Sleep 10 year mattress warranty

We are proud to offer a 10 Year warranty on our mattress as it meets the highest standards for domestic use. Please note that this warranty is provided free of charge and in addition to the rights given to you by the law.

Our 10 year mattress warranty is governed by and subject to the terms and conditions stated below.

So …what does the warranty cover?

This warranty covers the following defects in materials and workmanship of an eve mattress that has at all times only been in normal domestic use and treated in accordance with our eve mattress FAQ

  • Deterioration which causes the mattress to have a visible indentation or sag greater than 2.5cm, as long as that indentation or sag has not resulted from use of an improper or unsupportive foundation as described in the eve FAQ.
  • Any physical flaw in the mattress 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 eve mattress, just the cover itself.

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.

Please also note that the warranty is for the benefit of the original purchaser only and is not transferrable at resale.

And …what the warranty does not cover?

If it does not fall into one of the categories above in the 'So…what does the warranty cover?' section, 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. This includes sagging below the 2.5cm mark, which is a natural occurrence.
  • Comfort preference.
  • Abnormal use.
  • Use other than normal domestic use.
  • Physical abuse or damage to mattress 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 or smells resulting from poor mattress care. More information can be found in the FAQs.
  • Any claim made other than for the benefit of the original purchaser.
  • Replacement of an eve 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.
  • For mattresses a defect or change in the mattress that is only a minor variation or normal change which does not affect the pressure redistributing properties of the product, as outlined in the FAQs
  • Any mattress (whether manufactured by Eve or not) sold by a reseller who is not an authorised eve sleep reseller at the time of purchase.
  • Any mattress not opened within one month of the date of delivery.
  • 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.
  • Any claim against this warranty that is not made by contacting Customer Service at hello@sleepeve.co.uk.
  • Any claim against this warranty that does not follow the process for making claims outlined in “What should you do if you believe you have a claim under the warranty?"

When does the warranty start?

The warranty starts on the date of delivery of the mattress and lasts until the end of 10 years from that date.

What should you do if you believe you have a claim under the warranty?

If you believe there is a defect which is covered by this warranty, you should get in touch with our customer service team and they will:

  • Ask you to submit a copy of your order confirmation as proof of purchase.
  • Ask for a description and any evidence of the defect which you believe is covered by the warranty.
  • Require you to supply photographs of the entire sleeping surface of the mattress and any visible faults. Failure to send photographs of the defect may result in a replacement being delayed or the mattress not being replaced.

Based on the evidence provided, our customer service team will decide if eve will cover the return shipping costs and any associated testing, which may include sending a technician to the mattress location. If eve does not cover these costs and you incur them yourself, in the event of a successful claim, eve will reimburse any reasonable costs of return shipping and any associated testing incurred by you (subject to you providing adequate proof of such costs being properly incurred).

We will then arrange pick up for your defective mattress or in the case of a replacement cover arrange for the delivery of a replacement cover to you.

What do we do when we get all this from you?

Any evidence we receive regarding the potential warranty claim, including the mattress itself in some cases, will be cross-examined and evaluated by eve. When we have received the evidence we need to do so, we will decide at our sole, reasonable discretion if your claim is covered under the warranty.

If we determine your claim is covered by the warranty, we will:

  • At our sole discretion, either repair the defective mattress at our cost or replace it with the same or a comparable mattress at our cost;
  • reimburse you for any reasonable costs of return shipping and any associated testing incurred by you (subject to you providing adequate proof of such costs being properly incurred); and
  • ship the repaired or replaced mattress back to you at our cost - please note that delivery of replaced or repaired mattresses is only available to the country to which the original order was delivered.
  • If we determine that your claim is not covered by the warranty, we will ask you if you want us to return the mattress to you (at your cost) or dispose of the mattress (at our cost). If we do not hear from you within 30 days of such notification we shall dispose of the mattress (at our cost).

    What if you have a valid claim under the warranty and you want an upgraded mattress?

    If you have a valid claim under the warranty and you want to replace a defective mattress with a more expensive eve mattress, then please email us at hello@sleepeve.co.uk. In these circumstances, you will be required to pay the difference between the original list price of the mattress and the list price of the upgrade mattress at the time of the upgrade.

    Please note that delivery of upgraded mattresses under this warranty is only available to the country to which the original order was delivered.

