Emerald Rest Guarantee

What Our Guarantee Covers

Our guarantee is designed to cover genuine faults in materials or workmanship that occur under normal domestic use. This may include issues such as faulty bed frames, defective ottoman mechanisms, storage drawers that do not operate properly, or mattress faults that are confirmed as manufacturing defects.

If your product develops a fault that appears to be caused by defective materials or workmanship, we will review the issue and advise the most appropriate next step. This may involve a repair, replacement part, replacement product, or another fair resolution depending on the circumstances.

How Long The Guarantee Lasts

The length of your guarantee depends on the product purchased. Many of our core beds and mattresses include a 3 year guarantee, while some products or ranges may have a different guarantee period.

Your guarantee normally starts from the date of delivery. The relevant guarantee period will be shown on the product page, order details or supporting product information.

What’s Not Included

The guarantee is intended to cover genuine manufacturing faults. It does not usually cover issues caused by everyday use, accidental damage, misuse, incorrect assembly or failure to follow care guidance.

• Normal wear and tear over time, including gradual softening of mattresses or natural fabric changes.
• Accidental damage, including spills, stains, burns, rips, cuts or impact damage after delivery.
• Misuse, overloading, dragging furniture, or using the product in a way it was not designed for.
• Incorrect assembly, self-modification, unsuitable bases or unsupported frames.
• Comfort preference, such as finding a mattress too firm or too soft after use.
• Issues caused by poor care, damp rooms, mould, moisture damage or failure to use a suitable mattress protector where recommended.

How To Make A Claim

If you believe your product has developed a fault, please contact our team as soon as possible. Include your order number, a brief description of the issue and clear photos or videos showing the problem.

Once we receive your details, we will review the information and let you know the next step. We may ask for further photos, videos or details so that we can assess the issue properly.

What You’ll Need To Provide

To help us process your claim quickly, please provide:

• Your order number.
• Your name, contact details and delivery postcode.
• A copy of your order confirmation or proof of purchase where available.
• Clear photographs or a short video showing the issue.
• A brief explanation of when you first noticed the problem and how it occurred.

Without these details, we may not be able to verify your claim or move it forward.

Next Steps After Your Claim

Once your claim has been reviewed, we will explain the options available. Depending on the issue, this may include:

• A repair where the fault can be resolved with a replacement part or repair.
• A replacement where a like-for-like replacement is appropriate.
• A refund or part refund where neither a repair nor replacement is suitable, taking into account the age, use and condition of the product.

We will guide you through each stage and aim to resolve genuine faults as quickly and smoothly as possible.

Tips To Keep Your Guarantee Valid

Looking after your product properly helps protect both its comfort and your guarantee. We recommend the following:

• Use the correct base or frame for your mattress.
• Rotate or turn your mattress where recommended.
• Use a mattress protector to help prevent stains, moisture and dust build-up.
• Avoid overloading drawers or sitting/standing on unsupported edges.
• Keep your bed or mattress in a dry, ventilated room.
• Follow any care instructions provided with your product.

If you are unsure how to care for your product, contact us and we’ll be happy to advise.