Warranty

Warranty

Betalife covers two different things under two different sets of rules, and it helps to know which one applies to you before you contact us.

  • Warranty covers a manufacturing defect — something wrong with the way the product was made. Each product type has its own warranty period, listed below, and a warranty claim needs to show us the fault.
  • Returns cover a change of mind — the product is exactly as described and made correctly, but you no longer want it. That is a different policy, with a 30 day limit and a different cost to you. See our Returns policy.

If your product has arrived faulty or damaged, or has developed a fault in use, this Warranty page is the right one. If you simply want to send it back, the Returns policy is the right one.

Mattress warranty — 10 years

Every standard Betalife mattress carries a 10 year limited warranty. It covers manufacturing defects under normal household use. Normal wear, comfort preference, normal body impressions, stains, moisture or mould damage and misuse are excluded.

Comfort preference is worth calling out. If a mattress is made correctly but does not feel the way you hoped, that is not a manufacturing defect, and it is not a warranty claim. Nor is a normal body impression, which every mattress develops with use. Our Mattress Firmness Guide is there to help you choose the right feel before you buy, and if a mattress simply is not right for you, the 30 day change of mind window in our Returns policy now covers mattresses.

Warranty period by product

Product category Warranty period What is covered What is excluded
Standard mattress 10 years limited Covers manufacturing defects under normal household use. Normal wear, comfort preference, normal body impressions, stains, moisture or mould damage and misuse are excluded.
Folding foam mattress 2 years limited Covers manufacturing defects under normal household use. Normal wear, comfort preference, normal body impressions, stains, moisture or mould damage and misuse are excluded.
Mattress toppers 1 year Covers manufacturing defects under normal household use. Normal wear, comfort preference, normal body impressions, stains, moisture or mould damage and misuse are excluded.
Pillows 1 year Covers manufacturing defects under normal household use. Normal wear, comfort preference, normal body impressions, stains, moisture or mould damage and misuse are excluded.
Bed frames (timber, metal, upholstered) 2 years structural Covers structural manufacturing defects under normal household use. Normal wear and tear, misuse, incorrect assembly and damage caused by improper use or support are excluded.
Bunk beds and kids beds 2 years structural Covers structural manufacturing defects under normal household use. Normal wear and tear, misuse, incorrect assembly and damage caused by improper use or support are excluded.
Sofa beds and recliners — structural frame 2 years on the frame, 1 year on everything else Includes 1 year warranty on upholstery, foam, cushions, reclining/sofa bed mechanisms and electrical components, covering manufacturing defects under normal household use. Normal wear and tear is excluded.
Panel furniture (bedside table, wardrobe, tallboy, lowboy, drawer, bookshelf, cabinet) 1 year Covers manufacturing defects under normal household use. Normal wear and tear, misuse, incorrect assembly and accidental damage are excluded.
Home décor and small furniture accessories 1 year Covers manufacturing defects under normal household use. Normal wear and tear, misuse and accidental damage are excluded.
Product category Warranty period
Standard mattress 10 years limited
Folding foam mattress 2 years limited
Mattress toppers 1 year
Pillows 1 year
Bed frames (timber, metal, upholstered) 2 years structural
Bunk beds and kids beds 2 years structural
Sofa beds and recliners 2 years frame, 1 year upholstery, foam, cushions, mechanisms and electrical
Panel furniture (bedside table, wardrobe, tallboy, lowboy, drawer, bookshelf, cabinet) 1 year
Home décor and small furniture accessories 1 year

Warranty periods run from the date of delivery, in normal household use, within New Zealand. What each period covers and excludes is set out in full in the table above.

What is not a warranty claim

Across every category above, the same things sit outside warranty:

  • Normal wear and tear from everyday use.
  • Incorrect assembly, or a product used or supported in a way it was not designed for.
  • Accidental damage, stains, moisture or mould damage.
  • Changing your mind, or finding the comfort is not what you expected — see the Returns policy instead.
  • Any modification made to the product, which will void the warranty. Betalife shall take no responsibility or liable for any cost that you are paying for unauthorised repair or third-party assembly.

How to make a warranty claim

Email us at contactus@betalife.co.nz and include as much detail as you can, so that we understand the issue without having to come back to you twice:

  • Your order number, or other proof of purchase.
  • The product name and size.
  • Clear photos of the fault. Where the fault is structural, a photo of the whole product as well as a close-up of the fault.
  • A short description of when the fault appeared and how the product has been used.

What happens next

Betalife understand its obligations under the Consumer Guarantees Act 1993 and Fair Trading Act 1986 and respect your rights under each. We endeavour to provide perfect product to consumers while in the event that our products are not of acceptable condition or faulty, we will do our best to resolve the concern with repair or replacement parts/products. If repair and replace is not possible, we will refund the purchase price.

In practice that means we will assess the photos and information you send, and then take one of these steps:

  • Repair the product, where a repair will properly fix the fault.
  • Send replacement parts, where only one component is at fault — this is often the fastest outcome on bed frames and panel furniture.
  • Replace the product, where a repair or a part will not resolve it.
  • Refund the purchase price, where repair and replacement are not possible.

We will tell you which of these applies before anything is collected or sent, and we will arrange the freight for an approved warranty claim. Please do not arrange your own repair or engage a third party before speaking to us.

Warranty freight and change of mind freight are not the same thing

These two are often confused, so to be explicit:

  • Approved warranty claim — we arrange and pay the freight. A genuine manufacturing defect is ours to put right, and getting the product back to us or a replacement out to you is our cost, not yours.
  • Change of mind return — you pay the freight. The product is correctly made and as described, you have simply decided against it. Sending it back is at your cost and risk under the Returns policy. On a bulky item, and on a mattress in particular, that cost is not small.

If you are not sure which of the two you have, email us with photos before you send anything and we will tell you.

Your rights under New Zealand law

These warranty periods are in addition to, and do not limit, consumers' rights under the New Zealand Consumer Guarantees Act 1993.

Contact

If you have any question regarding this warranty or you would like to make a claim, please send us an email via contactus@betalife.co.nz