    What warranty applies to a replaced or repaired mattress or an upgrade mattress?

    A replaced or repaired mattress you may receive following a successful claim under this warranty is subject to the same limited mattress warranty as the original mattress and retains the original warranty period - ie, 10 years from the date of delivery of the original mattress. For example, if you obtain a replaced or repaired mattress that is the same style and price as the original mattress, then the warranty period of the replaced or repaired mattress begins from the date of delivery of the original mattress.

    What if I only want a refund?

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

    Who operates this warranty and where should you send the mattress and other items you have to provide to claim on the warranty?

    The warranty is operated by:

    Eve Sleep PLC at North Yard 2, Interchange Atrium, The Stables Market, Chalk Farm Rd, Camden, London, NW1 8AH.

    Please contact our Customer Service at hello@sleepeve.co.uk to initiate a warranty claim. We cannot take into account any other channels for a valid warranty claim.

    Our customer service team will arrange the collection for the customer at a location of the customer’s choice in the country to which the original order was delivered.

Eve Sleep 3 year topper warranty

We are proud to offer a 3 Year warranty on our topper as it meets the highest standards for domestic use.

Please note that this warranty is provided free of charge and in addition to the rights given to you by the law. Please note also that our 3-year warranty operates in accordance with the terms and conditions stated below.

So …what does the warranty cover?

    This warranty covers defects in materials and workmanship in the following components of an eve topper during normal domestic use only:

    • Deterioration which causes the topper to have a visible indentation or sag greater than 2cm, as long as that indentation or sag has not resulted from use of an improper or unsupportive foundation.
    • Any physical flaw in the topper that causes the foam material to split or crack, as long as the topper has only been used for normal domestic use and has not been handled improperly.
    • Any manufacturing defect in the zipper assembly or the fabric of the topper cover.

And …what the warranty does not cover?

If it does not fall into one of the categories above in the 'So…what does the warranty cover?' section, 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 topper. This includes sagging below the 2cm mark, which is a natural occurrence.
  • Comfort preference.
  • Abnormal use.
  • Use other than normal domestic use.
  • Physical abuse or damage to topper which causes defects such as burns, cuts, tears, liquid damage or stains.
  • Replacement of eve topper due to defective cover (so that, for example, if you purchase a topper and only the cover is defective, then we might only replace the cover and not the whole topper).
  • Any topper (whether manufactured by Eve or not) sold by a reseller who is not an authorised eve sleep reseller.
  • Any topper sold “as-is”, “preconditioned”, “reconditioned”, “used”, “comfort return”, “returned”, “previously owned”, or any other similar wording indicating that the topper is not “new” or of “first quality”, or has previously been purchased or used by someone else.

When does the warranty start?

The warranty starts on the date of delivery of the topper and lasts until the end of 3 years from that date.

What should you do if you believe you have a claim under the warranty?

If you believe there is a defect which is covered by this warranty, you should get in touch with our customer service team and they will:

  • Ask for a description and any evidence of the defect which you believe is covered by the warranty;
  • Arrange pick up for your defective topper;
  • Decide if Eve will cover the shipping costs required to return your topper based on if you have a valid claim under the warranty.

What do we do when we get all this from you?

When we receive from you the topper and information above, we will cross-examine the topper. We will decide at our sole reasonable discretion if it is covered under the warranty.

If it is covered by the warranty, we will:

  • (at our sole discretion) either repair the defective topper or replace it with the same or a comparable topper;
  • pay the costs of repairs, spare parts, labour, travel, postage, repair and delivery; and
  • ship the repaired or replaced topper back to you.

If it is not covered by the warranty, we will ask you if you want us to return the topper to you (at your cost) or dispose of the topper (both at your cost).

What if you have a valid claim under the warranty and you want an upgraded topper?

If your topper is covered by the warranty and you want to replace it with a more expensive eve topper, then please email us at hello@sleepeve.co.uk. You will be required to pay the difference between the original purchase price of the topper and that of the upgrade topper.

What warranty applies to a replaced or repaired topper or an upgrade topper?

A replaced or repaired topper that is not an upgrade topper is subject to the same limited topper warranty as the original topper. For example, if you obtain a replaced or repaired topper that is the same style and price as the original topper, then the warranty period of the replaced or repaired topper begins from the date of delivery of the original topper.

