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Returns & Refunds

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Returns & Refunds


LET'S MAKE IT NICE & CLEAR FOR YOU



YOUR STATUTORY RIGHTS



YOU HAVE A 14 DAY COOLING OFF PERIOD



Customer Service Email: cs@MakeMeAMattress.com

  • You have a 14 day cooling off period to cancel.
  • Goods must be unused & in original unopened packaging.
  • Returned to us at your own expense via your own chosen courier ( you must insist you get a sighned for service [so we can sign for receipt] ) or do email us & we shall try to help.
  • We reserve the right to refuse the 14 days cooling off period to anyone not operating as a consumer or who is otherwise in breach of our terms.
  • Sorry - but custom made goods are Not subject to the 14 day cooling off period for a change of mind return or any other reason other than a manufacturer's fault.
  • Sorry - but where there is substantial evidence or belief that you are associated with another mattress brand or manufacturer, we shall not consider the 14 days cooling off period.
  • Sorry - but where there is any suspicion of misconduct, dishonesty or direct attempt at defrauding or otherwise cheating our company, we shall not consider the 14 days cooling off period.
  • Sorry - but where we believe there is any intent on your behalf to misuse the purchase or otherwise, we shall not consider the 14 days cooling off period.

 

WHAT IF IT"S MANUFACTURERS DEFECT?

 

IF IT'S A MANUFACTURERS DEFECT =

1 - In the first instance, you would need to email us pictures or send them to us via our WhatsApp account ( we shall advise what's best ).

2 - Upon prior agreement, once we receive the goods, we shall examine it and relay our findings to you via email, or call you too.

2A - if it's a manufacturers fault then we shall confirm via email as to your full purchase refund ( the same as what you paid us - & returned to the same persons account or card, we can't change this condition for your & our security reasons ).

3 - We shall agree on a mutually convenient collection date or date & time, as soon as practically possible, the return cost is on us & we collect only or we arrange a courier (see item 5 below)  note: return collections are collected from the doorstep to the outside only ( if we can collect from a room in the house, we shall call you and let you know ).

4 - The collection of the returned mattress will be arranged with you directly by ourselves or our courier who will make an attempt at collecting the goods on the pre-specified date or date & time. If you are not available for the collection on the pre-specified date or date and time, "You" are required to contact our customer services team (email us immediately & 24hrs before the collection on this email address,   cs@makemeamattress.com  or via our WhatsApp chat directly and re-arrange or cancel the collection, remember, at least 24hrs before the collection taking place.

 

5 - IMPORTANT: Failure to do this and a failed attempt of collection by the courier will cost us £40 and therefore any future collections will only be scheduled following payment for the missed collection as well as the new collection fee ( totalling £80-00 - thats £40-00 for the missed collection & £40-00 for the new scheduled collection), paid by "you", which can be arranged with our customer service team & confirmation is always via email & or text message of the New collection date or date and time.



 

Size Exchange Process

 


1 - If you have ordered a mattress and "We" sent the wrong size, we will be able to replace it for you based on certain factors, but we of course absorb the cost to get you back the size you ordered at an agreed date or date and time, confirmed via email.

2 - If "You" have ordered the incorrect size and realised "Before" the item is shipped, we will be able to simply change the order to the correct size and only charge/refund the difference in price. Please simply notify one of our customer service team immediately and they will arrange that for you.

3 - If you have "Already" received the mattress, and "You" ordered the wrong size, there will be an admin fee of £80 to collect and replace the mattress. The difference in price will be refunded or will need to be paid before you receive the goods.

4 - When exchanging the mattress for a different size, the new mattress will come with no offers at all and the price difference is calculated to the full price of the new mattress plus delivery.

5 - For any further information, please contact our customer services via email at CS@MakeMeAMattress.com



Requesting Missing Parts

Because many of our products are delivered flat-packed for self-assembly, there may be an unlikely event in which an item arrives with parts missing. If this is the case, please remember to:


Check that all boxes are present before signing for the item, and report any missing items to the courier.

Accept the given boxes/items and identify which boxes are missing - check the assembly manual for the part number.

Contact customer services, stating the exact part which is missing to prepare prompt delivery.

Take photographs of any damaged items.

Do not attempt to assemble the bed or furniture item before you have confirmed you have all pieces required.

    Frequently Asked Questions

  • What do I do if my rolled (vacuum packed) mattress arrives damaged?

  • What do I do if I decide I don’t want my good before they arrive?

  • What do I do if I decide I don’t want my goods once they have arrived?