Warranty

10-Year Warranty

When you purchase a Onebed Essential Mattress, you automatically receive a 10-year limited manufacturer’s warranty from the date of purchase. In the case of an approved claim, Onebed will repair or replace the defective part at no cost to the customer for the first claim, including shipping cost (except for rural areas, go to Section C).  The replacement will be an identical item, if it is available, otherwise, it will be a similar product or our current design, whichever is applicable. For each subsequent approved claim, Onebed may charge a processing & handling fee payable by the customer of up to 30% of the retail price at our sole reasonable discretion.

A. Who is covered by the warranty?

The warranty covers the original purchaser of the Onebed mattress. Please retain a copy of your order confirmation as proof of purchase. The warranty is a benefit of the original purchaser and is non-transferable if the mattress has been resold.

B. What does the warranty cover?

The warranty covers the following defects in the Onebed mattress arising in the course of normal domestic use.

• The warranty covers any visible indentation greater than 20mm that is not from being pushed in or temporarily caused by external factors and is not a result of improper use, or the use of a frame that does not provide appropriate support.
• Any physical flaw in the mattress that causes the foam to significantly split or crack, provided the damage is not caused by mishandling of the mattress.
• Failure of the mattress zipper or tearing of the outer cover during normal usage and care. In the case of a defect to the cover, only the cover will be repaired or replaced.

C. What is not covered by the warranty?

Our warranty is limited to manufacturer defects listed in the above section, B. Examples below outline cases that are not covered by our warranty. Please note, the below examples give an indication of claims that will not be honoured but is not to be taken as an entire list of cases whereby your warranty will not be approved.

• A change in mind by the customer.
• A normal increase in the softness of the latex or foam, which does not result in a visible indentation greater than 20mm. If, however, your mattress has softened but does not show visible sinking or sagging of at least 20mm, let us know and we can offer you a brand-new mattress at 50% off the retail price.
• Mould, mildew, dirt, stains, or bed bug infestations. Information relating to proper care of your mattress can be found in our FAQs page.
• Exposure to unreasonably cold or hot conditions which cause the materials to crack, tear or permanently deform.
• Replacement of the entire mattress, due to a fault in a specific area. For example, a broken zipper will not result in full replacement mattress, but rather a replacement cover.
• A minor defect or change in the mattress which does not affect the pressure distributing properties.
• Shipping fee to a rural area that is beyond our tolerance/shipping fee limit. We will shoulder the bulk of the shipping cost but payment for additional delivery fees for the said area will be required in order to ship the replacement product.
• Any mattress manufactured by Onebed, sold by an independent retailer that is not an approved distributor.
• Any mattress sold “as-is”, “refurbished”, “used”, “comfort return”, “returned”, “previously owned”, “donated” or any other similar wording that has been clearly indicated to the customer that the mattress is not brand new.

The Warranty does not apply where you have damaged the goods by using them in a way that was unreasonable, for example if you have damaged or misused the mattress either by accident, intentionally or damages arising because you have neglected to use a protective cover or adhere to instructions for the proper care and cleaning of your mattress as outlined in our care instructions, or FAQ section of our website.

D. When does the warranty start?

The mattress is covered for 10 years from the date of purchase.  Replacements or repairs do not reset the warranty start date.

E. Customer Responsibilities & Expectations

In order to make a claim, the customer is expected to send a proof of purchase (an order number will suffice), a written description of the problem or suspected defect & photo evidence to support@onebed.com.au.

Onebed reserves the right at our sole discretion, to require photographs, video evidence, or to have the product shipped to us for physical inspection. In order to prevent exploitation, we require the customer to work with us in providing adequate proof of the defect.

In the event that the product is required to be shipped to us for physical inspection, you will not be responsible for these shipping costs.

The Warranty applies to original purchasers only and you must have proof of your original purchase in order to make a claim. Only defects arising in the course of normal domestic use are covered.

To be entitled to make a claim under Warranty or consumer guarantee you must notify us of any defect within 30 days of becoming aware of the issue.

