Manufacturing warranty – Mattresses

This warranty is only applicable to our production standards and do not include misuse or abuse of the products and will be assessed before any repairs or replacement are done.
15 Year Warranty.

Care Instructions \ Service Warranty

Congratulations on purchasing a superior quality, true value for money mattress from Foam Factory.

Having been encased by plastic, your new mattress may have a slight odor. This will disappear in a few days after the mattress has been aired.

Your new mattress may initially feel a little too firm. This is normal as your old mattress may have lost some of the support qualities which will now experience with your new mattress. As with a new pair of shoes, your mattress needs to be worn in.

If you have not purchased on of our bases, please ensure that your existing base is slatted, perfect flat and does not sag when you apply pressure. Your body is extremely sensitive to uneven surfaces and any sagging of the base will cause you to feel you are rolling towards the centre of your mattress.

In our experience, most people do not turn mattresses as frequently as they should. This causes uneven wear of softness and does not allow the mattress to breathe which leads to early deterioration. We cannot emphasise enough the importance of turning your mattress regularly. Ninety nine percent of customer complaints of mattresses collapsing is a result of not turning mattress often enough. This is easily seen by the factory on dismantling the mattress.

To assist in ensuring the regular turning of your mattress we strongly recommend that you draw with a marking pen two arrows on your mattress, one pointing to the foot of the mattress then turn over the mattress and draw the other arrow pointing to the side of the mattress. You must then turn the mattress in the direction of the arrow monthly.

Not turning your mattress as described above will invalidate any warranty claims.

In the unlikely event of a service warranty claim or repair we shall use the same material as that being replaced, if available. Should such material be unavailable then we shall use similar material provided it is of the same quality. In the event of a warranty claim, the claimant must deliver the mattress to the factory for inspection. All transport costs will be for the account of the claimant irrespective of whether the claim is valid or not. There will be a service charge of 1/5^th, 1/10^th 1/15^th whichever is applicable of the current price multiplied by the number of years since date of purchase. The original proof of purchase must be supplied.

We accept no liability for any damages suffered or losses incurred from the unauthorised use of your personal information. You will be required to enter your email address and password each time you visit our online shopping site. To amend any of your details, please go to “My Account”.

Product Sales and Availability
All products displayed on our website are subject to availability and will be delivered only within the Republic of South Africa to areas where we deliver. All prices shown on our website are quoted in South African Rands and are valid and effective only in the Republic of South Africa. We reserve the right to discontinue or change the specifications of our products and services from time to time without notice. We will inform you as soon as possible if any products or services ordered by you are not available. Prices are subject to change without notice due to manufacturing cost, tax and frequent vat fluctuations.

Colours
We have made every effort to display as accurately as possible the colours of the products that appear on our website. However, as the actual colours you see will depend on the device that you use to access our website, we cannot warrant that your device’s display of any colour will be accurate.

Content Errors
We regret that no order will be accepted if we identify a material error in the description of any of our goods or services or their prices on our website. If stock is sold out we reserve the right to cancel an order or suggest an alternative. Packaging may vary from that shown on our website.

Pricing
You will be charged the prices that are reflected on our website, subject to availability and delivery address. Prices and promotions may vary depending on whether you have access to our Services via our website. Certain products are variable/random mass items. The average mass of such products may be indicated online as a guide to the cost; you will be charged slightly more or less, depending on the actual weight of the product delivered to you. Special promotions may be subject to certain conditions, including stock availability and limited offer stipulations. Special promotions apply only to items on your original order (i.e. not on items which are added after the order was placed).

A delivery fee will be charged for each order you place.

Payment

Full payment for your order is required up-front. By submitting your order, identity number and payment card details you warrant that you are authorised to make payment with the payment card and that there are sufficient funds available to pay for the order.

Any online payment via our PayFast link by Credit or Debt or any Bank Card will add an additional transaction fee of a minimum of 3.7 – 5% subject to banking charges which are beyond our control.

Delivery
Deliveries are made Monday to Friday, 10 a.m. – 5 p.m.; Saturday from 10 a.m. till 5 p.m., and Sunday from 10 a.m. till 1 p.m. Public Holidays are subject to special delivery times.

On delivery, you will receive our delivery note showing a summary of the items delivered.  You will receive by email a detailed tax invoice showing the product price details, the delivery fees, Value-Added Tax and the amount debited from your payment card. You or your authorised representative will be asked to sign a duplicate copy of the delivery note to confirm receipt. For verification purposes, the person accepting delivery at the delivery address may be required to produce a form of identification. Any person other than yourself who receives the products at the delivery address is presumed to be authorised to accept delivery on your behalf.

Should no-one be in attendance at the time of delivery, the driver will keep the products and leave a notice if possible. The driver will try to contact you to make new arrangements for delivery or collection. We reserve the right to charge an additional delivery fee should it be required if we need to reschedule the delivery. Our liability for any delay in delivery is limited to re-delivery at a later agreed time at no additional charge.

Returns & Refunds

If you are for any reason dissatisfied with any item purchased online, you may return it to any Driftaway store within 60 days of purchase for a full refund, replacement, or exchange, provided you have the original tax invoice and the item is in a saleable condition. Should you not have an invoice, we will be happy to exchange your purchase at the current system price.

The following conditions must be met for all returns:

1. Saleable Condition:
   • The product must be returned in a clean, saleable condition without any stains, dirt marks, rips, tears, or signs of misuse or damage.
   • It is highly recommended to use a waterproof mattress protector over products such as mattresses and toppers (latex, gel, visco, convolute) during use to ensure they remain in pristine condition. Pillows must also be used with a pillow protector to preserve the condition of the product.
2. Tax Invoice:
   • Please provide the original tax invoice as proof of purchase when returning the product.
3. Inspection Process:
   • Once the product is returned, it will undergo a thorough inspection and evaluation process to confirm its condition.
   • This inspection process may take a few days to complete. Refunds cannot be issued immediately at the store counter.
   • If the item fails to meet the return conditions (e.g., it is stained, damaged, or otherwise unsaleable), the refund will be refused. In such cases, you will be notified and will need to collect the item from the store at your own expense.
4. Return Costs:
   • Any costs associated with returning the product to and from us will be at your expense.

Cancellation
If for any reason you would like to cancel an order this may be done by visiting “Your Orders” on our website, mobi sites or by contacting our Customer Services Centre on +27632742232 You will only be able to cancel orders until 5p.m on the day prior to the date of delivery.

We may debit your payment card for the delivery fees in respect of any late cancellations. If you cancel your payment for any reason or if your payment card should cease to be valid for whatever reason, you will remain liable for the full purchase price, including all related costs. We reserve the right to cancel any sale and/or your registration in the event of a breach of any of these or the General Terms.

Risk and Ownership
Risk in the products shall pass to you or your authorised representative on delivery. We will retain ownership of the products until payment is received in full.

Before purchasing your mattress, please review the Mattress Manufacturing Warranty, Care Instructions, and Service Warranty to ensure you understand the terms. By completing your purchase, you acknowledge and accept these conditions. For full details, visit: Warranty & Care Info.