Who handles a warranty claim?

Your first point of contact is always the retailer you bought from, since your purchase contract is with them. They inspect first, then send qualifying claims to Dreamland with the production tag, proof of purchase, and photos. We respond to complete, clear claims within 3 to 5 working days.

What does the warranty cover?

Manufacturing faults and defects for the term that applies to that category: faulty workmanship, broken or protruding coils, and abnormal sagging beyond the 35mm body impression threshold on mattresses. Normal wear, comfort preference changes, accidental damage, and misuse are not covered. Your Consumer Guarantees Act 1993 rights apply regardless.

Do warranty periods differ across the range?

Yes, and the terms are stated plainly on this page: mattresses carry 5 years (60 months), except the Quasar range at 1 year (12 months); beds, bed bases, frames, headboards, bedroom furniture, and kids beds carry 1 year (12 months); pillows are not covered. Some retailers extend cover at their own cost, so ask your stockist what applies to the model you are considering.

How long should a mattress actually last?

A warranty covers manufacturing faults; it is not a promise of lifespan. Independent guidance, including the Sleep Foundation, suggests most mattresses are best replaced around every 6 to 8 years, for both support and hygiene reasons. With good care, rotating where recommended, using a protector, and airing it regularly, many Dreamland mattresses stay comfortable well beyond their warranty period.

Does the Consumer Guarantees Act still apply?

Yes. Your rights under the Consumer Guarantees Act 1993 sit alongside the manufacturer warranty, cannot be excluded, and continue to apply after the warranty period ends. They include guarantees of acceptable quality, fitness for purpose, and reasonable durability, through the retailer who sold you the product.

Support

Warranty, honestly

A Dreamland warranty is our promise that the product we made is free from manufacturing faults under normal household use. This page states the exact terms for every category, how a claim works, and the New Zealand Consumer Guarantees Act rights that sit alongside the warranty and continue after it ends.

The terms, stated plainly

The manufacturer warranty below is issued to the retailer. Your purchase contract, and your first point of contact for any claim, is the retailer you bought from. Some retailers extend cover at their own cost, so it is worth asking your stockist what applies to your model.

Category	Manufacturer warranty
Mattresses	5 years (60 months) Except the Quasar range, which carries 1 year (12 months).
Beds, bed bases and frames	1 year (12 months)
Headboards	1 year (12 months)
Bedroom furniture	1 year (12 months)
Kids beds and bunks	1 year (12 months) Plus AS/NZS 4220 safety compliance for the lifetime of the product.
Pillows	Not covered by a manufacturer warranty Pillows are a hygiene category. Your Consumer Guarantees Act rights still apply through your retailer.

A warranty covers manufacturing faults. It is not a promise of how long a mattress stays comfortable or hygienic: independent guidance suggests most mattresses are best replaced around every 6 to 8 years, whatever the warranty says. Watch the bed, not the calendar.

How a warranty claim works

If something is not right with your Dreamland product, here is the path your claim takes. We have designed this workflow so you get a faster local response and your replacement is delivered through someone close to you, which matters especially if you live outside Auckland.

You contact the retailer who sold you the product. Keep your receipt handy.
Your retailer inspects and evaluates. They are trained to recognise manufacturing faults and to distinguish them from normal wear, comfort preference, or damage from misuse.
If your claim qualifies, the retailer sends the details to Dreamland with the production tag, date of purchase, and clear photos of the fault.
We double check the claim against our warranty terms.
If the claim is approved, we send a replacement product to your retailer.
Your retailer delivers the replacement to you and takes care of the original product.

Our typical timing: when a retailer sends us a complete claim with the production tag, date of purchase, and clear photos of the fault, we respond within 3 to 5 working days. If the claim needs further investigation we work with your retailer on the next steps. If the exact replacement is no longer in our range we let your retailer know quickly and substitute a product of equal or higher value and quality.

Why we work this way: Dreamland stands behind every claim that meets our warranty terms. We work through retailers because they are closer to you, can inspect faults quickly, and can deliver your replacement faster, particularly outside Auckland where we are based.

Your rights under New Zealand consumer law

Whatever the warranty term above says, your rights under the New Zealand Consumer Guarantees Act 1993 sit alongside this manufacturer warranty and cannot be excluded by us or by the retailer who sold you the product.

Under the Consumer Guarantees Act, the products we make must be of acceptable quality, fit for their intended purpose, match their description, and last for a reasonable amount of time given the product and the price. If a product fails any of these guarantees, you have a right to a remedy. For a substantial failure, you have a right to reject the product and choose between refund or replacement. For other failures, the supplier (your retailer) has a reasonable time to repair, replace, or refund.

These rights continue to apply after our manufacturer warranty period ends. Our team and our retailers respect these rights in full. For more information, see Consumer Protection NZ on the Consumer Guarantees Act (opens in a new tab).

What is covered, and what is not

Mattresses

Within the warranty period (5 years, or 1 year on the Quasar range), we cover coils or wires that become loose, broken, or protrude through the fabric during normal use, and manufacturing faults in materials or workmanship that affect support, structure, or the sleeping surface.

