Deluxe Beds Claim Policy


Here at Deluxe Beds ltd we pride ourselves on our quality of our finished products. However, we are aware that in some certain instances issues may arise with the product.

All our products come with a minimum of 12 months guarantee and can be up to 5 years, dependent on the model bought.

If an issue arises during the guarantee, please follow our returns procedure by emailing us to by providing the following required information: your Complain Description, Photos that shows the issue, Our Invoice Number and Delivery Date.

If your claim is for body impressions, dips, sinking or sagging please download and follow the guide. MATTRESS WARRANTY CLAIM GUIDE

The form must be uploaded correctly by answering any questions that are mandatory.

A picture must be uploaded with the production date on the fire label. If a fire label has been removed then all warranty and guarantees are voided.

Once we receive the claim form, we will reply to you within 72 hours outlining next steps.

Our claims team will look at the information provided and respond accordingly. This may be in the following ways, we may ask for the product to be collected, we also may use a third party to assess the issue on site.

When using the third-party company, we will cover any costs incurred by them providing the fault is deemed to be on behalf of Deluxe Beds, However, if the fault is not determined to be fault of Deluxe Beds, Charges will be payable for the third parties’ services, all costs can be requested prior to the booking of this service from our claims team.

Providing the claim has been successful the sales team will order a replacement mattress at the same costs of the original order onto your account.

When the ordered replacement has been manufactured, the item will be despatched through our delivery team who will collect the old item at the time of delivery.

When we receive the old product back and any final checks are complete, the item will be credited back to your account by our accounts team providing all our findings fall under the guarantee.

Disclaimer – by submitting a claim you are claiming that the fault lies with Deluxe beds ltd falsely submitting information in the claim may lead occur charges for time, transportation, materials, labour and any other costs that are deemed necessary.

Special orders

When placing an order for any special product, this can be one of the following:

  1. Non-standard sized Product
  2. Own label product
  3. Special requests on fabrics

These are non-returnable unless faulty.

Cancelled Orders

When production has started on the product there will be a surcharge of 50% of the total price to cancel the order.