Defective Goods Process
Damage Description
Mattress:
Headboards:
Rips Bent
Rips
• • • •
• • •
Scuffs
Scuffs
Dirty
Dirty
Divan Bases:
All:
Rips
• Any damage caused during assembly, if paid assembly is on the order • Any damage where reason unclear due to packaging being removed before damage identified
• • •
Scuffs
Dirty
• Drawers misaligned/not fitting into base • Collapsed due to force or lack of care when delivering
Flat Pack (Bedsteads):
If the customer reports damage within the first 30 days from delivery, we can arrange a direct replacement or exchange.
• Packaging damaged as well as product
Manufacturing Fault Description
Mattress:
• Poor stitching/stitching coming lose • Missing Tufts • Dipping • Undersized • Collapsed springs • Springs protruding
Headboards:
• Poor stitching/stitching coming lose • Material too tight or too loose • No thread to attach the headboard to the base
Divan bases:
• Poor stitching/stitching coming lose • Collapsed – inside the frame • No holes drilled for headboard fittings or castors
Flat pack (Bedsteads)
• Split, gouged, splintered (packaging intact)
If the customer receives faulty goods within the first 30 days, and the product is a flat pack bed frame or DBF product – you can replace or exchange.
If the customer has a 3 rd party supplier Mattress, Divan or bedframe, an Emmiera inspection must be arranged.
Please see the supplier guarantee process to confirm the bed frame supplier and if an inspection is needed.
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