MR MATTRESS POLICIES

We are passionate about delivering a good night’s rest to you at unbeatable prices. If you have any suggestions or feedback about our products or service then please get in touch with us.

100 Night Guarantee
Returns & Warranty
Shipping & Lay-By Policy
Privacy Policy
Disclaimer

100 Night Guarantee

We’ve got you covered

As everyone’s definition of comfort is different, Mr Mattress offers 2 different mattress collections, each with a distinct feel. We are so confident that a Mr Mattress mattress will give you the best night’s sleep, that we are willing to let you try one in your home for a full 100 nights, subject to the terms and conditions below. Choose your mattress below and get the best nights sleep:

  1.  All foam mattress gives a harder sleep experience for those who prefer sleeping on their back
  2.  All pocket springs mattress gives a more forgiving softer sleep experience for those who sleep on their side.

Terms & Conditions

  1. The mattress must be kept for a minimum of 60 nights (or 100 nights to be absolutely sure) before deciding to exchange
  2. You may exchange the bed for one of equal or greater value with the excess being paid in.
  3. If you elect to exchange, you are responsible for the delivery charge and setup charge of R500.
  4. The trial period will start from the day of delivery
  5. Qualifying sizes that apply include: Double, Queen and King
  6. Qualifying mattresses are: Essential range, Pocket Coil range, Pillow Top Range and Turn Line Supreme.
  7. Mattresses made to customer-specific sizes are not included in the offer, or demo or floor models.
  8. Mattresses must be purchased with a Mr Mattress waterproof mattress protector and must be returned in perfect condition to honour the refund (no stains, marks, odours ext.) according to our warranty policy
  9. Only 1 comfort exchange is permitted and if selecting a higher priced mattress the cost difference will need to be paid before delivery. The 100-night trial ends once the comfort exchange mattress is delivered to the consumer.
  10. The exchange will only be applicable to the mattress and not the base.

Returns & Warranty

Introduction to Mr Mattress

At Mr Mattress , every effort to manufacture our products with the finest materials is made. In the unlikely event of a defect or faulty mattress or foundation, please contact the retail store of your purchase.

A Factory Guarantee Repair or Replacement Period protects the buyer against faulty workmanship and faulty materials. Normal wear and tear, abuse, misuse or negligence are not covered in the Factory Guarantee Repair.
A Service Warranty Period is the period that is covered outside of the Factory Guarantee Repair or Replacement Period. In case of needed repairs or replacement, the cost is borne by the customer on a pro-rata basis for the remainder of the Service Warranty Period.
To determine the length of the warranty on your product, please see the label on your mattress.

Calculation charges for the repair or replacement during the service warranty period are calculated as follows:

Divide your retailer’s current retail price by the total limited warranty, multiplied by the number of years since the purchase date on your original proof of purchase invoice e.g. R4999.00 ÷ 10 = R499.90 x 4 years since the date of purchase = R1999.60 + VAT.

Invalid Claims will be charged an inspection and transportation fee within the Total Service Warranty Period.

Unsanitary products will be charged a recovery fee within the Total Service Warranty Period. Mr Mattress will substitute the product with the same model or a comparable model at the current retail price.

Prolonging comfort and extending the use of your new quality sleep set

Rotation cycle instructions:

Rotate your mattress head to toe in a counter-clockwise matter and place it back in your foundation. Repeat this step every time you need to rotate. Please rotate your new mattress every two weeks in the first three months after your purchase, afterwards continue to rotate it every two months.

Usage

Sleeping surface:

If your new mattress has one dedicated sleeping surface, you should refrain from rotating the mattress (see “Rotation cycle instructions”). Mattresses with only one sleeping side have increased upholstery padding to ensure its longevity and body support performance.
Do not sleep on the non-sleep surface, as it is not designed for this purpose.
Do not attempt to rotate your mattress by yourself as bigger sizes are heavy and could cause injuries or damages to your mattress.
Do not use handles to lift/ pull the full weight of the mattress. Handles should be used to position the mattress on the foundation. Lifting the mattress at the handles could damage the mattress.
Body impressions of up to 4cm are an expected occurrence due to the compressing property in the layers of the upholstery in your new mattress and should not be mistaken for a defect or sagging. Sleeping areas will thus compress first, whereas unused areas will remain uncompressed. In the morning you will notice a larger compressed area due to the constant use overnight, where it settles around your individual body contours and conforms the layers. Body impressions are thus not a defect in the mattress or a structural defect.

