All John Lewis & Partners adult mattresses and divan bases are guaranteed for 7 years from the date of purchase (2 years for selected mattresses from John Lewis Open Spring Collection)

• Tuft or zip breakage
• Spring unit failure
• Side stitching coming apart
• Tape edge coming away
  

• Drawer runner failure, providing you’ve adhered to the weight limit
• Castor breakage
• Frame construction failure

If you need to make a claim and you bought your product online, please call our Customer Service team on 03456 049 049, 7am - 11pm, 7 days a week. If you've purchased your item in one of our shops, please call the relevant shop. 

• Proof of purchase is required
• Photographic evidence of the perceived fault is required to allow us to make efficient and timely decisions on the next course of action
• On receiving images we may instruct our experienced inspection providers to assess the mattress in your home. They will carry out a thorough inspection with a detailed report to allow us to move to the next stage
• For most faults our experienced inspection provider can repair these - examples include tuft breakage, seam failure etc. We feel this is the most timely and sustainable way of dealing with general mattress complaints
• If there is a fault that cannot be repaired or we’re unable to offer a repair service, meets the conditions of the guarantee and is within the guarantee period, we will replace it with the same model. If the model is no longer available, we will provide an equivalent product that matches the price paid of your current mattress, or this value can go towards the purchase of an alternative mattress
• We reserve the right to use alternative, similar materials, where the original is no longer available. Cloth cannot always be matched to the original

• Our mattresses are designed to work to their optimum level when paired with the corresponding divan base or one of our bedsteads. A mattress which fails having been used on a non-compatible divan base, or a bedstead where the gaps between the slats are greater than 75mm, will not be protected under the terms of this guarantee
  
• The guarantee does not apply to settlement of fillings unless outwith tolerance
• Soiled or unsanitary mattresses are not covered by the guarantee Please note that we reserve the right to refuse to collect any item we believe constitutes a health and safety risk to our employees, or anyone working on our behalf. We strongly recommend all mattresses are used with the correct mattress protector and bed linen to avoid this and invalidating the guarantee
• Damage from pets
• Please maintain the product in accordance with the care instructions supplied or in the mattress buying guide, e.g. not following rotation / turning instructions, otherwise the guarantee will not apply
• Incorrectly stored mattress i.e stored in damp conditions, stored on their side where fillings have dislodged and moved, rolling or folding the mattress (unless delivered rolled) or excessive bending on foam mattresses
• Your guarantee will not apply if there’s evidence of product abuse (such as jumping up and down on the bed), misuse, or use in a setting other than domestic by you or family
• If a divan set has been purchased then only the faulty element is covered – i.e. either the mattress or base