F. How is a claim processed?

Once the evidence has been received from the customer, Onebed will evaluate the claim. The claim will be evaluated by Onebed and we will decide at our sole, reasonable discretion whether the claim is valid. Further information may be required by the customer depending on the claim. If we determine that the claim is valid, Onebed will repair, or replace the defective part and ship the repaired mattress, or repaired parts to the customer. If an item needs to be replaced, the replacement will be an identical item, if it is available, otherwise, it will be a similar product or our current design, whichever is applicable. The customer will be responsible for disposing the old mattress or may also choose to keep it as you deem fit.

Please choose carefully as refunds, credits or exchanges are not normally provided where you have simply changed your mind, made a wrong selection, decided you would prefer a firmer/softer mattress, or found the goods cheaper elsewhere. The only exception to this is returns made under our 125 Night Trial offer outlined below.

G. 125-Night Trial

We offer you a 125 night free trial where, if unsatisfied with your mattress for any reason, you may receive a full refund within 125 days of purchase and we will arrange to have the mattress picked up and donated to our nominated charity. Our 125-night trial is only applicable where the mattress is in reasonable condition, such that it will be accepted by one of our charity partner organizations. If the mattress has been unreasonably mishandled or stained to the point where our charity partner rejects the mattress on the basis of its poor condition, your 125-night trial will be not be honoured.

H. What if I would like a refund instead of repair/replacement?

Unless within the 125-night trial period as outlined above, our warranty does not entitle you to a refund. The warranty only covers replacement/repair of defects.

I. Warrantor

Onebed Pty. Ltd.
Support@onebed.com.au

15-Year Warranty

When you purchase a Onebed Original Mattress, you automatically receive a 15-year limited manufacturer’s warranty from the date of purchase. In the case of an approved claim, Onebed will repair or replace the defective part at no cost to the customer for the first claim, including shipping cost (except for rural areas, go to Section C).  The replacement will be an identical item, if it is available, otherwise, it will be a similar product or our current design, whichever is applicable. For each subsequent approved claim, Onebed may charge a processing & handling fee payable by the customer of up to 30% of the retail price at our sole reasonable discretion.

A. Who is covered by the warranty?

The warranty covers the original purchaser of the Onebed mattress. Please retain a copy of your order confirmation as proof of purchase. The warranty is a benefit of the original purchaser and is non-transferable if the mattress has been resold.

B. What does the warranty cover?

The warranty covers the following defects in the Onebed mattress arising in the course of normal domestic use.

• The warranty covers any visible indentation greater than 20mm that is not from being pushed in or temporarily caused by external factors and is not a result of improper use, or the use of a frame that does not provide appropriate support.
• Any physical flaw in the mattress that causes the foam or latex to significantly split or crack, provided the damage is not caused by mishandling of the mattress.
• Failure of the mattress zipper or tearing of the outer cover during normal usage and care. In the case of a defect to the cover, only the cover will be repaired or replaced.

C. What is not covered by the warranty?

Our warranty is limited to manufacturer defects listed in the above section, B. Examples below outline cases that are not covered by our warranty. Please note, the below examples give an indication of claims that will not be honoured but is not to be taken as an entire list of cases whereby your warranty will not be approved.

• A change in mind by the customer.
• A normal increase in the softness of the latex or foam, which does not result in a visible indentation greater than 20mm. If, however, your mattress has softened but does not show visible sinking or sagging of at least 20mm, let us know and we can offer you a brand-new mattress at 50% off the retail price.
• Mould, mildew, dirt, stains, or bed bug infestations. Information relating to proper care of your mattress can be found in our FAQs page.
• Exposure to unreasonably cold or hot conditions which cause the materials to crack, tear or permanently deform.
• Replacement of the entire mattress, due to a fault in a specific area. For example, a broken zipper will not result in full replacement mattress, but rather a replacement cover.
• A minor defect or change in the mattress which does not affect the pressure distributing properties.
• Shipping fee to a rural area that is beyond our tolerance/shipping fee limit. We will shoulder the bulk of the shipping cost but payment for additional delivery fees for the said area will be required in order to ship the replacement product.
• Any mattress manufactured by Onebed, sold by an independent retailer that is not an approved distributor.
• Any mattress sold “as-is”, “refurbished”, “used”, “comfort return”, “returned”, “previously owned”, “donated” or any other similar wording that has been clearly indicated to the customer that the mattress is not brand new.

