Warranty claim:
1.Sagging/indentation exceeding the manufacturer’s allowable threshold (a measurable indentation with no load).
2.Spring unit defect (breakage/deformation, springs coming loose, shifting/misalignment, or loss of the unit’s structural support).
3.Springs/wire protruding (a structural element breaking through inner layers and/or the fabric under normal use).
4.Breakdown of filling materials (cracking, delamination, or splitting of foam/latex/layers as a manufacturing defect).
5.Internal layer separation (layers have unglued, separated, or shifted inside due to an assembly defect).
6.Manufacturing defect in seams/quilting (seams coming apart under normal use, not due to cuts/snags/pets).
7.Significant tilt or incorrect mattress geometry.
8.Abnormal compression or loss of height beyond the stated tolerance.
9.Factory defect of the edge/border (edge collapse/deformation due to a construction defect).
Non-warranty case:
1.Change in perceived firmness over time (“break-in” period) — normal softening of comfort layers during use.
2.“Not comfortable / not the right feel” — subjective comfort preferences (too firm/too soft/uncomfortable) are not considered a defect.
3.Stains, liquid marks, dirt, odors — the mattress may be refused for inspection due to hygiene/sanitary reasons.
4.Mold, dampness, insects/pests.
5.Mechanical damage — cuts, burns, punctures, fabric tears, damage from improper transportation or folding.
6.Improper bed base/frame — slats spaced too far apart, an uneven base, a damaged frame, or missing center support.
7.Misuse / improper use — jumping, excessive loads, or incorrect use on an adjustable base.
8.Removed or damaged factory label/tag.
9.Purchase from a non-official / non-authorized seller.