the law tag.

Email your photos

What is not covered

  • A normal increase in softness of the foam pressure-relieving material which does not affect the pressure-relieving qualities of the mattress.
  • Comfort preference.
  • Physical abuse or damage to the structure and/or cover material. This includes, but is not limited to: burns, cuts, tears, liquid damage, or stain, provided that the defect is caused by user abuse or damage.
  • Body indentations measuring less than 1.5 inches.
  • Mattress damage due to an inappropriate foundation or inadequate center support.
  • Normal wear and tear from every-night use. Body impressions are a natural occurrence and are to be expected — the upholstery layers conform to your body, and that on its own is not a structural defect.
  • Dead batteries.

Under an inch and a half is your mattress settling the way it is designed to. An inch and a half or more is a claim. If you are not sure which side of that line yours falls on, do not guess — send us a photo with a tape measure and we will tell you.

Keeping your warranty valid

Four things to look after. None of them are difficult, and all of them are easy to get right from the first night.

  • Use a mattress protector. Stains, soiling or a tear that happens without one will void the warranty.
  • Support it properly. Your mattress needs a level, continuous base. Slats more than 5.5 inches apart — or more than 9 inches apart on a kids mattress — count as improper support and void the warranty.
  • Check the center support. A frame or bed frame should have at least 5 legs and at least one of those 5 legs supporting the slates or steel crossbars.
  • Leave the law tag on. It carries the date of manufacture and the warranty code, and the warranty is void without it.

Our highest recommendation is an adjustable base, one of our solid plywood platform frames, or our heavy-duty semi-flex foundation. All three support the mattress across its full surface, so this never becomes a worry. A mattress protector takes care of the rest, and our team can set you up with either.

The full warranty terms

The plain-English version is above. These are the complete terms that apply to your mattress.

Products covered

This Limited Lifetime Warranty applies to mattresses purchased from Mattress On Demand or an authorized Mattress On Demand location. Parts of it also extend to the mattress cover sold with the mattress. Mattresses are designed to be used on a firm, solid surface, on a base structurally capable of supporting the combined weight of the mattress and the people using it.

Who this warranty extends to

This warranty extends to the original purchaser, located in the United States, and is valid only for the period that the original purchaser owns the mattress. The original purchaser is the first person to buy the mattress from Mattress On Demand or an authorized Mattress On Demand location. Please retain a copy of your receipt as proof of purchase. This warranty is not transferable.

Our responsibilities

We warrant the mattress against the defects in material and workmanship set out below for the full period of the original purchaser's ownership and use, when the mattress is used normally for its intended purpose.

Years 1–10, non-prorated. For the first ten years from the original purchase date, the mattress is warranted against non-excluded defects in workmanship or materials. During this time we will repair or replace a defective mattress at no cost to the original purchaser.

Year 11 onward, prorated. From year 11 through the remainder of the original purchaser's ownership and use, we will replace the mattress at a prorated charge. During years 11–15 the charge is fifty (50) percent of the then-current retail price of the same model and size as the mattress originally purchased. During years 16–20 the charge is sixty (60) percent. From year 21 onward the charge is seventy-five (75) percent.

Any replacement will be of the same model and size as the mattress originally purchased. A substitute model will not be used except where the original has been discontinued, in which case a mattress of like build and design will be used at our discretion. A replaced or repaired mattress remains subject to this warranty, and its warranty term continues to run from the original purchase date.

Removing the mattress cover from a mattress automatically voids any claim under this warranty. Please contact us first if you have any questions.

What this warranty covers

  • Deterioration causing the mattress to have a visible indentation greater than one and one-half (1.5) inches that is not associated with an indentation or sag resulting from the use of an improper or unsupportive foundation or adjustable base.
  • Coils that have collapsed, slipped out of place, or are bulging out of the side or surface of the mattress.
  • Any physical flaw in the mattress that causes the foam or spring material to split or crack, despite normal usage and proper handling.
  • Any manufacturing defect in the assembly of the mattress cover.

Proper support is a condition of coverage

Normal wear requires that a mattress be continuously supported by a matching foundation or adjustable base, with a proper bed frame sufficient to support the collective weight of the mattress and foundation. Any foundation, box spring, frame or other base on which the mattress is placed that has slats greater than 5.5 inches apart — or greater than 9 inches apart for a kids mattress — will be considered improper and will void this warranty.

