Returns & Refunds Policy
Last updated: 1 August 2026
At [BRAND] we would rather you slept well than kept something that doesn't suit you. This policy sets out your legal rights and how to send an item back. Nothing here reduces your statutory rights.
1. Right to cancel (change of mind) — 14 days
Under the Consumer Contracts Regulations 2013 you can cancel your order for any reason within 14 days of receiving the goods. You do not have to give us a reason.
- Tell us you want to cancel within those 14 days by emailing [EMAIL] with your order number.
- You then have a further 14 days to send the items back to us.
- We refund you within 14 days of receiving the goods back, or of receiving proof that you have sent them.
Our 120-night sleep trial on mattresses runs alongside this right and is more generous than it; the statutory 14-day period applies whatever the trial says.
2. Refunds
Your refund covers the item price and the standard delivery cost you originally paid. If you chose an express or timed delivery upgrade, we refund the standard rate rather than the upgrade.
Refunds are made to your original payment method, in the currency you paid in. We do not charge restocking fees on standard cancellations.
3. Return postage
- Change-of-mind returns: you pay the cost of return postage or collection. For mattresses, frames and other bulky items we can arrange a collection and deduct the collection cost from your refund; we will tell you the amount before we book it.
- Faulty or wrong items: we always cover return postage and collection.
4. Condition of returned items
You can handle and inspect items as you would in a shop. If an item's value is reduced by handling beyond what is necessary to check it — for example a frame that has been drilled or a mattress that has been stained — we may deduct that amount from your refund.
5. Exceptions to the 14-day cancellation right
The right to cancel does not apply to:
- Personalised or made-to-measure items, such as non-standard mattress sizes and custom upholstery.
- Sealed hygiene products once the seal has been broken, such as pillows, mattress protectors and toppers.
6. Faulty, damaged, or misdescribed goods
Separately from the above, under the Consumer Rights Act 2015 you have the right to:
- Reject faulty goods for a full refund within 30 days of delivery.
- After 30 days and up to six months, ask for a repair or replacement; if that fails, you can claim a refund.
This applies even to items normally excluded from change-of-mind returns, and we pay return postage for faulty goods.
7. How to return an item
- Email [EMAIL] with your order number and, for a fault, a photograph.
- We confirm the return address, the collection slot where one is needed, and any packing instructions.
- Package the item securely — the original packaging is best for mattresses, which need to be re-rolled or boxed.
- Send it to [LEGAL ADDRESS], or hand it to the collection driver.
- Keep your proof of postage until the refund reaches your account.