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Copyright © 2023 Reborn Products
Website made in Yorkshire with care by Marmalade Digital
Here at Reborn, we pride ourselves on being a trustworthy manufacturer & retailer of high-quality products. For our Reborn re-manufactured products we want to be recognised for our commitment to manufacturing sustainable products that have been made to last longer than when they were first manufactured. And for our other newly manufactured and wholesale products we want to give you the peace of mind that you are covered if you were to find that there was a manufacturing fault with the product that you purchased. For this reason we offer you the very best manufacturing guarantee relevant to the product that you have purchased. Individual guarantee details are listed within each product category.
Here’s some information about our manufacturer’s guarantee:
Unless otherwise stated in the product description, Reborn offers a 12-month guarantee
Please ensure all labels are kept in-tact and not removed, as this may void the warranty. This guarantee covers defects in materials and craftsmanship in the components of a Reborn product during normal domestic use only. In accordance of Reborn Terms and Conditions,and the law.
In the unlikely case where you believe to have identified a manufacturing fault, the product must be subject to the Reborn guarantee and you must report the fault within 30 days from the delivery date. You will have the option to receive a refund for the price of the faulty product and, if applicable, any shipping charges paid for this product. Unless advised otherwise, goods may also eligible for collection. If we confirm that the product has a manufacturing fault and is hence covered by this guarantee, at our sole discretion, we have the right to:
What does the Guarantee cover?
Answer: This guarantee covers defects in materials and craftsmanship in the components of a Reborn product during normal domestic use only. It also covers the deterioration of mattresses. Deterioration that causes the mattress to have a visible indentation or sag equal to or larger than 2.5 inches (6 cm), as long as that indentation or sag has not resulted from use of the mattress on an unsuitable surface. Other acceptable classification of the deterioration of mattresses includes any physical flaw in a mattress that causes the mattress material to split or crack. As long as the mattress has only been used for normal domestic use and has not been handled improperly, the guarantee is still valid. In regards to Reborn Bed frames, divan beds, furniture, etc, the guarantee covers any fault or where the product has been used appropriately in domestic use.
What doesn’t the Guarantee cover/when does it become void?
Answer: The guarantee is void if the product is found to have been mistreated/damaged, this includes; split’s, burns, breakages, spillage and stains.
This also applies if the product has not been maintained/ cared for in accordance with the care instructions advised, including failing to use furniture pads on non carpeted surfaces, the turning of mattresses where applicable, a normal increase of the softness of the mattress or any other use of the product other than for normal domestic purposes.
Our general Terms & Conditions describe what conditions should be met so that the mattress has the tension displayed on the product page. Our product pages describe and display the product as accurately as possible. Please note that the resolution, colour settings and other characteristics of the device where the product page is viewed may cause the product to look slightly different online than it looks in reality.
Unfortunately the guarantee is made void for any product that has been altered. This includes all products, but an example of one being ‘altered’ would be a bed frame with a hole drilled through it.
The guarantee is also void for products sold by a reseller, used by someone other than the owner making a claim, or any product sold “as-is”, “preconditioned”, “reconditioned”, “used”, “returned”, “previously owned”, or any other similar wording indicating that the product is not “new”.
What else is considered mistreatment of a product?
Answer: This includes using a mattress without bed linen, subjecting the product to excessive wear and tear (such as sitting on a mattress edge for a long time), using the incorrect side when sleeping on a ‘Non-Turn’ mattress, using a mattress on an old or unsuitable base (or a surface for which it was not designed), rolling or bending a mattress, improper assembly of a bed frame, divan bed base or headboard causing any part to split or break overloading the drawers in a bed base. Overloading may cause distortion or damage to the drawers and may also cause them to jam. Therefore, mini drawers should not be loaded in excess of 7 kg, and standard drawers – 15 kg.
When does the Guarantee start and finish?
Answer: The guarantee starts on the date of delivery of the product and finishes at the end of the 5th year from that date. All damage must be reported within 24 hours of occurrence. Failure to do so will result in you being unable to claim on your 5 year guarantee.
What do I need to make a claim?
Answer: Most or all of the following are requested to make a claim: images/videos showing the defect, measurement of indentations/sags, weight of product user(s), claimant name and address, order number, full description of complaint, and type of surface the mattress has been used on (if a mattress is claimed to be faulty).
What happens if the product is not covered by the Guarantee?
Answer: If the product is not covered by the guarantee, we will ask you if you would like a replacement product sent to you (at your cost) or if you would like us to handle the disposal of it (at your cost).
We are confident that your Reborn order will go smoothly and you will instantly fall in love with your bed, but sometimes accidents do happen. In the unlikely case that you wish to request a refund or there is something wrong with your order, here's everything you need to know on what to do next:
In the event that your bed or furniture item is damaged, these are important factors to remember:
Because many of our products are delivered flat-packed for self-assembly, there may be an unlikely event in which an item arrives with parts missing. If this is the case, please remember to:
What do I do if my rolled (vacuum packed) mattress arrives damaged?
Answer: If you wish to return a rolled (vacuum packed) mattress, please be sure to conduct the same checks as mentioned above before opening the vacuum packaging. If you notice any damage to the rolled mattress before removing the vacuum packaging then simply refuse the mattress and contact us via email or over the phone. If you have removed the vacuum packaging and then notice damage then you will need to contact us, though there will be different steps needed to be taken to return the mattress; this is due to the specific requirements for the packaging. If these requirements are not followed, a refund will not be authorised.
What do I do if I decide I don’t want my goods before they arrive?
Answer: If you have changed your mind after an order dispatched from Reborn then you must keep in mind that Postage & Packaging charges are not refundable. Unfortunately the cost of returning the item will also be at the buyer’s own expense, though this only applies to non-faulty products.
What do I do if I decide I don’t want my goods once they have arrived?
Answer: If you require Reborn to arrange the collection of goods to be returned, please contact us to see if this is something our carriers can help you with. Should we be able to help in arranging a collection, we will take the payment for the collection first and then refund you for the price of the product(s). (these costs can all be agreed before deciding if you want to return your goods).
Summary
Here at Reborn, we have a dedicated and friendly customer service team who work with various couriers to ensure our delivery service is prompt and reliable.
We want everyone to enjoy the benefits of a Reborn product, and try our best to deliver to all postcodes. Although, there are certain restrictions of postcodes we either are unable to deliver to, or have to charge additional delivery cost for. See below for the Postcode Checker. If your postcode is not on there, don't worry, this means your delivery won't be charged extra. We will deliver to the following postcodes, for an extra charge and to be quoted separately Scotland: KW1-KW14, PH11-PH44, IV1-IV56, PA20-PA39, IV63 Northern Ireland: BT Republic of Ireland: Eire Isle of Wight: PO30 to PO41 We will not deliver to the following postcodes: Scotland: KW15-KW17, PH45-PH50, PA40-PA78 Isle of Arran & Great Cumbrae: KA27 and KA28 Cornwall, Truro: TR21 to TR25 Shetland Islands: ZE Jersey: JE Guernsey: GY Western Isles: HS Isle of Man: IM
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