We are unable to accept returns without a Returns Authorisation Number (RAN). Please follow the steps below to obtain a RAN before sending us your item(s). We require these in order to be able to identify which returned item belongs to you and why they are being returned.
"I don't want my purchase" - Refunds
You are entitled to return any purchase within 14 working days from your order delivery date. The intention is to put you in the same position as would be the case if you bought the product from a store which means you can inspect the product and return it unused. In such circumstances we will refund the price paid excluding the shipping cost, and you must pay the cost of return. For large or heavy items we can arrange courier collection and the cost of that collection will be deducted from your refund. Please note, we may also reduce the value of your refund if the product is not returned in "as new" and pristine condition.
In cases where the reason for returning your goods is due to an incorrect order or dissatisfaction from the Customer, the Customer will be charged a return fee at a minimum of £50. This cost may vary depending on the individual product & service used for collection. Due to the nature of mattresses & their intimate nature, we do not accept returns on mattresses.
Premium delivery costs are non-refundable.
"I don't want my purchase" - Exchanges
Within 30 days of the date you received the item(s), we will also take products back in exchange for other products of similar or greater value. The products must be unused and returned in "as new" condition, preferably in the original packaging. The cost of shipping will be your responsibility. Please note that this is an exchange policy and cash refunds will not be given. We can apply the value of the Credit to your account for later use or you can request we transfer the credit to any of our other websites. Please also note that an administration fee of £3.95 will apply when returning goods for exchange outside of the 14-day period. These terms do not affect your statutory rights in the event of faulty goods.
"My product is faulty"
We will exchange or repair a product which develops a defect within the first 12 months after the date you received it. After 6 months and within the warranty period, we will arrange for repair or replacement depending on the inspection result. The replacement may be for a product of similar value or specification but not necessarily the same brand.
You must ensure returned goods are suitably packaged to avoid damage in transit as we will not accept responsibility for any such damage that occurs. This does not affect your statutory rights.
Please do not state products are faulty when requesting returns unless there is a genuine fault, as you will have to pay all shipping costs both ways.
How to Request a Return
To request a return, email us at firstname.lastname@example.org ; make sure to include your name, order number, the product description and the reason for return.
Once your return is authorised we will provide you with an email including all of the information you need to get your return back to us.
We do not accept returns without a Returns Authorisation Number. Please follow the steps above to obtain a RAN before sending us your item(s). We cannot accept responsibility for Returns until they arrive safely in our warehouse therefore you may wish to insure the product however this is at your cost.
It may take up to 14 days from receipt in our warehouse for each individual return to be processed. Please let us have any tabs, labels and accessories alongside your product, and please package it all securely. If you’re returning an item because you’ve changed your mind, there may be a deduction from your refund if it has been damaged, opened more than necessary to check it’s working, or used more than reasonably expected.
Once repair or replacement has taken place, we will endeavour to deliver your product back to you. If delivery is unsuccessful and returned to us, we will hold this product for 3 months from date of return. After this period, the item may be destroyed.