FAQs | Hypnos Beds

Hypnos handcrafts sustainably designed and supremely comfortable mattresses and beds for homes, hotels and palaces. Before early 2023, Hypnos Contract Beds – Hypnos' specialist hotel division – made mattresses and beds for all Premier Inn hotels and also operated an online bed shop service for guests.

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I have a problem with the Premier Inn bed I purchased from Hypnos, what do I do?

Your bed comes with a five-year guarantee from Hypnos. This is a five-year guarantee against manufacturing faults, and the guarantee started on the day your mattress or bed was delivered. 

Hypnos’ guarantee is to rectify or replace your mattress or bed.

To register any problem, you’ll need to report the problem directly to the Hypnos Contract Beds customer service team by email, including supporting photographs to illustrate your concern. You’ll need to provide proof of purchase, including your unique order reference number and date of purchase, plus a full description of the problem. 

Depending on the nature of the problem, Hypnos may organise for an independent third-party inspection company to visit your home and carry out a full review. If the mattress or bed is found to have a manufacturing defect, then Hypnos will provide a new, equivalent product and remove the old product. 

The cost of any remedial action will be borne by Hypnos for up to five years from the delivery date, including transport costs to any UK mainland or Northern Ireland address. 

Please don’t contact Premier Inn, as Premier Inn is not responsible for the manufacturing, sale or supply of the mattress or bed.

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When will the guarantee cease to apply?

The guarantee will cease to apply when the delivery date of the mattress or bed is older than five years, or if Hypnos finds that during the guarantee period any one of the following has occurred:

  1. The product is found to have been mistreated or damaged.
  2. The product has not been maintained in accordance with the care instructions supplied - this includes mattresses not being rotated as recommended.
  3. A new mattress has been used with an existing, damaged divan base that is deemed to be of unsuitable quality.
  4. The mattress has been used on a slatted bed frame with slats more than 7.5cm apart.
  5. The product is no longer owned by the original buyer. A guarantee cannot be transferred.

Please note – where a repair has taken place or a replacement bed/mattress has been provided, the guarantee will continue from the original delivery date.

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Contact Hypnos Contract Beds

The Hypnos Contract Beds customer service team can be contacted by phone on 0345 646 1298, or by email at premier@hypnoscontractbeds.com. Calls will be charged at your local rate, and please have your unique order reference number at hand. 

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