✅ Novo Sleep® – 24-Month Comprehensive Warranty

Brand of D Supplies Ltd

1. Overview

At Novo Sleep®, we’re committed to quality and your peace of mind. Every bed frame we manufacture is backed by a clear and comprehensive 24-month warranty, covering defects in materials and workmanship from the date of purchase.

2. Warranty Duration & Territory

Length of Cover:
24 months (730 days) from the date shown on your purchase receipt.

Territory:
Valid only within the country where the product was originally purchased.

Original Purchaser:
Applies exclusively to the first retail customer. Warranty is non-transferable if the bed is resold or gifted.

3. What the Warranty Covers

Structural Components

  • Side rails
  • Footboard
  • Headboard posts
  • Centre support systems

Metal Hardware

  • Bolts
  • Brackets
  • Centre support legs
  • Factory-installed fixings

Factory-Applied Finishes

  • Paint
  • Stain
  • Powder-coating that blisters or peels due to a manufacturing defect

Moving Components (where fitted)

  • Hinges
  • Gas-lift mechanisms
  • Adjustable lifting components

Labour & Replacement Parts

  • Months 1–12: Parts and labour fully covered
  • Months 13–24: Free replacement parts; labour/call-out fees may apply (quoted before work)

4. What the Warranty Does Not Cover

  • Standard cosmetic wear (minor scuffs, fabric pilling, natural colour changes)
  • Damage caused by:
    • Incorrect assembly
    • Over-tightening bolts
    • Using incorrect mattress sizes
    • Commercial, rental or heavy institutional use
    • Damp, mould, humidity or water exposure
    • Misuse, accidents, or improper transport/moving
  • Mattresses, accessories, or electrical components unless noted on the product page
  • Any unauthorised repairs, modifications or alterations

Your statutory rights under the Consumer Rights Act 2015 remain unaffected.

5. Warranty Validity Requirements

To keep this warranty valid:

  • Provide proof of purchase (digital or paper)
  • Assemble strictly according to the Novo Sleep® instruction manual
  • Keep the frame indoors in a dry, climate-controlled space
  • Re-tighten bolts after 30 days and then every 6 months

6. How to Make a Warranty Claim

  1. Photograph the issue (wide + close-ups)
  2. Email: support@novosleep.co.uk
  3. Include:
    • Order number
    • Photos (max 10 MB per email)
    • Description of the fault and when it appeared
  4. Receive a reply within 2 business days
  5. We may request additional photos or a virtual inspection
  6. Resolution options:
    • Free replacement parts (5–7 working days)
    • On-site repair at a convenient time
    • Full frame replacement when repair is not feasible
  7. Most warranty resolutions are completed within 14 days of approval

7. Shipping & Returns for Warranty Repairs

  • Replacement parts are shipped free of charge
  • Prepaid return labels provided if we require defective parts back
  • For full frame replacement, the customer may be required to disassemble and package the product unless otherwise agreed

8. Parts Availability After Warranty

Novo Sleep® (D Supplies Ltd) keeps spare parts available for at least 5 years after a model is discontinued.
After warranty expiry, parts can be purchased at cost plus postage.

9. Bespoke & Custom-Made Product Return Policy (Important)

Because Novo Sleep® manufactures many items to order, customised to each customer’s size, colour, style and specification:

Refunds Without Surcharge Are Not Possible

A full refund without deductions cannot be offered once production has begun because:

  • Each bespoke/custom order is made specifically for the individual client
  • Custom items cannot be resold at full value or used in general stock
  • Production materials, labour and scheduling are committed specifically for that customer
  • The item becomes non-returnable and non-resellable under UK consumer law for bespoke goods

Cancellations or Returns of Bespoke Items

  • A return or cancellation may still be considered,
    but a restocking/production surcharge will be applied to cover manufacturing losses.
  • Where possible, we will provide fair and transparent cost breakdowns.
  • If the product has not yet entered production, a reduced cancellation fee may apply.

This policy complies with UK Consumer Contracts Regulations relating to bespoke and custom-made goods.