Customer Support

Welcome to A.H. Beard's customer care section. Here you can register your product, make a guarantee claim, find information about your purchase or get in touch

Ask an A.H. Beard Expert

It's very unusual for a mattress to sag with normal use, if your mattress is experiencing body indentations that are less than 40mm on a pillow-top mattress or 25mm on a non-pillow-top mattress then these are considered body signatures caused by the comfort layers conforming to your natural body contours and are perfectly normal. Deeper body indentations may require further inspection. (See body signatures).

If you are experiencing a bowing in the middle of your mattress ensure that your mattress is correctly supported on a flat even base that is reinforced with a centre rail and centre support leg, this is necessary to ensure complete A.H. Beard guarantee protection.

The slats in your base should be a minimum of 10cm wide and the gaps between no larger than 10cm. If your base support has flexible slats ensure they are convex and correctly supporting your mattress, check periodically that they do not become concave as this can cause sagging and damage your mattress.

Your new A.H. Beard mattress is made with all new comfort materials and may take several weeks for it to be “broken in” as the comfort materials take time to conform to your body’s weight and shape.

Mattresses however are an intimate purchase and for health reasons cannot be changed over for resale so choose wisely because choosing a mattress that you decide is not the right comfort does not constitute a manufacturing fault.

There are many physiological reasons for feeling hot while sleeping such as menopause, overweight, blood pressure, hypothalamus dysfunction etc however, the plusher your mattress the more likely you are to sink into your mattress as the comfort layers conform to the body.

A.H. Beard mattresses utilise AeroComfort materials to assist but if you still experience heat issues begin by using a woollen (‘nature’s air conditioner’) underlay, cotton linen, light weight quilt and reduce room temperature with fans or air conditioning.

Your new A.H. Beard ensemble has many moving parts that will provide a long life of comfort and support if properly cared for, however, if you are experiencing a noise separate the mattress from the base and try and isolate the noise.

A.H. Beards matching base should never be used without a mattress on it to ensure weight is evenly distributed over the base area without point pressure on the slats which could cause damage, carefully check that slats are even and secure and check that the legs and castors are firmly screwed into base. (See base care)

Misuse of your A.H. Beard mattress such as using it as a seat, jumping on it or bending the mattress may cause issues that result in mattress noise and are not covered by the warranty however, if your mattress makes a noise whilst sleeping contact our customer care for assistance.

Still have questions about the performance of your new A.H. Beard mattress or ensemble, give one of our expert customer care staff a call on 1300 654 000 or email serviceteam@ahbeard.com and we'd be happy to discuss your query further.

Taking Care of Your A.H. Beard Bed

When handling your new A.H. Beard mattress make sure you always carry it on its side and do not attempt to carry it on your own. If your mattress has handles do not use these for carrying, mattress handles are provided to assist with the positioning of your mattress on the base and are not load bearing.

Never bend your mattress; this will cause damage to your mattress edge and therefore do not tie to roof racks which may cause your mattress to fold. Similarly do not allow anyone to stand or jump on your mattress as misuse or abuse is not covered by the guarantee.

Rotate your mattress from end to end every month, this will even out the body signatures that develop as the upholstery settles, however, if the centre of the mattress remains unused especially on a king size the settling of the comfort materials will not occur and will feel and look different from your normal sleeping area.

Do not use an old base with your mattress, ensure your base is flat and even with plenty of ventilation for your mattress. If using a slat base or bedframe ensure the slats are secured and no more than 10cm apart and are supported with a centre support rail. Flexible slats should be convex in shape, but can lose their resiliency over time becoming concave causing irreparable damage to the mattress, please check slats regularly as mattress damage caused by inadequate slat support is not covered by the guarantee.

Our A.H. Beard bases are made to provide resilient support for the mattress, however handle your base with care, dropping or misusing your base may cause damage not covered by the guarantee.

Turn your new A.H. Beard base frame on its side and insert the screw of the legs and castor into the holes on the underside of the base and tighten by hand. The legs and castors may come loose with normal use and must be checked periodically as base damage caused by loose legs and castors are not covered by the guarantee.

A mattress protector should be used to protect your A.H. Beard mattress from soiling and vacuumed regularly to remove dust. If your mattress is on a slat base it is advisable to cover the slats with a layer of fabric such as a sheet to protect against discolouration or abrasion from the slats.

