Warranty

1.1 Your guarantee and extended warranty periods are defined as follows:

(a) 2 year guarantee and 8 year extended warranty
1.2 Your guarantee period runs from the proven date of purchase of your bed.

1.3 Your extended warranty period runs from the day after the guarantee expires.

1.4 You will need to keep your receipt as proof of the date of purchase of your mattress as this will need to be seen in the event of a claim under the terms of this guarantee and extended warranty.

1.5 If a manufacturing defect occurs during the guarantee period, provided your mattress is eligible and you have registered your mattress within the time limit as required above, we will replace your mattress to the terms of making a claim, with no cost to yourself other than those detailed in section 3 if applicable.

1.6 If a manufacturing defect occurs after the guarantee period has ended but before the extended warranty period has ended, provided your mattress is eligible and you have registered your mattress within the time limit as required above, we will repair or replace your mattress (or the damaged part thereof), subject to the terms of making a claim and subject to you paying a pro-rata usage charge based on the period of time since the extended warranty started and its current repair or replacement cost. The contribution you will be required to make will be as follows:

Mattress with a 8 Year Extended Warranty

Time since Extended Warranty Started

Your contribution to the replacement cost

Our contribution to the replacement cost

0 to 1 year

50%

50%

1 to 2 years

60%

40%

2 to 3 years

65%

35%

3 to 4 years

70%

30%

4 to 5 years

75%

25%

5 to 6 years

80%

20%

6 to 7 years

85%

15%

7 to 8 years

90%

10%

Claims can be made:

2.1 If you have a problem with your mattress during the warranty period, if you wish to claim under this warranty, please contact us giving full details of the defect, your name, address and proof of the date you purchased the mattress (by sending us a copy of your email purchase).  We may also require you to provide photos of the mattress and details of the relevant defect so that we can make an initial assessment of your claim.

(a) by email sent to: customer.services@nemomattress.co.uk
(b) by letter sent to Nemo Mattress Warranty Claims, Millbrook (UK) Limited, Nutwood Way, Calmore Industrial Estate, Totton, Southampton, SO40 3XJ.

2.2 In the event that from the information provided by you, we have not been able to determine there is a guarantee or warranty claim, you must return your mattress to us for inspection and assessment at your own cost and:

(a) if we determine (acting reasonably) the mattress is not eligible for replacement under the terms of this guarantee or warranty, we shall inform you and you will have the option of requesting us to return the mattress to you at your cost.  If you do not wish to have it returned, we reserve the right to charge you for the cost of disposing of the mattress. As of September 2021, the charge for disposal is £31 + VAT but this may change in future and you will be charged the rate prevailing at the time you send your mattress to us.

2.3 The mattress being replaced will be at our sole discretion.

2.4 If you live outside mainland United Kingdom, you may be required to pay a charge for the collection of your old or damaged mattress and for the delivery of your replacement mattress.  We will inform you of the applicable charge at the time you make your claim.