Refund policy
CANCELLATION
You can cancel your order and request a refund from the moment you place your order until 14 days from the date of delivery of the goods (or if your order contains a number of items that are delivered separately, from receipt of the last item).
We will refund the cost of the goods including the standard delivery charge once the correct item(s) have been received by us. We may make a deduction from the amount refunded to you if the goods have been used, parts are missing or the goods or their packaging has been damaged. You will need to pay postage costs for returning a product. See return costs below.
If you wish to cancel your order please follow our returns procedure below.
CHANGE OF MIND
We hope you’re happy with your purchase, however, if you decide it isn’t right for you, you can return or exchange unwanted items within 28 days of purchase as long as it meets our terms and conditions explained on this page.
By original condition, we mean:
• You’ve kept all original packaging and labels in good condition and the product can be resold at full price.
• You haven’t used the product.
• The product contains no personal data and isn’t registered to a user.
Delivery charges are not refunded under our Change of Mind policy. Delivery charges for products will only be refunded where the whole order is damaged or faulty (or where the statutory 14 day cancellation period applies) – see cancellation rights section for more information.
ITEMS WHICH CAN'T BE RETURNED
For health and hygiene reasons we are unable to offer refunds on the following items unless they are returned sealed and unopened in their original packaging and, if the item has a hygiene or security seal, with that seal intact:
• Mattress toppers
• Mattress and bedding protectors
• Duvets and duvet covers
• Pillows and pillowcases
• Throws & Blankets
• Mattresses
• Bedsheets
EXCHANGES
Unfortunately we do not offer exchanges.
HOW TO RETURN
To return your item(s), you can do so by:
• Filling a self-serve return through your account - Click Here
• Contacting our customer service team.
Be sure to include your order number in the subject of the email and explain the reason for the return.
If you return products which are outside our returns policy we’re unable to process a refund or exchange.
RETURNS COST
• Small items up to 5KG - £5.00 return cost
• Items up to 15KG - £7.00 return cost
• Large items that need to be collected from you are free to return if they’re damaged or faulty. If not, we will charge a £20.00 collection fee.
When you return a product for reasons other than faulty or damaged, you will incur the return cost which we will deduct from your final refund.
Customer Service will email the return information and instructions on how to return products.
HOW YOU’LL BE REFUNDED
You’ll receive a refund within 14 days of returning the item to the same payment method you used. For items bought with gift cards, we’ll send an e-gift card to the email address used to make the purchase.
Once your items have been received and returned into stock, according to our refund policy, your refund will be processed into your bank account within 10 working days.
RETURNING FAULTY ITEMS
If your product develops a manufacturing fault within 28 days of purchase, please contact us and we will exchange or refund it for free. Please disable any security features and remove your personal data.
After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.
RETURNING GIFTS
If you send the item back to us we will send the refund through to the person who made the original purchase, using the card or payment method they used.
REFUNDS FOR PURCHASES MADE WITH A PROMO CODE
If you bought items with a promo code and returned one or some of these, we’ll deduct a percentage of the promotion value from your refund. This is part of the terms and conditions of our offers.
ISSUES WITH YOUR RETURN
You should receive your refund for returns within 14 days of returning the item.
It can take up to seven days for it to reach our returns centre. Then, we check and process your return, which can take up to two days. We’ll then send you an email to confirm it’s been processed, and your refund should be in your account within ten days.
If you haven’t received your refund within 14 days of sending it, please contact us.