BACKCARE LUXURY 2000 POCKET MATTRESS

At Deeplay Beds, we offer a 30-night trial on select standard items, giving you time to make sure your bed is truly right for you. To maintain our quality and hygiene standards, the following terms apply:

1. Strictly Excluded Products

The following are not eligible for the 30-night trial

• Custom & made-to-order beds as each piece is built to your specification
• Mattresses & hygiene products once the sealed packaging has been opened
• All headboards any headboard exceeding 45 inches (114cm) in total height
• TV beds and Chesterfield beds are fully excluded from the trial
• Unlabelled items: Only products marked with the 30-Night Trial label on the product page are eligible
  

2. Return Fees & Logistics

• Collection fee: A flat fee applies to all collections, deducted from your final refund
• Disassembly: Our collection team does not disassemble furniture,  items must be fully disassembled and ready at the ground floor or front door
• Packaging: Returns must be sent in original or equivalent protective packaging

3. Condition & Photo Evidence

All returns must be undamaged and stain-free, in resalable condition.

• Photo evidence required before collection is booked: the item disassembled, and the item fully wrapped and packaged
• Inspection: Our team inspects all returns on arrival. Damaged, stained, or poorly packed items may have the refund refused or a deduction applied

4. Wrong Size or Access Issues

Free returns don't apply if an incorrect size is selected, or if the item can't pass through doors, stairs, or access points. Compensation is assessed case-by-case.

5. Refunds

Once your return is received and inspected, refunds are issued to your original payment method, with any deductions clearly explained.

24-Month Comprehensive Warranty

Overview

We want you to sleep soundly, literally and figuratively. Every bed frame we sell is backed by a single, no-nonsense 24-month warranty that covers defects in materials and workmanship from the date you purchase it.

Duration & Territory

What the Warranty Covers

Structural components – side rails, headboard posts, footboard, centre support.
Metal fixings & hardware – bolts, brackets, centre support legs.
Factory-installed finishes – paint, stain, or powder-coat that peels or blisters due to manufacturing fault.
Moving parts (for adjustable models) – hinges and gas lifts that fail through normal residential use.
Labour & replacement parts – we will supply equivalent parts and pay reasonable labour costs if repair is needed during the first 12 months; from months 13–24 we still provide all parts free of charge, and you pay only any labour or call-out fees (we’ll quote these before work begins).

What the Warranty Excludes

Normal cosmetic wear (minor scratches, nicks, natural colour changes).
Damage caused by:
• incorrect assembly or over-tightening of bolts
• use of incorrect or unsupported mattress sizes
• commercial, rental, or institutional use
• excessive humidity, mould, or water ingress
• accidents, abuse, or moving house without proper disassembly and packing.
Mattresses, bedding, electrical components, or any accessory unless expressly stated on the product page.
Any unauthorised repairs or modifications.
Your statutory rights under the Consumer Rights Act 2015 are not affected.

Conditions for Warranty Validity

Proof of purchase (digital or paper receipt) must be provided.
The bed frame must be assembled and used strictly in accordance with the instruction manual supplied.
The frame must be located indoors in a dry, climate-controlled environment.
All bolts must be checked and re-tightened after 30 days of first use and at least every six months thereafter.

How to Make a Claim (Step-by-Step)

Photograph the issue – wide shot + close-ups.
Email info@deeplaybeds.co.uk 
Order number/receipt
Photos (maximum 10 MB per email)
Short description of the fault, when you first noticed it, and any troubleshooting already attempted.
Response time – we aim to reply within 2 business days.
Assessment – we may request additional photos or a virtual video inspection.
Resolution – one of the following, at our discretion:
Free replacement part(s) shipped within 5-7 working days.
On-site repair appointment at a mutually convenient time.
Full frame replacement if repair is impractical.
Turnaround target – most issues are resolved within 14 days of approval.

Shipping & Returns

Replacement parts are sent via a tracked courier service at no cost to you.
If we need the defective part back, we will provide a prepaid return label.
Frames approved for replacement must be disassembled and packaged by the customer unless otherwise agreed.

Availability of Parts After Warranty

We keep spare parts for at least five years after a model is discontinued. After the warranty period, these parts are available at cost plus postage.