Customer Policy

Loom & Needles Mattress Warranty Policy

Limited warranty terms for mattresses and the Folding Rollaway Bed

At Loom & Needles, our mattresses are manufactured with carefully selected materials and quality-controlled processes. This Limited Warranty protects the original purchaser against specified manufacturing defects for the applicable warranty period. It is not a trial, comfort guarantee, medical guarantee, return policy, or promise of an automatic free replacement throughout the entire warranty term.

Please read this policy carefully before raising a claim.

Important - What The Warranty Means

  • The warranty applies only to a verified manufacturing defect covered by this policy.
  • The warranty does not mean that the mattress will automatically be replaced.
  • The warranty does not mean that a replacement will remain free of all costs throughout the full warranty period.
  • During the first year from the invoice date, a valid covered claim will be resolved by Loom & Needles through repair, replacement of the affected component, or replacement of the mattress, as considered appropriate after inspection.
  • After the first year, a valid claim will continue to be assessed under the applicable warranty, but any repair or replacement is not an unconditional free replacement. The customer must pay all applicable onward and return freight, transportation, handling, packing, and logistics charges. Any other applicable charge, if any, will be disclosed to the customer before the approved remedy is processed.
  • A warranty remedy is determined only after the claim and product have been verified. The nature of the defect, product age, serviceability, availability of materials, and availability of the same or an equivalent model may be considered.
  • Mattress firmness, softness, feel, comfort preference, sleep experience, back pain, neck pain, body pain, or any other medical or health condition is not a manufacturing defect and is not covered under this warranty.

Warranty Period by Product

The warranty starts from the original invoice date.

Product Limited warranty period
Orthopedic Multi Layered Zoned Memory Foam Mattress 10 years
Memory Foam Folding & Tri-Fold Mattress 4 years
Dual Comfort Hard & Soft Mattress 7 years
Orthopedic Latex Rebonded Firm Support Mattress 10 years
Gravity Hybrid Euro Top Mattress 10 years
Reactive Dual Comfort Orthopaedic Mattress 10 years
Folding Rollaway Bed 1 year

If the product name on your invoice differs from the names above, Loom & Needles will identify the applicable warranty from the SKU, product page, invoice, and product records. The warranty term stated on the original invoice or applicable product listing at the time of purchase will apply.

What Is Covered

Subject to inspection, proper use, and all other terms of this policy, the Limited Warranty covers the following manufacturing defects:

  1. Surface undulations or abnormal unevenness caused by a defect in the internal mattress material.
  2. A visible and permanent indentation, sagging, shrinkage, or deformity deeper than 1 inch (25.4 mm) when the mattress is unloaded and placed on a flat, rigid, and properly supportive surface. Normal settling and body impressions within 1 inch are not covered.
  3. Splitting or cracking within a foam layer arising from a manufacturing defect. Normal separation at an adhesive joint or damage caused by folding, bending, mishandling, moisture, or misuse is not covered unless Loom & Needles determines it to be a manufacturing defect.
  4. Abnormal depression or failure of the spring unit in a spring mattress, where the issue is caused by a manufacturing defect and not by an unsuitable bed base, impact, overloading, bending, or misuse.
  5. Another material or workmanship defect that Loom & Needles verifies as having existed due to the manufacturing process.

A difference in appearance, texture, quilting, stitching alignment, colour tone, or dimensions that is within normal manufacturing tolerance and does not affect the intended function of the mattress is not a manufacturing defect.

What Is Not Covered

The Limited Warranty does not cover:

Comfort, Firmness and Health Concerns

  • A preference for a softer, firmer, bouncier, cooler, warmer, or otherwise different mattress feel.
  • A perceived change in comfort or firmness during use, including normal softening and settling of foam or fibre.
  • A mattress feeling different from a showroom sample, display unit, another mattress, online description, or the customer's expectation.
  • Discomfort, sleep quality concerns, back pain, neck pain, shoulder pain, body pain, stiffness, pressure, posture concerns, or the aggravation or continuation of any medical condition.
  • A recommendation by a doctor, physiotherapist, salesperson, reviewer, or any other person where no covered manufacturing defect is present.

The words “orthopedic”, “orthopaedic”, “support”, “pressure relief”, “firm”, “medium firm”, “soft”, or similar descriptions indicate the intended product design or general comfort category. They are not a promise to diagnose, treat, cure, prevent, or relieve back pain or any medical condition.

