WARRANTY Most mattress companies have complicated warranties that are full of small print and confusing legal jargon, but we want to keep it simple.Fawcett mattresses are covered by a simple 10 Year Warranty. The invoice received at the time of purchase will act as your proof of warranty. This warranty is non-transferable. If your Fawcett mattress fails within 10 years of the original invoice date, we will repair or replace it at no cost to the original purchaser. Mattress failures include but are not limited to: measurable impressions of 3 cm or more in the sleep surface area, poor craftsmanship or material failure. In some cases video or images may be utilized in conjunction with our team to determine if a mattress is eligible for a warranty claim. However, in the event we are not able to verify a warrantable defect remotely, the customer is then obligated to return the mattress to Fawcett Mattress at their expense for our personnel to inspect and verify any manufacturer’s defects. MATTRESS ROTATIONThe organic cotton that we use in the sleep surface of your mattress is a non-elastic, natural material and therefore may stretch slightly in high use areas. Natural Joma wool may lose some of its loft over a period of time. This will not affect the comfort of your sleep and will not diminish your mattress’ serviceability. It's simply a characteristic of the natural materials used. To minimize this effect we recommend rotating and/or flipping your mattress two to four times per year. In the first year we encourage you to flip and/or rotate your new mattress once every month. SUPPORT SYSTEMYour new mattress is intended to be placed on a well crafted and purposefully built slatted bed frame, solid base or box-spring. The mattress base has to be able to provide adequate ventilation and support to you and your mattress. The average adult may exhaust as much as a kilogram of water vapour per night. Some of this vapour is absorbed by your mattress. This moisture naturally dissipates with proper ventilation at regular room temperature. Excessive room humidity (over 60%) slows down this process and may promote mould or mildew growth. We recommend reaching a room temperature which exceeds 20°C for a period of at least 12 hours each day. If you are uncertain whether your sleep environment is well suited for a natural Fawcett mattress or have any other questions regarding your warranty please contact one of our sales representatives. Unfortunately, failure to adhere to these guidelines may result in your warranty being voided. If you are uncertain that your sleep environment is well suited for a natural Fawcett mattress or have any other questions regarding your warranty please contact one of our sales representatives.There are no refunds for our mattresses. The logic behind this is that everyone needs a mattress to sleep on, so we developed a "comfort exchange" as noted below. We don't believe in 100 night 'sleep trials' as it promotes waste, and most of those returns end up in landfills. This strategy is terribly wasteful and environmentally destructive. Instead, read more about our comfort exchange below.