Guarantee Terms & Conditions

Thank you for purchasing a Loren Williams mattress. We have been committed to helping people get a good night’s sleep since 1964 and take pride in ensuring our mattresses meet only the highest standards.

5-Year Guarantee

We offer a 5-year guarantee against faulty materials or workmanship. In the unlikely event that a Loren Williams product does fail to meet our high standards, we will repair or replace any part of a mattress found to be defective due to faulty materials or workmanship, provided the claim meets the Loren Williams guarantee conditions mentioned on this page.

To activate your guarantee and make processing any claims easier, please register your mattress here.

Conditions of Guarantee

The guarantee period commences from the date of delivery. The contract of sale exists between the retailer and the consumer. If you suspect a fault with your mattress, any claims made under this guarantee must be made through the retailer from whom the bed was purchased. If necessary, they will arrange an inspection of your mattress in accordance with their terms and conditions.

If your retailer is no longer in business, then please contact Loren Williams customer service at info@lorenwilliams.co.uk.

Proof of purchase is required, including the date, place of purchase and purchase price to obtain service under this guarantee.

Consumer Rights (UK)

This guarantee does not affect your statutory rights. Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose. If a product is faulty, you may be entitled to a repair, replacement or refund in line with your statutory rights.

The Benefits

The benefits provided by this guarantee are in addition to, and do not replace, any rights or remedies available to the consumer under UK law.

What is covered?

This guarantee applies and covers only the following items during normal wear and proper use:

• Coils or wires that are loose or broken.
• Coils or wires that protrude or rip through the fabric.
• Settlement only if beyond the accepted tolerance as mentioned on this page and if the mattress has been continuously supported by an appropriate bed base/frame. Mattress must also be maintained in-line with the Loren Williams care guide.

What is not covered?

The guarantee will not apply when:

• The product has been used commercially or misused in any way.
• The product has been soiled or stained.
• The product has been accidentally damaged after delivery.
• Normal wear and tear occur.
• The mattress has been mishandled or misused including bending, folding, standing or jumping on the mattress causing damage to the spring sets.
• Product failure is due to causes other than defective workmanship or material.
• General wear and tear of the outer fabric occur.
• Normal change in softness and recovery time associated with natural fillings, memory foam and latex materials over time.
• The purchaser does not present proof of purchase.
• Any structural damage occurs from using an improper bed frame or supporting structure, regardless of the size of the product.
• When the mattress is used directly on a slatted divan and/or the slats are greater than 7cm apart. Damage can occur to the mattress beyond this tolerance and will not be covered.
• A Loren Williams mattress is used on a slatted base, and the base does not have adequate centre supports. When using a Loren Williams mattress on a slatted base, it’s important to ensure the base has proper centre supports. A high-quality slatted base should include a centre rail running from head to foot to provide better support. If you’re unsure about the suitability of your base, please contact the store where you made your purchase.
• Any damage to or failure of used mattresses, mattresses sold “as is,” “clearance” or floor-model mattresses
• Changes in (or failure of a mattress to satisfy) personal comfort preference occur.
• The Border Wire is bent due to improper moving or bending of mattress.
• Products found to be in an unsanitary condition.
• Handles are torn, or tears in the mattress fabric occur where the handles are attached, if it’s determined that the handles were used for moving or carrying the mattress after delivery. Handles sewn into the mattress are designed solely for final/minor positioning and alignment purposes when on bed base, they should not be used to lift the mattress. These handles are not covered under the guarantee.
• Minor manufacturing imperfections that do not impact the performance or comfort of the mattress appear, such as missed stitches in the quilting.
• Micro quilting stitching comes undone. This is inherent in this industry; however, this will not affect the performance of the mattress and as such is not covered.
• The Loren Williams guide for caring for your mattress (see guide details provided) has not been followed.

Settlement & Body Impressions

Body impressions and settling of the mattress materials are expected and are not considered manufacturing defects. As the comfort layers of your mattress adapt to your body over time, some compression and indentation is natural and will occur in every mattress, this will start from first use.

Body impressions will vary in size according to the body weight of the sleeper(s) and the internal fillings of the mattress. Body impressions are a normal part of the wear and tear process and should not be considered a defect or fault. The following tolerances are considered within industry standard for pillow top mattresses and are not covered under this guarantee:

Body impressions from 2.5cm up to 5cm, depending on the mattress type/model, are considered normal, as outlined in the mattress settlement table below. Pillow-top mattresses may show deeper impressions, which is to be expected. The depth of these impressions will vary based on the comfort layers of your mattress and your unique body shape. These impressions indicate the mattress is conforming to your body’s shape as intended. Only indentations exceeding the mentioned tolerances, in line with the mattress settlement table provided will be considered a defect and may qualify for repair or replacement under this guarantee.

Even wear and usage of a mattress will help minimise body impressions and should be made a priority, Loren Williams recommend that you use the entire sleep surface, this includes using and sleeping on the middle of the mattress as much as possible. The guarantee for your mattress covers only faulty materials and workmanship and asks that you rotate the mattress regularly. We recommend rotating your mattress at least once every two weeks for the first three months, and monthly thereafter.

In mattresses designed for dual occupancy, the areas on either side where each person sleeps tend to settle more than the centre, as the middle section experiences less prolonged use. This phenomenon, commonly referred to as the “ridge effect,” is a natural occurrence and not indicative of a defect or fault. The larger the mattress, the more noticeable this effect may become.

Mattress Settlement Tolerances