Warranty

Zzz Atelier Warranty

We stand behind the quality of our products. Selected Zzz Atelier mattresses are supplied with a 10-Year or 15-Year Limited Warranty. Our bed frames, sofa beds, sofas and loungers are supplied with a 12-Month Limited Warranty. The applicable warranty period is shown on the relevant product page or purchase documentation.

This is an additional voluntary warranty against defects. It covers eligible manufacturing defects in materials or workmanship under normal residential use, subject to the eligibility requirements, exclusions, assessment process and benefit limits below. For mattresses, the limited warranty includes an initial no-charge product remedy period followed by pro-rated cover.

This voluntary warranty is separate from any 100 Night Comfort Trial or change-of-mind return policy. It does not replace or limit rights that may apply under Australian Consumer Law.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The benefits provided by this voluntary warranty are in addition to other rights and remedies available to you under law. Nothing in this warranty excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified.

Australian Consumer Law rights are not limited to the stated voluntary warranty period and may continue for a period that is reasonable having regard to the product, price, representations and other relevant circumstances. The pro-rata contributions, exclusions, transport terms and benefit limits in this voluntary warranty do not apply where Australian Consumer Law requires a different remedy.

Warranty Periods

Product category	Voluntary warranty period
Selected mattresses	10 or 15 years, depending on the model
Bed frames	12 months
Sofa beds	12 months
Sofas and loungers	12 months
Pillows and accessories	No additional voluntary manufacturer warranty

The warranty period begins on the original purchase date. Please retain evidence of that date and check the applicable period on your product page or purchase documentation.

Pillows and accessories remain subject to Australian Consumer Law, even though we do not offer an additional voluntary manufacturer warranty for those items.

Who Is Covered

This voluntary warranty applies to the original purchaser and is not transferable. The product must have been purchased from Zzz Atelier or an authorised Zzz Atelier retail or marketplace authorised re-seller, and the claim must be supported by reasonable proof of purchase.

The product must have been used for normal residential purposes and used, supported, maintained and cared for in accordance with applicable product instructions. Different voluntary warranty terms apply only where Zzz Atelier has expressly agreed them in writing.

These conditions apply to the additional voluntary warranty only. They do not restrict any separate rights that may apply under Australian Consumer Law.

What Is Covered

Subject to these terms, this voluntary warranty covers manufacturing defects caused by faulty materials or workmanship under normal residential use. A claim must concern an actual product defect. Personal comfort, firmness preference, sleeping experience or suitability for an individual user does not, by itself, establish a manufacturing defect.

Mattresses

Broken or defective pocket springs caused by a manufacturing defect.
Coils or wires protruding through the mattress as a result of a manufacturing defect.
Permanent body impressions or indentations greater than 38 mm, measured without weight on the mattress, where the mattress has been continuously supported by a suitable bed frame or foundation and the impression results from a covered manufacturing defect.
Physical manufacturing defects in structural or support foam that cause abnormal splitting or cracking under normal residential use.

Bed Frames, Sofa Beds, Sofas and Loungers

Structural defects caused by faulty materials or workmanship.
Failure of fittings, hardware, mechanisms or other components caused by a manufacturing defect that materially affects intended function or safety.
Faulty workmanship that materially affects the intended use of the product.
For foam-based sofas and sofa beds, abnormal splitting or cracking of structural foam, or defective bonding or joins, caused by a manufacturing defect that materially affects intended use.

Furniture cover applies to the construction of the particular product. A frameless foam sofa or sofa bed does not need to contain a timber or metal frame to qualify for an eligible manufacturing-defect claim. Normal settling, softening, upholstery wear and personal comfort preferences are excluded as described below.

Personal Comfort, Firmness and Suitability

Firmness descriptions and numerical firmness ratings are general comfort guides. How a mattress or upholstered product feels can vary between users because of body weight, sleeping position, previous products, room conditions and personal preference. A product feeling firmer, softer or otherwise different from a customer’s personal expectation does not, by itself, establish a manufacturing defect.

Reports of discomfort, aches, back pain, pressure or sleep preference will be considered as part of the information supplied, but do not by themselves prove that the product is defective. This section does not limit any Australian Consumer Law right arising from an applicable consumer guarantee or an express representation made about the product.

