Returns & Refunds

11. YOUR RIGHTS TO CANCEL YOUR ORDER AND END THE CONTRACT

• 11.1 Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
• 11.1.1 if what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the Product repaired or replaced, or to get some or all of your money back), see clause 10;
• 11.1.2 if you want to end the contract because of something we have done or have told you we are going to do, see clause 11.2; or
• 11.1.3 if you have just changed your mind about the Product, see clauses 11.3 and 11.4.
• 11.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out in clauses 11.2.1 to 11.2.3 below the contract will end immediately and we will refund you in full for any Products which have not been provided. The reasons are:
• 11.2.1 we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
• 11.2.2 there is a risk that supply of the products may be significantly delayed because of events outside our control; or
• 11.2.3 you have a legal right to end the contract because of something we have done wrong.
• 11.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most Products bought online or by telephone you have a legal right to change your mind within 14 days of the day you receive the Products and receive a refund. Please see clause 11.4 below for situations in which you do not have a right to change your mind.
• 11.4 When you don't have the right to change your mind. You do not have a right to change your mind in respect of Products sealed for health protection or hygiene purposes once these have been unsealed after you receive them (this includes pillows, duvets and mattress protectors). For Made to Measure Products, once we (or our suppliers) have commenced work on them. In particular, where the Product you have purchased is a mattress which has been delivered in a protective covering, once that covering has been unsealed, you will not be able to exercise the right to change your mind. There are specific T&Cs pertaining to the 60-day Sleep Trial; please see the T&Cs referencing this promotion for further detailed information.
• 11.5 How to end the contract. If you want to end the contract, you must contact us using the details set out in clause 2.2 above.

12. RETURNS AND REFUNDS

• 12.1 If you end the contract for any reason after Products have been delivered to you, you must return them to us. You must either return the Products in person to us at Old Stoke Road, Arminghall, Norwich, NR14 8SQ (between the hours of 9am to 3pm, Monday to Friday) or allow us to collect them from you. If you are exercising your right to cancel, you must return the eligible Products to us or allow us to collect them within 14 days of the date on which you notify us of your cancellation.
• 12.2 You must ensure that the Products are adequately packed to be returned to us and please include your reference number and name on any returns. If you fail to take reasonable care of the Products before they are returned to us, and this results in damage or deterioration, we will seek to recover the reduction in value from you or we may deduct this from any refund due to you.
• 12.3 We will pay the costs of return or collection:
• 12.3.1 if the Products are faulty or misdescribed; or
• 12.3.2 if you are ending the contract because you have a legal right to do so as a result of something we have done wrong,
• and in all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return or collection.
• 12.4 Once we have received the Products we will inform you and arrange for a refund or exchange, as applicable. Please note that refunds may take up to 14 days to process.
• 12.5 The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.
• 12.6 If you are unable to arrange your own carriage for returns we will arrange this on your behalf through our carriers. Collections from customers are available Monday – Friday and are an all day service 8am – 6pm. The drivers cannot call before collection and we cannot provide a narrower time window. The charge for collection will vary depending on size of Products and location. Please contact Customer Services for the associated costs. We will not be responsible for failed or delayed collections and/or any associated costs.