Haven Warranty

Mattress Warranty:

QUALITY, RELIABILITY & DEPENDABILITY

Congratulations on your new Haven mattress, and welcome to the family. Haven is dedicated to providing the highest quality sleep products. Thanks to our Quality Control Process you can feel confident that your Haven Mattress will provide restful sleep for years to come. With simple care, your new mattress will give you many years of healthy, comfortable sleep. Please read carefully the terms of the Limited Warranty and the care information on this page. We recommend that you keep this warranty together with your sales receipt in a safe place.

HAVEN LIMITED WARRANTY

Haven warrants this product to be free from defects in material and workmanship as described in this warranty (hereinafter referred to as the “Limited Warranty”).

LENGTHS & CONDITIONS OF THE LIMITED WARRANTY

This Limited Warranty starts on the date of purchase. If a manufacturing defect occurs during the warranty period, Haven will repair or replace (at Haven's option) the defective mattress and/or foundation. If replacement is required, Haven may substitute materials of equal or higher quality if the like components are NOT available. Except for such repair or replacement, Haven is not responsible for any transportation costs, loss of use or any other claim. NOTE: Repair or replacement of a mattress and/or foundation does not extend this Limited Warranty nor begin a new warranty period.

10-Year Limited Warranty — Extendable to 15 Years

Every Haven mattress comes with a 10-year limited warranty. You can extend it to 15 years:

LUXE: buy a replacement 3″ comfort foam layer for the LUXE's zip-open pillowtop within the first 10 years of ownership.
Contour: use both sides of your dual-sided Contour.

THE HAVEN LIMITED WARRANTY IS VALID ONLY UNDER THE FOLLOWING CIRCUMSTANCES:

You must be the original purchasing consumer.
You must provide a copy of the digital purchase receipt clearly showing the date of purchase and the purchase price.

You must complete the Warranty Service Request Questionnaire.

THE HAVEN LIMITED WARRANTY DOES NOT COVER THE FOLLOWING:

The mattress fabric covering materials
Normal body impressions of less than 2".
Comfort or firmness preference of the product.
Sheet fit; Haven does not warrant that the mattress will fit a particular sheet size.
Transportation charges to and from the factory.
Compensation for loss of use.
Products sold for commercial or institutional use.
Normal wear and tear, a gradual depreciation of support and comfort over time from regular use.

THIS WARRANTY WILL NOT APPLY IF THE MATTRESS IS SUBJECTED TO ABUSE OR IMPROPER CARE SUCH AS, BUT NOT LIMITED TO:

Inadequate support from a weak or unsuitable foundation.
Inadequate support from an unsuitable frame, or bed.
Stains, soiling, burns.
Excessive abuse or lack of care.
Upholstery compacting due to insufficient rotating
Use of a board between the mattress and foundation
Any damage as a result of moving or other subsequent relocation.

WHAT TO DO IF WARRANTY SERVICE IS CONSIDERED:

Contact the Haven Customer Service and complete a warranty questionnaire
Haven product label and law label must be intact, and remain affixed to the bedding.

CARE FOR YOUR NEW MATTRESS

BODY IMPRESSIONS: The materials used in this mattress are designed to conform to your body’s individual contours. Normal settling of materials is to be expected and is not structural or manufacturing defect.
MOVING: Do not stand or jump on the mattress. It is not built for that kind of weight concentration. Carry the mattress on its side to avoid damage. It should be stored flat.

INSTITUTIONAL AND COMMERCIAL

Haven Mattresses used in institutional or commercial applications are not specifically designed for this purpose and are not covered under this warranty. Commercial and institutional products sold direct to the business/institution will have the proper corresponding law label and warranty code affixed.

IMPORTANT CARE INSTRUCTIONS

The mattress must be continuously supported by a foundation. For slatted frames in Double, Queen, King and California King sizes, a longitudinal central beam with a center leg support is required.

HOW TO CARE FOR THE MATTRESS

Rotate head-to-foot every 3 months during the first year, then every 6 months thereafter. Flip only mattresses explicitly designed with two usable comfort sides.
Use a quality bed frame. To avoid structural damage and voiding of your warranty, double, queen and king size sets must also be used with a rigid center support with a leg.
Do not get the mattress wet.
Use a mattress encasement to keep the mattress clean and healthy.
If you purchased a mattress only, it must be supported by an acceptable foundation or bed frame that prevents the mattress from bending/bowing.
Do not use an iron or excessive heat on the mattress

Elevate Adjustable Base Warranty: 10-Year Limited Warranty

The Elevate Foundation and Elevate Foundation Plus come with a 10-year limited warranty from the manufacturer. Coverage runs in three stages from the date your base is delivered, and it covers the original purchaser only.

Years 1–2: Full Parts Coverage

Defective electronic parts are replaced at no cost to you, and the manufacturer provides a one-time courtesy technician visit when it authorizes one. Shipping on replacement parts is covered only within the first 90 days from the purchase date.

Years 3–5: Parts Warranty

Any part found to be defective is replaced. You pay for service, installation and shipping of the replacement part.

Years 6–10: Limited Prorated Warranty

Defective mechanical and electronic parts are still covered, but you pay a prorated share of the cost of the replacement part (or of the whole base, if the manufacturer decides it can't be repaired), plus shipping, labour and service. This stage does not cover the cover, shroud, platform or legs.

Covered parts include the head and foot actuators, massage motors and housing, control box, remote control, power cord, power supply and input cord, mounting brackets and support struts.

What the warranty does not cover

Damage from misuse, abuse or mishandling (including during shipping), or from an improper power supply.
Repairs, part replacements or modifications by anyone the manufacturer has not authorized.
Use in a commercial setting or any environment the base was not intended for.
Weight over 750 lb (340 kg), including the mattress and bedding, spread evenly across the base.
Damage caused by non-approved third-party accessories, such as unapproved headboard brackets, leg extenders or side rails.
Inconvenience, removal, installation, set-up, loss of use, or normal wear and tear.

The warranty is not transferable and ends if the original purchaser sells or gives away the base.

How to make a claim

Contact Haven first at customercare@havenmattress.ca or 1-844-694-2836, with your order number or receipt. Haven helps you with the claim and connects you with the manufacturer.