Refund and Returns Policy
Our commitment to you
The following policy applies only to the Elite & Essentials Orthopaedic mattress models and gives you 14 days from the day the mattress is delivered to arrange a return. If you end the contract for any reason after the products have been delivered, you must allow a courier of our choice to collect them from you. In addition, if you are exercising your right to cancel, you must allow us to collect them within 14 days of the date you notify us of your cancellation.
You must ensure that the products are adequately packed to be returned to us. If you fail to take reasonable care of the products before they are returned to us, and this results in damage or deterioration, we will seek to recover the reduction in value from any refund due to you.
We will pay the return or collection costs if the products are faulty, arrive damaged or if you are ending the contract because you have a legal right to do so as a result of something we have done wrong. In all other circumstances (including where you exercise your right to change your mind), you must pay the return or collection costs.
Please note if you accept the items and report damages after you have signed the delivery slip, we will not be able to accept a return.
Once we have received the products, we will inform you and arrange a refund. Please note that refunds may take up to 14 days to process. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.
Bed linen items are ordered in on your request, and we are unable to accept returns or cancellations of these once an order has been placed. Bed linen orders cannot be returned as they are made to order. Due to strict hygiene regulations, we cannot accept the return of duvets, pillows, throws, flat sheets, fitted sheets, duvet covers, pillowcases and mattress protectors. We will only refund these products if they are faulty. Any goods returned due to being faulty or arriving damaged must be in their original packaging, unused and in a condition exactly as they were sent to you. If returns are received out of packages or in a condition that is not how they were sent to you, we will not accept the return and will not process a refund or exchange. You will also be asked to pay the carriage costs associated with returning these items to you. Your statutory rights are unaffected.
Once your item has been collected, returned and inspected for damages, we will process your refund, excluding any delivery fees paid within the original purchase. The money will be returned through your payment method within seven days of the inspection date. We cannot issue refund cheques, and if there are any problems with the refund, e.g. if your card has expired, we will get in touch to arrange a bank transfer. If you have signed up for financing, we will cancel the agreement for you, but please only cancel the direct debit once you have received a notification that the cancellation is complete. Any instalments you have paid up until that point will be refunded within 14 business days. We don’t charge anything for returns, but please note you will not be refunded any delivery charges from your original order.