We will exchange free of charge any product that is faulty, please ensure you thoroughly check the goods before signing for them, in he unlikely event they are damaged on delivery please refuse the goods, we will in turn dispatch another item as soon as possible. Please note that if you wish to return a purchased mattress that is not faulty – then it must be returned to us unopened and in a re-salable condition and by using your own courier service. To accept a return item, we need to be notified in writing within 14 days. Unfortunately we cannot accept refunds or exchanges on any items that have been unpacked, used or slept on, unless they are faulty.
In the unlikely event you do have a warranty claim we request a photograph of the fault to forward to the manufacturers who can then authorise immediate action on your warranty claim.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Please note made to order products cannot be refunded in full after they have been manufactured, a 50% cancellation fee will be applicable.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Returning Unwanted Items
If you need to return something, please preserve the original packaging. Unfortunately, we are unable to refund or accept returns without the original packaging.
PLEASE NOTE: We cannot refund or return any unsealed mattress or mattress topper unless it is defective for hygienic reasons. If you desire to return undesirable items, you may be charged a 50% cancellation fee per purchase and a £30.00 collection fee per item. This fee will be subtracted from any refunds issued. Large goods transportation is costly, and we politely urge that consumer be informed of these potential expenses before purchase.
You will have 14 working days after receiving your products to decide whether to keep your ordered things or return them to us for a refund or exchange. This satisfies all an online retailer’s legal duties to customers under the European Distance Selling Directive (which is codified in UK law as the Consumer Protection (Distance Selling) Regulations 2000). Our clients have an unequivocal right to cancel purchases within 14 working days after delivery, without having to provide us a reason, according to the rules.
If you desire to return undesirable items, you may be charged a 50% cancellation fee per purchase and a £30.00 collection fee per item. This fee will be subtracted from any refunds issued. Large goods transportation is costly, and we politely urge that consumer be informed of these potential expenses before purchase.
If you wish to cancel your order before it is delivered and it has been more than 24 hours after you placed it, you will be charged £30.00 plus 20% of the order value, as well as a delivery cancellation charge of £35.00 if a delivery notice has been received. Please note for made to order product this will increase to 50%.
PLEASE NOTE: Refunds will only be granted if the products are still in their original packaging and in resalable condition. Within 14 working days of receiving the returned item/s back to us, we will credit your payment card with the net refund (after deducting any cancellation fees or collection costs).