Cloud Nine Matress Warranty

Giarc86

Giarc86

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I wanted to get a few opinions on this to see if my thinking is correct here.

I bought a Cloud Nine matress in February 2023 that became defective and in November 2023 it was replaced with the same model at no cost under guarantee.

More recently in November 2025 the replacement matress also became defective. I was told it can be replaced but with a cost as it has been over the 2 years since the original purchase date and it is now out of its guarantee period. This makes sense.

However what doesn't make sense to me, is that part of the replacement cost is for usage on the mattress, calculated at 2.5 years of use, even though the replacement matress has only had 2 years of usage on it.

Is it odd to be charged for an extra half a year of usage even though the replacement mattress hasn't experienced that usage? If it was still the original mattress that would make sense.
 
Giarc86 said:
I wanted to get a few opinions on this to see if my thinking is correct here.

I bought a Cloud Nine matress in February 2023 that became defective and in November 2023 it was replaced with the same model at no cost under guarantee.

More recently in November 2025 the replacement matress also became defective. I was told it can be replaced but with a cost as it has been over the 2 years since the original purchase date and it is now out of its guarantee period. This makes sense.

However what doesn't make sense to me, is that part of the replacement cost is for usage on the mattress, calculated at 2.5 years of use, even though the replacement matress has only had 2 years of usage on it.

Is it odd to be charged for an extra half a year of usage even though the replacement mattress hasn't experienced that usage? If it was still the original mattress that would make sense.
Click to expand...
The warranty doesn't reset when you get a replacement, the warranty isn't really on the product, it's basically them saying we will assist you with your purchase from us for 2 years, you are now outside of the 2 years.
 
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Giarc86 said:
Is it odd to be charged for an extra half a year of usage even though the replacement mattress hasn't experienced that usage? If it was still the original mattress that would make sense.
Click to expand...

Sure but I probably wouldn't look a gift horse in the mouth. You will be on your third brand new mattress and they're still trying to claw back something to pay for the second one.
 
Soul Assassin said:
The warranty doesn't reset when you get a replacement, the warranty isn't really on the product, it's basically them saying we will assist you with your purchase from us for 2 years, you are now outside of the 2 years.
Click to expand...
I don't have an issue with the warranty, that makes perfect sense. It's more a case of being charged for 2.5 years of usage on an item that has only had 2 years of usage.

I know it won't be seen that way and I will still be paying it. I wanted to see if anyone else also found it odd.
 
Giarc86 said:
I don't have an issue with the warranty, that makes perfect sense. It's more a case of being charged for 2.5 years of usage on an item that has only had 2 years of usage.

I know it won't be seen that way and I will still be paying it. I wanted to see if anyone else also found it odd.
Click to expand...
How does a mattress "become defective" ?

Twice...

That's the only thing I find "odd".
 
Giarc86 said:
I don't have an issue with the warranty, that makes perfect sense. It's more a case of being charged for 2.5 years of usage on an item that has only had 2 years of usage.
Click to expand...

Maybe the rationale is that you are now liable for the usage on the previous mattress(es) as well that were previously replaced at no cost.

It could be just a "mistake" in the way the terms are interpreted or it could be completely intentional as a way to discourage abuse.
 
Sleep on it and it'll be clearer in the morning............
 
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Wrong weight class for use case?

Or how exactly is it becoming defective?

Ive got 4 Cloud 9 mattresses in the house and they are exactly the same as they were on the first day, some over 10 years old now.
 
Just ordered another Cloud nine Queen mattress. It’s replacing one that was 20 + years old. The other 3 year old one is still going strong with no issues.
 
So when I bought my cloud 9 years ago, the sale person recommned I go for higher weight limit. I opted for 120kg, even though at the time I weighed mid to late 90s.

Mattresses is designed for specific weights, cheaper mattresses generally have 80kgs weight limit.

No issues nearly 10 years later.
 
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