Von Viva Warranty
We are determined to provide unbeatable service and guaranteed satisfaction.”Colin Crump, President, Von Viva Mattresses
Our Philosophy hasn’t changed since 1976
We’ve been delivering on the promise of a perfect sleep for over 40 years, using only the best materials to lead the industry in quality and lifetime value. With each new mattress we create, we want you wake up feeling fresh and relaxed. That’s why we take the time to build you the right mattress. In fact, all of our mattresses are all built to order; we don’t try to fit you into existing inventory or provide one level firmness that is supposed to be for everyone.
Sleep better in the first 120 days
We’re completely confident in our service and our products. If you’re not sleeping better after the first 120 days on one of our built to order mattresses, we’ll fix the problem by making adjustments or exchanging components. If concerns persist beyond this, you’ll also have the option to purchase new components unlike other mattress designs.
For whatever reason, if you are not fully satisfied you can return your mattress to us for 100% refund, minus shipping costs. Shipping is included in our mattresses prices, but with returns the shipping and return back to us will be the customers responsibility. We will assist on shipping, but it will need to be repackaged accordingly. Please feel free to contact us on shipping before you order if this is a concern.
Our warranties protect you from the date that you receive your product. We warranty all our mattresses for 10 years pro-rated, minus the comfort layers. Different comfort layers last differently depending on use and size of the individual. Again our designs allow you to simply replace any component. The majority of our mattresses will last longer than 15 plus years, but we warranty them for 15 years.
Spring (Pocket Coil) Mattresses
Our pocket coil mattresses are completely covered or repaired for the duration of the 15 year warranty; specifically for broken, loose or depressed coils. Our warranty covers coils or wires that project through the fabric and loose tape edge stitching. We reserve the right to repair locally or have the mattress repaired at our facility. Similar to other manufactures the shipping is on the customer.
Hybrid (Foam or Latex) Mattresses
Our warranties protect you from the date you receive your product. All our warranties are 15 year Pro-Rated. For example, a $2,000 mattress with a 15 year warranty that has been used for 8 years may mean you receive $1066 towards a replacement mattress or new component.
Zip covers are warrantied for 5 years, however shrinkage due to washing is not covered. Spot clean only as we use Quilted Fabrics for our covers. If there is an issue with cover, we reserve the right to have it fixed locally, or have it shipped to factory for repair. New covers are available to purchase.
We warranty our foams for indentations or sagging greater than 1 inch. All Foam, Latex, and Memory Foam break down and lose resiliency with use. Our warranty covers normal wear. If your mattress becomes very soft in certain spots during the warranty, Von Viva will determine if there is a defect with the foam or whether it is normal wear. We can replace worn sections easily via our component page.
All Von Viva Mattresses
Mattress fabrics are covered from normal wear defects for 5 years from the date of purchase.
We also cover body indentations or sagging greater than 1 inch on a fully made mattress. Most of the time a simple component will need to be replaced.
To lengthen the life of your mattress, it should be flipped and rotated 4 times per year. The more often you flip, the better the longevity.
Please ensure that you use a good foundation along with the proper bed frame. Metal bed frames should have at least 3 support bars, with one in the middle. Queens, Doubles and Singles should have 6 to 7 legs, while Kings should have 8 legs. Wood Slat Foundations should have at least 5 slats with centre support in, at the minimum, the middle slat. We think platform designs are the strongest and most supportive.
Our warranty does not cover:
- Changing comfort preferences, as bodies change over time, and what was once comfortable may not be anymore.
- Structural damage incurred from bending or moving a mattress improperly.
- Mattress or foundation damage due to abuse.
- Soiled or stained mattresses, as this can damage materials and components within a mattress.
- Body indentions less than1 inch — we can fix any issues, but labour and parts charges may apply.
- Excessive wear — we can replace sections of your mattress if needed; however, we do not cover normal foam breakdown. Depending on the density of foam purchased you should get the specified use indicated in the warranty from your mattress.
- We do not cover transportation costs. We will resolve and repair any concerns, however, the item has to be delivered to our workshop.
- Due to health reasons, mattresses must be returned clean. Dirty, stained, smelly, smoky or damaged mattresses will not be accepted.
We stand behind our products and our goal is to provide you with a perfect sleep and the best service you’ll find. If you have any concerns or questions, please contact us at 1-833.244.6288.