Hi Steve,

Thanks for getting in touch about Bedruzzz and their returns policy. Returns and guarantees are often the most under-researched part of buying a bed which is why your question is such a good one!

We have advocated for years that part of the bed buying process should always include researching intensively the guarantee, returns process and time limits or proportional warranties applied by different retailers, bed brands and manufacturers. To say that there's a huge void between the best and the worst is apt. Some retailers offer cast-iron guarantees and fuss-free returns processes in cases of any initial comfort period or guarantee.

Others will flat out refuse to let you change, return or raise a defect on any of their mattresses. As soon as it is across the door thats it. There's no comeback. Does that sound fair? No of course it doesnt.

But you have rights, right? Thankfully yes you do. But some retailers are using ever more questionable tactics to ensure that once they have sold you a bed there's no way it can be returned.

What is a 'Bespoke Mattress'?

Let's clear up what constitutes a bespoke mattress based on our experience. After all, we've been trading online now for over 15 years and been making beds for the past 30 years. A bespoke mattress is usually based on either:

• A non standard size (ie specific for you and not readily available)
• A non standard construction method (ie a one off or limited run of mattresses for a specific customer/purpose)
• A mattress using materials not offered as standard in a range (ie a headboard in a bespoke one off fabric)
• A mattress not using the standard pocket spring tensions available which are a 1.2,1.4 or 1.6 gauge spring
• Mattresses or bases that have had their height or dimensions altered to fit into a property, bedframe or reduce their height for access

The problem is the law is relatively unclear as to the hard and fast rules of bespoke meaning some retailers are using this to wiggle out of offering you the consumer protection you may believe you are getting.

Bedsruzzz Terms and Conditions:

But let's have a look at Bedsruzzz not to be confused with Bedsrus, Bedzrus or any of the other similar named mattress retailers that pop up on Google.

Bespoke or Special Orders
All orders, which are bespoke/special orders, are not subject to the cooling off period, we will have commissioned a supplier to manufacture them for you.

All orders which have not been selected from our stock are by definition ‘Special’ or ‘Bespoke’ orders.

To clarify our precise definition of a ‘Special’ or ‘Bespoke’ order is a product configured by you on our Website where you have chosen selectable options e.g.  by range of fabric, by colour, by size, or by tension. Where you are configuring (selecting options) to build your own product. This product will be made specifically to your chosen custom options and therefore becomes a Bespoke/Special order product.

What's worrying about this is that the term implies that even if you select a standard size of mattress you have therefore agreed that this constitutes a 'Bespoke or Special' purchase. Therefore any cooling off period or return is therefore invalid. The same with their standard fabrics, colours or even spring tension.

One thing to bear in mind Steve is that the Oxford Dictionary definition of 'Bespoke' is "specially made for a particular person, organization, or purpose:". The issue we have is that if more than one person can buy this product ie they choose the same size, spring tension, fabric and colour then surely it is not bespoke but a standard offering?

Can a mass-produced mattress be sold as bespoke?

It's certainly strange that any retailer would be claiming that choosing a size makes a bed bespoke, this would therefore mean that all of the mattresses on Bedsruzzz are therefore bespoke?

We checked their Vispring mattress range, which are offered around the world from multiple retailers, bed showrooms and resellers. Even their Vispring Tiara Superb Mattress is listed as a bespoke offering. This mattress is sold by multiple retailers in the UK and worldwide. We struggle to understand how selecting a double size of this popular mass-produced mattress is therefore bespoke. It doesn't make any sense to us unless Bedsruzzz have made a mistake in their listings?

Always check the terms and conditions when buying a bed:

Lastly, you need to triple check the terms when it comes to any mattress guarantee. We have detailed how Vispring, Silentnight and other retailers guarantees vary to wild extents, Including the dreaded proportional warranty, where you only get a portion back of the use you've had from the mattress if you raise a defect. Read the article for a deeper investigation into this.

Looking at Bedzruzz terms in more detail we note that:

"Where the goods are being returned for reasons other than being defective a charge will apply for the collection and return of such goods. Please contact us if you wish to discuss this charge prior to placing your order.

Returnable for credit goods must be made available in their delivered form and original packing and must not have been tampered with in any way. Only where our operatives assembled your goods in the original instance will we disassemble these goods before removal."

So we've established that by the terms and conditions you can't return any bed with which you've chosen a size for.

However, if you choose on of their in stock items it seems you can return this under distance selling within your 14 days.

Again, there's a few things to bear in mind.

1. You need to pay an unknown collection and return charge
2. You must have kept the bed in its original packaging and not tampered with it

This raises the question well how can you try a mattress if you can't sleep on it or remove its packaging. It's impossible, So you can only return it if you change your mind, it's an 'in stock item that you haven't selected any of the drop-down options for. Which to us sounds like an impossible purchase unless we're missing something? We looked and during our review couldn't find any mattresses for sale that were in stock at Bedsruzzz.

Comparing Mattress Guarantees:

Lastly, it is important you compare guarantees to weight up which are going to provide you with the most protection if you don't get on with your mattress or it develops a defect. Proportional warranties, return charges and hidden costs are all there to erode your protection and confidence in a mattress retailer which is why our policy is so straight forward. We hate being duped or feeling like we've been had over so we have probably the most comprehensive protective guarantees and simplest T&C's when it comes to mattress returns and guarantees.

Our John Ryan Guarantee is simple:

1. Our personal guarantee is as simple as Love it or Return It. No matter how much a bargain it is – it’s useless if it does not meet your expectations or your needs.

2. If within 60 days you are not entirely happy with your mattress then call us to arrange either an exchange or refund you in full: We understand that the mattress will be out of the original packaging (we will send you new packaging) and that it will be used and so forth. It does not matter. Although, in obvious fairness, it must not be damaged, marked or soiled. We do insist upon the use of a mattress protector during this period and trying the mattress for a minimum of 30 days.

Once the product has been collected by the courier and returned to us for a secondary inspection you will receive your refund: Please note that from collection to refund can take up to a maximum of thirty days.

Thanks for raising this important area of mattress buying Steve and we hope our somewhat lengthy answer helps clarify why you've been left stuck with an unsuitable £4k mattress. We would recommend you get in touch with Bedsruzzz and escalate the issues raised above you may also want to speak to the furniture ombudsmen if you get no joy.

We hope that helps and gives you further mattress buying guidance. If you have any more mattress related questions please get back in touch on info@localhost or 0161 437 4419.

Sleep well
John & Ryan