A Dreamland warranty is our promise that the mattress, bed, headboard, or bedroom furniture we made will be free from manufacturing faults under normal household use. We do not sell direct to consumers, but we stand behind every product we make through our retail partners across New Zealand. Here is exactly how warranty works, what we cover, and your rights under New Zealand consumer law.
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.
Step 1. You contact the retailer who sold you the product. Keep your receipt and warranty card handy.
Step 2. 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.
Step 3. If your claim qualifies, the retailer sends the details to Dreamland with the production tag, date of purchase, and clear photos of the fault.
Step 4. We double check the claim against our warranty terms.
Step 5. If the claim is approved, we send a replacement product to your retailer.
Step 6. Your retailer delivers the replacement to you and takes care of the original product (disposal or donation).
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 makes every product, designs every layer, and 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 period below 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 the description on the product page or in store, 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 (the product is unsafe, significantly different from its description, or the fault cannot be remedied), 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. A reasonable durability period depends on the product, the price, and what a reasonable consumer would expect. Our team at Dreamland and our retailers respect these rights in full.
For more information on your rights, see Consumer Protection NZ on the Consumer Guarantees Act.
Warranty by product
Mattresses
Warranty period: varies by range, please refer to your retailer for the specific period that applies to your product.
We make mattresses across several ranges, and the warranty period that applies depends on which mattress you bought and which retailer you bought it from. Some retailers also offer their own extended warranty cover on top of ours. Your retailer will confirm the exact period and what it covers.
What we cover (within the applicable warranty period):
- Coils or wires that become loose or broken during normal use
- Coils or wires that protrude or tear through the fabric during normal use
- Manufacturing faults in materials or workmanship that affect support, structure, or sleeping surface
What we do not cover:
These exclusions apply to our manufacturer warranty. Your separate rights under the Consumer Guarantees Act 1993 continue to apply through your retailer regardless of these exclusions.
- Transportation costs associated with a warranty claim
- Fabric issues including soiling, staining, pilling, or burning
- Body impressions up to 35mm deep. See the dedicated section below.
- Comfort preference. Choosing a mattress that turns out to feel different from what you expected is not a fault.
- Incorrect bed base support. If the base is not appropriate for the mattress (timber slats more than 70mm apart, slats less than 35mm thick on a queen or king, padded box base with fewer than seven legs or castors, or a platform bed without ventilation holes), the mattress damage that results is not covered.
- Misuse or abuse. Bending, folding, jumping on, or standing on the mattress will damage it and is not covered.
- Mattress height tolerance. Mattresses are not precision cut like timber. Comfort layers settle naturally during compression, shipping, and the first weeks of use. The advertised height for any Dreamland mattress is approximate, typically within 2cm of the marketed measurement. Variations within this tolerance are normal and not a manufacturing fault.
- Handle misuse. Mattress handles are designed to help you position the mattress on the base, not to lift or carry the mattress.
- New bed odour, which fades naturally over the first few weeks
- Failure to follow our care guidance. See Care Instructions for the full guidance on rotation, base support, mattress protector use, and cleaning.
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 bed base, incorrect slat positioning, comfort preference, or misuse (bending, folding, jumping, or standing on the mattress) are not covered by warranty regardless of depth.
Rotating your mattress regularly helps even out impressions over its lifespan. See our Care Instructions for the recommended rotation schedule.
Beds, headboards, and bedroom furniture
Warranty period: 1 year from invoice date.
Dreamland beds, headboards, bed bases, and bedroom furniture are quality imports, sourced to fit New Zealand homes. We warrant against manufacturing defects in materials and workmanship for 1 year from invoice date. New Zealand Consumer Guarantees Act 1993 rights to acceptable quality and reasonable durability sit alongside this warranty and continue to apply after the 1 year period.
This warranty applies to original purchasers and to household use. Commercial, rental, hospitality, and home staging use are not covered under this consumer warranty. Trade customers refer to your B2B portal terms.
What we cover (within the 1 year period):
- Structural elements: frame, joinery, drawer carcasses, drawer runners, hinges, slides, leg attachments, and centre supports against manufacturing defects in materials and workmanship.
- Upholstery elements: fabric panels, drawer linings, leatherette accents on headboards, and upholstered bed bases against manufacturing defects such as seam failure, fabric tearing under normal use, and dye transfer.
- Hardware: bolts, screws, brackets, and fixings against manufacturing defects.
What we do not cover:
These exclusions apply to our manufacturer warranty. Your separate rights under the Consumer Guarantees Act 1993 continue to apply through your retailer regardless of these exclusions.
- Normal wear and tear, including marks, dents, scratches, fabric pilling, and softening of upholstery foam
- Natural variations in timber: knots, stress marks, ingrown bark, and colour variation are characteristics of solid timber and engineered substrates, not defects.
