Returns, Refunds & Product Warranty

Customers must inspect products as soon as reasonably possible after delivery or collection. Any visible shortage, incorrect product or transport damage should be recorded on the delivery note and reported to Premium Bed, with photographs, preferably within 48 hours.

Signing a delivery note confirms receipt and records the product's apparent condition, but does not remove any rights relating to latent defects that could not reasonably have been identified during delivery.

Damage caused after delivery through incorrect handling, transport arranged by the customer, unsuitable storage, installation or use will not be treated as a manufacturing defect.

Premium Bed does not automatically accept returns because a customer has changed their mind, selected the wrong size, found the mattress too firm or soft, or no longer requires the product.

Premium Bed may, at its discretion, accept a non-defective standard product returned within seven days after delivery or collection, provided that:

• Prior written return authorisation has been obtained.
• The product is unused, unopened, undamaged and in its original packaging.
• All labels, accessories and promotional items are included.
• Reasonable proof of purchase is provided.
• The product is not custom-made, personalised, specially ordered, clearance, display, refurbished, bulk, hospitality or commercial stock.

An approved voluntary return may be subject to a handling or restocking fee, ordinarily 15% of the product price, together with the actual collection or return-transport cost. Original delivery, installation and other services already performed are non-refundable, except where the law provides otherwise.

Premium Bed may refuse a discretionary return that does not satisfy these conditions. These restrictions do not apply where the product is defective or the customer has another statutory right of return.

Where ECTA applies, a consumer may cancel an eligible online purchase without giving a reason within seven days after receiving the goods. The consumer is responsible for the direct cost of returning the product.

This cooling-off right may not apply to products manufactured to the customer's specifications, personalised products, specially manufactured sizes or other goods excluded by law.

The customer should take reasonable care of the product pending its return. Premium Bed reserves its rights where a returned product has been damaged, contaminated or used beyond what was reasonably necessary to inspect it.

Any refund due under ECTA will be processed within the legally required period.

Where a transaction results from direct marketing and ECTA does not apply, the customer may cancel it by giving Premium Bed written or recorded notice within five business days after the later of:

• The date on which the transaction was concluded; or
• The date on which the goods were delivered.

Any refund will be processed in accordance with the CPA after the goods have been returned.

Where applicable under the CPA, a customer may return goods within 10 business days when:

• The customer did not have a reasonable opportunity to examine the goods before delivery and the goods do not correspond with the agreed type, quality or specifications.
• Products different from those ordered were delivered.
• The customer disclosed a specific intended purpose, relied on Premium Bed's advice and the product is reasonably unsuitable for that disclosed purpose.

Premium Bed may charge only those amounts permitted by law for use, consumption, repackaging or restoration.

For six months after delivery, products are covered by the CPA's implied warranty of quality. If a product fails to meet the CPA's quality requirements because of a qualifying defect, the customer may return it without penalty and at Premium Bed's risk and expense.

Subject to verification that the problem is a qualifying product failure or defect, the customer may choose:

• Repair;
• Replacement; or
• Refund of the price paid for the defective product.

This statutory protection does not apply where the problem was caused after the product left Premium Bed's control through misuse, abuse, negligence, unauthorised modification, unsuitable support, incorrect handling, failure to follow care instructions or ordinary wear and tear.

If a product is repaired and the same or a further failure contemplated by the CPA occurs within three months after the repair, Premium Bed will comply with the further remedy required by law.

Premium Bed products may carry:

• A full factory guarantee against covered manufacturing defects; and
• An extended, pro-rata service warranty for the remainder of the total warranty period.

The applicable periods vary by product and must be stated on the product page, invoice, order confirmation or product label. The guarantee period forms part of, and is not added to, the total warranty period.

Premium Bed's product schedule generally provides guarantees ranging from six months to three years and total warranties ranging from two to 15 years. Customers must confirm the period applicable to the exact product before purchase.

During the first six months, the customer's statutory remedy rights apply.

For the remaining portion of an additional factory-guarantee period, Premium Bed may, at its option and to the extent permitted by law:

• Repair the defective component;
• Replace the defective product or component with an equivalent product; or
• Provide an appropriate refund or credit.

Only the defective mattress, base or component will qualify. A defect in one part of a bed set does not automatically entitle the customer to replacement of the complete set.

If the original fabric, colour, design, material or product has been discontinued, Premium Bed may use or supply the closest reasonably equivalent material or product. An exact cosmetic match is not guaranteed.

After the full-guarantee period, Premium Bed may repair or replace a covered defective product on a pro-rata basis.

The customer's contribution will be determined using:

• The number of completed years the product has been in use;
• The total warranty period; and
• The current recommended retail price or reasonable repair cost of the same or nearest equivalent product.

Collection, redelivery, inspection and other transport costs may be charged during the pro-rata warranty period. The applicable contribution and costs will be disclosed before work proceeds.

If the customer chooses a higher-priced replacement, the customer must also pay the upgrade difference.

A repair or replacement does not restart or extend the original additional guarantee or service-warranty period, except where applicable law requires otherwise.

