At Cloud Comfort Canada Inc., we stand behind the quality of our mattresses. Our 10-Year Limited Mattress Warranty covers eligible manufacturing defects in materials and workmanship under normal residential use, subject to the terms and conditions below.

This warranty begins on the original date of purchase and applies to eligible mattresses purchased directly from Cloud Comfort Canada Inc.

1. What Is Covered

This limited warranty covers eligible manufacturing defects, including:

• Defective coils or springs: Broken, detached or protruding coils resulting from a manufacturing defect.
• Excessive sagging: Permanent body impressions exceeding the qualifying depth specified for the mattress model, where the sagging results from defective materials or workmanship.
• Foam defects: Abnormal deterioration, splitting or structural failure of the foam caused by a manufacturing defect.
• Structural defects: Defective stitching, seams or internal components that materially affect the mattress's structural integrity.

All reported defects are subject to assessment and verification to determine whether they qualify for warranty coverage.

2. What Is Not Covered

This limited warranty does not cover the following conditions unless they are the result of a covered manufacturing defect:

• Normal wear and tear: Gradual softening, minor settling, changes in firmness and ordinary compression associated with regular use.
• Comfort preferences: Personal dissatisfaction with firmness, softness, feel or overall comfort.
• Normal body impressions: Temporary impressions or permanent indentations that do not exceed the qualifying depth specified for the mattress model.
• Improper support: Damage or deformation caused by an unsuitable, damaged or inadequately supported bed frame, foundation or box spring.
• Accidental damage: Tears, cuts, burns, liquid damage, stains or damage caused by improper handling.
• Improper use: Jumping, repeatedly bending or folding the mattress contrary to care instructions, or use inconsistent with its intended residential purpose.
• Environmental damage: Mould, mildew, pest infestations, excessive moisture or unsuitable storage conditions.
• Unauthorized modifications: Alterations, modifications or repairs performed without authorization from Cloud Comfort.
• Cosmetic imperfections: Minor cosmetic irregularities that do not affect the mattress's structural integrity or functionality.
• Commercial use: Damage resulting from commercial or institutional use where the mattress was sold for residential use.

An excluded condition does not automatically invalidate coverage for a separate and unrelated eligible manufacturing defect.

3. Mattress Sagging and Body Impressions

Mattresses naturally adjust to the weight and sleeping patterns of their users over time. Some degree of foam compression, softening and body impression is expected during normal use and does not necessarily indicate a manufacturing defect.

To qualify for warranty coverage under the body-impression provision, a reported body impression must meet the qualifying depth established for the specific mattress model and must be attributable to a defect in materials or workmanship.

Body impressions must be measured with no weight applied to the mattress, using a straightedge placed across the affected area.

Cloud Comfort may request photographs, measurements or an inspection to assess the reported issue.

The applicable indentation threshold does not exclude other eligible manufacturing defects or limit remedies required by applicable law.

4. Warranty Claim Requirements

To assess a warranty claim, Cloud Comfort may require:

• Proof of purchase or sufficient information to verify the transaction.
• A description of the reported defect and when it first appeared.
• Clear photographs showing the reported defect and overall mattress condition.
• Photographs of the bed frame, box spring or foundation, where relevant.
• Measurements of sagging or body impressions following Cloud Comfort's instructions.

Cloud Comfort may request additional information or arrange an inspection where reasonably necessary to assess the claim.

Submitting a warranty claim does not automatically guarantee approval, repair or replacement.

5. Warranty Assessment and Resolution

Cloud Comfort will review the information provided and determine whether the reported issue qualifies as an eligible manufacturing defect under this limited warranty.

Where an eligible manufacturing defect is confirmed, Cloud Comfort will determine an appropriate warranty remedy based on the nature and extent of the defect.

Available remedies may include:

• Repair of the defective component.
• Repair or replacement of affected foam or internal materials.
• Replacement of the mattress with the same model or a comparable alternative where appropriate.
• Another appropriate remedy consistent with this limited warranty and applicable law.

For approved claims requiring foam repair or replacement, a $60–$80 service charge applies toward the materials, handling and labour associated with the service. The applicable amount will be confirmed with the customer before work is performed. No repair service charge applies to other approved manufacturing-defect claims unless otherwise disclosed under this warranty.

Where permitted by applicable law, Cloud Comfort may determine whether repair or replacement is the appropriate remedy based on the nature and extent of the defect.

Replacement materials may differ from the original materials, provided they are of comparable quality and functionality.

A repair or replacement does not restart or extend the original 10-year warranty period unless required by applicable law or expressly agreed to in writing by Cloud Comfort.

6. Transportation, Pickup and Delivery

This limited warranty does not automatically include complimentary pickup, transportation, redelivery or in-home warranty service.

Unless otherwise agreed in writing, customers are responsible for transporting the mattress to and from Cloud Comfort's designated service location when physical inspection, repair or replacement is required.

If Cloud Comfort agrees to arrange transportation, pickup or delivery, any applicable charges will be communicated to the customer before the service is arranged.

Nothing in this section limits any transportation or service obligations that cannot legally be limited under applicable law.

7. Out-of-Warranty Repairs

If a mattress issue does not qualify for warranty coverage, Cloud Comfort may, at its discretion, offer a paid repair service as an alternative to purchasing a replacement mattress.

The availability of an out-of-warranty repair depends on the nature of the issue, the condition of the mattress, the availability of replacement materials and an assessment of whether a repair is practical.

Any applicable repair, materials, handling, labour, transportation or service charges will be communicated to the customer before work begins. No paid repair will be performed without the customer's approval.

An optional out-of-warranty repair does not restart, renew or extend the original mattress warranty.

8. Warranty Eligibility

This limited warranty applies to eligible mattresses purchased directly from Cloud Comfort Canada Inc., subject to the following conditions:

• The claim is made within 10 years of the original purchase date.
• The mattress has been used for its intended residential purpose.
• The mattress has been properly supported and reasonably cared for.
• The reported issue qualifies for coverage under this limited warranty.
• The customer provides sufficient information to reasonably assess the claim.

This warranty applies to the original purchaser and is non-transferable except where otherwise required by applicable law.

9. How to Submit a Warranty Claim

To submit a warranty claim, please email sales@cloudcomfort.ca with the following information:

• Your full name and order number, if available.
• Proof of purchase or original receipt.
• A detailed description of the issue and when it first appeared.
• Clear photographs of the reported defect and overall mattress condition.
• Photographs of the bed frame, box spring or foundation, where relevant.
• Measurements of any sagging or body impressions following Cloud Comfort's instructions.

Our customer service team will review the submission and may request additional information or arrange an inspection if necessary.

Submitting a claim does not automatically guarantee approval, repair or replacement. All claims are assessed according to the terms of this limited warranty.

10. Consumer Rights

This 10-Year Limited Mattress Warranty is provided in addition to any rights and remedies available under applicable consumer protection legislation.

Nothing in this policy is intended to exclude, restrict or replace any statutory rights or remedies that cannot legally be limited.

Where any provision of this warranty conflicts with applicable law, the applicable legal requirements will prevail.