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UltraFlex Mattress Warranty Policy
UltraFlex Mattress Warranty Policy
UltraFlex Mattress 10-Year Limited Warranty
For mattresses purchased as new from authorized retailers, some UltraFlex Mattresses offers a 10-year limited manufacturer’s warranty. To ensure warranty validity, proof of purchase is required. This warranty only covers manufacturing defects of material and workmanship. Please note that our warranty requires the use of a mattress protector and a suitable base to maintain its validity.
Furthermore, the mattress should remain free from stains and dirt. Alterations or removal of tags will void the warranty. It's essential to understand that loss of condition over time due to normal use is not covered, and proper foundation support is necessary to honour the warranty. This warranty extends exclusively to the original purchaser.
UltraFlex Mattress 5-Year Limited Warranty
For mattresses purchased as new from authorized retailers, some UltraFlex Mattress offers a 5-year limited manufacturer’s warranty. To ensure warranty validity, proof of purchase is required. This warranty only covers manufacturing defects of material and workmanship. Please note that our warranty requires the use of a mattress protector and a suitable base to maintain its validity.
Furthermore, the mattress should remain free from stains and dirt. Alterations or removal of tags will void the warranty. It's essential to understand that loss of condition over time due to normal use is not covered, and proper foundation support is necessary to honour the warranty. This warranty extends exclusively to the original purchaser.
UltraFlex Mattress 1-Year Limited Warranty
Our 1-year limited warranty applies to various UltraFlex Mattress and other products that are purchased from an authorized dealer. To ensure warranty validity, proof of purchase is required. This warranty covers manufacturing defects but does not include damages due to misuse. Proper use involves adhering to weight capacity if applicable, and avoiding product abuse. The warranty will be void if any modifications are made. This warranty applies exclusively to the original purchaser.
This warranty only covers manufacturing defects of material and workmanship. Please note to retain 1-year warranty for mattresses the use of a mattress protector is recommended and a suitable base is necessary to maintain its validity.
Furthermore, the mattress should remain free from stains and dirt. Alterations or removal of tags will void the warranty.
We request our clients to check the individual product listing details to confirm the applicable duration of the warranty.
Thank you for choosing UltraFlex! We stand behind the quality of our products and are proud to offer a Limited Manufacturer’s Warranty on our mattresses. Please take a moment to review the warranty terms below to ensure your mattress remains eligible for coverage.
1. Warranty Period & Coverage
UltraFlex offers limited warranty coverage based on the mattress type. We encourage customers to check the product listing or packaging for the warranty period applicable to their specific model.
This warranty applies only to the original purchaser and is non-transferable. Proof of purchase is required.
2. Covered Defects
Our warranty covers defects in materials and workmanship under normal use, including:
Sagging: Visible indentations or sagging greater than 2 inches, not caused by improper use or support.
Broken or bent coils: For innerspring or hybrid mattresses, warranty covers coil-related issues that lead to uneven surfaces or nodding.
Split seams or fabric damage: Manufacturing issues with the mattress cover or stitching.
Faulty stitching: Loose, unraveling, or defective seams.
Cracks or splitting in foam: Only if due to a manufacturing defect.
Uneven surfaces or lumps: Caused by material failure—not due to inadequate rotation or improper foundation.
Note: Rotating your mattress every 3 months and using it on a proper base is essential to maintain even wear and preserve warranty eligibility.
3. What is Not Covered / What Voids Warranty
The following conditions are not covered under warranty and/or may void eligibility:
Normal wear and tear: Minor body impressions, softening of foam, or slight indentations.
Misuse or negligence: Including but not limited to - jumping on the mattress, standing, or applying excessive vertical pressure (e.g., sitting in one spot for extended periods), Folding/bending the mattress.
Used for commercial purpose: Mattresses used in commercial settings or not used by the original purchaser may void its warranty.
Improper Foundation / SupportTo maintain warranty coverage, the mattress must be used on a proper, supportive foundation. The foundation must adequately support both the mattress and its users.The following conditions will void the warranty:
Use of the mattress directly on the floor
Use on broken, unstable, or unsuitable bed bases
Slatted bases with gaps wider than 2.5 inches
Lack of a center support leg (for Queen and King size mattresses) extending to the floor.
Acceptable support includes a flat platform bed, slatted base with narrow gaps, or a quality box spring in good condition. Using an improper foundation can cause sagging, uneven wear, or structural damage—none of which are covered under warranty.
Premature use after unpacking: Rolled/compressed mattresses must be allowed to fully expand for up to 48 hours before use. Early use can result in damage not covered under warranty.
Stains or moisture exposure: Stains, spills, or mold/mildew from moisture void warranty coverage.
No mattress protector used (where applicable): For models with extended warranties, failure to use a mattress protector may void coverage.
Timely Reporting of Issues: To preserve your warranty rights, it is essential that any potential defects be reported as soon as they are noticed. Failure to report an issue in a timely manner—and continuing to use the mattress despite visible or noticeable defects—can result in additional wear or damage that may not be covered under warranty. Extended use of a defective product can worsen the condition, making it difficult to determine whether the damage is due to a manufacturing defect or improper use. In such cases where extensive damage is observed, the warranty claim may be denied if it is determined that continued use contributed to the damage.
4. Warranty Evaluation Process
All warranty evaluations begin with an online review. Customers are required to:
Provide clear photos of the full mattress and defect area.
Submit videos for issues that are not visible through static images (mandatory in such cases).
Include images of the bed frame, foundation, or box spring in use.
Warranty claims may be denied if:
The defect is not clearly visible in the submitted images or videos.
The customer fails to provide the requested information or documentation.
Proof of purchase is not supplied for a warranty claim (receipt or order confirmation).
Removal of the legal tags, voids the warranty.
5. Resolution Options
If a claim is approved, UltraFlex may, at its discretion, offer one of the following:
Repair of the defective product
Replacement of the mattress with one of equal or greater value where the customer pays any difference of the price.
Partial refund or store credit
Please note: Replacements do not reset or extend the original warranty period.
Reporting Visible Defects:
All defects that are visible and can be reasonably identified prior to use must be reported within a reasonable timeframe. Any visible defect that can be identified before opening the mattress from its original packaging must be reported without opening the mattress from its original packaging. Customers have up to 30 days from the date of delivery to return such items. Please note that using a mattress with a known or visible defect may be considered misuse, which can void eligibility for both return and warranty coverage.
Vacuum-Sealed Mattress Expansion:
All vacuum-sealed mattresses must be unpacked and allowed to expand within 3–4 weeks of delivery. Failure to open the product within this timeframe may compromise the structural integrity of the mattress. Expansion issues arising from delayed unpacking are not covered under the manufacturing warranty. Use of mattresses before appropriate expansion also can cause material degradation and return and warranty eligibility can stand void for such mattresses.
Need Help?
We’re here for you! For any questions or to begin a warranty claim, please contact our customer service team at:
