FAQ

Q: What does the Jensen guarantee cover? 
A: Jensen beds have a 5 year comprehensive guarantee against manufacturing faults and a 25 year guarantee against frame or spring breakages.  

Q: How firm should my mattress be? 
A:  Recommended tension/weight: 
M = Medium < 80 kg
F = Firm = 80-100 kg
XF = Extra-firm > 100 kg
 

Q: Although I have slept on my new mattress for a while now, my body hurts. Is this normal? 
A:  Experience has shown that the body needs time to adjust to a new bed. It is quite normal for your back to feel tired during the first few weeks. The reason for this is that the muscles and joints have to get used to the support offered by the new bed. This will pass.    

Q: There are indentations in my mattress. Is it normal? 
A:  These indentations are due to surface materials acquiring to the shape of your body. This is normal and does not mean that the mattress springs have lost their springiness.  

Q: I have heard that I must turn my mattress. Is this normal and why do I need to do this? 
A: We recommend that you turn your mattress about 2 to 4 times a year. By turning the mattress you give the mattress filling a chance to recover slightly.  

Q: How should I take care of my mattress topper? 
A:  The removable cover from the topper mattress is washable at 60°C. We recommend that only a small amount of washing powder is used and that the spin cycle is on the low power setting. It should be stretched back into shape whilst damp and hung on a line to dry. When airing/drying, please do not expose the topper cover to heat or direct sunlight, allow instead to dry naturally.   

Q: I washed the mattress topper cover according to the washing instructions but it shrank. What should I do now? 
A: The two-part covers must be taken apart and washed separately. Stretch back into shape whilst damp and hang on a clothes line to dry. Continue to stretch the cover when dry. Put the filling back inside the cover and zip it up. The cover will return to the normal size within a couple of days of normal use.  

Q: My bed creaks, what should I do? 
A: If a bed creaks it is often because the legs have not been sufficiently tightened or the pads on the leg have flattened. Re-tighten the legs after the bed has been used for a while and replace the pads regularly.
If your mattress is in a bed frame it may be the frame that is creaking. Test this by removing the mattress. Adjustable beds may be affected by the humidity and temperature in the room. Connections and bearings therefore need to be oiled every now and again using a silicone spray. 

Q: I cannot get my bed to lift or lower, what should I do? 
A: 1. Check that all the cables and plugs are connected. 
2. Check if there is power in the socket. 
3. If you have had a power cut at home, use the emergency lowering function to lower the bed. 
4. You may need to configure your remote control again. Read the assembly and usage guide.
5. If you have two beds, switch remote controls to make sure you are using the correct one. 
6. Change the batteries in the remote control. 
7. Check if the safety lock is activated. 

Please note: 
Never open motors, electronic components or the remote control yourself. The manufacturer will not accept any liability if the motors, electronic components or remote control are opened by someone other than certified maintenance staff. New components and parts must be purchased from the manufacturer.      

More questions? 
Contact us.