Warranty and guarantee information for Helix Products
Guarantee & Warranty
The Vogue Beds guarantee covers mattresses against faulty workmanship and materials, for a period of ONE year from the date of purchase.
The guarantee period will commence from the date Vogue Beds delivers the goods. Any customer service issues will need to be reported in writing to Vogue Beds Customer Service department.
In the unlikely event of a defect in material of workmanship occurring within ONE year of purchase, Vogue Beds will arrange at our discretion to replace/repair the item free of charge.
All Helix mattresses come with a 5 or 7 year warranty. If a manufacturing defect occurs within the warranty period, Vogue Beds will repair/replace at our discretion the item with a usage charge. This charge will reflect the period of use, at the current retail price and the number of years left on the warranty as shown below.
On all warranty claims a contribution towards transportation costs may be charged.
Any claims under this warranty must be made through the retailer from whom the bed was purchased (Proof of purchase may be required) or direct with Vogue. We also require clear images of the issues and an example of the base on which the mattress lays on.
When repairing/replacing items under this warranty, Vogue Beds reserve the right to substitute alternative materials, or models, should the original no longer be available. Vogue will try to match items not under complaint, with any substitute fabric used. This is not guaranteed.
Vogue Beds reserve the right to refuse service when any defect is due to causes other than faulty materials or workmanship. If the item is soiled and in an unsanitary condition. No service can be carried out for health and safety reasons.
This warranty does not affect your statutory rights.
The 5-year warranty will be on the following scale: –
Your warranty will be invalid if any of the conditions above have been contravened.
What to expect from your new mattress?
Great night’s sleep.
However, a new mattress can take a bit of getting use to. We have been making mattresses for the last 30 years, so we know some of the questions that might come up when using your new mattress for the first couple of nights.
Did you know that most potential & common mattress problems occur due to a mattress not being supported properly by the base.
Always remember to check the divan or the frame to make sure that it is properly supported. The divan should have all castors attached and in place securely. If the divan is split, both pieces should be flush, and attached properly.
The slatted bed or frame should have a proper centre support, the slats should be no more than 63mm apart.
A mattress that is not properly supported may not function properly.
What to do if mattress feels too warm?
The feeling that it is “too warm” or “too hot” while sleeping in the new sleep.
Are you using a quilt or a blanket, if so what type?
You may experience a change in sleeping habits or your sleeping patterns. Your bedding should be adjusted to accommodate this change. If you are feeling too hot, try sleeping with a lighter weight quilt or blanket.
Are you using a mattress protector? If so, what type?
Often the mattress protector that is being used can create the feeling of the bed being “too warm or too hot”. Consider changing the mattress protector if this is the case.
What is Body Signature (Settlement)?
You may look at the bed see a “dip” or “impression” in their mattress and think that it is faulty or defective. This “impression”, or Body Signature, is normal for a mattress that conforms to the body.
Modern day mattresses are manufactured differently to those of the past. We use “conforming” materials. These materials are much better than older, traditional, natural components used years ago. These new materials allow the bed to conform to your body, and do not force your body to conform to the bed. This is critical for allowing your body to stay in one position longer during the night. It is normal and desirable.
Sometimes it can also seem as if the bed has a “ridge” in the middle of it. This “ridge” is the result of two Body Signatures, one on each side of the bed. Again, this is normal and desirable.
A general rule, the more expensive the mattresses the greater the degree of the body signature you will experience, as more expensive mattresses generally use more conforming layers.
The reason that “Body Signatures” occur is that the conforming layers may lose a small percentage of its height and firmness in the first several months of use. After several months of use, the foams stabilize, and no further height loss should be experienced.
Are you rotating your mattress?
So that the fillings conform to your body evenly we recommend that the mattress be rotated once a week for the first 6 weeks and then every month thereafter will help to ensure that settlement from body pressures is evenly distributed.
Always remember to check the divan or the frame to make sure that it is properly supported. The divan should have all castors attached and in place securely. If the divan is split, both pieces should be flush, and attached properly. The slatted bed or frame should have proper centre support, and the slats should be no more than 63mm apart. A mattress that is not properly supported may not function properly.