Normal Use and Wear

  • Normal softening of foam, fibre, quilting, or comfort layers over time.
  • A body impression, sagging, shrinkage, or deformity of 1 inch (25.4 mm) or less.
  • Normal corner compression, rounding, or shrinkage.
  • Wrinkling, bunching, stretching, pilling, fading, discolouration, or ordinary wear and tear.
  • Normal noises or minor changes in feel that do not result from a verified structural manufacturing defect.

Fabric, Cover and Accessories

  • The outer fabric, removable or non-removable cover, zipper, zipper runner, label, piping/bidding, thread, embroidery, handles, or decorative elements.
  • Cuts, tears, loose threads, abrasions, burns, stains, odours, colour transfer, or damage caused after delivery.
  • Pillows, protectors, toppers, bedsheets, or any other accessory unless a separate written warranty expressly applies to that product.

Damage Caused by Use, Storage or External Factors

  • Damage caused by liquid, water, sweat accumulation, urine, bodily fluids, cleaning agents, chemicals, fire, heat, sunlight, dampness, mould, mildew, fungus arising from an external source, pests, or infestation.
  • Damage caused by using a tight bedsheet or cover, including deformed or compressed corners.
  • Damage caused by bending, folding, rolling, dragging, standing or jumping on the mattress, or using it in a manner for which it was not designed.
  • Damage caused by accident, impact, excessive load, abuse, neglect, improper cleaning, improper storage, or failure to follow care instructions.
  • Damage caused during shifting, transportation, installation, or storage after delivery.
  • Damage caused by an unsuitable, uneven, damaged, weak, or insufficiently supportive bed frame or foundation, including use across two separate beds or bases that create a gap or uneven support.
  • Damage caused by unauthorised alteration, repair, opening, cutting, removal of layers, or modification of the product.
  • Use of the mattress in unhygienic or unsanitary conditions.
  • Commercial, institutional, rental, paying-guest, hostel, hotel, or other non-household use unless Loom & Needles approved such use in writing at the time of sale.

Size and Expansion Variations

  • Minor variations in length, width, height, quilting, or shape that fall within normal manufacturing tolerance.
  • Expansion time or temporary compression marks in a roll-packed product during the settling period stated on its product page or care instructions.
  • A measurement taken while the mattress is on an uneven base, while bedding is fitted, or while weight is placed on the mattress.

First-Year and Post–First-Year Claims

Claims Raised Within the First Year

For a claim raised within one year of the original invoice date, Loom & Needles will inspect and verify the issue. If the claim is approved as a covered manufacturing defect, Loom & Needles may, at its discretion:

  • Repair the affected part;
  • Replace the defective component;
  • Replace the mattress with the same model; or
  • Where the same model is unavailable, provide a reasonably equivalent model.

Approval of a claim does not create an automatic right to a full mattress replacement. The appropriate remedy will depend on the defect and whether the product can be repaired or serviced.

Claims Raised After the First Year

The remaining warranty period continues to cover verified manufacturing defects, subject to this policy. However:

  • The customer is responsible for all onward and return freight, transportation, handling, packing, and logistics charges;
  • A free replacement is not automatic or guaranteed;
  • The mattress may first be repaired or the affected component may be replaced;
  • The same model, fabric, colour, quilting pattern, material, thickness, or specification may no longer be available;
  • Loom & Needles may provide an equivalent current model or material where the original is discontinued; and
  • The replacement or repaired product will not restart or extend the original warranty period. It will remain covered only for the unexpired portion of the original warranty.

All estimated customer-payable charges will be communicated before collection, repair, dispatch, or replacement is initiated. A customer who chooses not to pay the applicable charges may decline the offered remedy, but the claim will not be processed without payment of those charges.

Conditions of Warranty

To be eligible for warranty service:

  1. The claimant must be the original purchaser named on the invoice. The warranty is non-transferable.
  2. A valid purchase invoice from Loom & Needles or an authorised seller must be provided.
  3. The product identification label must be present and reasonably legible. It must not have been removed, altered, or tampered with.
  4. The mattress must have been used for its intended purpose on a suitable, flat, sturdy, dry, and adequately supportive bed base.
  5. The mattress must be in a sanitary condition that allows safe inspection, handling, collection, repair, or replacement.
  6. The customer must report the issue promptly after noticing it and must cooperate with the documentation, measurement, inspection, and collection process.
  7. The product must not have been repaired, opened, altered, or modified by an unauthorised person.