The Warranty does not apply where you have damaged the goods by using them in a way that was unreasonable, for example if you have damaged or misused the mattress either by accident, intentionally or damages arising because you have neglected to use a protective cover or adhere to instructions for the proper care and cleaning of your mattress as outlined in our care instructions, or FAQ section of our website.

D. When does the warranty start?

The mattress is covered for 15 years from the date of purchase.  Replacements or repairs do not reset the warranty start date.

E. Customer Responsibilities & Expectations

In order to make a claim, the customer is expected to send a proof of purchase (an order number will suffice), a written description of the problem or suspected defect & photo evidence to support@onebed.com.au.

Onebed reserves the right at our sole discretion, to require photographs, video evidence, or to have the product shipped to us for physical inspection. In order to prevent exploitation, we require the customer to work with us in providing adequate proof of the defect.

In the event that the product is required to be shipped to us for physical inspection, you will not be responsible for these shipping costs.

The Warranty applies to original purchasers only and you must have proof of your original purchase in order to make a claim. Only defects arising in the course of normal domestic use are covered.

To be entitled to make a claim under Warranty or consumer guarantee you must notify us of any defect within 30 days of becoming aware of the issue.

F. How is a claim processed?

Once the evidence has been received from the customer, Onebed will evaluate the claim. The claim will be evaluated by Onebed and we will decide at our sole, reasonable discretion whether the claim is valid. Further information may be required by the customer depending on the claim. If we determine that the claim is valid, Onebed will repair, or replace the defective part and ship the repaired mattress, or repaired parts to the customer. If an item needs to be replaced, the replacement will be an identical item, if it is available, otherwise, it will be a similar product or our current design, whichever is applicable. The customer will be responsible for disposing the old mattress or may also choose to keep it as you deem fit.

Please choose carefully as refunds, credits or exchanges are not normally provided where you have simply changed your mind, made a wrong selection, decided you would prefer a firmer/softer mattress, or found the goods cheaper elsewhere. The only exception to this is returns made under our 125 Night Trial offer outlined below.

G. 125-Night Trial

We offer you a 125 night free trial where, if unsatisfied with your mattress for any reason, you may receive a full refund within 125 days of purchase and we will arrange to have the mattress picked up and donated to our nominated charity. Our 125-night trial is only applicable where the mattress is in reasonable condition, such that it will be accepted by one of our charity partner organizations. If the mattress has been unreasonably mishandled or stained to the point where our charity partner rejects the mattress on the basis of its poor condition, your 125-night trial will be not be honoured.

H. What if I would like a refund instead of repair/replacement?

Unless within the 125-night trial period as outlined above, our warranty does not entitle you to a refund. The warranty only covers replacement/repair of defects.

I. Warrantor

Onebed Pty. Ltd.
Support@onebed.com.au

15-Year Warranty

When you purchase a Onebed X Mattress, you automatically receive a 15-year limited manufacturer’s warranty from the date of purchase. In the case of an approved claim, Onebed will repair or replace the defective part at no cost to the customer for the first claim, including shipping cost (except for rural areas, go to Section C). The replacement will be an identical item, if it is available, otherwise, it will be a similar product or our current design, whichever is applicable. For each subsequent approved claim, Onebed may charge a processing & handling fee payable by the customer of up to 30% of the retail price at our sole reasonable discretion.

A. Who is covered by the warranty?

The warranty covers the original purchaser of the Onebed mattress. Please retain a copy of your order confirmation as proof of purchase. The warranty is a benefit of the original purchaser and is non-transferable if the mattress has been resold.

B. What does the warranty cover?

The warranty covers the following defects in the Onebed mattress arising in the course of normal domestic use.

• The warranty covers any visible indentation greater than 20mm that is not from being pushed in or temporarily caused by external factors and is not a result of improper use, or the use of a frame that does not provide appropriate support.
• Any physical flaw in the mattress that causes the foam or latex to significantly split or crack, provided the damage is not caused by mishandling of the mattress.
• Failure of the mattress zipper or tearing of the outer cover during normal usage and care. In the case of a defect to the cover, only the cover will be repaired or replaced.

