Most people never read the warranty until something goes wrong. Then they find out the hard way that the guarantee they were promised is almost impossible to use.
Let's fix that. Here's how mattress warranties actually work, the good, the bad, and the fine print.
A warranty is not the same as a trial. Know the difference.
A trial is about comfort. You don't like how it feels? You send it back. That's what our 365-night trial is for.
A warranty is about defects. The bed breaks, sags, or falls apart when it shouldn't have. That's a different thing, and it's covered for years, not nights.
You want both. Comfort covered by the trial. Quality covered by the warranty. A seller who only gives you one is only covering half your risk.
What "sagging" actually means in the fine print.
This is where people get burned. Almost every mattress warranty covers "sagging", but only past a certain depth. Ours is set at 30mm: dip less than that on a proper base and it's normal wear, not covered. Dip more than that, and it's a defect, covered under warranty.
The catch with some sellers? A cheap, low-density bed sags fast, but often just under the line where the warranty kicks in. So the guarantee looks generous on paper and does nothing in real life. We publish our threshold plainly for exactly that reason.
Why density is the whole game.
A warranty is only as honest as the foam behind it. Low-density foam, 21, 24 kg/m³, breaks down fast. High-density foam holds its shape for years. Ours is 50 kg/m³, and we put that number on the label. That's not marketing. That's the reason we can stand behind the bed for as long as we do.
How to actually claim, step by step.
Phone 087 087 1610 or email headoffice@mrmattress.co.za. Tell us your name, your invoice or order number, what's wrong, and send photos if it's a visible defect. We respond within 2 business days and assess within 5, sometimes that means inspecting the bed at your home, sometimes asking for it back at our factory. Once it's approved, repairs or replacements get arranged directly with you, and refunds go out by EFT within 5 to 7 business days of the bed being received and checked.
The bottom line.
A guarantee is only worth something if you can actually use it. Ask two questions before you buy any bed: what's the foam density, and what exactly do I do if it fails? If the seller can't answer both clearly, walk away.
Every Mr Mattress bed comes with a real warranty and a 365-night trial. See the full terms on our FAQ page.