Pro-Rated Mattress Warranty

The schedule below applies only to approved claims dealt with under the additional voluntary mattress warranty. It does not apply where Australian Consumer Law requires a remedy without a customer contribution.

Mattress warranty	No charge product remedy period	Contribution after that period
10 years	First 2 years	Original product purchase price × completed years since purchase ÷ 10
15 years	First 2 years	Original product purchase price × completed years since purchase ÷ 15

During the initial no-charge period, an approved voluntary-warranty claim will not attract a product charge for the remedy selected by Zzz Atelier under these terms. Transport, inspection, removal, reinstallation and other service costs are dealt with separately under Assessment and Transport.

After the initial no-charge period and before the voluntary warranty expires, the applicable customer contribution is calculated using the schedule above. “Original product purchase price” means the amount actually paid for the product after discounts, excluding separately charged shipping, delivery, installation and other services. “Completed years” means full years elapsed from the original purchase date.

We will explain the proposed voluntary-warranty remedy, the contribution calculation and any applicable lawful transport or service charges before proceeding.

Calculation Example

For a mattress purchased for $900 with a 15-year voluntary warranty, an approved voluntary-warranty claim assessed after six completed years has a product contribution of $360: $900 x 6 / 15. If Zzz Atelier elects to provide a replacement under the voluntary warranty, the customer contribution toward that replacement is therefore $360, excluding any transport or service charge that may lawfully apply. This example does not apply where Australian Consumer Law requires a remedy without that contribution.

Voluntary Warranty Refunds

Zzz Atelier may, at its discretion, offer a monetary settlement or refund instead of repair or replacement when resolving a claim solely under this additional voluntary warranty. An offer of that kind does not create a general right to require a voluntary-warranty refund.

If a voluntary monetary remedy is offered during the initial no-charge period, it will not exceed the original product purchase price. After that period, any voluntary monetary remedy may be reduced by the customer contribution calculated under the pro-rata schedule. Separately charged shipping, delivery, installation and other services are not included unless Zzz Atelier expressly agrees otherwise or the law requires otherwise.

Where Australian Consumer Law entitles a customer to a refund, the refund required by that law will be provided without applying the voluntary pro-rata deduction.

Product Care Requirements

Mattress Care

To maintain eligibility for this additional voluntary warranty, the mattress must be reasonably used and cared for. In particular:

Use the mattress on a suitable and supportive bed frame or foundation.
For Queen and King sizes, use at least five support legs, including a rigid centre support extending from the frame to the floor.
On a slatted base, use slat gaps no greater than 6 cm where slats are 6 cm wide or less. Where slats are wider than 6 cm, gaps must not exceed the width of the slats.
Keep the mattress reasonably clean and use a mattress protector.
Keep the mattress free from excessive soiling, stains, moisture, mould and unsanitary conditions.
Rotate the mattress head-to-foot once a month during the first three months of use and at least once every three months afterwards, unless product-specific instructions state otherwise.
Maintain reasonable ventilation during normal use.
Do not fold, sharply bend or store the mattress on its side for extended periods.
Lift and carry the mattress with adequate support. Side handles are for positioning only and are not designed for carrying or heavy lifting.

A failure to support, care for, rotate, handle, ventilate or store the mattress correctly will affect this voluntary warranty only to the extent that the failure caused or contributed to the issue being claimed. Separate rights under Australian Consumer Law continue to apply.

Furniture Care

Follow the assembly, unpacking, expansion, cleaning and care instructions supplied for the product.
Use the product for its intended purpose and on a suitable surface, with all required components correctly assembled.
Follow any stated product-specific loading or use limits. Do not stand or jump on furniture or force moving mechanisms.
Protect the product from excessive moisture, heat and prolonged direct sunlight, and maintain reasonable ventilation.
Clean upholstery according to its care label. Do not assume a removable cover is machine washable unless the care instructions say so.
Normal conversion or repositioning of a convertible foam sofa bed in accordance with its instructions is intended use. Mattress restrictions on folding or bending do not prohibit that normal furniture function.

Failure to follow furniture instructions will affect this voluntary warranty only where that failure caused or contributed to the claimed issue. Normal changes while a compressed product expands are not, by themselves, evidence of a manufacturing defect. If the product does not recover as described in its product-specific instructions, contact us for assessment.

