Here at Bed Hive, we pride ourselves on being a trust-worthy retailer of high quality products. To give you peace of mind, here's some information about our manufacturer's guarantee:
In the unlikely case where you believe to have identified a manufacturing fault, the product must be subject to the Bed Hive's guarantee and you must report the fault within 30 days from the delivery date. You will have the option to receive a refund for the price of the faulty product and, if applicable, any shipping charges paid for this product. Unless advised otherwise, goods may also eligible for collection. If we confirm that the product has a manufacturing fault and is hence covered by this guarantee, at our sole discretion, we have the right to:
Replace parts rather than the full product where applicable
Replace the defective product with the same product or, if discontinued, the closest possible alternative
Pay the costs of postage and return
Ship the replacement parts or the replaced product back to you
If you accept discount due to a small fault, the right to return due to this issue will be voided
Bed Hive will endeavour to organise replacements where required as quickly as possible, but customers should be aware of possible delays if third party suppliers need further instructions
The guarantee is void if the product is found to have been mistreated/damaged, including causing splits, burns, breakages, spillage and stains. This also applies if the product has not been maintained/cared for in accordance with the care instructions advised, including the turning of mattresses where applicable, a normal increase of the softness of the mattress or any other use of the product other than for normal domestic purposes. Our general Terms & Conditions describe what conditions should be met so that the mattress has the tension displayed on the product page. Our product pages describe and display the product as accurately as possible. Please note that the resolution, colour settings and other characteristics of the device where the product page is viewed may cause the product to look slightly different online than it looks in reality. Unfortunately the guarantee is made void for any product that has been altered. This includes all products, but an example of one being ‘altered’ would be a bedframe with a hole drilled through it. The guarantee is also void for products sold by a reseller, used by someone other than the owner making a claim, or any product sold “as-is”, “preconditioned”, “reconditioned”, “used”, “returned”, “previously owned”, or any other similar wording indicating that the product is not “new”.
This includes using a mattress without bed linen, subjecting the product to excessive wear and tear (such as sitting on a mattress edge for a long time), using the incorrect side when sleeping on a 'Non-Turn' mattress, using a mattress on an old or unsuitable base (or a surface for which it was not designed), rolling or bending a mattress, improper assembly of a bed frame, divan bed base or headboard causing any part to split or break overloading the drawers in a bed base. Overloading may cause distortion or damage to the drawers and may also cause them to jam. Therefore, mini drawers should not be loaded in excess of 7 kg, and standard drawers – 15 kg.
The guarantee starts on the date of delivery of the product and finishes at the end of the 12th month from that date.
Most or all of the following are request to make a claim: images/videos showing the defect, measurement of indentations/sags, weight of product user(s), claimant name and address, order number, full description of complaint, and type of surface the mattress has been used on (if a mattress is claimed to be faulty).
If the product is not covered by the guarantee, we will ask you if you would like a replacement product sent to you (at your cost) or if you would like us to handle the disposal of it (at your cost).