Guarantee

A new mattress will be a shock to the system and just like a new pair of shoes will require a short period of time in order for you to get used to it. What may feel strange on night one will soon become the fantastic mattress you’ve dreamed of. 9 times out of 10 this is the case given the advice and assistance of our team.  That said there will be instances where the mattress after trying within the 30 days simply doesn’t do it for you, and that is fine!

Our  “Love It  or  Return It”  guarantee has been in place since day one*. This guarantee represents the foundation of our business, the confidence we have in our products and indeed our reputation.

*This Guarantee covers our full mattresses but doesn’t cover inidivdual toppers

Two Part Guarantee

1. Love It or Return It:

This applies for 30 days from delivery. Giving you 30 days at which to get in touch if there is an issue or a need to return your mattress. If you are not happy with the mattress we supply – For any reason – we will arrange to collect and you will be refunded in full. We will send out packaging that it must be returned in to protect you and us from any damage due to transport. There are no collection charges or any of that nonsense. All that we ask is that you arrange with our couriers a suitable time for it to be collected. Once received and checked by us, please see the exclusions below, we will then process a full refund to you.

2. Product Guarantee:

We have all our mattresses built to our precise specifications and therefore we can personally guarantee each model for a period of time. Each model carries the guarantee time-scale at the bottom of the individual listing.  This is described as ‘Full Repair or Replace’.

What does this mean?

If your mattress fails within the specified guarantee period then we will either repair or replace the faulty component.
We will not list all eventualities here – but we do work on common sense and fair practice. We have been in this business long enough to know what is [and what is not] acceptable and also long enough to recognise the failures of other companies who offer guarantees and warranties that are not worth the paper they are written on.

The factories that produce our mattresses do so in the knowledge that any product complaint will be  investigated thoroughly and with diligence. It is also understood that they will bear the expense of correcting faulty workmanship or component. There should be no need to involve third parties to determine if something is wrong.

What if you believe something is wrong?

If we guarantee a mattress for five years for example, then that mattress should still be usable showing normal signs of five years wear and tear. However, the springs should not be poking you in your back and there should be no complete collapse of components, unless your weight has significantly changed over the time period. We recommend weight limits for our mattresses and if these have been exceeded then the additional stress may reduce the life of the mattress or cause it to collapse. If you have cause for complaint then all you have to do is to phone us.

Exceptions: What is not covered?

Mattress Toppers:  Unfortunately we can’t offer the love it or return it on toppers.  Toppers are not covered by our love it or return it guarantee but are covered by the 30 day returns policy.  We don’t offer the love it or return it as we can’t guarantee the mattress you’re putting the topper on is in a suitable condition to allow the topper to work effectively.  Ie if you’re putting a topper on a sagging mattress the topper will never fix the sag.  We accept returns of toppers if they are unopened and in their original packaging.  A £50 collection charge will be levied and once the topper is returned and checked a refund, minus the £50, will be processed back to the original card payment.

Damage during unwrapping: Please read our instruction guide here for how to open a rolled mattress. We know how knives and scissors can slice the mattress if not opened correctly. We provide clear guidance in the packaging and on our site for you to correctly open your mattress. If this isn’t followed then we can’t guarantee your mattress. Any mattresses received that have cuts or incisions in them will be deemed to be damaged by the customer. I’m sure you can understand that whilst we take intensive care and attention in getting the mattress to you in top condition, we politely request the same from you when opening it.

Fabric: Wear and tear of fabric is not covered. However, we will use our discretion to see if any valid complaint is justified.

Wilful damage and neglect: Your mattress should be looked after and cared for. A mattress protector should be used at the very least. We will not entertain any claim if the mattress shows obvious signs of neglect or misuse.

The bottom line:

At John Ryan we are passionate about our craft. Making high quality mattresses and providing you with the clear transparent facts about them.We take comment and complaint very seriously and in doing so we are able to constantly upgrade products and our service to ensure we maintain our Zero Complaint policy. Our reputation for trust and reliability has been time served, hard earned and has become one of our most valued assets.

There really is no need to go into legalese depth of when a complaint is justified [or not]. As a customer [or potential customer] of ours you are assured that we will do all we can to be fair and responsive. We also ask that you return the favour with us when dealing with returns or any complaints.

3 Year Guarantee – This is available on all our Genesis Models.  If the bed fails within the 3 years we will repair or replace it.

5 Year Guarantee – This is available on all our Hybrid Models. If the bed fails within the 5 years we will repair or replace it.

7 Year Guarantee - This is available on all our Fusion Models.  If the bed fails within the 7 years we will repair or replace it.

Bespoke Orders:  Please note bespoke orders including non-standard sizes are exempt from our 30 day love it or return it guarantee but covered by our Guarantee.