Deterioration causing the Mattress to have a visible indentation greater than one (1) inch that is not associated with an indentation or sag which results from use of an improper or unsupportive foundation or adjustable bed base. Normal wear requires that a Mattress be continuously supported by a matching foundation or adjustable bed base with a proper bed frame sufficient to support the collective weight of the Mattress and foundation.
Any physical flaw in the Mattress that causes the foam material to split or crack, despite normal usage and proper handling.
Any manufacturing defect in the zipper assembly of the Mattress Cover.
This limited Mattress Warranty does not cover the following:
A normal increase in softness of the foam pressure-relieving material which does not affect the pressure-relieving qualities of the Mattress.
Physical abuse or damage to the structure and/or cover material, including but not limited to, burns, cuts, tears, liquid damage, or stains; provided, that the defect is caused by such abuse or damage.
Replacement of any non-defective pieces in the Soho sleep system (for example, if you purchase a mattress with multiple components and only one component is defective, then we will only replace the defective component).
The return request for an opened mattress can be made no earlier than 30 days after delivery.
Unopened mattresses are eligible for return and refund after delivery.
To return, products must be in a condition where we can donate them, with only normal wear and tear (in our sole discretion). Shipping cost will be borne by the customer.
Products must have been used only for its intended purpose. This includes using the product on an appropriate base, frame, or foundation. Environmental damage, such as mold, due to the misuse of the product in this way voids return eligibility.
Mattresses that have not been opened within 90 days of delivery are considered misused and are ineligible for warranty claims and returns.
You must submit all required information and documentation requested by our Customer Care team to complete your return within 30 days of your return and refund request. If you do not, the refund request must be re-submitted.