Warranty

Sophie Adjustable Bed Warranty

Due to the high standard of manufacturing, we are proud to offer a standard 5 year warranty on our Sophie range of Electric Adjustable Beds and HiLo Adjustable Beds.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The warranty described on this page is in addition to any other rights and remedies available to you under a law in relation to the goods to which the warranty relates. See our Returns, Refunds & Statutory Rights page for the full detail on those rights.

Warranty terms

This warranty covers the original purchaser only, please retain a copy of your order confirmation as proof of purchase. You’ll need this to make a claim, without it we reserve the right to reject any claim under this warranty.

The warranty starts on the date of purchase of the electric adjustable bed and lasts until the end of 5 years from that date.

This warranty covers the following defects in workmanship and materials of any Sophie Electric Adjustable Bed that has at all times only been in normal domestic use and treated in accordance with its intended purpose. Please note, the intended purpose covers that the bed must be installed on a flat even surface.

• Deterioration which causes the mattress to have a visible indentation greater than 25mm, as long as that indentation or sag has not resulted from use of an improper or unsupportive foundation as described below.
• Any physical flaw in the mattress or base that causes the foam material to split or crack, as long as the mattress has not been handled improperly.
• In respect of the mattress cover only, any manufacturing defect in the zipper assembly or the fabric of the mattress cover. As noted below, a defect in respect of the mattress cover alone will not entitle you to a replacement Sleep Sophie mattress, just the cover itself.
• Any physical, electronic or electrical manufacturing fault that would cause the bed frame, motors, remotes or computer to not perform as per the intended purpose.

If it does not fall into one of the categories above then it is not covered by our warranty. By way of example of what is not covered, please see the following list (although there can be other things too which are not covered):

• A normal increase in the softness of the foam pressure-relieving material which does not affect the pressure-relieving qualities of the mattress.
• Comfort preference.
• Abnormal use.
• Physical abuse or damage to mattress or bed base which causes defects such as burns, cuts, tears, liquid damage or stains.
• Exposure to cold temperatures for a period of time that causes the materials to tear or permanently deform.
• Mould, dirt, stains, smells, or bed bug infestations resulting from poor mattress care.
• Any claim made other than for the benefit of the original purchaser.
• Replacement of a Sleep Sophie mattress due to defective cover. If you purchase a mattress and only the cover is defective (and not the mattress), we will only replace the cover and not the whole mattress or adjustable bed.
• For mattresses a defect or change in the mattress that is only a minor variation or normal change that does not affect the pressure redistributing properties of the product.
• Any mattress sold by a reseller who is not an authorised Sleep Sophie reseller at the time of purchase.
• Any mattress sold “as-is”, “preconditioned”, “reconditioned”, “used”, “comfort return”, “returned”, “previously owned”, or any other similar wording indicating that the mattress is not “new” or of “first quality” or has previously been purchased or used by someone else.

To make a claim under this Warranty, please send:

• a brief written description and photo of the problem or condition that you believe constitutes a defect;
• proof of purchase (such as your order number or an original dated sales receipt) to Sleep Sophie at admin@SleepSophie.com.au.

We reserve the right, in our sole discretion, to require photographs, further information or descriptions, or to physically inspect the mattress prior to accepting a particular claim under this Warranty.

Should shipping costs be required to return your adjustable bed, you will not be responsible for those costs.

Any evidence we receive regarding the potential warranty claim, including the adjustable bed itself in some cases, will be cross-examined and evaluated by our team. When we have received the evidence, we will decide at our sole, reasonable discretion whether your claim is covered by the warranty or not. If we determine that it is covered, we will repair or replace (as applicable) and ship the adjustable bed base or mattress or mattress cover back to you. Sleep Sophie reserves the right to offer you a similar replacement if your item has been discontinued. We will only cover the shipping expenses of the first warranty claim. The warranty period does not restart, but rather continues from your original purchase date.

This warranty does not give you the right to get a refund. The warranty only covers replacements, repairs and upgrades for successful warranty claims.

Extended Warranty – $279

At the original point of purchase, an extended adjustable bed warranty can be purchased for an additional $279 which doubles the standard warranty to ten (10) full years. Aside from the length of time, no other condition of the Standard Warranty shall be altered.

Sophie Alternating Air Mattress Warranty

Every Sophie Alternating Air Mattress system comes with a 5 year comprehensive warranty. Comprehensive means the complete system is covered against defects in materials and workmanship for five full years – no product feature is excluded and there are no fine-print carve-outs.

The warranty runs for 5 years from your date of purchase and covers the original purchaser. Please keep your order confirmation as proof of purchase, as you’ll need it to make a claim. Cover applies across the whole system, including:

• the pump, motor and internal components;
• the control unit, settings and air hoses;
• the alternating air cells and the mattress body; and
• the waterproof cover, its zip and its seams.

To make a claim, email a brief description and a photo of the issue, along with your proof of purchase, to admin@SleepSophie.com.au. We may ask for further information or to inspect the system. Where a claim is accepted we repair or replace the affected part or the whole system and cover the return shipping on that first claim; the warranty continues from your original purchase date rather than restarting.

Your rights under the Australian Consumer Law: This warranty is in addition to your statutory rights and does not limit or replace them. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. See our Returns, Refunds & Statutory Rights page for the full detail.

Sophie Lift Recliner Chair Warranty

Every Sophie Embrace Lift Recliner Chair comes with a 2 year comprehensive warranty. Comprehensive means the whole chair is covered against defects in materials and workmanship for two full years – no product feature is excluded and there are no fine-print carve-outs.

The warranty runs for 2 years from your date of purchase and covers the original purchaser. Please keep your order confirmation as proof of purchase, as you’ll need it to make a claim. Cover applies across the whole chair, including:

• the four independent motors, actuators and the powered lift mechanism;
• the handset, wiring, control box and power supply;
• the chair frame and reclining action; and
• the upholstery, foam, seams and cushioning.

To make a claim, email a brief description and a photo of the issue, along with your proof of purchase, to admin@SleepSophie.com.au. We may ask for further information or to inspect the chair. Where a claim is accepted we repair or replace the affected part or the whole chair and cover the return shipping on that first claim; the warranty continues from your original purchase date rather than restarting.

Your rights under the Australian Consumer Law: This warranty is in addition to your statutory rights and does not limit or replace them. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. See our Returns, Refunds & Statutory Rights page for the full detail.