- Climate and environmental movement: mild expansion, contraction, and surface crazing in response to New Zealand climate (humidity and temperature change) are natural characteristics of solid timber and are not covered. Significant warping that affects function (drawer alignment, door fit, panel flatness for use) may still qualify as a manufacturing defect or fall under your Consumer Guarantees Act rights for acceptable quality.
- Moisture damage on MDF or engineered substrates. Where our products use MDF or engineered timber components (carcasses, back panels, drawer bottoms, veneered surfaces over engineered cores), these are sensitive to moisture. Keep furniture in dry conditions and wipe spills immediately. Swelling or warping caused by moisture exposure is not covered.
- Damage from incorrect use, neglect, misuse, transportation by the customer, accidents, or acts of God (flood, fire, earthquake)
- Fading or colour change from direct sunlight exposure
- Damage from incorrect base or slat positioning, including bed frames overloaded by a mattress incompatible with the slat spec
- Indirect or consequential loss, including loss of use, accommodation costs, or replacement labour
- Failure to follow our care guidance may affect warranty cover. See Care Instructions for the full guidance on cleaning, polishing, environmental placement, and handling.
- Repairs not approved by Dreamland. Repairs must be completed or pre approved by us. Unapproved repairs may void warranty cover.
Kids beds and bunks
Warranty period: 1 year from invoice date.
Kids beds and bunks carry the same 1 year warranty as the rest of our bed and furniture range, with two product specific commitments:
- Safety standard compliance: our kids beds and bunks are tested to AS/NZS 4220, the Australian and New Zealand safety standard for cots and bunks, with third party test certification held on file. This commitment applies for the lifetime of the product, not just the warranty period.
- Hardware retightening as a warranty prerequisite: bunks and growing kids beds need periodic bolt and bracket retightening as part of normal use. We recommend checking and retightening every 3 months. Damage caused by missed retightening schedules is not covered.
All exclusions in the Beds, headboards, and bedroom furniture section above also apply to kids beds and bunks.
These exclusions apply to our manufacturer warranty. Your separate rights under the Consumer Guarantees Act 1993 continue to apply through your retailer regardless of these exclusions.
Pillows
Warranty period: not covered.
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 rights under the Consumer Guarantees Act 1993 for acceptable quality, including reasonable durability after purchase, continue to apply through the retailer who sold you the pillow.
Common reasons a claim is not approved
Most warranty claims we receive are straightforward. The ones we cannot approve usually fall into one of these patterns. If you recognise your situation here, your retailer can still help you understand what is happening and whether anything can be done.
Body impressions under the 35mm threshold, on a mattress, are normal compression of the comfort layers as they conform to your body. This is the mattress working as designed, not a fault. Rotating regularly evens this out.
Comfort preference change, on a mattress, is not a fault. If a mattress feels too firm, too soft, or different from what you expected after sleeping on it, contact your retailer about their change of mind or comfort exchange policy. Dreamland does not handle consumer comfort exchanges directly.
Wrong base support, on a mattress, causes damage that is not a manufacturing issue. Slats too far apart, slats too thin, padded base with too few legs, platform base without ventilation holes, or a sagging old base will all damage a new mattress.
Natural timber variation, on furniture, including knots, stress marks, colour variation, and minor seasonal movement, is a characteristic of solid timber and is not a defect.
Moisture damage on MDF, on furniture, including swelling at the base or back panel, is the result of moisture exposure and is not covered. Keep furniture in dry conditions.
Missed care or maintenance can void warranty cover. Our care guidance for mattresses (rotation schedule, base support, protector use), beds and furniture (cleaning, environment, hardware checks), and kids beds and bunks (bolt retightening) is on the Care Instructions page.
Removed labels on a mattress invalidate manufacturer warranty cover. Production tags carry the model name and batch number we need to identify the product and process the claim. Please keep all labels intact. Your separate rights under the Consumer Guarantees Act 1993 continue to apply through your retailer regardless.
No proof of purchase. Without a receipt confirming the date and place of purchase, we cannot verify the warranty period or eligibility under our manufacturer warranty.
What to gather before claiming
Before contacting your retailer, please have these items ready. Your retailer will need them to submit a qualifying claim to us.
- Proof of purchase: your original receipt or invoice with the date and the retailer name. Your manufacturer 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). On furniture, this 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 showing the whole product and close ups of the specific fault. Where relevant, include a measurement (a tape measure in the frame for body impressions).
- Description of the issue: when did you first notice the fault, how does it affect use, and what has changed.
- Your warranty card if you have one. The card is not required for claim eligibility but helps with product identification.
For trade and stockists
Trade customers do not use this consumer warranty page for claims. Submit your warranty claims through your B2B portal. If you need help with portal access or claim escalation, contact your Dreamland account contact directly.