What this warranty does not cover

  • A normal increase in softness of the foam pressure-relieving material which does not affect the pressure-relieving qualities of the mattress.
  • Comfort preference.
  • Normal wear and tear from every-night use. Body impressions are a natural occurrence and are to be expected, as the upholstery layers conform to your body.
  • Physical abuse or damage to the structure and/or cover material, including but not limited to burns, cuts, tears, liquid damage or stains, provided that the defect is caused by such abuse or damage.
  • Body indentations measuring less than one and one-half (1.5) inches.
  • Mattress damage due to an inappropriate foundation or inadequate center support.
  • Stains, soiling or tears where a mattress protector was not used.
  • For years 1–10 of this warranty, replacement of any non-defective pieces in a sleep system. Where a set is purchased and only one component is defective, only the defective component will be replaced.
  • Any mattress sold by a reseller that is not an authorized Mattress On Demand location.
  • Any mattress sold "as-is", "preconditioned", "reconditioned", "used", "comfort return", "returned", "previously owned", or with any other similar wording indicating that the mattress is not "new" or of "first quality".
  • A mattress with a missing law tag.
  • Dead batteries.

Purchaser responsibilities

In the event of a defect, and in order to receive the benefit of this warranty, the original purchaser must submit photographic visual evidence of the defect to Mattress On Demand and provide proof of the original date of purchase. Please keep your paperwork for as long as you own the mattress.

Our remedy

In the event of a defect, our sole and exclusive liability and your sole remedy under this warranty will be, at our option, to repair or replace the mattress or mattress cover with one of similar or greater value, subject to the purchaser responsibilities above and to the prorated charges that apply from year 11 onward. We make every effort to complete these requests as quickly as possible; some cases take longer than others.

Disclaimer

To the extent permissible by applicable law, the mattress is provided "as is" and this Limited Lifetime Warranty is your exclusive warranty and replaces all other warranties or conditions, express or implied. Some states do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you. To the extent permissible by applicable law, all implied warranties are hereby disclaimed. Some states or other jurisdictions do not allow the exclusion of implied warranties, so the above exclusions may not apply to you. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.

Limitation on liability

To the maximum extent permitted by applicable law, and except as set out in this warranty, in no event will Mattress On Demand or its suppliers be liable for the procurement of substitute products or for other special, incidental, consequential or indirect damages arising out of or related to the mattress or its use by you or any third party, whether under theory of contract, tort (including negligence), indemnity, product liability or otherwise. This limitation will apply even if Mattress On Demand has been advised of such damages and notwithstanding the failure of essential purpose of any limited remedy. Our total liability will not exceed the purchase price paid for the mattress giving rise to such liability. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitations and exclusions may not apply to you.

Dispute resolution

In the event a dispute arises between you and Mattress On Demand arising out of this warranty, that dispute will be determined and settled by binding arbitration between the parties in accordance with the Commercial Arbitration Rules of the American Arbitration Association ("AAA"). More information about the AAA is available at www.adr.org. Arbitration will take place in Fort Bend County, Texas. You must seek arbitration for disputes arising out of this warranty prior to exercising any rights or seeking any remedies created by Title I of the Magnuson-Moss Warranty Act. If you choose to pursue any rights and remedies that are not created by Title I of the Magnuson-Moss Warranty Act, then arbitration is not required.

Governing law

This warranty will be governed by the laws of the State of Texas, without giving effect to its conflict of laws rules.

Warrantor

Mattress On Demand
1531 FM359 RD STE 500, Richmond, TX 77406
contact@shopmattressondemand.com

Common questions about mattress warranty claims

Who handles my mattress warranty claim, Mattress On Demand or the brand?

We do. Every mattress warranty claim goes through Mattress On Demand's own policies and procedures, so there is no manufacturer for you to call and no call centre to chase. You bought it from us and we look after it from here. Warranties are non-transferable, cover only the original purchaser, and the product must have been purchased directly from an authorized Mattress on Demand location.

What happens to my warranty if Mattress On Demand ever closed?

Your mattress stays protected either way. In the unlikely event that Mattress On Demand ever ceased to exist as a business, the manufacturer's own warranty would take over in place of ours. That is the only circumstance in which you would ever deal with the brand directly, and we plan on being right here.

Is a sagging mattress covered under warranty?

If the indentation measures 1.5 inches or more, yes. Measure it with the bedding stripped off and nobody lying on the bed: lay a straight edge across the mattress and put a tape measure in the gap. Under an inch and a half is your mattress settling the way it is designed to and is not a defect. An inch and a half or more qualifies for a claim, provided the mattress has been properly supported.

What qualifies for a mattress warranty claim?

Two things. An indentation of 1.5 inches or more, measured with the bedding off and nobody on the bed. Or coil collapse, meaning coils that have slipped out of place or are bulging out of the side or surface of the mattress. Photograph either one, along with the full mattress and the law tag, and send it to us.

What does coil collapse look like?

