What is you’re returns policy

Hi Sonya,

Thank you for your question. Looking for a new mattress can be confusing and having a returns policy can help to put your mind at rest.

All customers of a standard size mattress are covered under our 60 day love it or return it guarantee. We do ask that you use a mattress protector and give the mattress a good month or so as it can take 4 to 6 weeks for your body to adjust to the new mattress. If after this time you are not getting along with the mattress you can either send it back for a full refund or we can do a one time exchange to another mattress depending on how you found the first one. You would then get a 60 day love it or return it guarantee with the second mattress which you can return for a full refund if you do not find it comfortable. The only mattresses that are not covered under this guarantee are bespoke sizes. Our guarantee information is available on the Guarantee Page, the link to this article is at the bottom of each page on our website.

Each of our mattresses has a manufacturer guarantee against defects.  If you believe your mattress is defective, please get in touch as soon as possible. We may ask you to send us some photos of the mattress from different angles to see if there is anything obvious going on with the mattress. If we can only see the natural settlement of the upholstery layers, we can arrange for an independent inspection of your mattress. The furniture inspector will come to your home and test your mattress and then compile a detailed report. If this report states that the mattress has failed we will replace it. However, if the report states that it only has natural settlement, there would be nothing further we could do.

A new mattress will always feel firmer as the upholstery layers are compacted during manufacturing and it takes you sleeping and moving around on the mattress to soften the upholstery layers to their described level of comfort. As you sleep on the mattress the upholstery layers will flatten out back to how they were before the piping was added and the tufts put in place. It is these processes that form the domed area on the mattress.

As we are creatures of habit, we tend to sleep in the same position which softens the upholstery layers where we are lying. However, this leaves the surrounding comfort layers like new and it looks as if the mattress has dipped or a hump has developed in the middle. To avoid indents, we recommend utilising as much of the sleep surface as possible and looking after your mattress as instructed, ie, with regular turning of the mattress.

I hope this helps and if you would like any further information or would like to discuss your individual needs, please do not hesitate to contact the office on 0161 437 4419.

Kind Regards

Michaela