Forty Winks Customer Support Form

Customer Support Form
Name*

First NameLast Name
Email*
example@example.com
Phone Number*
Please enter a valid phone number.Format: 0000 000 000.
Address*

Address Line 1

Address Line 2

CityState

Post Code

Product Service Form
Purchasing Store*
Purchase Date

DayMonthYear
Date
Original Invoice Number*
Product Type*
Mattress Supplier*
Must Provide a Copy of the Original Invoice*

Your invoice is your proof of purchase and essential for claiming warranty. The store is unable to reprint a customer invoice as older invoices are archived for privacy purposes.
Cancelof
Product Name*
Size*
YesNo
Mattress stains may result in your product not being covered under its guarantee / Warranty as moisture contributes to mattress failure or fatigue, please ensure your mattress is stain free prior to completing the lodgement of this form.

(Under the OHS act 2012 our staff & suppliers are unable to physically inspect a stained or soiled mattress
Which best describes the concern you have with your mattress?
New mattress comfort different to the floor model

Your new mattress may be a different height to your old mattress. In some cases your old underlays/electric blanket or linen may hinder the ability for the mattress to perform at its optimum. Please follow the steps below to eliminate the comfort being a concern and eliminate incorrect linen being a contributing factor.

Step 1. Remove all underlays & all linen from the mattress exposing it back to its original form as displayed in the showroom

Step 2. Place a flat sheet over the mattress in place of a fitted sheet.

Step 3. Make the bed as you normally would from the fitted sheet up.

Step 4. Sleep on the mattress for a period of 2-3 nights to see if there is any improvement. This will simulate how it felt in-store.

Please be mindful a new mattress will take up-to 3-4 weeks for your body to adjust.
Body Signature

In the event your mattress may have indentations or what the industry refers to as body signatures, Body Signatures are a normal occurrence and it is how the mattress conforms. Natural fibres in the top panel of the mattress overtime and what you are experiencing is where the mattress comfort layers have moulded to the contours your body.

In a king size mattress this can be a little more prominent as the middle is not used as frequently and the comfort layers are like new.

Its also advised to inspect your bed base structure. Please ensure the foundation has a centre support and adequate support to eliminate the bed base causing the issue.

The industry standard for a body signature to be excessive is more than 4cm.
Measuring A Body Signature

If your mattress shows an indentation of up to 4cm, this is not always a defect; it’s the fibres and foam compressing and conforming to your body. You can easily check this by laying a broom handle across the bed and measuring using a ruler. Please see photo below for an example.
Body Signature Measurement*

Product Service Form
Description of Concern :*
YesNo
DamagedReplacement part requiredOther

Terms and Conditions

Terms and Conditions to comply with workplace legal & ACCC regulations, Forty Winks and manufacturers are prohibited from handling products in an unsanitary condition. We recommend that customers use a mattress protector to prevent soiling and maintain the validity of their warranty.

Mattress Protector

Part of the manufacturers guarantee conditions is that a waterproof mattress protector MUST be used to protect your mattress. In the event of a mattress protector not being used and the mattress is stained your product may not being covered under its guarantee as moisture contributes to mattress failure. Please ensure your mattress is stain free prior to completing the lodgement of this form.

(Under the OHS act 2012 our staff & suppliers are unable to touch or inspect a stained mattress.

Body Impressions (Mattresses)
Body impressions are a normal occurrence and it is how the mattress conforms to your body. Natural fibres in the top panel of the mattress overtime do form a body signature where the mattress has conformed to the contours of your body. As part of the warranty requirements, customers must adhere to the mattress care instructions. The acceptable industry standard for body impressions is 40mm on a pillow top and 25mm on a non-pillow top.

Proof of Purchase

To be eligible to make a claim under warranty, customers must retain their original purchase receipt and provide it at the time of claim. While Forty Winks may be able to provide a receipt on behalf of the customer, it is the customer’s responsibility to retain their proof or purchase. Please note that warranties cannot be transferred and are only applicable to the original purchaser.

Delivery Costs
All inspections, repairs, or replacements to your mattress made under warranty will be provided at no charge upon verification of a valid warranty claim. However should the claim be found to not be warranty related, transportation costs associated with the service will be the responsibility of the customer. Alternatively, customers may choose to drop off and collect their mattress from our warehouse free of charge.

Repair or Replacement
Upon submission of a valid warranty claim, the Supplier will, at their discretion and without charge to the original purchaser, repair or replace any manufacturing fault as defined in the warranty pack. In the event that identical materials are no longer available, suppliers reserve the right to substitute materials of equal or higher quality as necessary.
For further information regarding your consumer rights, Please visit

https://www.accc.gov.au
Terms and Conditions

Terms and Conditions To comply with workplace legal regulations, Forty Winks and manufacturers are prohibited from handling products in an unsanitary condition. We recommend that customers use a mattress protector to prevent soiling and maintain the validity of their warranty.

Proof of Purchase

To be eligible to make a claim under warranty, customers must retain their original purchase receipt and provide it at the time of claim. While Forty Winks may be able to provide a receipt on behalf of the customer, it is the customer’s responsibility to retain their proof or purchase. Please note that warranties cannot be transferred and are only applicable to the original purchaser.

Delivery Costs
All inspections, repairs, or replacements to your mattress made under warranty will be provided at no charge upon verification of a valid warranty claim. However should the claim be found to not be warranty related, transportation costs associated with the service will be the responsibility of the customer. Alternatively, customers may choose to drop off and collect their mattress from our warehouse free of charge.

Repair or Replacement
Upon submission of a valid warranty claim, the Supplier will, at their discretion and without charge to the original purchaser, repair or replace any manufacturing fault as defined in the warranty pack. In the event that identical materials are no longer available, suppliers reserve the right to substitute materials of equal or higher quality as necessary.

Thankyou for taking the time to submit your information.

A Forty Winks Customer support person will contact you within 3-5 days.
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