Triple Assurance Guarantee

A guarantee describes the conditions under and a period during in which a product can be returned, refunded or exchanged under the conditions of the guarantee. All Naturelle mattresses have a industry leading guarantee period of between 3 and 5 years.

Typically, a mattress guarantee would cover sagging and manufacturing faults such as coils breaking or tearing of Latex and material.

Good to know: Mattress guarantees do not make provision for any comfort issues. Therefore, if you’ve bought a mattress that is a bit too hard or too soft for your taste, you’ll have to scroll down to our 45-day trial period section.

At Naturelle, you’re obligated to do protect your mattress and bed in order to keep your mattress’ guarantee valid for the allocated period (e.g 3 years). A mattress guarantee entails looking at and transporting your mattress in a well and decent manner, as well as taking proper day-to-day care of it.

Here is a list of the most common mattress care practices to keep your guarantee intact:

• Purchase a mattress protector.
• Rotate and turn your mattress per Naturelle’s recommendations.
• Follow proper mattress hygiene protocol (use natural based cleaners that won’t damage or stain your mattress).
• Place your mattress on a supportive bed base.
• Do not remove any tags on your mattress.

Failing to comply with any of the above mattress care protocols could result in a void guarantee.

Now, let’s say you (think) you’ve bought the perfect mattress. But you are unsure if this bed really is for you. The firmness may be a little too soft (or firm) for your taste. Maybe the promised rock-hard firmness turns out to be not exactly what your sleep routine needs. Whichever the case; if you’ve bought a mattress from us and it turns out to hinder your sleep at night, we’ll gladly exchange it for you as per our 45-day comfort trial period.

This trial period includes an exchange period of 45-days after you’ve purchased your mattress and specifically refers to exchanging your mattress if it’s uncomfortable for your sleeping style.

There are some important factors of this 45-day trial period that you should keep in mind:

• You should allow your body to adjust to your new mattress. Therefore, you can only redeem this trial period once 21 days have elapsed since your purchase. Consequently, this makes way for you to truly test out your mattress since most people’s bodies need a few weeks to adjust to the newness of their fresh sleeper.
• Invest in a mattress protector. Much like the guarantee and warranty period, your 45-day trial period will be made null and void if you didn’t cover your mattress with a mattress protector.
• Products cannot be refunded, only exchanged.
• Delivery costs may be incurred if you make use of the trial period

Certain products qualify for a full refund under certain conditions. These all include standard regulations like:

• Keeping the product in its original packaging.
• Products must be unopened and unused.
• The refund must be requested before 30 days after the purchase has elapsed.

If the mattress is in its original condition, original packaging and unused, then yes! You’ll qualify for a full refund under the refunds policy.

However, if the mattress is has been used for less than 46 days, you’ll have to return your mattress under the 45-day comfort trial exchange policy.

If the mattress is defective in any way and is still under guarantee, you qualify to exchange your mattress under the guarantee policy. A guarantee card will have been included with your mattress.