Refund policy

Faults, Exchanges & Returns

The goods must be checked thoroughly before a signature is given to the driver. If there is in ANY DOUBT of the condition of the goods, please contact us before allowing the courier to leave.

We cannot be held responsible for product or packaging that has been visibly damaged in transit and yet signed for as received in "good condition" (any signature alone represents this). This is because we cannot claim for the damage from the courier if they have it on their system as signed for received in good condition.

Futons, Futomats and Children’s Mattresses

If you should receive goods and wish to return them for any reason other than a fault, the goods must return within the statutory 14 days from. You are then responsible for ensuring the item is packaged in the original packaging in a way that it arrives back to us in perfect condition. When this is done, you will be credited for the value of the goods. However, we will recover the cost of transport which would be £30 per item each way deducted from the refund amount. If an exchange is required, we will recover the cost of return and re-delivery which would be up to £60 per item if completed in one journey. Please also note that if the returned goods are damaged by the couriers due to inadequate packaging, we will be unable to make a full refund.

Due to hygiene reasons, the law is strict about returning products used as or on a mattress. A product can be tried as it would be in a showroom (i.e. sat on) but cannot be slept on even if protective sheeting has been used. Once it has been slept on it cannot be returned. So, if your item has been removed from the packaging and sat on (but not slept on) it can be returned for a refund minus carriage costs.

Adult Bed Mattresses

If you should receive goods and wish to return them for any reason other than a fault, the goods must return within the statutory 14 days from delivery. You are then responsible for ensuring the item is packaged in the original packaging in a way that it arrives back to us in perfect condition. When this is done, you will be credited for the value of the goods. However, we will recover the cost of transport which would be £100 per item each way deducted from the refund amount. If an exchange is required, we will recover the cost of return and re-delivery which would be up to £200 if completed in one journey. Please also note that if the returned goods are damaged by the couriers due to inadequate packaging, we will be unable to make a full refund.

Pillows & Protectors

As with the mattresses above, due to hygiene reasons pillows & protectors cannot be returned once they have been opened. If they have not been opened, they must be returned by the customer within the statutory 14 days in the original packaging. The address for returns is Cottonsafe® Natural Mattress, Unit 15 Woodbury Business Park, Exmouth Road, Woodbury, Devon. EX5 1AY. We can organise collection on your behalf, but the cost of this service will be subtracted from your refund.