The Roomix Warranty
This warranty covers Roomix bed frames and the Roomix Toddler Mattress. It forms part of our Terms of Service and sits alongside our Delivery & Returns policy. It is in addition to your legal rights under the Consumer Rights Act 2015 and does not affect them.
Bed Frames: 10 Years
What's covered?
Every Roomix bed frame is guaranteed against defects in materials and workmanship for 10 years from the date of delivery. That includes:
- The frame, side rails, barriers and headboard and footboard panels
- Slats and the centre support
- The house frame on our house beds
- Add-on legs and day bed conversion kits
- The fixings and hardware supplied with the frame
The warranty follows the bed through every size and setup, so it still applies after you add legs or convert it.
What isn't covered?
- Drawers, bedside tables, storage and other furniture. These have their own cover, shown on each product page
- Normal wear and tear, including scuffs, dents, scratches and marks from everyday family life
- Natural characteristics of solid wood: knots, grain and colour variation, and small surface cracks as the timber settles. These don't affect strength
- Damage from incorrect assembly, not re-tightening fixings, alterations, painting or refinishing
- Damage from misuse (including jumping on the bed), accidents, damp, heat, or use outdoors or outside a home
- Beds bought second-hand, or used for commercial or rental purposes
Roomix Toddler Mattress: 10 Years
What's covered?
The foam core of every Roomix Toddler Mattress, in all sizes, is guaranteed against manufacturing defects for 10 years from the date of delivery. The zip-off cover is guaranteed for 12 months. That includes:
- A lasting dip or body impression that doesn't recover, deeper than 2.5cm in the first year, 3cm in the second year, 3.5cm in years three to five, or 4.5cm after that
- Foam that splits, cracks or crumbles under normal use
- Faulty seams or a faulty zip on the cover, in the first 12 months
How do I measure a dip?
Take off all the bedding and leave the mattress empty for a few hours. Lay something straight, like a broom handle, across the width of the mattress and measure the gap between it and the deepest point of the dip. Send us a photo with the ruler in shot.
What isn't covered?
- Normal softening. All foam gets a little softer with use, most noticeably in the first few months and where someone sleeps most. This is the mattress settling, not a fault
- Dips or impressions within the limits above. Foam settles a little more each year, which is why the limit rises with age
- Comfort preference, such as finding the mattress firmer or softer than expected
- Stains, soiling, liquids, odours, mould or mildew. We recommend a breathable waterproof protector from day one
- Dips or damage caused by an unsuitable base: slats more than 7cm apart, broken or missing slats, or a mattress kept on the floor without regular airing
- Burns, cuts, tears, and damage from folding, bending, jumping or standing on the mattress
- Cover damage from washing outside the care label instructions
- Size variation of up to 2cm, and the new-foam smell that fades in the first few days. Both are normal for a rolled foam mattress
- Mattresses left rolled in their packaging for more than 4 weeks after delivery
If Something Goes Wrong
What will you do?
- Bed frames: first we replace the part. Most issues are solved with a new rail, slat, panel or fixing, sent free of charge. If a part won't fix it, we'll replace the frame
- Mattresses: we'll replace the mattress like for like. If the fault is only with the cover, we'll replace the cover
- If that product is no longer made, we'll offer the closest current equivalent or a refund that reflects its age
Replacements are covered for the remainder of the original warranty.
Who pays for delivery?
We do, for the first 12 months. After that, parts and replacements remain free and we may ask you to cover delivery.
How do I make a claim?
Email hello@roomix.com with:
- Your order number, or the name and email the order was placed under
- A short description of the problem and when you first noticed it
- Clear photos of the fault and of the whole bed or mattress. For a mattress, include the base it sits on and the label
We'll reply within 2 working days. If you think the bed may not be safe to sleep in, please stop using it until we've been in touch. For hygiene reasons we can only inspect or collect a mattress that is clean and dry.
Do I need to register?
No. Your order confirmation is your proof of purchase.
Looking After Your Bed and Mattress
- Assemble the bed following the instructions, on a level floor
- Check and re-tighten all fixings a month after assembly, then every six months, and any time you change the setup
- Unroll the mattress within 4 weeks of delivery and give it 24 hours to reach its full shape
- Turn the mattress head to toe once a month for the first three months, then every three months
- Use a breathable waterproof protector, and wash the cover following its care label
- If the mattress sits on the floor or a solid base, stand it on its side to air once a week
- Wipe the frame with a dry or slightly damp cloth, and keep bed and mattress away from radiators and damp walls
The Small Print
- The warranty applies to products bought new from roomix.com and delivered within the UK. It is for the original purchaser and isn't transferable
- It runs from the date of delivery and isn't extended by a repair or replacement
- Problems found on delivery, or within the first 30 days, are handled under The Roomix Guarantee in our Delivery & Returns policy
- This warranty is provided by Roomix Ltd, registered in England & Wales (company number 13750320), Northcliffe House, Young Street, Kensington, London, W8 5EH
- Nothing here limits your statutory rights. If a product is faulty, you may be entitled to a repair, replacement or refund under the Consumer Rights Act 2015