Your Eco-Cloud latex mattress has a 12 year non-prorated component warranty. If your mattress develops a body impression of more than an inch with normal usage we will replace any failed component. Do not allow children to jump on it as that can damage the latex and springs and thereby void your warranty. Do not place your mattress directly on the floor as this could cause the mattress to develop mold. Mattresses placed on old box springs or foundations that flex will not be covered under this warranty. Stains which can be deemed to be unsanitary may also void your warranty. Stitches in the quilting that loosen are not covered under warranty. Zippers are not covered under this warranty. Use of heating pads will prematurely age the latex and may void your warranty. If you have selected an Eco-Cloud with cotton batting comfort layers you may experience compression of the cotton. This is not covered under warranty. We recommend that you take out the cotton pads and put them in the sun for a few hours annually. This will dry out the perspiration and renew them. If the mattress, foundation, or cover is physically abused, damaged, burned, cut or torn, this warranty is void. This warranty is valid only for the original purchaser of the product. Replacement of any failed component is the exclusive remedy under this warranty. Replacement of components does not extend its limited warranty or begin a new warranty period. Allergies and comfort are not covered by this warranty.
Your cover may show a small nesting on the surface as the wool in the quilted top compresses. Your top panel can be unzipped and aired out on a sunny day which will allow the wool to dry and fluff up. Please do not put the cover in in a washing machine as the agitation will felt the wool and it will shrink. We recommend that you flip your top layer of latex annually. When unzipping your cover pull it away from the latex. Call us for advice on moving & packaging & storage.
We ask you to try your new Eco-Cloud mattress for 15 days. If you are not comfortable, call us within 30 days of your delivery and we will change the firmness of your top layer of latex one time to your choice of firmness. There is a delivery charge for this service. You have up to 60 days from delivery for a comfort exchange. There is no cost for the latex when we do a comfort exchange unless you choose a dual firmness layer which costs $100. If your mattress is stained, damaged or abused in any way this comfort exchange option is voided.
We hope that you will love your Eco-Cloud organic mattress and tell your friends about it. In the unlikely event that you are not happy, we will take it back after 30 days from delivery and within 60 days from delivery and refund 85% of your purchase price. If your mattress is stained, damaged or abused in any way this return option is voided.
Bed frames and related furniture items are made to order. Once they are made orders cannot be canceled. There are no returns of furniture after it has been delivered.
Pillows, comforters & toppers, custom sized mattresses & adjustable beds are not returnable. Full extra long and split queen or split cal king mattresses are considered custom sized mattresses.
Delivery times are approximate. We will try to be as precise as possible and make your delivery go smoothly. We will call you the night before your delivery to give you a two hour window and we will also call before we leave the stop before you to make sure you are at home. Please have the area clear and free of clutter. Remove pictures, wall hangings and any other obstructions that could be damaged or hinder your installation. Remove linens before delivery. We offer white glove delivery in the bay area within 15 miles of any of our stores.
We sincerely appreciate your positive reviews on Yelp or Google. If you have any issues with your mattress please call us so that we can solve the problem for you. Thank you for shopping at The Natural Mattress Store