What we do not cover:

Transportation costs associated with a warranty claim
Fabric issues including soiling, staining, pilling, or burning
Body impressions up to 35mm deep (see below)
Comfort preference: a mattress that feels different from what you expected is not a fault
Damage from an incorrect bed base: timber slats more than 70mm apart, slats less than 35mm thick on a double, queen, or king without a centre rail, a padded box base with fewer than seven legs or castors, or a platform bed without ventilation holes
Misuse or abuse: bending, folding, jumping on, or standing on the mattress
Handle misuse: handles position the mattress on the base, they do not carry its weight
New bed odour, which fades naturally over the first few weeks
Damage from not following the care guidance on our Care instructions page

Body impressions, explained: body impressions are a normal part of how a mattress wears in. As the comfort layers settle to your body shape, you will see some softening and visible impressions. Impressions of up to 35mm deep are considered a normal, reasonable level of dipping and are not covered by warranty. If impressions exceed 35mm and the cause is faulty workmanship or materials, the claim may qualify for replacement. Impressions caused by an unsupportive base, comfort preference, or misuse are not covered regardless of depth. Rotating your mattress regularly helps even impressions out.

Beds, headboards, and bedroom furniture

Within the 1 year period we cover structural elements (frame, joinery, drawer carcasses, runners, hinges, slides, leg attachments, centre supports), upholstery elements (seam failure, fabric tearing under normal use, dye transfer), and hardware, against manufacturing defects in materials and workmanship. This warranty applies to original purchasers and household use; commercial, rental, hospitality, and home staging use are not covered under this consumer warranty.

What we do not cover:

Normal wear and tear, including marks, dents, scratches, fabric pilling, and softening of upholstery foam
Natural variations in timber: knots, stress marks, and colour variation are characteristics of solid timber, not defects
Climate movement: expansion, contraction, minor warping, and surface crazing in response to New Zealand humidity and temperature change
Moisture damage on MDF or engineered substrates: keep furniture in dry conditions and wipe spills immediately
Damage from incorrect use, neglect, misuse, customer transportation, accidents, or events like flood, fire, or earthquake
Fading or colour change from direct sunlight
Indirect or consequential loss, including loss of use or replacement labour
Repairs not completed or pre approved by Dreamland

Kids beds and bunks

Kids beds and bunks carry the same 1 year warranty as the rest of the bed and furniture range, with two product specific commitments. First, our kids beds and bunks are designed to meet AS/NZS 4220, the Australian and New Zealand safety standard, and this commitment applies for the lifetime of the product, not just the warranty period. Second, hardware retightening is a warranty prerequisite: bunks and kids beds need a bolt and bracket check every 3 months, and damage caused by missed retightening is not covered.

Pillows

Dreamland pillows are not covered by a manufacturer warranty. Pillows are a hygiene category and are subject to normal wear and personal use factors that make manufacturer warranty cover impractical. Your Consumer Guarantees Act rights to acceptable quality continue to apply through your retailer.

What to gather before claiming

Before contacting your retailer, have these ready. Your retailer needs them to submit a qualifying claim to us.

Proof of purchase: your original receipt or invoice with the date and the retailer name. Your warranty is invalid without it.
Production tag or batch number: on a mattress this is a printed tag attached to the mattress (do not remove it). On furniture it is generally on the back of or underneath the item.
Photos showing the fault clearly: 2 to 4 photos at different angles, including a wide shot of the whole product and close ups of the fault. For body impressions, include a tape measure in the frame.
A description of the issue: when you first noticed it, how it affects use, and what has changed.

Warranty questions, answered

Who handles a warranty claim?: Your first point of contact is always the retailer you bought from, since your purchase contract is with them. They inspect first, then send qualifying claims to Dreamland with the production tag, proof of purchase, and photos. We respond to complete, clear claims within 3 to 5 working days.
What does the warranty cover?: Manufacturing faults and defects for the term that applies to that category: faulty workmanship, broken or protruding coils, and abnormal sagging beyond the 35mm body impression threshold on mattresses. Normal wear, comfort preference changes, accidental damage, and misuse are not covered. Your Consumer Guarantees Act 1993 rights apply regardless.
Do warranty periods differ across the range?: Yes, and the terms are stated plainly on this page: mattresses carry 5 years (60 months), except the Quasar range at 1 year (12 months); beds, bed bases, frames, headboards, bedroom furniture, and kids beds carry 1 year (12 months); pillows are not covered. Some retailers extend cover at their own cost, so ask your stockist what applies to the model you are considering.
How long should a mattress actually last?: A warranty covers manufacturing faults; it is not a promise of lifespan. Independent guidance, including the Sleep Foundation, suggests most mattresses are best replaced around every 6 to 8 years, for both support and hygiene reasons. With good care, rotating where recommended, using a protector, and airing it regularly, many Dreamland mattresses stay comfortable well beyond their warranty period.
Does the Consumer Guarantees Act still apply?: Yes. Your rights under the Consumer Guarantees Act 1993 sit alongside the manufacturer warranty, cannot be excluded, and continue to apply after the warranty period ends. They include guarantees of acceptable quality, fitness for purpose, and reasonable durability, through the retailer who sold you the product.

For trade and stockists

Trade customers do not use this consumer warranty page for claims. Submit warranty claims through your B2B portal, or contact your Dreamland account contact for portal access or claim escalation. New to Dreamland? See Become a stockist.

Caring for the product protects the cover: the full guidance is on the Care instructions page.