Subject to inspection and the applicable product specifications, cover is limited to manufacturing defects such as:

• Defective materials or workmanship;
• Failure of a spring system under normal use;
• Abnormal foam collapse;
• Structural failure or loose joints in a base under normal use;
• Stitching failure caused by defective workmanship; and
• A permanent mattress indentation greater than 35 mm, measured without weight on the mattress and excluding quilted seams and natural surface contours.

• Normal wear and tear, gradual softening or normal settling of comfort layers;
• Comfort preference or a change in the customer's preferred firmness;
• Body impressions or indentations of 35 mm or less;
• Minor cosmetic differences that do not affect normal product use;
• Fabric pilling, stretching, colour variation or fading caused by use or environmental exposure;
• Mattress height, width or length variation within a disclosed manufacturing tolerance;
• Damage caused by bending, folding, dragging, jumping, standing or incorrect moving;
• Cuts, burns, stains, spills, moisture, mould, odours, infestation or unsanitary conditions;
• Damage resulting from excessive weight or use beyond the product's stated load rating;
• Use on an incorrect, damaged, uneven, undersized or insufficiently supported base or frame;
• Use directly on the floor or in conditions that prevent reasonable ventilation;
• Failure to rotate or care for the mattress in accordance with the care instructions;
• Unauthorised repairs, alterations or removal of identification labels;
• Damage caused by the customer's courier, removal company or other third party;
• Use in hotels, lodges, rental accommodation, hostels, hospitals or other commercial environments unless the product was expressly sold for that use;
• Products sold as used, refurbished, display, clearance or "as-is", where their condition was clearly disclosed;
• Consequential damage to bedding, linen, furniture or other property, except where liability cannot lawfully be excluded.

A contaminated or unsanitary product may be refused for physical handling where it creates a health or safety risk. Premium Bed may request photographs or another safe inspection method. Statutory rights remain subject to applicable law.

To maintain the additional guarantee and warranty, the customer must:

• Use a suitable waterproof mattress protector from first use;
• Keep the product clean, dry and adequately ventilated;
• Use a correctly sized, flat and structurally sound Premium Bed base or equivalent support;
• Provide adequate centre support for larger bed sizes where required;
• Observe the product's stated weight capacity;
• Rotate the mattress regularly in accordance with the care guide;
• Flip the mattress only if it is specifically identified as double-sided; and
• Retain the invoice, order confirmation and product-identification information.

Failure to follow these requirements may invalidate the additional warranty where the failure caused or materially contributed to the damage.

View Mattress Care Instructions →

Before returning a product, the customer must contact Premium Bed and obtain a claim or return reference.

The customer may be required to provide:

• The invoice, receipt or other reasonable proof of purchase;
• Product name, size, delivery date and serial or identification label;
• Photographs or video of the entire product and reported problem;
• Photographs showing the base, frame and support structure;
• Measurements of any indentation using a straight edge; and
• A description of how the product has been used and maintained.

Premium Bed may arrange a virtual or physical inspection. The customer must provide reasonable access and cooperation. An inspection does not constitute acceptance of liability.

Where a claim falls outside statutory protection and inspection establishes that there is no covered manufacturing defect, the customer may be charged the reasonable inspection, collection and redelivery costs disclosed in advance.

Fraudulent, altered or materially misleading claims may be rejected and Premium Bed reserves all available rights.

A customer who purchased from an independent retailer should first submit the claim to that retailer. Premium Bed may assist with manufacturer assessment but does not replace the retailer's legal obligations.

Reseller, institutional, hospitality and bulk purchases are subject to the applicable supply agreement, quotation and product specifications.

Residential products used commercially are not covered by the additional commercial warranty unless Premium Bed approved that use in writing.

Approved refunds will be made to the original payer using the original payment method where reasonably possible, or by EFT into a verified bank account in the purchaser's name.

Voluntary refunds will ordinarily be processed within 14 business days after approval and receipt of the returned product. Statutory refunds will be processed within the period required by applicable law.

Third-party finance or payment-provider refunds must be processed through the relevant provider and may be subject to that provider's processing timelines.

Refunds are limited to the amount actually paid for the returned product, together with any other amount required by law.

To the fullest extent permitted by law, Premium Bed's liability under its additional guarantee or service warranty is limited to the remedy applicable to the defective product or component.

Premium Bed will not be liable under the additional warranty for loss of income, loss of business, loss of use, accommodation expenses or other indirect or consequential loss.

This limitation does not exclude liability that cannot lawfully be excluded, including applicable liability for unsafe or defective goods, gross negligence or harm covered by the CPA.

Premium Bed may amend this policy for future purchases. The version in effect on the purchase date will ordinarily apply to that purchase, subject to mandatory law.

This policy is governed by South African law. If any provision is invalid or unenforceable, the remaining provisions will continue to apply.

Premium Bed Manufacturing (Pty) Ltd
Factory Shop: Polokwane Industrial Park, Block C, Unit 13, 44 Lood Street, Ladanna, Polokwane
Contact: 015 493 2001
Email: info@premiumbed.co.za
Website: www.premiumbed.co.za