Remove surface spills and stains immediately – do not use abrasives and use warm soapy water to spot clean your mattress but do not saturate your mattress and for hard to remove stains we recommend using a reputable cleaning company.

Your A.H. Beard Guarantee Explained

The benefits given by the guarantee set out in this document are in addition to any other rights and remedies you may have under a law in relation to the goods to which the guarantee relates.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

A.H. Beard gives the original purchaser a guarantee for the period as stated on the guarantee card and law tag attached to the product against defects in workmanship and materials.

If during the period of guarantee stated on your law tag attached to the product, beginning from the date of purchase, a defect caused by faulty workmanship or materials appears, A.H. Beard will repair your mattress and base within a reasonable time after receiving your valid guarantee claim.

If the defect appears within the first year of the guarantee period, A.H. Beard will also pay all transportation costs, or reimburse such costs incurred by you where they were authorised by A.H. Beard, in relation to the repair of the base or mattress. If the defect appears after the first year of the guarantee period you will be responsible for paying all transportation costs.

If identical materials are not available at the time A.H. Beard repairs your mattress or base under this guarantee, A.H. Beard reserves the right to substitute materials of comparable quality.

To be entitled to make a claim under your guarantee you must notify us of the defect within 30 days after it has appeared.

You must:

  • Provide us with your full name and address and details of the defect and,
  • Provide us with your original proof of purchase receipt.

You can notify us of the defect and make a claim by contacting A.H. Beard by telephone on 1300 654 000, by sending an email to serviceteam@ahbeard.com, by prepaid letter to A.H. Beard, PO Box 41, Padstow NSW, 2211 or lodging a service claim online.

Unless otherwise stated in this document you will bear the cost of claiming under this guarantee. If you are entitled to claim labour or transportation costs, approved by A.H. Beard before they were incurred, and which directly relate to the repair of the mattress or base, please send your receipt as proof of payment of these costs to A.H. Beard Pty Ltd, PO Box 41 Padstow, NSW 2211 and A.H. Beard will reimburse you the cost incurred.

All mattresses will exhibit body signatures as the mattress upholstery conforms to the body to provide cushioning and comfort. Body signatures up to 40mm on a pillow top mattress and up to 25mm on a non-pillow top mattress is considered a normal occurrence and not a defect covered by this guarantee. Rotating your mattress monthly will help equalise wear and tear.

Bases are provided to offer the necessary support for your mattress. This support lengthens the life of your mattress and will ensure you the most enjoyable sleep experience.

A.H. Beard mattresses can be used on suitable slat base whereby slats are no more than 10 cm apart and have a centre support rail and centre leg support. Flexible slats (convex arching) can lose their resiliency over time becoming concave and should be replaced regularly. Solid panel bases must have holes to allow adequate air circulation and moisture transfer.

This guarantee does not cover:

  • A mattress or base that is not to your comfort preference ie; too firm or too soft
  • A mattress or base that on inspection by A.H. Beard is found to be stained or in an unsanitary condition
  • Bent or broken legs and castors or base damage caused by not having fittings been kept sufficiently tight
  • Mattress damage caused by a sub-standard base where slats are more than 10cm apart
  • Mattress damage caused by defective timber or metal slats
  • Mattress damage caused by a base system that does not provide flat even support
  • Mattress damage caused by a base system that does not provide adequate support in the centre
  • Normal wear and tear or damage caused by mishandling
  • Abuse, misuse or negligence including bending, standing or jumping on the mattress or base

Except as expressly stated this guarantee does not include any right to be reimbursed or compensated for physical or financial injury, loss, damage, expense, time or inconvenience (whether direct or indirect) arising out of the occurrence of the defect in the mattress or base or your inability to use the mattress or base. Any use of this base other than the use for which it was originally intended is not the responsibility of A.H. Beard.

New South Wales
1/35 Bryant Street
Padstow, NSW 2211
Victoria
18 Leo Court
Derrimut, VIC 3030
Queensland
6B/400 Bilsen Rd.
Geebung, QLD 4034
South Australia
838 South Road
Edwardstown, SA 5039
Tasmania
1/25-33 Howard Road
Glenorchy, TAS 7010
Western Australia
13-15 Hazelhurst Street
Kewdale, WA 6105
New Zealand
260 Roscommon Road
Wiri, Auckland, 2104

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