Troubleshooting

Most people tend to sleep in the same area of their mattress each night, so over time you may notice visible indentations. These are sometimes referred to as body impressions or comfort signatures.

They occur as the comfort layers respond to your body shape and are considered a normal characteristic of mattress performance.

As a guide:

• Pillow-top mattresses may show impressions up to 40mm
• Non pillow-top mattresses may show impressions up to 25mm

As materials settle in the areas where you sleep, a slightly raised area in the centre of the mattress may also become noticeable, particularly on larger sizes. This is considered fair wear and tear and is not regarded as a fault under the conditions of the mattress guarantee.

To help minimise body impressions, we recommend rotating your mattress end to end:

• Every two weeks during the first four months
• Monthly thereafter

Your mattress performs best when paired with a suitable supportive base.

A.H. Beard timber platform bases provide excellent support and are designed to help prolong the life of your mattress while ensuring a comfortable sleep experience.

In some cases, concerns with comfort or uneven feel may be related to the base rather than the mattress itself, particularly if an older base is being used with a new mattress.

If your base uses flexible posture slats, it’s worth checking that the slats remain correctly curved upward. Over time, some slats can lose their rebound and begin to bow downward, which may reduce the support provided to your mattress.

If you are unsure whether your base is offering the right support, placing your mattress on a flat surface overnight can help you compare the feel. If the issue improves, a new base may need to be considered.

All A.H. Beard mattresses are made to order by our experienced production team.

On rare occasions, there may be minor variations in fabric, quilting or stitching finishes. In most cases, these do not affect the comfort or performance of the mattress.

If you have any concerns, our Customer Care team can assess the issue and determine whether repair or replacement is required.

Yes. Like many new products, your mattress may have a mild scent when first unpacked.

All A.H. Beard mattresses are made using only new materials, and any initial scent is usually from packaging rather than the product itself.

To help it dissipate, we recommend:

• Removing all packaging
• Allowing the mattress to air in a well-ventilated room
• Opening windows or using a fan

The scent typically fades within a few days.

It’s completely normal for a new mattress to feel different to the display model you tested in-store.

Your mattress is made with all new comfort materials and may take 4–6 weeks to adjust to your body.

Store mattresses are often softer over time due to extended testing and display.

Different base types can also affect overall feel, so it’s important to ensure your mattress is supported similarly to the in-store setup.

If, after 4–6 weeks, the feel still seems significantly different, please contact our Customer Care team for assistance.

Our Customer Care team is always happy to assist. You can lodge a claim online or contact us via our Contact Us page and we’ll take care of the rest.

If a castor or leg on your A.H. Beard bed base is damaged or missing, our Customer Care team is here to help.

Depending on the situation, we may be able to assist with a service claim or organise a replacement part.

To help us respond as quickly as possible, please have the following ready when you contact us:

• Proof of purchase or invoice
• Photos of the affected castor or leg

A.H. Beard bed bases are built for long-lasting support, so issues with slats or the timber frame are very uncommon.

If you notice a broken slat or frame component, please get in touch with our team so we can assess the issue and help with the next steps.

Having your invoice and a few clear photos will help us assist you sooner.

If you’re having trouble screwing in a castor or leg, don’t worry — we’re here to support you.

Please contact our Customer Care team and we can guide you through the fitting process or help determine whether a replacement part is needed.

To assist quickly, please include:

• Proof of purchase
• A photo of the fitting area

Our Customer Care team is always happy to assist. You can lodge a claim online or contact us via our Contact Us page and we’ll take care of the rest.

If your adjustable base isn’t operating as expected, a few quick checks may help:

• Ensure the power supply is securely plugged into the wall socket
• Check that the indicator light on the power supply is on
• Confirm all cords are firmly connected to the control box and power supply
• Replace the batteries in your remote using good quality batteries
• Re-sync the remote to the base (instructions are in your user manual)

In many cases, these steps will restore normal operation.