C. What is not covered by the warranty?

Our warranty is limited to manufacturer defects listed in the above section, B. Examples below outline cases that are not covered by our warranty. Please note, the below examples give an indication of claims that will not be honoured but is not to be taken as an entire list of cases whereby your warranty will not be approved.

• A change in mind by the customer.
• A normal increase in the softness of the latex or foam, which does not result in a visible indentation greater than 20mm. If, however, your mattress has softened but does not show visible sinking or sagging of at least 20mm, let us know and we can offer you a brand-new mattress at 50% off the retail price.
• Mould, mildew, dirt, stains, or bed bug infestations. Information relating to proper care of your mattress can be found in our FAQs page.
• Exposure to unreasonably cold or hot conditions which cause the materials to crack, tear or permanently deform.
• Replacement of the entire mattress, due to a fault in a specific area. For example, a broken zipper will not result in full replacement mattress, but rather a replacement cover.
• A minor defect or change in the mattress which does not affect the pressure distributing properties.
• Shipping fee to a rural area that is beyond our tolerance/shipping fee limit. We will shoulder the bulk of the shipping cost but payment for additional delivery fees for the said area will be required in order to ship the replacement product.
• Any mattress manufactured by Onebed, sold by an independent retailer that is not an approved distributor.
• Any mattress sold “as-is”, “refurbished”, “used”, “comfort return”, “returned”, “previously owned”, “donated” or any other similar wording that has been clearly indicated to the customer that the mattress is not brand new.

The Warranty does not apply where you have damaged the goods by using them in a way that was unreasonable, for example if you have damaged or misused the mattress either by accident, intentionally or damages arising because you have neglected to use a protective cover or adhere to instructions for the proper care and cleaning of your mattress as outlined in our care instructions, or FAQ section of our website.

D. When does the warranty start?

The mattress is covered for 15 years from the date of purchase.  Replacements or repairs do not reset the warranty start date.

E. Customer Responsibilities & Expectations

In order to make a claim, the customer is expected to send a proof of purchase (an order number will suffice), a written description of the problem or suspected defect & photo evidence to support@onebed.com.au.

Onebed reserves the right at our sole discretion, to require photographs, video evidence, or to have the product shipped to us for physical inspection. In order to prevent exploitation, we require the customer to work with us in providing adequate proof of the defect.

In the event that the product is required to be shipped to us for physical inspection, you will not be responsible for these shipping costs.

The Warranty applies to original purchasers only and you must have proof of your original purchase in order to make a claim. Only defects arising in the course of normal domestic use are covered.

To be entitled to make a claim under Warranty or consumer guarantee you must notify us of any defect within 30 days of becoming aware of the issue.

F. How is a claim processed?

Once the evidence has been received from the customer, Onebed will evaluate the claim. The claim will be evaluated by Onebed and we will decide at our sole, reasonable discretion whether the claim is valid. Further information may be required by the customer depending on the claim. If we determine that the claim is valid, Onebed will repair, or replace the defective part and ship the repaired mattress, or repaired parts to the customer. If an item needs to be replaced, the replacement will be an identical item, if it is available, otherwise, it will be a similar product or our current design, whichever is applicable. The customer will be responsible for disposing the old mattress or may also choose to keep it as you deem fit.

Please choose carefully as refunds, credits or exchanges are not normally provided where you have simply changed your mind, made a wrong selection, decided you would prefer a firmer/softer mattress, or found the goods cheaper elsewhere. The only exception to this is returns made under our 125 Night Trial offer outlined below.

G. 125-Night Trial

We offer you a 125 night free trial where, if unsatisfied with your mattress for any reason, you may receive a full refund within 125 days of purchase and we will arrange to have the mattress picked up and donated to our nominated charity. Our 125-night trial is only applicable where the mattress is in reasonable condition, such that it will be accepted by one of our charity partner organizations. If the mattress has been unreasonably mishandled or stained to the point where our charity partner rejects the mattress on the basis of its poor condition, your 125-night trial will be not be honoured.

H. What if I would like a refund instead of repair/replacement?

Unless within the 125-night trial period as outlined above, our warranty does not entitle you to a refund. The warranty only covers replacement/repair of defects.

