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For Dora at Trustpilot
17th July 2017

Returns policy and replacement mattress

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Martyn

We have been to a few bed shops this weekend, and we have found it very hard to find something we are both comfortable on, even very similar models, we tried about 5 or 6 pocket sprung with latex tops, and only one we both felt was ok. I really liked a Staples with a pillow top but my wife wasnt as keen, not that id buy a pillowtop anyway. I have been looking at your site for the past week or so, and we are going to some more shops in the coming weeks to try out more models. I have spoken to my wife about getting one from yourselves but buying a mattress is a bit like goldilocks and the porridge, it needs to be just right, and she is very concerned about being stuck with a £1000 mattress that she doesnt like. I suffer with back problems, I have 2 bulged discs, and we both love going to the gym and really value the quality of our sleep. If we discussed our requirements with you, chose a mattress, and didnt like it, what happens then, if we swapped it for another and still didnt like that, could we have a refund or will we have problems like id imagine you would get with a high street store. We have considered one of the other new internet companies that offer 100 night trials as we have read that people have no problems at all with returns, no hassle or arguments etc, but I think your products would be of a better quality. This purchase would be a lot of money for us, and something we have been saving for, so we need to get it right. Can you tell me more details about your 60 day return policy ? would we be tied in to buying something else from yourselves.

Lee Lelant Answered 6 months ago

Hi Martyn,

Thank you for your question.

I'm sorry to hear that it's been a bit of a chore so far narrowing down your choices of mattress.

In order to match you to the correct mattress, we would need to know the heights and weights of each individual user. We need this so we can match you to the correct spring tension.

The spring tension is what gives you the correct level of support within the mattress itself. It is then all about the top upholstery layers, also referred to as comfort layers, and how you prefer the mattress to feel.

 

Bodyweight Spring tension
Upto 16 Stone / 50-101kg Medium (1.4mm)
16 Stone / 101kg Upwards Firm (1.6mm)
Available in Bespoke Products (Please Call) Soft (1.2mm)

Under our 60 Day Love It or Return It Guarantee you are protected for 60 days from the day your items are delivered. If for any reason you are not getting on with the mattress, you can return it to us for a full refund.

We do not charge for delivery nor collection with the exceptions of the Isle of Man, Jersey, Guernsey, the Isle of Wight, Northern Ireland and the Republic of Ireland.

You are under no obligation to buy another product from ourselves if your initial purchase isn't right. We can, however, offer you a one-off exchange for a replacement product. What we do have to point out though is that the replacement product will not have the 60 Day Love It or Return It Guarantee on it as it is a one time exchange.

I hope that this has answered your query but if you do have any further questions, please don't hesitate to get in touch with us on 0161 437 4419.

Kind Regards, Lee.

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