A mattress is expected to hold its shape and support for several years of normal use — visible sagging, a permanent body impression, or broken springs within the first year or two is a common and often successful claim.
Report it to the retailer with photos (ideally with something straight laid across the surface to show the dip). Past 6 months you'll need to show it's premature failure rather than expected wear — a visible permanent indentation well before the mattress's expected lifespan supports this.
No, and in fact not rotating it as the manufacturer instructed can be used against you — keep following the care instructions and keep evidence you did (a reminder note, photos) if the retailer disputes it.
Not legally required for your Consumer Rights Act protection, though hygiene-related returns (not faults) are often refused without one — that's a separate retailer policy, not a statutory rule.
After a failed repair attempt (rare for mattresses) or if repair isn't practical, you can ask for a full refund or a different product, though the retailer may only be obliged to offer money back rather than free choice of any other item.
| Time since purchase | What you can ask for |
|---|---|
| 0–30 days | Full refund |
| 31 days–6 months | Free repair or replacement, then refund |
| 6 months–6 years | Same, but you show the fault is inherent |