Refund and Returns Policy
Our commitment to you
This policy exclusively applies to The Ultra Orthopaedic mattress, The Essentials Orthopaedic mattress, The Elite mattress, and Mattress toppers purchased separately that are not part of a pillow-top mattress model, such as The Dreamer, The Highland, The Heritage, The Duke, and The No2 models. You have 14 days from the delivery date of the product 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.
You are required to ensure that the products are adequately packed for return, and we recommend purchasing a minimum 500g mattress packaging bag and at least two mattress bags. Failure to take reasonable care of the products before their return, resulting in damage or deterioration, will lead us to seek recovery of the reduction in value from any refund due to you.
We will cover 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 due to our wrongdoing. In all other situations, you will be responsible for return or collection costs.
Please note that if you accept the items and report damages after signing the delivery slip, we will not be able to accept a return. Upon receipt of the products, we will notify you and arrange a refund. Please be aware that refunds may take up to 14 days to process. The maximum refund for delivery costs will be the expense of delivery by the least expensive delivery method we offer.
Bed linen products are procured upon your request, and we cannot accept returns or cancellations once an order has been placed. Custom-made bed linen orders are non-returnable. Due to stringent hygiene regulations, we are unable to accept returns of duvets, pillows, throws, flat sheets, fitted sheets, duvet covers, pillowcases, and mattress protectors, except in the case of defects.
Refunds for faulty products will only be issued if the items are returned in their original packaging, unused, and in the same condition as they were sent to you. If returned items are found unpackaged or in a different condition than they were sent, we will not accept the return and will not process a refund or exchange. You will also be responsible for the shipping costs associated with returning these items to you. Your statutory rights remain 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.