Welcome to Snug Mattress

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Warranty

Snug Express Foam Ltd Warranty

We are proud of the quality of all our products, which are produced with care and attention by experienced craftsmen using the finest materials.

It is Snug Mattress’s primary aim to provide to you the highest level of customer satisfaction. If you are unhappy with your purchase for any reason, please do not hesitate to contact our customer service department (see number below, who will do their best to help.

As we are that confident in the quality of our products, all of our products are covered by a minimum 12 month manufacturers guarantee, effective from the original date of purchase.

If a problem due to faulty material or poor workmanship occurs during the first twelve months from the date of purchase, Express Foam Limited Snug Mattress will repair or replace the defective mattress, topper or pillow free of charge.

In addition to our manufacturers 12 Month guarantee, our products are also covered by an Express Foam Limited Warranty. The warranty is effective from the date of purchase. If, after the expiry of the manufacturers guarantee, your product(s) develop a manufacturing defect and you wish to claim on our Limited Warranty, we will impose a charge for the replacement of the faulty item according to its age. The charges are based on a sliding scale - the older the item is, the more you will need to contribute towards the replacement (including delivery costs). The charges will be calculated as follows (please note that the periods set out below are defined with reference to the date the manufacturers guarantee expires):

Years from Date of Purchase

Contribution to Current Purchase Price

 

1 Year

5 Year

10 Year

1

Free of Charge Replacement

2

 

20%

10%

3

 

40%

20%

4

 

60%

30%

5

 

80%

40%

6

 

 

50%

7

 

 

60%

8

 

 

70%

9

 

 

80%

10

 

 

90%

Snug Mattress continually develops and updates its product range and as such an identical replacement may not be available at the time. In this event you will receive a comparable replacement.

Should you wish to claim under the warranty you must present an invoice as proof of purchase. Any claim must initially be made to us in writing (by email or letter), setting out the alleged fault and attaching proof of purchase (photographic evidence is also acceptable).

Please write to either sales@snugmattress.co.uk or: Snug Mattress • PO Box 6434 • Epping • Essex • CM16 4EZ

The warranty covers any deterioration that causes the mattress/topper to have a permanent indentation of more than 2cm. The warranty does not cover a fault if it shows:

 

•       Any abuse, misuse or general wear and tear

•       Any causes other than faulty manufacture or materials

•       Where the product is soiled or in an unsanitary condition

•       Where the customer care instructions have not been applied

•       Where the mattress has been used with an unsuitable base or foundation

•       Perceived level of comfort is largely subjective and is not covered by this warranty

•       Softening of the foam over time is considered normal and does not constitute a manufacturing fault 


•       Mattress, topper and pillow covers are machine washable at 40 degrees but must not be tumble dried. All covers are warranted for one year.

 

Customer service is very important to us and should you be unhappy with your purchase, please contact us on 0800 027 7017 or sales@snugmattress.co.uk.

We will do our best to help.

The terms of this warranty are not transferable and this does not affect your statutory rights.

Snug™ products are proudly manufactured by us (Express Foam ltd) in the UK to the highest standards using the finest quality UK manufactured foams by Vitafoam and Carpenter and the latest cnc manufacturing and packing technology.

All polyurethane foam supplied and specified as combustion modified conform to the requirements of The Furniture and Furnishings (Fire)(Safety) Regulations 1988 (amended 1989 and 1993) Schedule 1 part I and Schedule 1 part III respectively.

The quality systems which produced these raw materials has been registered by BSI Quality Assurance.