5-Sided & Total Encasement Mattress Protectors with 10 Year Limited Warranty

Available with all of our 5-Sided and Total Encasement Mattress Protectors, including OmniGuard® Advanced™, PureCare® Antibacterial Silver, PureCare® Aromatherapy, PureCare® Celliant® and PureCare® FRíO™ protectors.

What warranties comes with your new protector?

In addition to any statutory rights you may have, Multimaster provides two limited warranties with your Protector, if You are an individual who has purchased the Protector for domestic use (subject to the terms and conditions of the warranty):

What is the Protector Warrant?

If You are an individual who has purchased the Protector for domestic use, the Protector Warranty will cover Your new Protector against:

What is the term of the Protector Warranty?

The term of the Protector Warranty is 10 years from the date of purchase of the Protector (unless otherwise void in accordance with the terms below).

If You purchase the Protector together with a new Mattress, the term of Your Protector Warranty will be extended, so that it is equal to the term of Your Mattress Warranty. For more information please refer to What is the term of the Mattress Warranty? below.

What services are provided under the Protector Warranty?

If Your Protector has a Manufacturing Defect, or if You cannot remove a Stain from Your Protector using the products or methods recommended by Multimaster, Multimaster will replace your Protector up to three times during the warranty period of the Protector Warranty (in accordance with these terms and conditions).

How do you claim against the Protector Warranty?

To make a claim against the Protector Warranty contact us.  You must contact Multimaster within five (5) business days of noticing the Defect or Stain. Before receiving service under the Warranty your Protector Warranty must be registered with Multimaster, and you must be able to provide proof of purchase.

If a replacement is necessary, a new Protector will be sent to You via courier with a pre-paid courier envelope for return of the Stained or Defective Protector. You must return the Stained or Defective Protector to Multimaster within 30 days of receiving Your replacement Protector. If you fail to do so, Your Protector Warranty may  be void.

Replacement of the Protector is limited to three (3) replacements under the Protector Warranty during the warranty period.

What are your obligations under the Protector Warranty?

Failure to meet these obligations may void Your Protector Warranty.

What are the exclusions to the Protector Warranty?

For a full list of exclusions and limitations refer to the section titled Not Included in the Warranties below.

What is the Mattress Warranty?

If You are an individual who has purchased a new Mattress, for domestic use, together with the Protector, the Mattress Warranty will cover Your new Mattress against:

What is the term of the Mattress Warranty?

What services are provided under the Mattress Warranty?

Stains or damage to your mattress protector. If Your Protector is Damaged (by an accidental cut, rip or tear), or You cannot remove a Stain from Your Protector using the products or methods recommended by Multimaster, Multimaster will replace your Protector up to three times during the warranty period of the Mattress Warranty (in accordance with these terms and conditions). Replacement of the Protector is limited to three (3) replacements in total during the warranty period (this includes replacements under the Protector Warranty).

Stains or damage to your mattress. If, within the period of the Mattress Warranty, Your Mattress ticking is Damaged or it absorbs a Stain through the Protector that cannot be removed using the cleaning methods recommended by Multimaster, Multimaster will arrange for a professional service technician to clean or repair Your Mattress at no charge to You provided You live within the Service Area (as defined below).

If you live outside the Service area You may be required to pay freight or travel costs, or, alternatively, organise delivery of Your Mattress to the nearest service centre or retail store of purchase, to have Your Mattress cleaned or repaired.

You can receive an unlimited number of service calls until the cost, as estimated by Multimaster, to Multimaster of servicing Your Mattress reaches to the original purchase price of the Mattress.

When repairing or replacing mattress ticking, due to variation in colour dye lots and pattern availability, Multimaster may not be able to provide You with an exact match for Your Mattress ticking. Multimaster’s obligation to You in this instance is limited to providing You with a replacement that is as close to the exact colour or pattern match as possible.

Replacement mattress. If the authorised technician cannot remove the Stain on, or repair the Damage to, Your Mattress, Multimaster may offer a replacement for Your Mattress.  If Multimaster elects to offer a replacement mattress, the cost of replacing the Mattress will be covered by Multimaster on a pro rata basis. Multimaster will endeavour to offer a replacement mattress of the same brand and model as Your original Mattress, If this is not possible then the replacement Mattress offered to you will be a similar mattress (in quality and retail value). Multimaster will contribute replacement costs as follows:

How do you claim against the Mattress Warranty?

If, within the warranty period of the Mattress Warranty, your Mattress is Stained or Damaged, contact us. You must contact Multimaster within five (5) business days of noticing the Stain or Damage. Before receiving service under the Warranty your Mattress Warranty must be registered with Multimaster, and you must be able to provide proof of purchase.

Once a claim has been initiated You will first be offered advice on how to remove the Stain. If Your Mattress is Damaged, or the Stain cannot be removed using the products recommended by Multimaster, Multimaster will arrange for a professional service technician to clean or repair Your Mattress at no charge to You. The service call must be arranged within ten (10) business days of contacting Multimaster and Multimaster or one of their service agents must be allowed access to the Mattress in order to perform the necessary work. Failure to arrange this call within ten (10) business days or to allow Multimaster or its service agents access to the Mattress may void the Mattress Warranty.

What are your obligations under the Mattress Warranty?

Failure to meet these obligations may void Your Protector Warranty.

Not included in the warranties

This section sets out exclusions and limitations that limit the Protector Warranty and the Mattress Warranty. It does not affect Your rights under the Consumer Guarantees (defined below).

The Protector Warranty and the Mattress Warranty cover protectors and mattresses when they have been purchased for individuals for domestic use, are being used for their intended purposes and are maintained correctly using the products supplied or recommended by Multimaster.