If you purchase an upgrade topper however, then you obtain a new limited topper warranty and the 3-year warranty starts on the delivery date of the upgrade topper.

Who operates this warranty and where should you send the topper and other items you have to provide to claim on the warranty?

The warranty is operated by:

Eve Sleep PLC at North Yard 2, Interchange Atrium, The Stables Market, Chalk Farm Rd, Camden, London, NW1 8AH.

Please contact our Customer Service at hello@sleepeve.co.uk to initiate a warranty claim. We cannot take into account any other channels for a valid warranty claim.

Eve Sleep 3 Year Pillow Warranty

We are proud to offer a 3 year warranty on our pillow as it meets the highest standards for domestic use. Please note that this warranty is provided free of charge in addition to the rights given to you by law.

Our 3 year pillow warranty is governed by and subject to the terms and conditions stated below.

So …what does the warranty cover?

    This warranty covers the following defects in materials and workmanship of an eve pillow that has at all times only been in normal domestic use.

    • Deterioration which causes the pillow to have a visible indentation or sag greater than 2cm.
    • Any physical flaw in the pillow that causes the foam material to split or crack, provided that the pillow has not been handled improperly.
    • In respect of the cover only, any manufacturing defect in the zipper assembly or the fabric of the cover. As noted below, a defect in respect of the cover alone will not entitle you to a replacement pillow, just the cover itself.

    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. Please also note that the warranty is for the benefit of the original purchaser only and is not transferrable at resale.

And …what the warranty does not cover?

If it does not fall into one of the categories above in the ‘So… what does the warranty cover?’ section, then it is not covered by the 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’s pressure-relieving material which does not affect the pressure-relieving qualities of the pillow.
  • This includes indentation or sagging that is less than or equal to 2cm, which is a natural occurrence.
  • Normal increases in softening and settling of materials, or any other normal wear and tear.
  • Comfort preference.
  • Abnormal use.
  • Use other than normal domestic use.
  • Physical abuse or damage to the pillow which causes defects such as burns, cuts, tears, liquid damage or stains.
  • Exposure to cold temperature for a period of time that causes the materials to tear or permanently deform.
  • Mould, dirt or smells resulting from poor pillow care.
  • Any claims made other than for the benefit of the original purchaser.
  • Replacement of a pillow due to a defective cover. If you purchase a pillow and only the cover is defective (and not the pillow), we will only replace the cover and not the whole pillow.
  • For pillows a defect or change in the pillow that is only a minor variation or normal change which does not affect the pressure redistributing properties.
  • Any pillow (whether manufactured by eve or not) sold by a reseller who is not an authorised eve sleep reseller at the time of purchase.
  • Any pillow sold “as-is”, “preconditioned”, “reconditioned”, “used”, “comfort return”, “returned”, “previously owned”, or any other similar wording indicating that the pillow is not “new” or of “first quality”, or has previously been purchased by someone else.
  • Any claim against this warranty that is not made by contacting Customer Service at hello@sleepeve.co.uk.
  • Any claim against this warranty that does not follow the process for making claims outlined in “What should you do if you believe you have a claim under the warranty?”
    • When does the warranty start?

      The warranty starts on the date of delivery of the pillow and lasts until the end of 3 years from that date.

      What should you do if you believe you have a claim under the warranty?

      If you believe there is a defect which is covered by this warranty, you should get in touch with our customer service team and they will:

      • Ask you to submit a copy of your order confirmation as proof of purchase
      • Ask for a description and any evidence of the defect which you believe is covered by the warranty.
      • Require you to supply photographs of the entire sleeping surface of the pillow and any visible faults. Failure to send photographs of the defect may result in a replacement being delayed or the pillow not being replaced.

      Based on the evidence provided, our customer service team will decide if eve will cover the return shipping costs and any associated testing. If eve does not cover these costs and you incur them yourself, in the event of a successful claim, eve will reimburse any reasonable costs of return shipping and any associated testing incurred by you (subject to you providing adequate proof of such objects being properly incurred).

      We will then arrange pick up for your defective pillow or in the case of a replacement cover arrange for the delivery of a replacement cover to you.

      What do we do when we get all this from you?

      Any evidence we receive regarding the potential warranty claim, including the pillow itself in some cases, will be cross-examined and evaluated by eve. When we have received the evidence we need to do so, we will decide at our sole, reasonable discretion if your claim is covered under the warranty.

      If we determine that your claim is covered by the warranty, we will:

      • (at our sole discretion) either repair the defective pillow or replace it with the same or a comparable pillow (both at our cost);
      • reimburse you or any reasonable costs of return shipping and any associated testing incurred by you (subject to you providing adequate proof of such costs being properly incurred); and
      • ship the repaired or replaced pillow back to you at our cost – please note that delivery of replaced or repaired pillow is only available to the country which the original order was delivered.

      If we determine that your claim is not covered by the warranty, we will ask you if you want us to return the pillow to you (at your cost) or dispose of the pillow (at our cost). If we do not hear from you within 30 days of such notification we shall dispose of the pillow (at our cost).

      What warranty applies to a replaced or repaired pillow or an upgrade pillow?

      Any replaced or repaired pillow you may receive following a successful claim under this warranty is subject to the same limited pillow warranty as the original pillow and retains the original warranty period – i.e. 3 years from the date of the delivery of the original pillow. For example, if you obtain a replaced or repaired pillow that is the same style and price as the original pillow, then the warranty period of the replaced or repaired pillow begins from the date of delivery of the original pillow.

      Who operates this warranty and where should you send the pillow and other items you have to provide to claim on the warranty?

      The warranty is operated by:

      Eve Sleep Public Limited at North Yard 2, Interchange Atrium, The Stables Market, Chalk Farm Rd, Camden, London, NW1 8AH.

      Please contact our Customer Service at hello@sleepeve.co.uk to initiate a warranty claim. We cannot take into account any other channels for a valid warranty claim.

Eve Sleep 3 Year Sheets Warranty

Your new Eve Sleep Sheets are covered by a 3 year limited warranty. This limited Sheets Warranty gives you specific legal rights.

So …what does the warranty cover?

  • This limited Sheets Warranty applies to defects due to faulty workmanship or materials, subject to the limitations described in this warranty.

And …what the warranty does not cover?

  • This limited Sheets Warranty does not cover the following:
  • Normal wear and tear as a result of washing and intended use.
  • Comfort preference.
  • Physical abuse or damage to the Sheets, including but not limited to, burns, cuts, tears, liquid damage, or stains; provided, that the defect is caused by such abuse or damage.
  • Any Sheets (whether manufactured by Eve Sleep or not) sold by resellers who are not authorized retailers.
  • In the event of a defect, Eve Sleep’s sole and exclusive liability and your sole remedy under this limited Sheets Warranty will be, at Eve Sleep’s option, to provide a replacement Sheets, subject to your fulfillment of “Your Responsibilities” below.

When does the warranty start?

The warranty starts on the date of delivery of the sheets and lasts until the end of 1 year from that date.

What should you do if you believe you have a claim under the warranty?

If you believe there is a defect which is covered by this warranty, you should get in touch with our customer service team and they will:

  • Ask for a description and any evidence of the defect which you believe is covered by the warranty;
  • Arrange pick up for your defective sheets;
  • Decide if Eve will cover the shipping costs required to return your sheets based on if you have a valid claim under the warranty.

What do we do when we get all this from you?

When we receive from you the sheets and information above, we will cross-examine the sheets. We will decide at our sole reasonable discretion if it is covered under the warranty.

If it is covered by the warranty, we will:

  • (at our sole discretion) replace it with the same or comparable sheets;
  • pay the costs of repairs, spare parts, labour, travel, postage, repair and delivery; and
  • ship the replaced sheets back to you.

If it is not covered by the warranty, we will ask you if you want us to return the sheets to you (at your cost) or dispose of the sheets (both at your cost).

What if you have a valid claim under the warranty and you want upgraded sheets?

If your sheets are covered by the warranty and you want to replace it with more expensive eve sheets, then please email us at hello@sleepeve.co.uk . You will be required to pay the difference between the original purchase price of the sheets and that of the upgrade sheets.

What warranty applies to a replaced or repaired sheets or an upgrade sheets?

Replaced sheets that are not upgrade sheets are subject to the same limited sheets warranty as the original sheets. For example, if you obtained replaced sheets that are the same style and price as the original sheets, then the warranty period of the replaced or repaired sheets begins from the date of delivery of the original sheets.

If you purchase upgrade sheets however, then you obtain a new limited sheets warranty and the 1-year warranty starts on the delivery date of the upgrade sheets.

Who operates this warranty and where should you send the sheets and other items you have to provide to claim on the warranty?

The warranty is operated by:

Eve Sleep PLC at North Yard 2, Interchange Atrium, The Stables Market, Chalk Farm Rd, Camden, London, NW1 8AH.

Please contact our Customer Service at hello@sleepeve.co.uk to initiate a warranty claim. We cannot take into account any other channels for a valid warranty claim.

Eve Sleep 3 Year Protector Warranty

We are proud to offer a 3 Year warranty on our protector as it meets the highest standards for domestic use.

Please note that this warranty is provided free of charge and in addition to the rights given to you by the law. Please note also that our 10-year warranty operates in accordance with the terms and conditions stated below.

So …what does the warranty cover?

  • This warranty covers defects in materials and workmanship in the following components of an eve protector during normal domestic use only:

And …what the warranty does not cover?

If it does not fall into one of the categories above in the 'So…what does the warranty cover?' section, 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):

  • Comfort preference.
  • Normal increases in softening and settling of materials, or any other normal wear and tear.
  • Physical abuse or damage to the structure and/or cover material, including but not limited to, burns, cuts, tears, liquid damage, or stains; provided, that the defect is caused by such abuse or damage.
  • Any Protector (whether manufactured by Eve Sleep or not) sold by resellers who are not authorized retailers.
  • In the event of a defect, Eve Sleep’s sole and exclusive liability and your sole remedy under this limited protector warranty will be, at Eve Sleep’s option, to provide a repaired or replacement protector or protector Cover, subject to your fulfillment of “Your Responsibilities” below.

When does the warranty start?

The warranty starts on the date of delivery of the protector and lasts until the end of 1 years from that date.

What should you do if you believe you have a claim under the warranty?

If you believe there is a defect which is covered by this warranty, you should get in touch with our customer service team and they will:

  • Ask for a description and any evidence of the defect which you believe is covered by the warranty;
  • Arrange pick up for your defective protector;
  • Decide if Eve will cover the shipping costs required to return your protector based on if you have a valid claim under the warranty.

What do we do when we get all this from you?

When we receive from you the protector and information above, we will cross-examine the protector. We will decide at our sole reasonable discretion if it is covered under the warranty.

If it is covered by the warranty, we will:

  • (at our sole discretion) either repair the defective protector or replace it with the same or a comparable protector;
  • pay the costs of repairs, spare parts, labour, travel, postage, repair and delivery; and
  • ship the repaired or replaced protector back to you.

If it is not covered by the warranty, we will ask you if you want us to return the protector to you (at your cost) or dispose of the protector (both at your cost).

What if you have a valid claim under the warranty and you want an upgraded protector?

If your protector is covered by the warranty and you want to replace it with a more expensive eve protector, then please email us at hello@sleepeve.co.uk . You will be required to pay the difference between the original purchase price of the protector and that of the upgrade protector.

What warranty applies to a replaced or repaired protector or an upgrade protector?

A replaced or repaired protector that is not an upgrade protector is subject to the same limited protector warranty as the original protector. For example, if you obtain a replaced or repaired protector that is the same style and price as the original protector, then the warranty period of the replaced or repaired protector begins from the date of delivery of the original protector.

If you purchase an upgrade protector however, then you obtain a new limited protector warranty and the 1-year warranty starts on the delivery date of the upgrade protector.

Who operates this warranty and where should you send the protector and other items you have to provide to claim on the warranty?

The warranty is operated by:

Eve Sleep PLC at North Yard 2, Interchange Atrium, The Stables Market, Chalk Farm Rd, Camden, London, NW1 8AH.

Eve Sleep 3 Year Duvet Warranty

We are proud to offer a 3 Year warranty on our duvet as it meets the highest standards for domestic use.

Please note that this warranty is provided free of charge and in addition to the rights given to you by the law. Please note also that our 3-year warranty operates in accordance with the terms and conditions stated below.

So …what does the warranty cover?

  • This Duvet Warranty applies to defects due to faulty workmanship or materials, subject to the limitations described in this warranty.

And …what the warranty does not cover?

Our Duvet Warranty does not cover the following:

  • Comfort preference.
  • Normal increases in softening and settling of materials, or any other normal wear and tear.
  • Physical abuse or damage to the structure and/or cover material, including but not limited to, burns, cuts, tears, liquid damage, or stains; provided, that the defect is caused by such abuse or damage.
  • Any Duvet (whether manufactured by Eve Sleep or not) sold by resellers who are not authorized retailers.
  • In the event of a defect, Eve Sleep’s sole and exclusive liability and your sole remedy under this limited Duvet Warranty will be, at Eve Sleep’s option, to provide a repaired or replacement Duvet or Duvet Cover, subject to your fulfillment of “Your Responsibilities” below.

When does the warranty start?

The warranty starts on the date of delivery of the duvet and lasts until the end of 3 years from that date.

What should you do if you believe you have a claim under the warranty?

If you believe there is a defect which is covered by this warranty, you should get in touch with our customer service team and they will:

  • Ask for a description and any evidence of the defect which you believe is covered by the warranty;
  • Arrange pick up for your defective duvet;
  • Decide if Eve will cover the shipping costs required to return your duvet based on if you have a valid claim under the warranty.

What do we do when we get all this from you?

When we receive from you the pillow and information above, we will cross-examine the pillow. We will decide at our sole reasonable discretion if it is covered under the warranty.

If it is covered by the warranty, we will:

  • (at our sole discretion) either repair the defective pillow or replace it with the same or a comparable pillow;
  • pay the costs of repairs, spare parts, labour, travel, postage, repair and delivery; and
  • ship the repaired or replaced pillow back to you.

If it is not covered by the warranty, we will ask you if you want us to return the pillow to you (at your cost) or dispose of the pillow (both at your cost).

What if you have a valid claim under the warranty and you want an upgraded pillow?

If your pillow is covered by the warranty and you want to replace it with a more expensive eve pillow, then please email us at hello@evepillow.co.uk . You will be required to pay the difference between the original purchase price of the pillow and that of the upgrade pillow.

What warranty applies to a replaced or repaired duvet or an upgrade duvet?

A replaced or repaired duvet that is not an upgrade duvet is subject to the same limited duvet warranty as the original duvet. For example, if you obtain a replaced or repaired duvet that is the same style and price as the original duvet, then the warranty period of the replaced or repaired duvet begins from the date of delivery of the original duvet.

If you purchase an upgrade duvet however, then you obtain a new limited duvet warranty and the 3-year warranty starts on the delivery date of the upgrade duvet.

Who operates this warranty and where should you send the duvet and other items you have to provide to claim on the warranty?

The warranty is operated by:

Eve Sleep Public Limited at North Yard 2, Interchange Atrium, The Stables Market, Chalk Farm Rd, Camden, London, NW1 8AH.

Please contact our Customer Service at hello@sleepeve.co.uk to initiate a warranty claim. We cannot take into account any other channels for a valid warranty claim.

Sleep 5 year Baby Mattress Warranty

We are proud to offer a 5 Year warranty on our cot mattress as it meets the highest standards for domestic use.

Please note that this warranty is provided free of charge and in addition to the rights given to you by the law. Our 5 year mattress warranty is governed by and subject to the terms and conditions stated below.

So …what does the warranty cover?

This warranty covers the following defects in materials and workmanship of an eve mattress that has at all times only been in normal domestic use and treated in accordance with our eve mattress FAQ.

  • Deterioration which causes the mattress to have a visible indentation or sag greater than 2 cm, as long as that indentation or sag has not resulted from use of an improper or unsupportive foundation.
  • Any physical flaw in the mattress 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 eve mattress, just the cover itself.
  • Any cracking on the internal PVC cover which has not resulted from improper care.
  • 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. Please also note that the warranty is for the benefit of the original purchaser only and is not transferrable at resale.

    And …what the warranty does not cover?

    If it does not fall into one of the categories above in the 'So…what does the warranty cover?' section, 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.
  • Use other than normal domestic use.
  • Physical abuse or damage to mattress 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 or smells resulting from poor mattress care. More information can be found in the FAQs.
  • Any claim made other than for the benefit of the original purchaser.
  • Replacement of an eve 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.
  • For mattresses a defect or change in the mattress that is only a minor variation or normal change which does not affect the pressure redistributing properties of the product, as outlined in the FAQs.
  • Any mattress (whether manufactured by Eve or not) sold by a reseller who is not an authorised eve sleep reseller at the time of purchase.
  • Any mattress not opened within one month of the date of delivery.
  • 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.
  • Any claim against this warranty that is not made by contacting Customer Service at hello@sleepeve.co.uk.
  • Any claim against this warranty that does not follow the process for making claims outlined in “What should you do if you believe you have a claim under the warranty?"
  • When does the warranty start?

    The warranty starts on the date of delivery of the mattress and lasts until the end of 5 years from that date.

    What should you do if you believe you have a claim under the warranty?

    If you believe there is a defect which is covered by this warranty, you should get in touch with our customer service team and they will:

  • Ask you to submit a copy of your order confirmation as proof of purchase.
  • Ask for a description and any evidence of the defect which you believe is covered by the warranty.
  • Require you to supply photographs of the entire sleeping surface of the mattress and any visible faults. Failure to send photographs of the defect may result in a replacement being delayed or the mattress not being replaced.
  • Based on the evidence provided, our customer service team will decide if eve will cover the return shipping costs and any associated testing, which may include sending a technician to the mattress location. If eve does not cover these costs and you incur them yourself, in the event of a successful claim, eve will reimburse any reasonable costs of return shipping and any associated testing incurred by you (subject to you providing adequate proof of such costs being properly incurred).

    We will then arrange pick up for your defective mattress or in the case of a replacement cover arrange for the delivery of a replacement cover to you.

    What do we do when we get all this from you?

    Any evidence we receive regarding the potential warranty claim, including the mattress itself in some cases, will be cross-examined and evaluated by eve. When we have received the evidence we need to do so, we will decide at our sole, reasonable discretion if your claim is covered under the warranty.

    If we determine your claim is covered by the warranty, we will:

  • At our sole discretion, either repair the defective mattress at our cost or replace it with the same or a comparable mattress at our cost;
  • Reimburse you for any reasonable costs of return shipping and any associated testing incurred by you (subject to you providing adequate proof of such costs being properly incurred); and ship the repaired or replaced mattress back to you at our cost - please note that delivery of replaced or repaired mattresses is only available to the country to which the original order was delivered.
  • If we determine that your claim is not covered by the warranty, we will ask you if you want us to return the mattress to you (at your cost) or dispose of the mattress (at our cost). If we do not hear from you within 30 days of such notification we shall dispose of the mattress (at our cost).
  • What warranty applies to a replaced or repaired duvet or an upgrade duvet?

    A replaced or repaired mattress you may receive following a successful claim under this warranty is subject to the same limited mattress warranty as the original mattress and retains the original warranty period - ie, 10 years from the date of delivery of the original mattress. For example, if you obtain a replaced or repaired mattress that is the same style and price as the original mattress, then the warranty period of the replaced or repaired mattress begins from the date of delivery of the original mattress.

    Who operates this warranty and where should you send the duvet and other items you have to provide to claim on the warranty?

    The warranty is operated by:

    Eve Sleep Limited at North Yard 2, Interchange Atrium, The Stables Market, Chalk Farm Rd, Camden, London, NW1 8AH.

    Please contact our Customer Service at hello@evemattress.co.uk to initiate a warranty claim. We cannot take into account any other channels for a valid warranty claim.

    What if I only want a refund?

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

    Who operates this warranty and where should you send the mattress and other items you have to provide to claim on the warranty?

    The warranty is operated by:

    Eve Sleep Public Limited at North Yard 2, Interchange Atrium, The Stables Market, Chalk Farm Rd, Camden, London, NW1 8AH.

    Please contact our Customer Service at hello@sleepeve.co.uk to initiate a warranty claim. We cannot take into account any other channels for a valid warranty claim.

    Our customer service team will arrange the collection for the customer at a location of the customer’s choice in the country to which the original order was delivered.

    Eve Bedding 3 Year Warranty

    We are proud to offer a 3 year warranty on our linen bedding as it meets the highest standards for domestic use. Please note that this warranty is provided free of charge in addition to the rights given to you by law.

    Our 3 year bedding warranty is governed by and subject to the terms and conditions stated below.

    So… what does the warranty cover?

        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.
        Please also note that the warranty is for the benefit of the original purchaser only and is not transferrable at resale.

    And… what does the warranty not cover?

    If it does not fall into one of the categories above in the ‘So… what does the warranty cover?’ section, then
    it is not covered by the 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):

    • Any normal wear and tear of the materials.
    • Comfort preference.
    • Abnormal use.
    • Use other than normal domestic use.
    • Physical abuse or damage to the bedding which causes defects such as burns, cuts, tears, liquid damage or stains.
    • Exposure to high temperatures for a period of time that causes the materials to tear or permanently deform. The linen should be washed at 40 degrees and tumble-dried on a low heat. Mould, dirt or smells resulting from poor product care.
    • Mould, dirt or smells resulting from poor product care.
    • Any claims made other than for the benefit of the original purchaser.
    • Any bedding (whether manufactured by eve or not) sold by a reseller who is not an authorised eve sleep reseller at the time of purchase.
    • Any bedding sold “as-is”, “preconditioned”, “reconditioned”, “used”, “comfort return”, “returned”, “previously owned”, or any other similar wording indicating that the bedding is not “new” or of “first quality”, or has previously been purchased by someone else.
    • Any claim against this warranty that is not made by contacting Customer Service at hello@evemattress.co.uk
    • Any claim against this warranty that does not follow the process for making claims outlined in “What should you do if you believe you have a claim under the warranty?”

    When does the warranty start?

    The warranty starts on the date of delivery of the bedding and lasts until the end of 3 years from that date.

    What should you do if you believe you have a claim under the warranty?

    If you believe there is a defect which is covered by this warranty, you should get in touch with our customer service team and they will:

    • Ask you to submit a copy of your order confirmation as proof of purchase
    • Ask for a description and any evidence of the defect which you believe is covered by the warranty.
    • Require you to supply photographs of the entire sleeping surface of the bedding and any visible faults. Failure to send photographs of the defect may result in a replacement being delayed or the bedding not being replaced.

    Based on the evidence provided, our customer service team will decide if eve will cover the return shipping costs and any associated testing. If eve does not cover these costs and you incur them yourself, in the event of a successful claim, eve will reimburse any reasonable costs of return shipping and any associated testing incurred by you (subject to you providing adequate proof of such objects being properly incurred).

    We will then arrange pick up for your defective bedding or in the case of a replacement cover arrange for the delivery of a replacement cover to you.

    What we do when we get all this from you?

    Any evidence we receive regarding the potential warranty claim, including the bedding itself in some cases, will be cross-examined and evaluated by eve. When we have received the evidence we need to do so, we will decide at our sole, reasonable discretion if your claim is covered under the warranty.

    If we determine that your claim is covered by the warranty, we will:

    • (at our sole discretion) replace the defective bedding with the same or a comparable bedding at our cost;
    • reimburse you or any reasonable costs of return shipping and any associated testing incurred by you (subject to you providing adequate proof of such costs being properly incurred); and
    • ship the replaced bedding back to you at our cost – please note that delivery of replaced bedding is only available to the country which the original order was delivered.

    If we determine that your claim is not covered by the warranty, we will ask you if you want us to return the bedding to you (at your cost) or dispose of the bedding (at our cost). If we do not hear from you within 30 days of such notification we shall dispose of the bedding (at our cost).

    What warranty applies to a replaced or repaired bedding?

    Any replaced bedding you may receive following a successful claim under this warranty is subject to the same limited bedding warranty as the original bedding and retains the original warranty period – i.e. 3 years from the date of the delivery of the original bedding. For example, if you obtain replaced bedding that is the same style and price as the original bedding, then the warranty period of the replaced bedding begins from the date of delivery of the original bedding.

    What if I only want a refund?

    This warranty does not give you the right to get a refund. The warranty only covers replacements on successful warranty claims.

    Who operates this warranty and where should you send the bedding and other items you have to provide to claim on the warranty?

    The warranty is operated by:

    Eve Sleep Limited at North Yard 2, Interchange Atrium, The Stables Market, Chalk Farm Rd, Camden, London, NW1 8AH.

    Please contact our Customer Service at hello@evemattress.co.uk to initiate a warranty claim. We cannot take into account any other channels for a valid warranty claim.

    The customer service will arrange the collection for the customer at a location of the customer’s choice in the country to which the original order was delivered.