Mattress Return Policy (UK Consumer Rights Act)

AT SNOOZE MATTRESS We aim to ensure that every customer is completely satisfied with their mattress purchase. Please read our return policy carefully, which follows the UK Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

1. Unused Mattress Returns (Cooling-Off Period)

Under the Consumer Contracts Regulations, customers have the right to cancel their order within 14 days of receiving their goods.
However, due to hygiene and health regulations, mattresses that have been unsealed, used, or had their protective plastic wrapping removed cannot be returned. Once the packaging is opened, the product is considered unsellable for hygiene reasons and is therefore exempt from the 14-day cooling-off return policy.

If the mattress remains unopened and in its original sealed packaging, it may be eligible for return within the 14-day period. The customer will be responsible for arranging and covering the return delivery costs, or these can be deducted from the refund amount.

A restocking surcharge may also apply to cover inspection, handling, and administration costs for returned items.

2. Faulty or Damaged Mattresses

If your mattress arrives faulty, damaged, or not as described, you are entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.
We will arrange a collection and inspection of the mattress. Once the fault is confirmed, a full refund or replacement will be issued at no cost to you.

Please note: comfort preferences (e.g., firmness or feel) are not classed as manufacturing faults.

3. Hygiene Policy

Mattresses are hygiene-sensitive products. Once the sealed protective cover is removed, the mattress is considered used and cannot be returned for health and safety reasons.
This policy ensures that every customer receives a brand-new, unused mattress for hygienic peace of mind.

4. Return Charges and Conditions

  • Returns are only accepted if the mattress is unopened and unused in its original plastic packaging.
  • Customers are responsible for covering or arranging the return delivery costs.
  • A restocking fee may be deducted from the total refund to cover handling and inspection.
  • Refunds will be processed within 14 working days once the returned item has been received and inspected.

5. Summary

  • ✅ Returns accepted within 14 days if mattress is unused and sealed.
  • 🚫 No returns for opened or used mattresses (for hygiene reasons).
  • ⚖️ Full protection under Consumer Rights Act 2015 for faulty items.
  • 💳 Customer responsible for return costs and any restocking surcharge.

Need help?

Contact us at info@snoozemattress.co for questions related to refunds and returns.