The Vispring Comfort Promise
All Vispring mattresses are made to order and cannot be returned. However, if
you find that you have made the wrong choice of mattress spring tension, you
may make a one-time exchange of your mattress for one of a different spring
tension. The Comfort Promise only applies to mattresses purchased from
Vispring New York with display beds. You must have tried the selected model at
the store where you made your purchase and been given individual advice by a
Specialist to guide you in your selection which you have followed in making
The Comfort Promise may only be invoked:
By notification to the Vispring Specialist from whom the mattress was
purchased (unless that Specialist is no longer trading, in which case you
should notify Vispring limited directly);
- Between 30 and 90 days after delivery of the mattress; and
- Upon production of proof of purchase.
The Comfort Promise does not apply to :
- Purchases made on the internet or to ex-display models; or
Mattresses which are defective due to misuse, wilful damage, accidental
damage (including unauthorized repairs or alterations), neglect or general
wear and tear.
You will be responsible for arranging the exchange of the original mattress
and you cannot retain the original mattress. At the discretion of the
Specialist, a fee may be charged to you in respect of costs associated with
the collection of the original mattress, and the delivery of the replacement
product. Details of any fee payable should be confirmed with the Specialist
when arranging the exchange.
The Comfort Promise is limited to one replacement only, which will be the
same size with the same mattress ticking (fabric). If this model, size or
fabric is no longer available, Vispring limited reserves the right to
substitute a suitable alternative.
In the case of zip and link mattresses, only one of the two mattresses will
be exchanged, and the mattress cannot be changed to a one-piece.
Only the original purchaser may invoke the Comfort Promise, and it only
applies to mattresses which remain in the country of purchase.
30 year guarantee
To demonstrate our high standard of design, materials and craftsmanship,
Vispring Limited (Ernesettle Lane, Plymouth PL5 2TT – UK) offers a 30-year
guarantee on your mattress and divan.
The following conditions apply to the Vispring guarantee:
Should an imperfection, which is due to faulty materials or workmanship,
become apparent in your Vispring mattress or divan, the company will endeavor
to repair or replace it free of charge at our discretion.
The Vispring guarantee only applies to mattresses or / and divans, purchased
from an authorized retailer and which remain in the country of purchase.
Only the original purchaser may claim under the Vispring guarantee. This
guarantee is not transferable except if the claimant is able to prove that
the guarantee was transferred to him and he has the original guarantee
Any claim should be made by the original purchaser in writing to the
supplying retailer within one month of the imperfection becoming apparent,
along with proof of purchase (original invoice or sales receipt). The
retailer will establish the nature of the alleged complaint and recommend an
appropriate course of action. If the supplying retailer is no longer in
business, please contact Vispring Customer Services on +44 1752 366311.
This guarantee is not extended to goods which have been damaged through
unreasonable or improper use; are accidentally damaged (including
unauthorised repairs or alterations); are in a soiled or unsanitary
condition or are wilfully damaged. Where mattresses are used on divans other
than those supplied by Vispring, they must be of an appropriate quality of
construction. In the case of slatted bases, the gap between the slats should
be no more than 7,5 cms. and it is strongly recommended that a mattress pad
is placed between the mattress and the slats to extend the life of the
mattress. Please don’t smoke in bed or place the product near an open flame.
- The Vispring guarantee is not extended to cover normal wear and tear.
Failure to follow the care instructions may invalidate the Vispring
Please do not remove the labels attached to your mattress, as they identify
your mattress as a Vispring mattress and help to establish your rights under
If the product in question has been discontinued and cannot be repaired,
Vispring reserves the right to supply an equivalent alternative. If the
product’s original fabric is no longer available, Vispring reserves the
right to supply an alternative fabric. Vispring cannot undertake to match
other items not under complaint with any substitute ticking (fabric) used.
The Vispring guarantee only applies to mattresses and divan bases purchased
after 1st September 2018.
The Vispring guarantee commences on the date you register your guarantee and
is valid for 30 years.
In order to activate your Vispring guarantee, please register your purchase
within 14 days from receipt of the goods, either on www.vispring.com or by
post, sending the completed guarantee card you’ll receive with your bed.
Failure to comply with these requirements will invalidate the Vispring
Following a repair, the Vispring guarantee will remain valid from the date
of registration of the original product.
- Vispring highly recommends turning your mattress with the seasons.
The other Vispring products are covered by a guarantee as set out below:
Emerald model: 3-year guarantee on electronic components, 5-year
guarantee on actions and frames.
Sapphire model: 5-year guarantee on electrical components, actions and
Topaz model: 2-year guarantee on electrical components, actions and
Palladium model: 20-year guarantee, 1-year parts and labour on
electrical components, actions and frames, 2-5 years parts only on
electrical components, actions and frames, 6-20 years frame only.
- Mattress Protectors: 2-year guarantee
- Pillows: 2-year guarantee
- Mattress Pads, Divan mantles: 12-month guarantee
- Headboards & Surrounds: 2-year guarantee
- Toppers: 2-year guarantee
Please note that the above guarantees do not include normal wear and
tear nor misuse of the product nor extend to goods which have been
damaged through unreasonable or improper use; are accidentally damaged
(including unauthorized repairs or alterations); are in a soiled or
unsanitary condition or are willfully damaged.
In each case:
The guarantee covers:
- Case stitching coming apart
Faulty workmanship during manufacture, such as holes or fabric flaws,
feather/down escaping from the product, migration or clumping of filling
The guarantee does not cover:
- Damage caused by abuse or unexpected wear and tear
If there’s evidence of product abuse, misuse or use other than domestic
by you or family
- If animals have been allowed to sleep or walk on the product
- Unsanitary pillows, mattress protectors or toppers
Accidental damage – you may find that this type of damage is covered by
your household contents insurance policy
- Servicing, inspecting or cleaning of the product
- Any failure to follow the manufacturer’s instructions
- Deliberate damage or neglect of the product
The following conditions apply to the guarantee:
The product must be returned in a clean sanitary condition, in a bed bag
and with proof of purchase.
Vispring reserves the right to use alternative, similar materials, where
the original is no longer available, but cloth cannot always be matched
to the original.
Please adhere to washing and care instructions, otherwise you may not be
protected under the terms of this guarantee
In the event of a dispute, Vispring Limited may request a third-party
inspection of the products by a recognized and qualified organization
such as FIRA (Furniture Industry Research Association) before agreeing
to carry out repairs / replacements.
Subject to the following bullet point, your sole remedy under a Vispring
guarantee is repair, replacement or a refund or credit note up to the
purchase price of the original item (as applicable).
Any guarantee offered by Vispring is provided in addition to, and not
instead of, any rights you may have as a consumer under applicable law.
Your statutory rights are not affected by the Vispring guarantee.
The terms of the Vispring guarantee and of the other guarantees offered
by Vispring are governed by and shall be interpreted in accordance with
English law and are subject to the non-exclusive jurisdiction of the