Not included in the limited warranty:

Fabric protector additive, applied after manufacture
Used bedding; bedding sold “as is”
Inspection or Transportation costs
Mattress/ foundation stitching defects after 4 months of purchase
Handles defect after 4 months of purchase

Mr Mattress reserves the right to substitute models or materials of comparable quality of the original good and does not guarantee a matching fabric replacement piece. Replacement of the faulty good does not include replacement of the full set. The faulty item will be replaced; only if necessary the whole sleep set will be exchanged.

Mattress or foundation damage due to faulty use or abuse (i.e. bent border wires from walking or jumping on the mattress or due to bending the product).
Firmness/ Comfort options available, suitability for specific medical conditions.
Mattress damage due to inappropriate usage or foundation. When in conjunction with a suitable foundation the mattress is designed for full performance of a sleep set.
Product failure due to other reasons than defective materials or workmanship.
Alterations in the structure by third parties or the consumer.
Damage caused by the use of electrical blankets. Continual use with high temperature will cause the filling in the upholstery layers to compress and thus flatten.
Body impression up to 4cm in the sleeping area of the mattress do not qualify for repair or replacement.
Comfort layers conforming to the personal sleeping pattern. The comfort layer is made to settle around the body.
Mr Mattress reserves the right to refuse services upon inspection due to dirty, stained or burnt material. If a health hazard due to insect infestation or unsanitary conditions is present, services will also be denied. The decision to replace or repair a product is at the sole discretion of Mr Mattress and depends on the fulfilment of the warranty claim. Removal of product identification labels invalidates the warranty and declines complimentary repair or replacement.

Bedding care:

Following a list of tricks and tips to maximise the performance and comfort of your new Mr Mattress sleep system.

DO’S:
Carry the mattress flat or on its side, as it enables easier handling and reduces the risk of damage to the mattress.
Keep the bedding clean. A mattress protector and, if required, a moderate amount of vacuuming. Excessive vacuuming can damage the upholstery layers and should be refrained from.
Remove sleep set out of the packaging and let it rest after purchase. “Airing” time will let the materials acclimate to your rooms. Dispose of all packaging materials. Do not leave in sight or range of children.
Replace the foundation to prevent sagging and provide appropriate support for the mattress and your body weight. Old foundations may make the mattress appear saggy, as they cannot properly support the weight.
Rotate your mattress (as described in the “Rotation Cycle” paragraph) to extend support life and comfort. Body impressions indicate conformance of the upholstery layers to your individual body contours and are not a defect in the material.
Give your body and sleeping pattern time to adjust to the new mattress. A new “feeling” and different support may take time to get used to.

DON’T:
Refrain from applying heat to the bed. This can present itself in smoking in bed or around the bedding or continuously using a heat blanket. The mattress cover is not sufficient to prevent ignition caused by smouldering cigarettes or by excessive heat. High temperatures will cause the upholstery layers to sag, whereas a smouldered cigarette may lead to a fire.
Do not stand or jump on your mattress as it was built to evenly spread weight whereas jumping or standing will force the layers to concentrate around the impact area and will damage the product.
Refrain from bending your mattress to avoid damage to the innerspring unit. Flexing the mattress is the best solution to move the mattress through tight spaces, like doorways or corners. Do not bend the corners when putting on fitted sheets.
Do not remove the label on your mattress as it invalidates the warranty of the product immediately.
Do not allow the mattress to get moist or wet as this will negatively affect the upholstery layers. Moisture will compress the upholstery and damage its layers. Fabric Protection Treatment by a Retailer causes the risk of moister getting into the upholstery when the mattress is reinserted into the packaging.

IN THE UNLIKELY EVENT OF A DEVELOPING MANUFACTURING DEFECT OR FAULT IN YOUR WARRANTY PERIOD, INFORM YOUR RETAILER ABOUT THE NATURE OF YOUR COMPLAINT. YOU WILL NEED THE FOLLOWING INFORMATION: PRODUCT NAME & SIZE, DATE & PROOF OF PURCHASE, CLEAR DESCRIPTION OF COMPLAINT

NO CASH REFUNDS WILL BE GIVEN AFTER THE MATTRESS HAS BEEN USED AS ITS A SANITARY ITEM WHICH CANT BE RESOLD – please see our 100 guarantee options with the terms and conditions.