What Is Not Covered

Subject always to rights that cannot be excluded under Australian Consumer Law, this additional voluntary warranty does not cover:

Normal wear and tear, including ordinary upholstery abrasion, pilling, fading and surface wear.
Normal softening, settling or compression of foam, cushioning and comfort layers through ordinary use.
Changes in personal comfort, firmness preference, sleep preference or individual suitability.
Mattress body impressions or indentations of 38 mm or less under the voluntary indentation benefit. A different alleged defect may still be assessed separately.
Changes in mattress or bed height that do not result from a covered structural manufacturing defect.
Minor cosmetic imperfections that do not materially affect function, and natural variations in fabric, colour, texture, grain or finish.
Damage caused by misuse, abuse, negligence, improper handling, incorrect assembly, inadequate maintenance, unsuitable storage or transportation.
Mattress damage caused by standing, jumping, folding or excessive bending, including bent border wires.
Damage caused by carrying or lifting a mattress using positioning handles.
Stains, mould, burns, cuts, tears, liquid damage or unsanitary conditions caused by use, mishandling or environmental exposure rather than a covered manufacturing defect.
Mattress noise, including squeaking or creaking, unless the noise results from a covered structural manufacturing defect.
Damage caused by pets, insects or pests.
Damage caused by excessive moisture, water exposure, heat or unsuitable environmental conditions.
Damage caused by unauthorised repairs, alterations or modifications.
Damage caused by an unsuitable or insufficiently supported mattress base.
Bent or broken castors or legs, loose T-nuts or damaged foundation fittings caused by incorrect assembly, inadequate tightening, poor maintenance, misuse or handling.
Products used for commercial purposes, including hotels, serviced apartments, short-stay accommodation, display homes or commercially furnished rental accommodation, unless expressly covered by a separate written commercial warranty.
Products specifically sold as seconds, ex-display, imperfect, previously used, returned or “as-is” stock where the limitation or exclusion from this additional voluntary warranty was clearly disclosed before purchase.
Pillows, pillow protectors and bedding accessories, for which no additional voluntary manufacturer warranty is offered.

An ordinary promotion, sale or discount on a new first-quality product does not, by itself, remove this voluntary warranty. Any different voluntary cover for specifically identified clearance, imperfect or “as-is” stock must be disclosed before purchase. Australian Consumer Law may still apply, including to a problem different from a defect that was specifically disclosed before sale.

Mattress Cover Warranty

Damage to fabric, quilting, stitching, seams or zippers caused by ordinary wear, misuse, handling, abrasion, snagging or incorrect cleaning is not covered by this additional voluntary warranty. An eligible manufacturing defect in those components may be assessed where it was present on unpacking or became apparent during the applicable voluntary warranty period.

Please report an apparent unpacking or manufacturing issue as soon as reasonably practicable and, where possible, before cleaning or further use. We may ask for clear photographs showing the issue and the overall product condition. Ordinary unpacking, movement or installation does not automatically exclude a manufacturing defect; the cause of the issue will be assessed from the available evidence.

If an approved voluntary-warranty defect affects only a removable mattress cover, zipper or other replaceable component, Zzz Atelier may repair or replace that component rather than replace the entire mattress. This does not limit any remedy required under Australian Consumer Law.

Assessment and Transport

Unless Australian Consumer Law requires otherwise, this additional voluntary warranty operates on a back-to-base basis. Where reasonably necessary to assess or provide a voluntary-warranty remedy, Zzz Atelier may require the product or affected component to be made available at a nominated warehouse, service location or other reasonable assessment location.

Please contact our Customer Care Team before arranging transport. We will normally review the information supplied first and may request photographs, video, care information or other reasonable evidence before deciding whether an inspection or return is necessary. Do not send a product to a warehouse without prior confirmation.

Where a claim is handled solely under this additional voluntary warranty and Australian Consumer Law does not require Zzz Atelier to bear the expense, the customer is responsible for applicable transport, freight, collection, redelivery, removal, reinstallation and similar service costs. A no-charge product remedy means there is no product charge for the approved remedy; it does not mean all associated transport or service costs are included.

