Our 10-Year Limited Mattress Warranty
We build our mattresses to last and stand confidently behind their quality and craftsmanship. This 10-Year Limited Warranty is our promise to you, covering manufacturing defects and faulty workmanship.
Years 1-2: Full Coverage
Free repair or replacement for any manufacturing defects
Years 3-10: Prorated Coverage
Continued protection with prorated replacement cost
Important Notice
This warranty is valid for 10 years from the date of delivery and applies only to the original purchaser of the mattress. It is non-transferable. Please retain your original sales invoice as proof of purchase.
Warranty Coverage Structure
Our 10-Year Limited Warranty is a combination warranty, offering full coverage in the initial years and prorated coverage for the remainder of the term.
1-2Years 1–2: Full Coverage (Non-Prorated)
During the first two years, should your mattress be found to have a manufacturing defect, we will repair or replace it at our discretion, at no cost to you. All transportation and inspection costs are the responsibility of the customer.
3-10Years 3–10: Limited Coverage (Prorated)
After the first two years, we will, at our option, repair or replace the mattress on a prorated basis. The cost to you will be calculated as 1/10th of the prevailing retail price multiplied by the number of years you have owned the mattress, plus all transportation costs.
Example: If a defect appears in year 5, the replacement charge would be 5/10 (50%) of the current retail price.
If an identical model is no longer available, we reserve the right to substitute it with a comparable model of equal or greater value. A repair or replacement does not extend the original warranty period or begin a new one.
What This Warranty Covers
This warranty covers the following specific defects under conditions of normal household use:
Visible Sagging or Indentations
Indentations greater than 1.5 inches (38mm) that are not the result of use with an improper or unsupportive foundation. This must be measured without any weight on the mattress surface.
Coils or Wires
Any coils or wires that are broken, loose, or protrude through the fabric.
Physical Flaws
Any physical flaw in the foam material that causes it to split or crack, despite normal usage and proper handling.
Cover Defects
Manufacturing defects in the mattress cover, such as split or unraveling seams.
What This Warranty Does NOT Cover
This warranty excludes the following:
Normal Wear and Tear
This includes the natural and gradual softening of foam materials over time or a decrease in the recovery aspect of memory foam.
Comfort Preference
Any subjective preference regarding the firmness, feel, or temperature of the mattress. The warranty is for defects, not for changes in comfort preference after the sleep trial period has ended.
Minor Body Impressions
Any visible indentation or sag of 1.5 inches (38mm) or less. Body impressions are a normal occurrence as the comfort layers conform to your body and are not considered a manufacturing defect.
Improper Foundation or Support
Damage resulting from the use of an inadequate or unsupportive foundation. The mattress must be continuously supported by a solid, flat base or a slatted base with slats no more than 5cm apart.
Physical Damage
Any damage caused by abuse, misuse, or accidents, including but not limited to burns, cuts, tears, stains, soiling, or liquid damage.
Unsanitary Condition
Any mattress that is found to be in a soiled or unsanitary condition will void the warranty, regardless of whether a defect exists. We highly recommend the use of a waterproof mattress protector to maintain the validity of your warranty.
Product Misuse
Damage caused by bending, standing, or jumping on the mattress.
Handles
Mattress handles are for positioning only and should not be used to support the full weight of the mattress.
Law Tag
The warranty is void if the law tag is removed from the mattress.
Excluded Items
Products sold "as-is," floor models, or mattresses used for commercial purposes.
How to Make a Warranty Claim
Contact Us
To initiate a claim, please contact our customer service team at [email protected] with your original sales invoice or order number.
Provide Evidence
You will be asked to provide a brief written description and clear photographs of the alleged defect. For sagging claims, we will provide instructions on how to properly measure the indentation.
Inspection
We reserve the right to conduct an in-person inspection to validate the claim. All transportation and inspection costs are the responsibility of the customer.
Resolution
If a defect covered by this warranty is confirmed, we will repair or replace the product as outlined in the "Warranty Coverage Structure" section above.
Your Statutory Rights
This warranty is provided in addition to, and does not affect, your statutory rights under the Consumer Protection (Fair Trading) Act (CPFTA), also known as the Lemon Law, in Singapore.
ESSEN General Policies
This 10-Year Limited Warranty is specific to manufacturing defects. All other terms and conditions as outlined in ESSEN's general policies apply to your purchase. For comprehensive information, please refer to: