Pause&Sleep™ mattresses include a limited warranty offering protection against defects due to faulty workmanship and/or materials. Pause&Sleep™ warrants each mattress against defects in workmanship and materials for a period of 10 years. Within 10 years of the day you purchase your Pause&Sleep™ mattress, you are fully covered from any manufacturer defects. The 10-year limited warranty includes a one-time replacement without any fees or charges. The warranty is only valid if the mattress has been purchased directly from us or any duly authorized dealer in Canada or the United States or otherwise. In order to claim a new mattress within the 10-year warranty time frame, all purchasers must provide tangible and sufficient evidence of any manufacturer defects. For example, we will require that you take certain photos and measurements of your Pause&Sleep™ mattress to process a warranty claim. This warranty is valid only to the original purchaser of the product as indicated on the original sales receipt. The law tag must not be removed from original Pause&Sleep™ mattress as this identifies the product. This warranty is only valid if you unpacked and expanded your Pause&Sleep™ mattress within the two weeks following the original date of delivery. For greater certainty, your warranty period starts on the date of delivery and ends 10 years later.
(a) Our limited warranty covers the following during normal wear items:
(i) any physical defects in the mattress, and in particular the foam component, that has been strictly caused by the manufacturer including splits or cracks under conditions of normal use and proper handling;
(ii) decay in the mattress that results in a visible indentation greater than one (1) inch. The indentation must not be affiliated or a result of having an improper/unsupportive foundation; and
(iii) any manufacturing flaws or defects in the mattress cover, namely, the fabric or zipper such as fabric tears or stitching unraveling.
(b) Our limited warranty does not cover:
(i) any changes caused to the mattress caused by normal wear and tear;
(ii) a softness of foam caused by long-term use;
(iii) comfort preference;
(iv) any physical damage to the cover, fire retardant sleeve and/or structure of the mattress, including cuts, burns, tears, stains, liquid damages/moisture and smells resulting from the customers use or the adverse environment(s) that product has been placed in;
(v) damages caused by impropriate/unsupportive foundation (e.g. the Pause&Sleep™ mattress must not be used on floors susceptible to moisture build-up such as concrete, below-grade (basement), or on floors in humid environments). Such inappropriate use can result in mold growth on the bottom of the mattress and void your warranty;
(vi) any Pause&Sleep™ mattresses that is sold by any unauthorized retailers or a Pause&Sleep™ mattress that is sold as “used”, “as-is”, “returned”, “previously owned” and/or any other wording that indicating the product is not “new”;
(vii) sheet fit; and
(viii) your personal comfort preferences or as a remedy for pain or other health conditions.
You have 100 nights from that day your Pause&Sleep™ mattress has been delivered to decide if the product is right for you. We recommend that all our customers sleep on the mattress for at least 35 nights to give your body enough time to adjust to the mattress which will allow you to properly determine if you like the mattress. If you are still not satisfied after sleeping on the mattress for at least 35 days, then we shall offer a full refund.
(a) If you decide to return the Pause&Sleep™ mattress within the 100-night trial time period, we shall provide a free return and a full refund of the cost of the mattress. In the event that you make a warranty claim for a warranty replacement, you will be required to surrender the original Pause&Sleep™ mattress to us at the time of replacement.
If you want to return your Pause&Sleep product, within the first 100 days after your receipt, please log-in to your user account to activate the return process. Please carefully follow the step-by-step instructions and confirm the product(s) being returned. Upon confirmation, we will send you an e-mail containing (a) a unique digital photo (e.g. a photo of a duck) which you will need to include when taking a photo of your product showing problems that would be covered by the Company warranty, and (b) a complimentary return shipping label for you to apply to the box as well as a return receipt.
(b) If you require use our one-time exchange within the 10-Year Limited Warranty period, we shall send a dispatcher to pick up your mattress and have a new one delivered.
(c) Subject to the limited warranty in Section 1(a)(iii) herein, you may return your Pause&Sleep mattress cover either within the first 100 days after your receipt of the product or after the first 100 days of your receipt of the product. To initiate the mattress cover return process, please log-in to your user account or contact the Company at firstname.lastname@example.org and carefully follow the step-by-step instructions and confirm the mattress cover(s) being returned. Upon successful completion of this mattress cover warranty process, the Company will send you a complimentary mattress cover only but not a Pause&Sleep mattress and mattress and cover set.
(d) All Pause&Sleep™ warranties include the costs of shipping and handling, which are to be borne by us. However, additional shipping charges may apply if the mattress has been moved from the original shipping destination, or if the original shipping destination is in a remote location.
(e) In order to proceed with a proper warranty claim, you are required to provide sufficient warranty supporting documentation, namely, as follows:
(i) photos which clearly demonstrate measuring indentations; that is, photos demonstrating the indentation by laying the Pause&Sleep™ mattress directly on a flat floor, and carefully measuring the vertical distance from a flat and level string pulled tightly across the mattress and lightly contacting the mattress on opposite sides, to the lowest point of the indentation using a clearly demarcated measuring device; and
(ii) several clear photos of any physical flaws that are the origin of your warranty claim. All photos shall clearly demonstrate the physical flaw being reported under the warranty claim.
(f) The terms and services provided under this warranty shall be your sole and exclusive remedy should the the Pause&Sleep™ mattress fail during the relevant warranty period. We make no warrant beyond the terms and conditions stated hereunder.
PLEASE NOTE THAT IT IS IMPORTANT THAT YOU RETAIN THIS WARRANTY AND YOUR ORIGINAL PROOF OF PURCHASE FOR AT LEAST TEN (10) YEARS FROM YOUR DATE OF PURCHASE.
This limited warranty shall be governed by the laws of the Province of Ontario.
For more information, please email us at:
Pause and Sleep, Inc. Enquires c/o 154 Norfinch Drive, Unit 8, Toronto, Ontario, Canada, M3N 1X6