PLEASE NOTE:
In order to qualify for the limited warranty, you must be the purchaser of the Mr Mattress sleep set from an authorised retailer.
You need the original purchase invoice to receive an inspection of the mattress. Your warranty is invalid if labels have been removed from the product.
Mr Mattress reserves the right to substitute fabric of equal value, including colour matching. If the matching colour is not available, Mr Mattress will replace the fabric with a comparable fabric in value. Only the defective item in the sleep set will be replaced. This does not automatically guarantee a full new sleep set.
In the event of a replacement or repair of the sleep set, the limited warranty/ guarantee does not renew or extend. It continues from the original date of purchase.

THIS WARRANTY IS APPLICABLE IN SOUTH AFRICA

Shipping & Lay buy

SHIPPING POLICY
DELIVERIES

Delivery is free in Bloemfontein and welkom on all orders over R8000 and accordingly, if your Order value is less than R8000, the delivery fee will be will displayed when you checkout and recorded in your Order confirmation and invoice, which will be emailed to You.

Delivery of Your Order will be made 3 to 10 business days from the date that your Order confirmation is sent to you, except during sales and/or special events, such as Black Friday or Cyber Monday, when delivery may take up to 21 business days. We do not guarantee that Your Order will be dispatched or delivered on any particular date and time.

Your Order will only be delivered to a valid address in South Africa, on business days between 08h00 and 16h00 and You, or the person accepting delivery on your behalf, may be requested to produce identification, when accepting the delivery of Your Order.

Two attempts will be made to deliver Your Order and should you fail, refuse or neglect to be available and accept the Order after 2 attempts, You may be liable for additional delivery charges or We may elect to cancel Your Order, in which event We will refund You the full transaction value less delivery charges already incurred and a reasonable administration charge.

TRACKING YOUR ORDER

Within 48 hours of your Order having been shipped, you will receive an email confirmation containing your shipping details, a tracking number and a link to track your Order.

When your Order is delivered, You must inspect the Products and be satisfied that the Products conform to the quality and quantity You ordered and are free from any defects. You are not able to return any Products to Us with the courier and if you wish to return the Products, You must follow the returns procedure, as contained in our Online Returns Terms and Conditions, which can be found on www.MrMattress.co.za

ORDER ASSISTANCE

If you require assistance with your Order or have made a mistake with your order, please contact us on 087 087 1611 or bloem@MrMattress.co.za for assistance.

 

How it works

  1. Lay-by at any Mr Mattress store with your ID or driver’s licence
  2. Pay a 10% deposit
  3. Pay your lay-by in up to 12 months. You’ll need your original lay-by till slip. When you make your last payment you’ll also need your ID/driver’s license.
  4. Check your lay-by: In-Store
  5. Collect your items at the store where you started your lay-by. You’ll need your original lay-by till slip. Can’t collect yourself? Whoever collects on your behalf needs a letter of consent from you and a copy of your ID.

Terms & Conditions

  1. Lay-by deposit is 10% per purchase.
  2. The agreement expires on the date of final payment or 3 months after commencement, whichever comes first.
  3. Lay-by goods shall remain the property of Mr Mattress until the final payment is made.
  4. This agreement requires regular payments.
  5. This agreement may be terminated by the purchaser at any time prior to the expiry date, whereby Mr Mattress will refund the money already paid in full.
      1. Should the agreement expire before full payment has been received, the purchaser will be entitled to a refund of the money already paid on a Mr Mattress Gift Voucher.
  6. Collection of lay-by goods may only be done by the purchaser. If you would like somebody else to collect your lay-by on your behalf please provide them with a signed letter of permission and a copy of your ID.

Privacy Policy

Mr Mattress recognises the importance of protecting your personal information and as such subscribes to the principles, outlined in Section 51 of the Electronics Communications and Transaction Act 2002 that governs your right to having your personal information kept private.

Mr Mattress defines personal information as all information specific to yourself that you provide us over the internet or any other channel.

