Warranty

Warranty

CHIRO CARE MATTRESSES BRISBANE

Mattress Warranty & Guarantee

Please read this warranty carefully it explains what's covered, what isn't, and how to make a claim if your mattress develops a genuine manufacturing fault.

01 Our Warranty Commitment

Chiro Care Mattresses is committed to setting the standard for quality sleep. In the unlikely event that a product fails to meet our high standards, we offer a warranty/guarantee to the original purchaser to replace the product against faulty workmanship and materials, for the period listed against each series below.

  • Under workplace and public health regulations, manufacturers are not permitted to handle products returned in an unsanitary condition. We strongly advise using a mattress protector at all times to avoid soiling.  This is essential if you wish for your warranty/guarantee to remain valid.

  • All mattresses and adjustable bases are also covered by the separate terms and conditions of their manufacturer, which apply alongside this warranty.

  • Due to the high quality and density of our mattresses, please allow adequate time for a new mattress to settle in.  Typically 2–3 months before assessing its comfort or firmness.

02 Warranty Periods by Series

Warranty length depends on the mattress series you've purchased, reflecting the materials and construction used in that range:

Warranty Period

Mattress Series

12 months

Promo series, Kaspa series

3 years

Organic series, Orthopaedic Posture Support & Back Care series

5 years

Premium Back Care series, Paris series

10 years

Empire, Royal, Crown Plush, Crown Medium Orthopaedic, Castle & Washington series, Platinum Orthopaedic B, IHeal Orthopaedic

15 years

Palace, Prestige, Crown, Royal Crown series

20 years

Manhattan series, Crown Prestige series, Orthopaedic Platinum, Hilton series

12 months

All bedding furniture (bases, headboards & adjustable frames)


All mattresses sold ex-display are sold as-is: they do not come with a warranty and are non-refundable.

03 What's Covered

This warranty/guarantee covers the following specific manufacturing faults under conditions of normal household use:

  • Coils or wires that are loose or broken.

  • Coils or wires that protrude through or tear the mattress cover.


Where a claim is approved, we will repair or replace the mattress at our discretion, using materials of comparable quality where the original materials are no longer available.

04  What's Not Covered

  • Soiled mattress covers, including stains, burns and rips.

  • Soiling or damage identified after the mattress has been picked up from any of our stores or events.

  • Evidence of pets having had direct contact with the mattress, or evidence the mattress has been cleaned with a foreign object (e.g. a stick).

  • New mattress material odour - this is normal for new foam and fabric and will dissipate with ventilation.

  • Normal body impressions: all mattresses develop body impressions as the comfort layers conform to the body to provide pressure relief. Impressions of up to 40mm on a pillow or euro-top mattress, and up to 25mm on a hard-top mattress, are considered normal and are not a defect.

  • Torn handles: handles are designed to help with positioning the mattress, not to support its full weight, so tears to handles are not covered.

  • Normal wear & tear: damage caused by mishandling, abuse, misuse or negligence, including folding, bending, standing or jumping on the mattress.

  • Change of mind: please consider your selection of bed height, sheet fit and comfort preference carefully prior to purchase.

  • Heat-related issues.

  • Incorrect foundation use, including: mattress damage caused by insufficient support on a slat base where slats are spaced more than 3cm apart; a mattress used directly on the floor; damage caused by defective timber or metal slats; or damage caused by a base system that doesn't provide adequate support.

05  Protect Your Investment

  • Rotate your Chiro Care mattress head to toe every three to six months, as recommended.  This helps even out slight body impressions over time.

  • Always use a mattress protector to guard against soiling and help keep your warranty valid.

  • Remove and destroy the plastic delivery bag once your mattress is unpacked. Do not sleep on the mattress while it's still bagged.

  • We highly recommend installing support boards on top of any slat base to help ensure your mattress remains adequately supported and your guarantee stays valid.

  • A limit of one claim can be made in any given time or period under the guarantee for a specific mattress.

06  Service & Inspection Charges

Preliminary inspection

Prior to a Chiro Care Mattresses representative visiting you at home, we require a clear image of the mattress showing the claimed defect. Chiro Care Mattresses reserves the right to refuse service or pickup if the product is found to be in an unsanitary condition.

Home inspection

Our customer service team will call to arrange a suitable time to inspect the mattress at your home within a reasonable timeframe.

Call-out fee: Chiro Care Mattresses reserves the right to charge an upfront call-out fee prior to inspection, at any stage during the life of the mattress. This fee will be refunded in full should a genuine manufacturing fault be discovered.


  • Chiro Care Mattresses will cover Service call costs within the first year of the warranty period.

  • If a defect appears after the first year of the warranty, the customer is responsible for all transportation costs.

  • No transportation costs will be accepted or reimbursed without prior approval from Chiro Care Mattresses.

  • If identical materials aren't available at the time of a repair, Chiro Care Mattresses reserves the right to substitute materials of comparable quality.

  • It is at the discretion of our assessor to determine whether the mattress has been adequately supported in accordance with these terms and conditions.

07  How to Make a Warranty Claim

You must notify us of the defect within 7 days of it first appearing to be entitled to make a claim under this warranty.


To lodge a claim, please email the following to info@chirocaremattressesbrisbane.com.au:

  • Your full name and address.

  • Full details of the defect, including clear photographs.

  • Your original proof of purchase.

Once received, our team will review your claim and be in touch to arrange the next steps, which may include a preliminary photo assessment followed by a home inspection as set out above.

Ready to lodge a warranty claim, or have a question about your cover?

info@chirocaremattressesbrisbane.com.au

© Chiro Care Mattresses - This warranty is in addition to, and does not limit, your rights under the Australian Consumer Law.