Warranty Info

Welcome to Naplux. We believe everyone deserves exceptional sleep without paying luxury prices. We created Naplux with one simple mission: to deliver premium quality mattresses that offer outstanding comfort, support, and durability at prices that make sense. By selling directly to you online, we eliminate unnecessary retail markups and expensive showroom costs, allowing us to invest where it truly matters inside every product we make.

Every decision we make is guided by one question: "Does this help our customers sleep better?" Thank you for choosing Naplux. Here's to better sleep, better mornings, and better value for every New Zealander.

This document provides a legally compliant, comprehensive Warranty and Return Policy for Naplux New Zealand (operated by New Zealand Bed Company Ltd / Naplux NZ Ltd). It integrates your specific product terms with the statutory requirements of the New Zealand Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 (FTA).

Important Notice Under New Zealand Consumer Law:
All warranties outlined below are voluntary manufacturer warranties provided by Naplux New Zealand (Naplux NZ Ltd). These warranties are offered in addition to, and do not limit or replace, your statutory rights and remedies under the New Zealand Consumer Guarantees Act 1993 (CGA). Under the CGA, all goods must be of acceptable quality, fit for purpose, and match their description. If your product experiences a substantial failure, you are entitled to a rejection and a choice of a replacement or refund under the Act.

We want you to love your purchase, but we understand that sometimes choices change. We offer a 14-day change of mind return window from the date of purchase for our mattresses and accessories under the following strict conditions:

• Hygienic Requirements: Due to strict public health and safety regulations, the product (mattress or accessory) must be completely unused.
• Packaging: Accessories (pillows, bedsheets, duvets, mattress protectors, and mattress toppers) must remain unopened in their original packaging.
• Exclusions: An incorrect choice of mattress comfort does not constitute a manufacturing fault. Retailers may offer a comfort warranty at their own unique discretion.

What is Covered

Your 5-year warranty covers manufacturing faults resulting from defective workmanship or materials from the date of purchase, specifically:

• Broken or loose internal support elements.
• Coils or wires that are loose, broken, or protruding through the fabric wrapper.
• Body indentations of over 35mm (see measurement guide below).
• Loose grid top layers.
• Faulty integrated bases or drawers (where supplied by Naplux).

What is NOT Covered

• Normal body indentations up to 35mm.
• Normal wear and tear, or a natural gradual change in comfort/softness over time due to weight pressure on the foam and springs.
• Damage caused by abuse, misuse, negligence, or accidental physical damage (including burns, cuts, tears, or liquid spills).
• Damage to edge supports caused by moving or transporting the mattress non-flat or non-vertical.
• Mattress damage or comfort issues caused by using an incorrect, sagging, or insufficient base support system (where the customer has supplied their own base).
• Beds purchased from unauthorized retailers or received via promotional giveaways/gifts.
• Subjective preferences such as new bed smell/odour, general comfort preferences, sheet fit, or bedding height.
• Fabric handles (these are designed exclusively to help position or rotate the mattress on the base, not to lift its full weight).
• Pulled threads over time, which fall under normal wear and tear.
• Warranties are strictly limited to the original purchaser only and are completely non-transferable.

How to Measure Body Indentations

To check if an indentation exceeds the 35mm warranty threshold: strip all sheets and bedding off the mattress. Place a long, completely straight edge (such as a straight broomstick) flat across the surface of the mattress. Use a ruler to measure the vertical gap from the underside of the stick down to the lowest point of the mattress surface without pressing down.

Critical Warranty Conditions

• The Stain Clause (Health & Safety): Under New Zealand Health & Safety guidelines, the warranty is immediately void if there are any stains or liquid fluid marks on the mattress. Naplux New Zealand strictly reserves the right to refuse to service or inspect a mattress found to be in an unsanitary condition.
• Protector Advice: Naplux strongly advises that a high-quality mattress protector be used at all times to preserve your warranty protection.
• Fabric Defects: Any defect in the fabric must be reported to the retailer within two weeks of purchase. Beyond this 2-week window, fabric issues are legally deemed normal wear and tear.
• Material Substitution: Naplux New Zealand reserves the right to substitute alternative or identical materials during repair or replacement if the original components are no longer available.

Naplux NZ Bases (5-Year Warranty)

• Covers: Manufacturing defects in assembly/workmanship, and any physical flaw causing the New Zealand Pine timber to evidently degrade, split, or crack despite normal domestic use. Fabric defects are covered only if reported within 2 weeks of purchase.
• Excludes: Damage from environmental causes (excessive moisture, direct heat sources), accidental structural impact, burns, cuts, liquid damage, or structural defects caused by third-party accessories. Products sold "as-is", "seconds", "reconditioned", or "used" are strictly excluded.

Headboards (24-Month Frame / 6-Month Fabric Warranty)

• Covers: Defective materials or workmanship in the headboard frame under normal domestic use, and fabric stitching faults if reported within the first 2 weeks of purchase.
• Excludes: Broken headboard frames due to misuse, pushing, or rough handling; minor scuffing, lint formation (pilling), fabric fading, pulled threads, or stitching issues reported after the initial 2 weeks.

To keep your warranty valid and extend the life of your Naplux products, please adhere closely to these guidelines:

• Handling & Safety: Do not attempt to lift mattresses or headboards by yourself. Always use two people to prevent personal injury. Never fold or roll a spring mattress once unboxed.
• The Base Matters: Ensure your mattress is paired with a flat, structurally sound base. Damage resulting from an unsupportive base will void your warranty. Regularly check and tighten base legs or castors.
• Rotation: Rotate your mattress end-to-end every two months to ensure uniform wear and compression. Make use of the full surface area of the bed to avoid localized lumps.
• Handles Warning: Do not use side handles to lift the full airborne weight of the mattress; use them only to glide or slide the mattress when rotating.
• Hygiene & Cleaning: Always use a mattress protector. Do not saturate the fabric with water or cleaning liquids. For base and headboard fabrics, maintain the surface regularly using a lint remover or specialized fabric cleaner.
• Environment: Keep New Zealand Pine bases dry and well away from direct heat or damp environments. Occasionally air out your mattress for a few hours by stripping back all bedding. Never smoke or eat in bed. Keep tags out of reach of children.

If you identify a genuine manufacturing defect, please follow our streamlined claims procedure:

1. Verify Eligibility: Ensure you are the original purchaser and hold a valid proof of purchase clearly showing the purchase date.
2. Submit a Ticket:Email us directly at: contact@naplux.co.nz ORFile an online support ticket at: https://naplux.co.nz/pages/help-support
3. Provide Photographic Evidence: You will be requested to provide clear photos showing the visible fault (alongside a measurement scale, such as a ruler, if claiming for a body indentation). An in-person inspection appointment may be arranged if required.
4. Resolution: Once inspected and certified by Naplux New Zealand as a manufacturing fault, we will either repair or replace the product at our sole discretion. Replacements may be limited strictly to the faulty component or ingredient rather than the entire unit.

Naplux New Zealand provides a Return to Base (RTB) warranty, meaning general transit costs for returns are the responsibility of the purchaser.

However, we offer first-year freight protection: If a manufacturing fault is detected and verified within the first 12 months from the date of purchase, the freight liability shifts to the manufacturer. In this instance, you can coordinate free transport through your original retailer or use a manufacturer-authorized freight carrier, and all standard freight expenses will be fully reimbursed by Naplux.