When you buy a Hypnos mattress or bed you buy the highest quality in design, materials and craftsmanship. This is further backed up by a 10 year guarantee from the date of purchase.
There are occassions when there is a Hypnos mattress problem and in the unlikely event that a problem arises through proven material failure or faulty workmanship Hypnos guarantees to make good or replace the mattress or divans in question.
For all Hypnos mattresses and divans ordered on or before 3rd November 2014, this is a 'reducing' 10 year guarantee as outlined below:
Time from date Cost of remedial action borne by Hypnos
of purchase
Up to 5 years 100% plus free delivery to any UK or Eire address
5 to 6 years 50% plus free delivery to any UK or Eire address
6 to 7 years 40% plus free delivery to any UK or Eire address
7 to 8 years 30% plus free delivery to any UK or Eire address
8 to 9 years 20% plus free delivery to any UK or Eire address
9 to 10 years 10% plus free delivery to any UK or Eire address
A Hypnos guarantee only applies to goods purchased from an authorised retailer by the original purchaser. It is not transferable.
Claims must be submitted in writing to the retailer within one month of the apparent defect becoming evident and supported by the original invoice or receipt. This should be accompanied by any relevent photographs. If the retailer is no longer trading, contact Hypnos Customer Service on 01844 348200.
If a claim is made under guarantee for a Hypnos divan bed or mattress it must be supported by a sales receipt
In the event of a dispute, Hypnos reserves the right to request a third party inspection. This will typically be by an organisation such as FIRA (Furniture Industry Research Association).
If the product has been discontinued, and cannot be repaired, Hypnos reserves the right to supply a similar alternative.
If there is evidence of inappropriate usage or abuse of the product, the products are soiled or are unhygienic, the care instructions have not been followed or where a Hypnos mattress has been used with an unsuitable base the guarantee will not apply.
Once a repair has been carried out, the guarantee will remain valid from the date of the original purchase.
Hypnos headboards and pillows are guaranteed for 1 year. Metal ‘opening’ mechanisms within Trio guest beds and super storage divans are guaranteed for 1 year.
If you experience a Hypnos mattress problem, please contact us and we will deal with it.
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Customers should note that under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, they do not have the right to cancel Hypnos beds and mattresses that have been specially ordered to their specific specification. This applies to beds with multiple variants, where the bed has been manufactured specifically for the customer. For example where there is a choice of mattress spring tensions and divan base fabrics. This ruling will generally apply to all beds or mattresses ordered from all our suppliers.
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Limits of application: circumstances excluding cancellation
28 (1b) the supply of goods that are made to the consumer’s specifications or are clearly personalised;
28 (3a) In the case of a contract for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery;
34 (9) If (in the case of a sales contract) the value of the goods is diminished by any amount as a result of handling of the goods by the consumer beyond what is necessary to establish the nature, characteristics and functioning of the goods, the trader may recover that amount from the consumer, up to the contract price.
If you have any doubt about your order please contact us to discuss prior to ordering
It is for this reason that each Hypnos bed or mattress specifically ordered to the customer’s specification is not available from stock and is made to order, hence the general lead time of 8-10 weeks.
Your statutory rights are not affected in the event of faulty merchandise.
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