If your remote isn’t responding, it may need to be re-paired with the adjustable base.

Pairing instructions are included in the user manual provided with your product.

If you need further assistance, our Customer Care team is always happy to help.

In the event of a power outage, the adjustable base will stop moving until power is restored.

Some models include an emergency power-down feature. Please refer to your user manual for model-specific guidance.

If your adjustable base is still not functioning after completing the checks above, we recommend lodging a service claim so our team can assist further.

Depending on the issue, a replacement component such as a power supply or remote may be required.

Our Customer Care team will guide you through the next steps.

Our Customer Care team is always happy to assist. You can lodge a claim online or contact us via our Contact Us page and we’ll take care of the rest.

It’s common for a new pillow to feel slightly different to the display model you tried in store.

Display pillows are often unpacked and have been gently compressed through use over time. Your new pillow is fresh from packaging and its comfort layers may feel firmer initially.

We recommend allowing 4–6 weeks for your pillow to settle and adjust with regular use.

If you are purchasing in-store, it can also help to:

• Ask how long the display pillow has been on the floor
• Try the pillow again before finalising your purchase

Comfort is personal, and we’re always here if you need guidance.

Yes. Like many new products, your pillow may have a mild scent when first unpacked.

All A.H. Beard pillows are made using new materials. Any initial scent is typically from packaging and will dissipate with time.

To help this process:

• Remove all packaging
• Allow the pillow to air in a well-ventilated room
• Open windows or use a fan to increase airflow

The scent usually fades within a few days. If you have any ongoing concerns, our Customer Care team will be happy to assist.

Over time, pillows naturally lose their shape and support.

As a general guide, replacing your pillow every 1–2 years helps maintain comfort and proper support.

If your pillow no longer feels supportive or doesn’t return to shape after use, it may be time for a replacement.

To help extend the life of your pillow:

• Use a quality pillow protector
• Follow the care instructions on the product label
• Air your pillow regularly

Care instructions may vary depending on materials, so always refer to the label attached to your product.

Care requirements differ depending on the materials used.

Always check the care label before washing. Some pillows may be suitable for gentle washing, while others are spot clean only.

Using a pillow protector can help reduce the need for cleaning and extend the life of your pillow.

The right pillow should support your head and neck in a natural, neutral position.

Your sleeping position can help guide your choice:

• Side sleepers often prefer a higher profile
• Back sleepers may find a medium profile most comfortable
• Stomach sleepers typically suit a lower profile

If you’re unsure, we recommend speaking with your retailer for personalised guidance.

Our Customer Care team is always happy to assist. You can lodge a claim online or contact us via our Contact Us page and we’ll take care of the rest.

A.H. Beard products come with a manufacturer’s guarantee against defects in materials and workmanship. The duration and conditions of the guarantee vary by product — please refer to the guarantee card included with your purchase or visit our Guarantee page for full details. Our guarantee is in addition to your rights under Australian Consumer Law, which cannot be excluded.

A well-maintained mattress from a reputable manufacturer typically performs well for 8–10 years. Longevity depends on factors including usage, weight distribution, base support, and care. Rotating your mattress regularly and using a quality mattress protector will help extend its life. If you feel your mattress has deteriorated prematurely, please contact our Customer Care team.

Yes — the base your mattress sits on directly affects its performance and longevity. A.H. Beard recommends using a compatible A.H. Beard base or an equivalent solid platform base with proper centre support. Using an unsuitable base — such as one with worn or broken slats — may affect comfort and could impact your guarantee conditions.

Some A.H. Beard mattress models are compatible with adjustable bases, while others are not. Using an incompatible mattress on an adjustable base may affect performance and could void your guarantee. Please check your product documentation or contact our Customer Care team to confirm compatibility before use.

Our Customer Care team is always happy to assist. You can lodge a claim online or contact us via our Contact Us page and we’ll take care of the rest.