You usually feel it before you see it: a hard ridge across the mattress, a lump that was not there before, or a coil you can trace with your hand. In worse cases a coil pushes visibly through the side panel or the sleeping surface. Coils slipping out of place or bulging out of the mattress qualify for a claim.

Does my mattress warranty transfer if I move or sell the mattress?

Moving house does not affect your warranty. Selling or giving away the mattress does: these warranties are non-transferable and cover only the original purchaser, so the coverage does not pass to a new owner. You also need to have purchased the product directly from an authorized Mattress on Demand location for us to process the claim.

What is a law tag and why does it matter for a warranty claim?

The law tag is the white fabric tag sewn to the side of your mattress. It carries the date of manufacture and the warranty code, which is how we identify your exact mattress and confirm it is still in term. A missing law tag voids the warranty, so never cut it off, even after delivery. Photograph it when you file your claim and we will do the rest.

What photos do I need to submit a warranty claim?

Three: the problem itself taken close up, the whole mattress from the end of the bed with the bedding removed, and the law tag on the side. For an indentation, include a tape measure or a straight edge across the dip so the depth is visible -- that single photo settles most claims. We assess from photos, so gathering them first is the biggest thing you can do to speed it up.

How long does a mattress warranty claim take?

A warranty agent will be in touch within 48 hours of your claim coming in. From there it is ours to carry, so you are not left waiting on anyone else. Keep your paperwork nearby while the claim is open and we will keep you updated until it is resolved.

Do I need my receipt to make a warranty claim?

Yes. You need proof of purchase, either the receipt or the invoice, along with the product details and any warranty documents you were given. If you cannot find your copy, give us your name and approximate purchase date in the claim form and we will look it up -- the sale is in our records.

What voids a mattress warranty?

Four things, and all of them are easy to get right from the first night. Use a mattress protector, because a stain, soiling or a tear without one will void the warranty. Support the mattress on a level base whose slats are no more than 5.5 inches apart, or 9 inches on a kids mattress. Make sure the frame has adequate center support, with at least five legs and at least one of those supporting the slats or steel crossbars. And leave the law tag on, and leave the mattress cover on. If you are unsure about your setup, send us a photo and we will check it.

What support does my mattress need to keep the warranty valid?

A level, continuous base. Slats more than 5.5 inches apart -- or more than 9 inches apart on a kids mattress -- count as improper support and void the warranty, because the mattress sags into the gaps. Our highest recommendation is an adjustable base, one of our solid plywood platform frames, or our heavy-duty semi-flex foundation, all of which support the mattress across its full surface. If you are not sure your current setup qualifies, send us a photo of it before it becomes a problem.

Does the warranty cover my adjustable base too?

Adjustable bases and foundations carry their own manufacturer warranty, separate from the mattress, with its own term on its own paperwork -- the Limited Lifetime coverage above applies to mattresses. Start the claim the same way, on this page, and we will point it where it needs to go. Dead batteries in a remote are not covered under any of them.

What is not covered under a mattress warranty?

Normal wear and tear from every-night use. Body impressions are a natural occurrence and are to be expected, because the upholstery layers conform to your body. A normal increase in softness of the foam that does not affect its pressure-relieving qualities. Comfort preference. Physical abuse or damage to the structure or cover, including burns, cuts, tears, liquid damage and stains. Indentations measuring less than 1.5 inches. Damage from an inappropriate foundation or inadequate center support. Dead batteries.

How long is the warranty on my mattress?

Every mattress we sell carries our Limited Lifetime Warranty, and it covers you for as long as you own the mattress. For the first ten years a valid claim costs you nothing; from year 11 a replacement is prorated, which means you pay a share of the current price of the same model and size.

Can I start a warranty claim in one of your showrooms?

Yes. Bring your proof of purchase and your photos into our Richmond, Katy or Rosenberg showroom and we will start the claim with you in person. Submitting the form on this page first saves time either way, because it gives the manufacturer most of what they ask for before you walk in.

Does the Limited Lifetime Warranty cost me anything?

Not for the first ten years. During years 1 to 10 we repair or replace a defective mattress at no cost to you. From year 11 the warranty continues for as long as you own the mattress, but a replacement is prorated: you pay 50% of the current retail price of the same model and size during years 11 to 15, 60% during years 16 to 20, and 75% from year 21 onward.

What do I get if my claim is approved?

A repair or a replacement of the same model and size you originally bought. If that model has been discontinued we replace it with one of like build and design. A replacement carries on your original warranty from your original purchase date rather than starting a fresh term.

Can I take the cover off my mattress?

Please do not. Removing the mattress cover automatically voids any claim under the warranty. If the cover is the problem, or you are not sure whether something is safe to remove, contact us first and we will tell you.