Warranty

This Warranty & Product Assurance Policy (“Warranty”) applies to all products supplied by Alchemy Plus and should be read in conjunction with your rights under applicable New Zealand consumer law.

1. Warranty Coverage 

Alchemy Plus warrants that its products will be free from manufacturing defects in materials and workmanship for a period of 12 months from the date of delivery (“Warranty Period”), when used under normal residential conditions and in accordance with product instructions.

For the purposes of this Warranty, a “manufacturing defect” refers to a fault arising from the production process that materially affects the structural integrity or intended function of the product.

2. Remedies 

Where a valid manufacturing defect is confirmed within the Warranty Period, Alchemy Plus reserves the right, at its sole discretion, to:

• Repair the product; or 
• Replace the defective part or product; or 
• Provide a partial or full refund, where repair or replacement is not reasonably practicable 

Remedies will be determined based on the nature of the defect, product availability, and reasonable commercial considerations.

3. Exclusions 

This Warranty does not apply to:

• Normal wear and tear, including cosmetic changes such as scratches, dents, fabric softening, or surface marks 
• Damage resulting from misuse, abuse, impact, incorrect assembly, modification, or improper storage 
• Use outside normal residential conditions, including commercial or rental use 
• Variations inherent in natural materials (including timber grain, colour, texture, or minor dimensional variation) 
• Changes caused by environmental conditions, including exposure to sunlight, humidity, heat, or moisture 
• Failure to follow reasonable care and maintenance practices 

4. Mattress Comfort & Indentation 

Mattresses are subject to normal settling and compression through regular use. Body impressions, including those commonly associated with pillow-top designs, are a natural characteristic of the product and do not constitute a manufacturing defect. Changes in comfort preference or feel are not covered under this Warranty.

5. Delivery-Related Issues 

Any damage, defect, or discrepancy present at the time of delivery must be reported in writing within 2 business days of receipt. Claims made after this period will be assessed under this Warranty and may not be eligible for remedies relating to delivery or handling.

6. Customer Obligations 

To be eligible for a claim under this Warranty, the customer must:

• Provide valid proof of purchase  or order number
• Notify Alchemy Plus within a reasonable timeframe of discovering the issue 
• Supply clear photographic or video evidence of the alleged defect 
• Allow reasonable opportunity for inspection, including remote or in-person assessment where required 

Failure to meet these requirements may result in the claim being declined.

7. Care and Maintenance 

Products must be used and maintained in accordance with provided instructions and general care standards. Improper care or use that contributes to the issue will void this Warranty to the extent permitted by law.

8. Limitation of Liability 

To the maximum extent permitted by law, Alchemy Plus’s liability under this Warranty is limited to the remedies outlined above. Alchemy Plus shall not be liable for any indirect, incidental, or consequential loss or damage arising from the use or inability to use the product.

9. Consumer Guarantees Act 

Nothing in this Warranty is intended to limit or exclude your rights under the Consumer Guarantees Act 1993. Where the Act applies, remedies will be provided in accordance with statutory obligations.

10. Claims Process 

All warranty claims must be submitted to Alchemy Plus with supporting documentation. Alchemy Plus aims to respond within 2–3 business days; however, resolution timeframes may vary depending on the nature of the claim and assessment requirements.

By purchasing from Alchemy Plus, you acknowledge and agree to the terms set out in this Warranty.