This includes personal data that you provide us to obtain an online quotation, questions you ask via e-mail or your personal facility data that you may want to view and or amend.

Mr Mattress has the highest regard for the privacy of its customers and will use personal information only as appropriate in the normal course of business to provide the products and services you have requested.

Mr Mattress will also use this information to positively identify you when you contact us on-line.

Mr Mattress does not and will not sell or provide personal information to third parties for independent use.

We may, however, share personal information with our business partners if that information is required to provide the product or services you have requested.

However, our business partners will adhere to using any information only as directed by Mr Mattress

We value the information that you choose to provide us and will, therefore, take reasonable steps to protect your personal information from loss, misuse or unauthorised alteration.

The information we maintain concerning your customers is stored in databases that have built-in safeguards to ensure the privacy and confidentiality of that information.

Mr Mattress uses state of the art technology and encryption to prevent any unauthorised access to your personal information when registering or transacting on our Website.

As your business partner, we keep appraised with the latest global developments in security technology to ensure that your web transactions with us are adequately secured and protected at all times.

When you use the on-line services or facilities provided by us, access to your personal information or to transact on-line would require a username and password to validate your identification and enable access to our secured environment.

You must always keep this information secret and ensure that you do not disclose it to anyone.

Therefore to ensure continuance in preventing unauthorised access to your information we recommend that you change your password on a monthly basis or, immediately should your password compromised in any way.

Disclaimer

By using this website you acknowledge and agree to these terms.

Use of this website and related products and/or services shall be governed by, and construed in all respects in accordance with the laws of South Africa, and subject to the exclusive jurisdiction of the South African courts.

Use of this website or information, products and services available on this website is at the user’s own risk. Notwithstanding the provisions of section 43(5) and 43(6) of the Electronic Communications and Transaction Act, Mr Mattress accepts no liability whatsoever relating to any loss, expense, claim or damage, whether direct, indirect or consequential, arising from the information on this Website, your use of this Website or any actions or transactions resulting therefrom, even if Mr Mattress has been advised of the possibility of such loss, expense, claim or damages.

Mr Mattress makes no presentation or warranty, whether express or implied, as to the operation, integrity, availability or functionality of this Website or as to the accuracy, completeness or reliability of any information obtained from this Website.
Mr Mattress also makes no warranty or representation, whether express or implied, that the products, information or files available on this Website are free of viruses, destructive materials or any other data or code which is able to corrupt, compromise or jeopardise the operation or content of a computer system, computer network or your hardware or software. You accept all risk associated with the existence of such viruses, destructive materials or any other data or code which is able to corrupt, compromise or jeopardise the operation or content of a computer system, computer network or your hardware or software. Mr Mattress accepts no responsibility for any errors or omissions on this Website.

Mr Mattress may, in its sole discretion, at any time, suspend or terminate the operation of this website or any of the products or services provided in terms of this Website, without prior notice.

Notwithstanding the fact that this Website may refer to and/or provide links to other websites, your use of such other websites is entirely at your own risk and Mr Mattress is not responsible for any loss, expense, claim or damage, whether direct, indirect or consequential, arising from your use of such other Website. Mr Mattress also does not endorse, warrant or make any representations about the content, products, services, security or reliability of such other websites.

All rights reserved.

Disclaimer on E-mails

The information is or attached to this e-mail message is confidential and may be subject to legal privilege and client confidentiality. If you are not the intended recipient of this e-mail or the authorised representative of the recipient then please notify the sender of this e-mail immediately by return e-mail and delete this message from your system. You may not print, store, forward or copy this message or any part thereof or disclose or cause information on this message to be disclosed to any other person.

Mr Mattress cannot be held liable for any harm or loss resulting from malicious software code or viruses in this message or attachments, including data corruption resulting there from.

Employees or representatives of Mr Mattress are not permitted to send unsolicited messages (“spam”) and Mr Mattress cannot be held liable for their sending of such mail. If you regard this message as spam, please inform us immediately by sending an e-mail to bloem@MrMattress.co.za

If this message obtains offensive, derogatory or defamatory statements or materials, it means the message has been sent outside the sender’s scope of employment with Mr Mattress and only the sender can be held liable in his/her personal capacity.

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