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Question:

What is your return policy?

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Answer:

1. Overview

At Mattress Outlet, we are committed to ensuring customer satisfaction while maintaining fairness and compliance with consumer protection laws. This policy sets out your rights and obligations for returns and refunds, providing clarity for all transactions. By purchasing from Mattress Outlet, you agree to the terms below.

2. Eligibility for Returns

You may return your mattress under the following conditions:

• The product is in its original, unused condition, and all protective coverings are intact.

• The return is initiated within 14 days of delivery for unused items or within any extended trial period provided for eligible products (see "Sleep Trial" below).

• Proof of purchase, such as a receipt or order confirmation, is provided.

3. Non-Returnable Items

The following products are non-returnable:

• Mattresses and bedding that have been used, damaged, or are not in their original condition due to hygiene reasons.

• Custom-made or personalized mattresses.

• Clearance, "as-is," or final sale items explicitly marked as non-refundable.

4. Mattress Sleep Trial

Some products may include a sleep trial period, as stated in their product details. The following terms apply to trial-eligible items:

• Mattresses must be used with a suitable mattress protector from delivery.

• Only one exchange or return per household during the sleep trial is permitted.

• Mattresses with stains, tears, or other signs of misuse are excluded from the sleep trial guarantee.

• Any refunds for returned trial items will exclude an administrative and collection fee, disclosed during purchase.

5. Faulty or Damaged Items

If you receive a damaged or faulty mattress, we will repair, replace, or refund it, as required under UK consumer law. Please contact us within 48 hours of delivery with photographic evidence of the issue.

• Normal wear and tear, including minor cosmetic issues, are not considered faults.

• Claims for faults must comply with our warranty terms, where applicable.

6. Refund Process

• Refunds will only be processed once the mattress has been inspected upon return.

• If eligible, refunds will be issued to the original payment method within 14 business days of return confirmation.

• Delivery fees are non-refundable, except where items are returned due to a verified fault or error on our part.

7. Returns Process

To initiate a return:

1. Contact our customer service team at [Email/Phone] to request a return authorization.

2. We will provide instructions for return shipping or arrange collection for eligible items.

3. Pack the mattress securely in its original packaging or comparable protective materials for transit.

8. Additional Terms

• Mattresses must be used in accordance with care and usage guidelines to remain eligible for return under any applicable policy.

• Any fraudulent or dishonest return claims will be investigated, and appropriate action will be taken, including denial of refunds or legal recourse.

• This policy does not affect your statutory rights under UK consumer law.

For further assistance, please contact our team at [Contact Information].

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Question:​

Do you offer free delivery?

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Answer:

We offer free delivery within the West Yorkshire area, and old mattress disposal service, utilising our own delivery team. Outside the West Yorkshire area, we offer a good value, one, and two-man service, with the upgrade option of a white glove, room of choice service. 

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Question:

How do I choose the right mattress?

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Answer:
Check out our Mattress Buying Guide for tips or contact our team for
personalised advice. Unlike many retailers, where staff have limited knowledge, and they are motivated by commission or profit margin, our staff understand how mattresses are constructed, fillings and support systems, and will discuss your requirements, and budget, before recommending mattress options for you.

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Question:

What payment methods do you accept?

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Answer:

We accept cash, all major credit cards and PayPal

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