Sleep naturally with the peace of mind that your Snoozel Green mattress and topper is covered by our 5 year guarantee. We will replace or repair all Mattresses and toppers that falls within the scope of our 5 year guarantee set out below (the “Guarantee”).
1.1 This Guarantee only applies to Snoozel Green Mattresses and toppers purchased in the UK.
1.2 Subject to any pause in accordance with clause 4.7 and or any invalidity which may arise by virtue of clause 3, this Guarantee is effective from the date your Mattress or topper is delivered and expires 5 years from that date.
1.3 This Guarantee is for your benefit as the original purchaser only and is not transferable to any other person. If you sell or transfer the Mattress or topper, or by any other means relinquish ownership of the Mattress or topper, the subsequent owner accepts the product ‘as is’, including all faults, and has no right to claim under this Guarantee.
1.4 This Guarantee is in addition to, and does not affect, your statutory rights in relation to defective products as set out in the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and any other relevant consumer protection legislation from time to time in force in the UK.
2.1 Subject to clause 3 and 4, you may seek to claim a replacement Mattress or topper under this Guarantee where your Mattress or topper exhibits one or more of the following material defects:
(a) the latex has split, cracked, torn or otherwise failed to retain its structural integrity;
(b) any material manufacturing defect affecting the cover, which causes it to rip, split or tear (NOTE: DEFECTS TO THE COVER WILL ONLY BE GUARANTEED FOR ONE YEAR).
(c) another material defect or combination of defects in the materials or workmanship which is not attributable, in Snoozel Green’s sole opinion, to the Mattress or topper being treated with a lack of reasonable care and does not fall within clause 3.
3.1 We reserve the right not to honour claims under this Guarantee at our discretion, in any circumstances, which include, but are not limited to, the following:
(a) the fault complained of relates to the normal softening of the Mattress or topper with age, whether attributable to the settling of the materials or otherwise;
(b) the fault complained of is normal wear and tear which could reasonably be expected to result from the Mattress or topper being used as a mattress or topper for sleeping on and in accordance with our instructions;
(c) the fault is the result of any kind of accident, abuse, negligence or wilful damage whether by you or any other person, animal, weather event or otherwise;
(d) the fault is the result of a force majeure event or act of nature beyond our reasonable control, including but not limited to fires, floods, natural disasters, wars or acts of terrorism;
(e) the Mattress or topper is in a soiled or unsanitary condition;
(g) the complaint relates to comfort preferences or localised firmness changes in the mattress or topper.
(h) where the mattress or topper is not used for its intended purpose as a mattress or topper for sleeping on, or is used in a manner contrary to our instructions regarding use, including without limitation, use by any individual weighing more than 18 stone (114kg), or where you fail to rotate your mattress or topper (by rotating the mattress or topper from “head to toe” on a horizontal plane, as opposed to “flipping” the mattress or toper on a vertical plane) at least once per month in the first three months following delivery, and thereafter at least once per six months;
(i) where the mattress or topper has been used without reasonable care. A user will be considered to have lacked reasonable care in circumstances which include but are not limited to the following:
(i) use without bed linen;
(ii) use with an unsuitable bed base. We consider a suitable bed base as including, but not being limited to, a supportive, dedicated mattress platform designed specifically for supporting a mattress, including a sprung or slatted bed frame, a divan base or a box spring. The slats on any slatted bed frame must be more than 2 inches in width and be no greater than 3 inches apart (most slatted bases are designed like this anyway). We don’t recommend the floor and other similar solid surfaces for our mattresses and toppers because they prevent the mattress and topper from breathing and ventilating on a vertical plane. These details regarding suitable bed bases are examples, given as non-exhaustive guidelines only, and Snoozel Green reserves the right to determine in writing whether a given bed base is suitable or not. Where you have any doubt as to whether a bed base, surface or platform is suitable, contact us and we will be able to confirm this for you in writing.
(iii) the mattress or topper being, handled or otherwise dealt with improperly, including by storing it on its side (we recognise that carrying and/or transporting the mattress or topper on its side may be necessary from time to time in order to affect its movement between rooms and/or premises, but we recommend keeping any such movement to a minimum); and/or
(iv) any other treatment which we reasonably consider as lacking the requisite degree of care.
(j) where you attempt to alter or repair the mattress or topper without our approval, consent or instruction or attempt to clean the mattress or toper with improper cleaning products or techniques (see our FAQ section for details);
4.1 Any claim under this Guarantee must be received within 30 days of the date you actually discovered the defect, or the date you ought reasonably to have discovered the defect, whichever is earlier.
4.2 Claims should be made to the original point of sale of the mattress or topper. For example, replacements for defective mattresses and toppers purchased on our website should be claimed directly from us by emailing firstname.lastname@example.org, while replacements for defective mattresses and toppers purchased through an authorised retailer should be claimed through that authorised retailer.
4.3 Upon seeking to claim under this Guarantee, Snoozel Green may require that your Mattress or topper is inspected in person by our independent inspection agent. Where you decline to facilitate this we shall be entitled to reject your claim. The report produced following such inspection may be used to assist us to determine whether your Mattress or topper falls within the scope of this Guarantee and therefore whether it is eligible to be replaced. Snoozel Green (with reference to the report of our inspection agent, if such is commissioned) is the sole arbiter of whether a mattress or topper is faulty and qualifies for a replacement under this Guarantee.
4.4 If Snoozel Green decides that you may receive a replacement Mattress or topper, the replacement will be delivered to you by our standard delivery method at no cost to you within 30 days of your claim being accepted.
4.5 Snoozel Green will either collect the faulty Mattress or topper upon delivery of the replacement, provided the collection address is in the country of purchase, or if agreed, arrange for you to return the Mattress or topper to us.
4.6 Snoozel Green will replace a Mattress or topper under this Guarantee a maximum of two times per order/customer. Any subsequent claim sought to be made under this Guarantee will, if accepted by Snoozel Green (in accordance with this clause 4), be honoured by way of a refund rather than another replacement. Snoozel Green reserves the right to deduct amounts from the value of such refund to account for use made of the product prior to any defect arising, assessed with regard to the time which elapsed between the delivery date of the Mattress or topper and the date of the claim. Snoozel Green is the sole arbiter regarding the amount of any such deduction.
4.7 Where a claim is made under this Guarantee, its duration will be paused until either (i) the claim is rejected by Snoozel Green or (ii) the claim is accepted, and a replacement Mattress or topper has been delivered by Snoozel Green. Upon the occurrence of either of the aforementioned events the duration of the Guarantee shall continue to run from the point at which it was paused until it expires in accordance clause 1.2.
This guarantee was updated and applies to all Mattresses and toppers ordered on or after 7th February 2021.