I. Warrantor

Onebed Pty. Ltd.
Support@onebed.com.au

5-Year Warranty

When you purchase a Onebed Adjustable Frame, you automatically receive a 5-year limited manufacturer’s warranty from the date of purchase. In the case of an approved claim, Onebed will repair or replace the defective part at no cost to the customer for the first claim, including shipping cost (except for rural areas, go to Section C). The replacement will be the damaged part or an identical item if necessary and available, otherwise, it will be a similar product or our current design, whichever is applicable. For each subsequent approved claim, Onebed may charge a processing & handling fee payable by the customer of up to 30% of the retail price at our sole reasonable discretion.

A. Who is covered by the warranty?

The warranty covers the original purchaser of the Onebed Adjustable Frame. Please retain a copy of your order confirmation as proof of purchase. The warranty is a benefit of the original purchaser and is non-transferable if the mattress has been resold.

B. What does the warranty cover?

The warranty covers malfunction of the motor as a result of manufacturer workmanship or defective materials of the Onebed Adjustable Frame that has at all times been used for normal domestic use.

C. What is not covered by the warranty?

Our warranty is limited to manufacturer defects listed in the above section, B. Examples below outline cases that are not covered by our warranty. Please note, the below examples give an indication of claims that will not be honoured but is not to be taken as an entire list of cases whereby your warranty will not be approved.

• A change in mind by the customer.
• Exposure to unreasonably cold or hot conditions which damage the materials.
• Replacement of the entire frame, due to a fault in a specific area. For example, a broken motor will not result in full replacement frame, but rather a replacement motor; a broken leg will not result in full replacement frame, but rather replacement frame legs only.
• Any frame manufactured by Onebed, sold by an independent retailer that is not an approved distributor.
• Mould, mildew, dirt, stains, pilling or bed bug infestations. Information relating to proper care of your mattress can be found in our FAQs page.
• Shipping fee to a rural area that is beyond our tolerance/shipping fee limit. We will shoulder the bulk of the shipping cost but payment for additional delivery fees for the said area will be required in order to ship the replacement product.
• Any unsought aspects which are a standard feature of the product, such as the level of adjustment capabilities, suitability or alignment of the mattress (whether a Onebed or a different mattress) to the frame or motor noise when adjusting frame positions.
• Any frame sold “as-is”, “refurbished”, “used”, “comfort return”, “returned”, “previously owned”, “donated” or any other similar wording that has been clearly indicated to the customer that the frame is not brand new.

The Warranty does not apply where you have damaged the goods by using them in a way that was unreasonable, for example if you have damaged or misused the frame either by accident or intentionally.

D. When does the warranty start?

The frame is covered for 5 years from the date of purchase.  Replacements or repairs do not reset the warranty start date.

E. Customer Responsibilities & Expectations

In order to make a claim, the customer is expected to send a proof of purchase (an order number will suffice), a written description of the problem or suspected defect & photo evidence to support@onebed.com.au.

Onebed reserves the right at our sole discretion, to require photographs, video evidence, or to have the product shipped to us for physical inspection. In order to prevent exploitation, we require the customer to work with us in providing adequate proof of the defect.

In the event that the product is required to be shipped to us for physical inspection, you will not be responsible for these shipping costs.

The Warranty applies to original purchasers only and you must have proof of your original purchase in order to make a claim. Only defects arising in the course of normal domestic use are covered.

To be entitled to make a claim under Warranty or consumer guarantee you must notify us of any defect within 30 days of becoming aware of the issue.

F. How is a claim processed?

Once the evidence has been received from the customer, Onebed will evaluate the claim. The claim will be evaluated by Onebed and we will decide at our sole, reasonable discretion whether the claim is valid. Further information may be required by the customer depending on the claim. If we determine that the claim is valid, Onebed will repair, or replace the defective part and ship the repaired mattress, or repaired parts to the customer. If an item needs to be replaced, the replacement will be an identical item, if it is available, otherwise, it will be a similar product or our current design, whichever is applicable. The customer will be responsible for disposing the old frame or may also choose to keep it as you deem fit.

Please choose carefully as refunds, credits or exchanges are not normally provided where you have simply changed your mind, made a wrong selection, or found the goods cheaper elsewhere.

G. What if I would like a refund instead of repair/replacement?

Our warranty does not entitle you to a refund. The warranty only covers replacement/repair of defects.

