Last Updated: 20 February 2025

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At Comfort Square, we stand by the quality, durability, and craftsmanship of our mattresses and bases. We want our customers to rest easy, knowing their purchase is protected under both our Guarantee and Warranty policies, in compliance with the Consumer Protection Act (CPA) of South Africa.

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This page explains the difference between a guarantee and a warranty, how each applies to our products, and what you need to do if you need assistance.

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1️⃣ What is the Difference Between a Guarantee and a Warranty?

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✔ Guarantee – A commitment of quality that ensures your product is free from defects in materials and workmanship for a specified period. If any manufacturing defect arises within this period, we will repair, replace, or refund the product at no cost to you.

✔ Warranty – A limited protection plan that covers specific issues (e.g., structural defects, faulty workmanship) beyond the initial guarantee period. Warranties may include repair or replacement at a reduced cost, subject to certain conditions.

In simpler terms:

• A guarantee provides full protection for a set time.

• A warranty provides partial protection beyond the guarantee period, often covering repairs rather than full replacements.

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2️⃣ Comfort Square Mattress Guarantee

All Comfort Square Mattresses are covered by a 2-Year Guarantee.

During this period, Comfort Square will repair or replace your mattress at no cost if a valid manufacturing defect arises.

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✔ Covered Under the Guarantee:

✅ Manufacturing defects, such as faulty stitching or structural issues.
✅ Sagging or indentations deeper than [X] cm, provided the mattress was used on a suitable base.
✅ Spring or foam defects that affect sleep comfort.

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❌ Not Covered Under the Guarantee:

⛔ Normal wear and tear, including minor fabric pilling or slight softening of foam.
⛔ Improper use or damage caused by incorrect foundations or bed bases.
⛔ Stains, spills, or water damage (mattresses should always be used with a protector).
⛔ Damage caused by mishandling, such as bending or folding the mattress.
⛔ Comfort preferences (e.g., if the mattress is too firm or too soft for personal taste).

If a defect falls under our guarantee policy, we will repair or replace the mattress free of charge.

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3️⃣ Comfort Square Mattress Warranty

After the Guarantee Period, a Limited Warranty Applies for Up to 20 Years.

Once the initial guarantee period ends, Comfort Square still supports customers with a pro-rated warranty that allows for discounted repair or replacement under certain conditions.

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✔ Covered Under the Warranty:

✅ Structural failures, such as broken or weakened springs.
✅ Excessive sagging beyond normal wear-and-tear levels.
✅ Material breakdown due to faulty components.

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❌ Not Covered Under the Warranty:

⛔ Normal wear and tear, including gradual softening of foam.
⛔ Comfort preferences (mattress firmness/softness).
⛔ Any mattress used with an improper or damaged base.
⛔ Mattresses that have been stained, burned, or physically damaged.
⛔ Damage due to incorrect handling or failure to follow care instructions.

Pro-Rated Cost Breakdown (Example – adjust as per Comfort Square policy):
If a warranty claim is made:

• Years 1-2: Free repair or replacement (covered under guarantee).

• Years 3-10: Customer pays 30% of replacement/repair cost.

• Years 11-15: Customer pays 50% of replacement/repair cost.

• Years 16-20: Customer pays 75% of replacement/repair cost.

• Years 20+: Warranty expires, and full cost applies.

Warranty claims are subject to inspection and approval by Comfort Square.

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4️⃣ Comfort Square Base Guarantee & Warranty

All Comfort Square Bed Bases are covered by a 2-Year Guarantee & 20-Year Warranty.

✔ Guarantee (First 2 Years): Free repair or replacement for manufacturing defects.
✔ Warranty (Following 18 Years): Pro-rated repair/replacement costs for structural failures.

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5️⃣ How to Make a Guarantee or Warranty Claim

If you experience an issue covered under our Guarantee or Warranty, follow these steps:

Step 1: Take clear photos/videos showing the defect.
Step 2: Email us at info@comfortsquare.co.za with your order details and description of the issue.
Step 3: Our team will assess your claim and provide a resolution.
Step 4: If approved, we will arrange repair, replacement, or discounted service as per your coverage.

Processing times may vary, but we aim to resolve all valid claims within 14 business days.

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6️⃣ Consumer Protection Act (CPA) & Your Rights

✔ Comfort Square fully complies with the South African Consumer Protection Act (CPA).

Under the CPA, you have the right to:
✔ Receive products that meet quality standards and are free from defects.
✔ Return defective items within six months of purchase for a refund, repair, or replacement.
✔ Receive fair warranty terms and not be forced into unfair conditions.

Note: CPA does not cover returns for buyer’s remorse or personal comfort preferences (e.g., “I changed my mind” or “It’s too firm for me”).

For full CPA details, visit: CPA Guidelines​