Where Australian Consumer Law requires Zzz Atelier to collect a faulty product, pay reasonable transport costs or reimburse reasonable return costs, we will do so. For large, heavy or difficult-to-remove goods, we may first conduct a reasonable remote assessment to determine the appropriate collection or inspection arrangements.

If an inspection or collection establishes that the product does not have the problem claimed, reasonable collection or inspection charges may be payable where permitted by law. Where required, we will provide a reasonable estimate of those charges before arranging the collection or inspection.

If you have paid an expense that Zzz Atelier is legally required to reimburse, send the relevant invoice or receipt and your claim reference to Customer Care. Contacting us before arranging a return helps avoid unnecessary cost but does not remove any statutory right.

How to Make a Claim

If you believe your product has a manufacturing defect, contact our Customer Care Team as soon as reasonably practicable after the issue becomes apparent. Provide your order or purchase details and a clear description of the issue.

To assess a claim, we may reasonably request:

Proof of purchase showing the product, purchase date, seller and, where relevant to a pro-rata calculation, the amount paid.
A description of the alleged fault, when it became apparent and how the product has been used, supported and cared for.
Photographs of product labels or identification tags.
Clear photographs or video showing the alleged issue and the overall product condition.
For mattress support or indentation claims, photographs showing the bed frame or foundation, including slats and centre support where applicable.
For indentation claims, photographs showing the unloaded mattress and the depth measured with a straight edge and ruler on a level, suitably supported surface.
Other information reasonably necessary to assess the particular issue.

We may be unable to complete a voluntary-warranty assessment until reasonably requested information is provided. If safely moving the product or obtaining a requested photograph is difficult, tell us so that an appropriate assessment method can be discussed. Do not place yourself at risk to obtain evidence.

Contact our Customer Care Team using the details in Warranty Provider and Contact below.

Contact our Customer Care Team

What Happens Next

Submit Your Claim

We will review the purchase information and issue reported. If information reasonably required for assessment is missing, we may request it before the assessment continues.

Assessment

Zzz Atelier may request further photographs, video, support or care information, arrange an inspection by an authorised representative, obtain technical input, or require return of the product or affected component where reasonably necessary. A claim being lodged does not mean that a defect has been established.

Claim Outcome

We will advise whether the claim is accepted under this additional voluntary warranty, whether Australian Consumer Law is relevant to the remedy, or whether the available information does not establish an eligible defect. Claims will be assessed within a reasonable time having regard to the product, the alleged issue and any inspection or transport required.

Remedy

For an approved claim, the available remedy will depend on the nature of the defect, the applicable warranty terms and any rights arising under Australian Consumer Law. If a lawful customer contribution applies under the voluntary pro-rata schedule, we will explain it before proceeding.

Repairs and Replacements

For an approved claim handled solely under this additional voluntary warranty, Zzz Atelier may choose to repair the affected product, repair or replace a defective component, replace the product with the same model or a reasonably comparable model, or offer another appropriate voluntary remedy. This discretion does not override any remedy that a consumer is entitled to choose under Australian Consumer Law.

A defect affecting one component does not automatically require replacement of the entire product. If the original model or component is no longer available, Zzz Atelier may use a current product or component that is reasonably comparable in type, function and general specification.

Repairs may use new or refurbished parts where permitted by law. Any notice required by law in connection with the use of refurbished parts will be provided before the repair is accepted.

Each original mattress purchase is eligible for a maximum of one whole-mattress replacement under this additional voluntary warranty, unless Australian Consumer Law requires otherwise. This does not automatically exclude an otherwise eligible component repair, subject to the remaining voluntary warranty period and aggregate benefit limit below.

A repair or replacement under this voluntary warranty does not restart or extend the original voluntary warranty period. Any remaining voluntary cover continues only for the balance of the original period and remains subject to these terms and benefit limits. Separate Australian Consumer Law rights are unaffected.

Proof of Purchase

Reasonable evidence is required to establish that the product was purchased from Zzz Atelier or an authorised seller. Evidence may include an invoice, receipt, order confirmation, marketplace purchase record, transaction reference or other verifiable purchase information. Digital records and copies are acceptable.