H. Warrantor

Onebed Pty. Ltd.
Support@onebed.com.au

5-Year Warranty

When you purchase a Onebed Platform, you automatically receive a 5-year limited manufacturer’s warranty from the date of purchase. In the case of an approved claim, Onebed will repair or replace the defective part at no cost to the customer for the first claim, including shipping cost (except for rural areas, go to Section C). The replacement will be the damaged part or an identical item if necessary and available, otherwise, it will be a similar product or our current design, whichever is applicable. For each subsequent approved claim, Onebed may charge a processing & handling fee payable by the customer of up to 30% of the retail price at our sole reasonable discretion.

A. Who is covered by the warranty?

The warranty covers the original purchaser of the Onebed Platform. Please retain a copy of your order confirmation as proof of purchase. The warranty is a benefit of the original purchaser and is non-transferable if the frame has been resold.

B. What does the warranty cover?

The warranty covers structural integrity of the Onebed Platform that would prevent it from being used properly and safely as a bed frame, provided that the Onebed Platform has at all times been used for normal domestic use.

C. What is not covered by the warranty?

Our warranty is limited to manufacturer defects listed in the above section, B. Examples below outline cases that are not covered by our warranty. Please note, the below examples give an indication of claims that will not be honoured but is not to be taken as an entire list of cases whereby your warranty will not be approved.

• A change in mind by the customer.
• Normal wear and tear, including minor pilling on the fabric, fading, stains and discolouration, chipping of paint, and the like.
• Slight variations such as minor gaps or other imperfections on the product.
• Damage caused by improper use, cleaning, maintenance, treatment, storage and the like, caused by your acts or omission.
• Damage caused by alterations/modifications made to the product or where the product is used in an manner not for its intended purpose.
• Replacement of the entire frame, due to a fault in a specific area. For example, a broken legs will not result in full replacement frame, but rather a replacement frame legs only.
• Any frame manufactured by Onebed, sold by an independent retailer that is not an approved distributor.
• Mould, mildew, dirt, stains, or bed bug infestations.
• Shipping fee to a rural area that is beyond our tolerance/shipping fee limit. We will shoulder the bulk of the shipping cost but payment for additional delivery fees for the said area will be required in order to ship the replacement product.
• Any frame sold “as-is”, “refurbished”, “used”, “comfort return”, “returned”, “previously owned”, “donated” or any other similar wording that has been clearly indicated to the customer that the frame is not brand new.

D. When does the warranty start?

The frame is covered for 5 years from the date of purchase. Replacements or repairs do not reset the warranty start date.

E. Customer Responsibilities & Expectations

In order to make a claim, the customer is expected to send a proof of purchase (an order number will suffice), a written description of the problem or suspected defect & photo evidence to support@onebed.com.au.

Onebed reserves the right at our sole discretion, to require photographs, video evidence, or to have the product shipped to us for physical inspection. In order to prevent exploitation, we require the customer to work with us in providing adequate proof of the defect.

In the event that the product is required to be shipped to us for physical inspection, you will not be responsible for these shipping costs.

The Warranty applies to original purchasers only and you must have proof of your original purchase in order to make a claim. Only defects arising in the course of normal domestic use are covered.

To be entitled to make a claim under Warranty or consumer guarantee you must notify us of any defect within 30 days of becoming aware of the issue.

F. How is a claim processed?

Once the evidence has been received from the customer, Onebed will evaluate the claim. The claim will be evaluated by Onebed and we will decide at our sole, reasonable discretion whether the claim is valid. Further information may be required by the customer depending on the claim. If we determine that the claim is valid, Onebed will repair, or replace the defective part and ship the repaired frame, or repaired parts to the customer. If an item needs to be replaced, the replacement will be an identical item, if it is available, otherwise, it will be a similar product or our current design, whichever is applicable. The customer will be responsible for disposing the old frame or may also choose to keep it as you deem fit.

Please choose carefully as refunds, credits or exchanges are not normally provided where you have simply changed your mind, made a wrong selection, or found the goods cheaper elsewhere.

G. What if I would like a refund instead of repair/replacement?

Our warranty does not entitle you to a refund. The warranty only covers replacement/repair of defects.