The Warranties do not cover:

  1. Stains or Damage caused by harsh caustic acids, bleaches, dyes and dye transfer;
  2. multiple or accumulated Stains or Damage;
  3. unidentifiable or unexplainable Stains or Damage;
  4. Damage to the Mattress or Protector caused by burns or ironing;
  5. Stains or Damage that occur while the Mattress is in transit, being relocated (including within Your home) or being turned;
  6. Damage caused by pets or other animals;
  7. Stains or Damage caused by incidents that the Protector could not have been reasonably expected to protect against, including: acts of god, natural disaster, fire, fire damage, damage caused in the commission of a crime, burst pipes, etc.
  8. Stains or Damage caused by deliberate and repetitive acts (including Damage caused by children), mishandling (including damage caused by pulling or dragging the Mattress), abuse or vandalism;
  9. Stains or Damage to the Mattress not resulting from a failure of the Protector;
  10. Stains or Damage that result from using a Protector when it is known to be Damaged or Defective;
  11. Stains or Damage to a Mattress that has been mishandled, abused, neglected or exposed directly or indirectly to the elements (sun, rain, etc);
  12. Stains or Damage to a box spring/foundation, carpet or flooring due to liquid run-off;
  13. Stains caused by ticking that is not colour-fast; and
  14. any loss that is covered under an insurance policy.
  15. Stains or Damage to Protectors or Mattresses used for rental or commercial purposes. The Protector and Mattress Warranties only apply to Protectors and/or Mattresses that You have purchased for personal, domestic or household use. Protectors used for rental or commercial purposes come with a standard 1 year manufacturer’s warranty.

Your Protector and Mattress Warranty will be considered forfeited and You will not be able to claim under the Protector or Mattress Warranty:

  1. in the event of fraud, misrepresentation or dishonesty of any kind by You or Your representative;
  2. if the costs incurred by Multimaster in relation to service requests reach the original purchase price of Your Mattress;
  3. in the event of a replacement.

Service call outs deemed by Multimaster, or the attending technician to not be covered under the Mattress Warranty may be chargeable to You at prevailing commercial rates. If, at Multimaster’s discretion, cleaning or repair is offered in these instances, Multimaster’s total liability is limited to providing You with advice and one callout for cleaning and/or repair to the best possible standard as can be provided by a Multimaster approved technician. Multimaster will discuss this with you before sending out a technician.

Cleaning and care instructions

Follow these cleaning instructions to keep Your Protector clean and sanitised, and to ensure that neither your Protector Warranty or your Mattress Warranty is not void (both the Protector Warranty and Mattress Warranty will be void if you launder or clean the Protector in any manner other than that specified below).

The Protector can be:

We recommend that:

Please remember that both the Protector Warranty and Mattress Warranty will be void if you launder or clean the Protector in any manner other than that specified above. Ironing or dry cleaning your Protector, or using cleaners that contains solvents or bleach compromises the Protector’s waterproofing properties and will void Your Warranty/Warranties. If you are unsure about how to clean your Protector, please contact us for advice.

Privacy

In order to provide You with services under the Limited Warranties, it may be necessary for Multimaster to give information, including information you provide to us which identifies you personally, to other companies. You may obtain access to the information you provide to us by contacting us.

Multimaster may also prepare aggregated statistics or information summaries to describe its services and their popularity to Multimaster's business partners and prospective advertisers or for other lawful purposes. Such information may be disclosed by Multimaster to other companies appointed by it for this purpose.  However, this information will not include information which identifies you personally.

Multimaster may also, from time to time, send you information regarding its range of products. If you do not wish to receive this information please notify Multimaster by calling the customer service number.

Statutory rights

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 reasonably 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.

The consumer guarantees regime applies to the supply of goods or services under the Australian Consumer Law set out in Schedule 2 to the Competition and Consumer Act 2010 (Cth) (Australian Consumer Law), as amended from time to time, or other similar legislation of a state or territory of Australia (for Australian consumers), or the Consumer Guarantees Act 1993 (for New Zealand consumers), (collectively, Consumer Guarantees) and cannot be excluded, restricted or modified by agreement. The Limited Warranties apply in addition to the Consumer Guarantees and do not exclude, restrict or modify the application of any condition, warranty, guarantee, right or remedy conferred by or implied under any provision of any statute where to do so would contravene that statute, or cause any part of this clause to be void.

Apart from any rights You have under the Consumer Guarantees, Multimaster excludes consequential loss of any kind (including, without limitation, loss of use of Your furniture) and (other than expressly provided for in these terms and conditions) all terms, conditions and warranties implied by custom, the general law or statute.

Defined terms

  1. Damage means accidental damage that occurs while the product is being used for its intended purpose and is limited to: cuts, rips and tears. Damaged has a corresponding meaning.  See relevant exclusions above.
  2. Mattress means a new mattress purchased together with a Five Sided Mattress Protector for domestic use.
  3. Manufacturing Defect means an error or flaw that occurred during the manufacturing process and affects the performance of the Five Sided Mattress Protector. Defect/Defects/Defective have a corresponding meaning.
  4. Multimaster means Multimaster Australia Pty Ltd.
  5. Protector means Five Sided Mattress Protector purchased for domestic use.
  6. Service Area means a 150km radius from a designated Multimaster service centre, or retail store of purchase in Australia and New Zealand.
  7. Stain means accidental water, alcohol and oil based stains that occur while the product is being used for its intended purpose and includes stains caused by (please see above relevant exclusions):
    1. Any food or beverage normally consumed by humans or pets;
    2. Human and pet bodily fluids.
  8. You means the original purchaser and Your/Yours has a corresponding meaning.
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Customer Service
Australia: 1300 885 010
New Zealand: 0800 88 789

Office
Phone: +612 8536 9000
Fax: +612 8536 9001