Where an approved voluntary-warranty benefit or customer contribution depends on the original amount paid, Zzz Atelier may request reasonable evidence of that amount. The calculation will use the best reasonably verifiable evidence available and will exclude separately charged shipping, delivery, installation and other services. Current recommended retail price will not automatically be substituted for an unknown historical purchase price.

Limitations of This Warranty

To the maximum extent permitted by law, and only in relation to the additional benefits provided by this voluntary warranty:

Cover is limited to the original purchaser and is not transferable.
Zzz Atelier’s obligations are limited to the remedies provided under these terms for an approved voluntary-warranty claim.
The aggregate value of all repairs, replacements, voluntary refunds, credits or other benefits provided under this voluntary warranty will not exceed the original product purchase price actually paid after discounts, excluding separately charged shipping, delivery, installation and other services.
Zzz Atelier is not liable under this voluntary warranty for indirect, incidental or consequential loss, except to the extent the law requires otherwise.
The aggregate benefit limit and the one whole-mattress replacement limit apply only to this additional voluntary warranty. They do not cap or remove any repair, replacement, refund, compensation or other remedy required under Australian Consumer Law.

Frequently Asked Questions

Is a Warranty the Same as a 100 Night Trial or Change-of-Mind Return?

No. A warranty deals with eligible product defects. A home trial or change-of-mind policy deals with an eligible return where the product is not defective but is not right for the customer. Trial and change-of-mind eligibility and conditions are set out separately. A customer does not need to qualify for a home trial or change-of-mind return to raise a genuine fault or exercise rights under Australian Consumer Law.

Does a 15 Year Warranty Mean 15 Years of Free Replacement?

No. The 15-Year Limited Warranty is an additional voluntary warranty. It includes an initial two-year no-charge product remedy period followed by pro-rated cover. A customer contribution may apply after the initial period, and the warranty remains subject to its exclusions, assessment requirements, transport terms and benefit limits. Those limits do not apply where Australian Consumer Law requires a different remedy.

Does Any Product Fault Automatically Entitle Me to a Refund or Replacement?

No. The appropriate remedy depends on the nature and seriousness of the problem and the rights that apply. Zzz Atelier is entitled to reasonably assess a product before confirming a remedy. Under Australian Consumer Law, a major failure may give the consumer the right to reject the goods and choose a refund or replacement, while a non-major failure generally gives the supplier an opportunity to provide an appropriate remedy within a reasonable time. The voluntary warranty has its own remedy terms for claims handled solely under that warranty.

Is Normal Softening Covered?

Normal settling, softening and compression through ordinary use are not manufacturing defects under this additional voluntary warranty. Abnormal structural foam splitting, defective springs or another eligible manufacturing fault may be assessed separately.

Is a Mattress Defective Because It Feels Too Firm or Too Soft?

Not by itself. Firmness is experienced differently by different users, and firmness ratings are general comfort guides rather than guarantees of individual comfort. A subjective firmness mismatch is not, by itself, a manufacturing defect. An objective manufacturing problem or a separate issue under Australian Consumer Law can still be assessed on its facts.

Does Furniture Cover Apply to a Frameless Foam Sofa?

Yes. The 12-month voluntary furniture warranty covers eligible manufacturing defects relevant to the construction of foam-based sofas and sofa beds. A timber or metal frame is not required. Normal foam settling, ordinary upholstery wear and comfort preference are not manufacturing defects.

Who Pays Transport Costs for a Claim?

It depends on whether the claim is being handled solely under the additional voluntary warranty or whether Australian Consumer Law requires Zzz Atelier to bear the cost. Voluntary-warranty claims are generally back-to-base and may involve customer-paid transport. Where Australian Consumer Law requires Zzz Atelier to collect a faulty large or heavy product or reimburse reasonable transport costs, we will do so. See Assessment and Transport above.

Warranty Provider and Contact

If you have a question about this warranty or wish to make a claim, please contact our Customer Care Team. We will assess genuine product issues fairly and explain the available next steps.

Warranty provider: Zzz Atelier Pty Ltd trading as Zzz Atelier

Email: customerservice@zzzatelier.com.au

Contact page: Contact Zzz Atelier

Please contact us before sending a product to a warehouse. The appropriate assessment or return location will be confirmed for your claim.