H. Warrantor

1-Year Warranty

When you purchase a Onebed Mattress Protector, you automatically receive a 1-year limited manufacturer’s warranty from the date of purchase. In the case of an approved claim, Onebed will repair or replace the defective part at no cost to the customer for the first claim, including shipping cost (except for rural areas, go to Section C). The replacement will be an identical item, if it is available, otherwise, it will be a similar product or our current design, whichever is applicable. For each subsequent approved claim, Onebed may charge a processing & handling fee payable by the customer of up to 30% of the retail price at our sole reasonable discretion.

A. Who is covered by the warranty?

The warranty covers the original purchaser of the Onebed Mattress Protector. Please retain a copy of your order confirmation as proof of purchase. The warranty is a benefit of the original purchaser and is non-transferable if the mattress has been resold.

B. What does the warranty cover?

The warranty covers rips or tears to the mattress protector from normal use and not caused by external factors, defect in the elastic band that does not allow secure fitting of the mattress protector to the mattress and any physical flaw in the product, which is not consistent with the intended manufactured design and prevents the product from functioning as specified by Onebed Pty Ltd.

C. What is not covered by the warranty?

Our warranty is limited to manufacturer defects listed in the above section, B. Examples below outline cases that are not covered by our warranty. Please note, the below examples give an indication of claims that will not be honoured but is not to be taken as an entire list of cases whereby your warranty will not be approved.

• A change in mind by the customer.
• Personal preference such as, but not limited to, wrong size ordered, not the right fit to the mattress (dimensions of the mattress protectors are posted on the website), sensitivity to the materials used, and the like.
• Any damage caused by abuse, improper treatment, neglect, or misuse.
• Mould, mildew, dirt, stains, pilling or bed bug infestations.
• Exposure to unreasonably cold or hot conditions which damage the materials.
• Any product manufactured by Onebed, sold by an independent retailer that is not an approved distributor.
• Damage or wear and tear during or after usage in a commercial environment.
• Shipping fee to a rural area that is beyond our tolerance/shipping fee limit. We will shoulder the bulk of the shipping cost but payment for additional delivery fees for the said area will be required in order to ship the replacement product.
• Any unsought or unexpected properties which are a standard feature of the product.
• Any mattress protector sold “as-is”, “refurbished”, “used”, “comfort return”, “returned”, “previously owned”, “donated” or any other similar wording that has been clearly indicated to the customer that the product is not brand new.

D. When does the warranty start?

The mattress protector is covered for 1 year from the date of purchase.  Replacements do not reset the warranty start date.

E. Customer Responsibilities & Expectations

In order to make a claim, the customer is expected to send a proof of purchase (an order number will suffice), a written description of the problem or suspected defect & photo evidence to support@onebed.com.au.

Onebed reserves the right at our sole discretion, to require photographs, video evidence, or to have the product shipped to us for physical inspection. In order to prevent exploitation, we require the customer to work with us in providing adequate proof of the defect.

In the event that the product is required to be shipped to us for physical inspection, you will not be responsible for these shipping costs.

The Warranty applies to original purchasers only and you must have proof of your original purchase in order to make a claim. Only defects arising in the course of normal domestic use are covered.

To be entitled to make a claim under Warranty or consumer guarantee you must notify us of any defect within 30 days of becoming aware of the issue.

F. How is a claim processed?

Once the evidence has been received from the customer, Onebed will evaluate the claim. The claim will be evaluated by Onebed and we will decide at our sole, reasonable discretion whether the claim is valid. Further information may be required by the customer depending on the claim. If we determine that the claim is valid, Onebed will replace the defective item and ship the replacement. The replacement will be an identical item, if it is available, otherwise, it will be a similar product or our current design, whichever is applicable. The customer will be responsible for disposing the old mattress protector or may also choose to keep it as you deem fit.

Please choose carefully as refunds, credits or exchanges are not normally provided where you have simply changed your mind, made a wrong selection, or found the goods cheaper elsewhere.

G. What if I would like a refund instead of replacement?

Our warranty does not entitle you to a refund. The warranty only covers replacement of defects.

H. Warrantor

Onebed Pty. Ltd.
Support@onebed.com.au