Loom & Needles may refuse to inspect or collect a mattress that is wet, infested, contaminated, or otherwise unsafe or unhygienic to handle.

How Sagging or Indentation Is Assessed

For a sagging or indentation claim:

  1. Remove all pillows, protectors, toppers, bedsheets, and bedding.
  2. Place the mattress on a flat, rigid, and fully supportive surface.
  3. Allow the mattress to rest without any person or object on it.
  4. Place a straight rigid edge across the affected area.
  5. Measure vertically from the lowest point of the depression to the rigid edge using a ruler or measuring tape.
  6. Take clear photographs and a continuous video showing the full mattress, the affected area, the bed base, the rigid edge, and the measurement.

Loom & Needles may ask the customer to repeat the measurement or may arrange a physical inspection. Only a visible, permanent indentation deeper than 1 inch (25.4 mm), without load, may qualify, subject to verification of a covered manufacturing defect.

How to Make a Warranty Claim

Email support@loomandneedles.com with the following:

  1. The purchaser's full name and registered mobile number;
  2. Order number and a clear copy of the original invoice;
  3. Product name, size, thickness, and date of purchase;
  4. A clear description of the issue and when it was first noticed;
  5. Photographs of the full mattress from the top and all sides;
  6. Close-up photographs and a continuous video clearly showing the claimed defect;
  7. Photographs of the bed frame or foundation supporting the mattress; and
  8. for sagging claims, photographs and video of the measurement method described above.

Customer support will review the information and may request additional photographs, videos, measurements, a video call, or a physical inspection. Sending documents does not mean that a claim has been approved.

Claim Assessment and Resolution

  1. Loom & Needles will determine whether the reported issue is a covered manufacturing defect after reviewing the evidence and, where required, inspecting the product.
  2. The customer must provide reasonable access for inspection and cooperate with collection or service arrangements.
  3. Loom & Needles may repair, replace the affected component, replace the product, or offer an equivalent remedy, depending on the verified defect, product age, serviceability, and availability.
  4. Replacement is subject to product availability. An equivalent model may differ in colour, fabric, quilting, material, feel, height, construction, or appearance.
  5. No cash refund is available under this Limited Warranty unless Loom & Needles expressly approves it in writing or applicable law requires otherwise.
  6. Any repaired or replacement product remains covered only for the balance of the original warranty period.
  7. Costs arising from delay, loss of use, inconvenience, alternate sleeping arrangements, or any indirect or consequential loss are not covered, subject to applicable law.

Mattress Care Required to Keep the Warranty Valid

  1. Use the mattress on a strong, even, dry, and adequately supportive bed base of the correct size.
  2. Use a suitable mattress protector to reduce the risk of stains and liquid damage.
  3. Keep the mattress dry, ventilated, and away from direct heat, flame, and prolonged moisture.
  4. Rotate the mattress periodically if rotation is permitted for that model. Do not flip a one-sided mattress.
  5. Do not fold, roll, or bend the mattress unless the product is specifically designed for that purpose.
  6. Do not jump, stand, iron, smoke, or place hot objects on the mattress.
  7. Follow the unpacking, expansion, cleaning, and care instructions supplied with the product or displayed on its product page.

Ownership and Applicability

This Limited Warranty applies only to eligible products purchased in India from Loom & Needles or an authorised seller and retained by the original purchaser. It is separate from any trial, cancellation, return, or exchange policy.

If a marketplace or authorised seller displays a different warranty period, the period recorded on the original invoice and the applicable product listing at the time of purchase will be verified before a claim is accepted. No oral statement, advertisement, review, or informal communication changes this policy unless Loom & Needles confirms the change in writing.

Loom & Needles may update this policy from time to time. A claim will be assessed according to the terms applicable to the product at the time of purchase, subject always to applicable law.

Contact Us

Founded & Owned by :

Namit Goel

Manufactured by:

Ashoka Foam Multiplast Private Limited,

Village Dalhau, Faridpur Road, Bareilly - 243503

India

Phone: +91-9389925383

+91-9536907028

For Any Queries contact us on :

Email: support@loomandneedles.com

Support hours: Monday to Sunday, 10:00 AM to 7:00 PM