Luxara is pleased to offer customers a 10 Year Warranty on all mattresses.
Our warranty covers you against faulty workmanship and/or faulty materials commencing on the date the mattress was originally delivered and is valid only to the original purchaser of the product as indicated on the original sales invoice. This warranty does not extend to normal wear and tear, or damage caused by abuse, misuse or negligence.
Please inspect your purchase and notify us of any faults or damage immediately. These must be reported within 24 hours of delivery. Faulty claims outside this time frame will be assessed under our warranty.
If you believe there is fault with your Luxara mattress, we require an image of the mattress without any bedding linen, highlighting the alleged fault area.
Once the request has been approved by our team, we will collect the mattress from you and provide you with a refund or with a replacement. Luxara reserves the right to refuse service or pickup if the product is found to be in an unsanitary condition.
The sleeping panel on your mattress is made up of a combination of foam and comfort fibres, and when the mattress is new you will notice that the panel is uniform in appearance. However, as the mattress wears, those layers will respond to your body and consequently, will reduce marginally in loft. This is completely normal and highlights that the layers are performing as they should. This marginal reduction in loft does not affect the performance, support or lifespan of the mattress.
In addition to the other exclusions stated on this page, Luxara specifically excludes from the warranty;
All mattresses should be rotated on a regular basis. Single sided mattresses need just to be rotated around 180 degrees. 2 sided mattresses need to be flipped over and rotated around 180 degrees. We recommend that a mattress should be rotated every 2 weeks in the first month after the purchase and then done once a month for the duration of the warranty period. Failure to rotate your mattress will void the warranty.
During the warranty period, if Luxara is satisfied that material or workmanship is faulty, it will repair or replace the product at its option. However, the warranty period will not be extended or changed as a result of repair or replacement under the terms of this warranty or otherwise. Luxara will cover transport costs arising from repair or replacement under the terms of this Warranty during the first 12 months of the Warranty period. After 12 months transportation costs are to be met by the purchaser.
Luxara reserves the right to substitute material of equal quality on the particular items being repaired or replaced if identical material is not available at the time of repair or replacement.
Luxara reserves the right not to handle items for repair if, in its opinion, they have been tampered with or misused by the purchaser beyond reasonable wear or if the product has been physically damaged intentionally or due to accident and/or neglect: including burns, cuts, water damage, mould, stains, soiled by blood or urine and if it is unsanitary. Use of a mattress protector is advisable at all times.