These terms and conditions (“Conditions”) apply to all orders placed online at Mattresses365.co.uk (our “Website”) and orders placed over the telephone. By placing an order with us you are agreeing to abide by these Conditions. Please read them carefully and contact our Customer Service team, if you have any questions.

For the purposes of these Terms and Conditions, the terms "we", "us" and "our" refer to Mattresses365, while "you" refers to users of this website and customers who place an order with us. "Order" means Your order for the goods and/or services. "Goods" means all products listed in the order.

By using this website, you fully accept the terms, conditions, and disclaimers outlined in this notice. If you disagree with any part of these terms, you must stop using the website immediately and refrain from placing any orders. Please note that orders placed by telephone are also subject to these Terms and Conditions.

Please note that Conditions do not affect your statutory rights as a consumer. We reserve the right to amend these Terms and Conditions at any time without prior notice.

Copyrights

Mattresses365 acts as an agent for various branded suppliers. All images, logos, and trademarks associated with these products remain the sole property of their respective companies.

Both "Mattresses365" and "Mattress365" are registered trademarks in the United Kingdom. These registrations provide legal protection and grant exclusive rights to these distinctive names within the UK. The ownership and rights to these trademarks belong to their respective trademark holders. Any unauthorised use, reproduction, imitation, or modification of the trademarks is strictly prohibited. Infringements may result in legal action and potential liability. By using this website, you agree to respect the rights of the trademark holders and refrain from any unauthorised use.

This company, including all its operations, assets, and intellectual property, is fully owned and operated by Linthorpe Bed Centre Ltd.

This revision maintains a professional tone while improving the structure and readability.

WEBSITE INACCURACIES

the information provided on this website is accurate to the best of our knowledge. Goods are sold with the understanding that there may be minor variations in product specifications and the colours represented in accompanying images. Icons used to illustrate colour choices or storage configurations should be considered as representative only, and not exact depictions.

Where imperial measurements are provided, they are given as approximate guides, as some products are manufactured to their metric equivalents, and vice versa.

Occasionally, manufacturers may change the fabric used for mattress covers without prior notice. As a result, the fabric you receive may differ from what is depicted. This will not affect the quality, durability, or internal structure of the product and, in most cases, should not be an issue. If you wish to return a product based on this, it will be subject to our standard returns procedure (see below).

We make every effort to update product information in accordance with changes made by manufacturers and suppliers.

Any references to the 'feel' or 'tension' of a mattress are for guidance only. How a mattress feels is subjective and varies from person to person, depending on height, weight, and body shape. We cannot accept returns based solely on a disagreement with our interpretation of the stated ‘feel’.

Goods listed as a 'Divan Bed' or 'Divan Set' do not include a headboard as standard, even if one is depicted in the photograph. These items consist of a Divan Base and Mattress only. Additionally, pillows, cushions, bed side tables, and other bedding or furniture are not included unless explicitly stated.

We reserve the right to cancel any orders (and refund the transaction) in the event of a pricing error. We may choose to honour these orders at our sole discretion.

Bedframes do not include a mattress unless specifically stated.

PAYMENTS

All goods ordered from us must be paid for in full before they are dispatched for delivery. We accept card payments online through a secure transaction via Shopify Payments, or, you may place an order over the phone and a payment link will be sent you to complete the order. Please note that no card information is stored. You also have the option to pay via PayPal, processed securely through Shopify Payments. Transactions will appear on your statement as Linthorpe Bed Centre Ltd.

TITLE AND RISK

Until the point of delivery, all goods remain the property of Mattresses365.

Once the goods have been signed for and delivered to the specified address, it is understood that they have been received in satisfactory condition. The obtained signature serves as proof of delivery. From this point forward, the goods are the customer's responsibility, and any subsequent damages (excluding manufacturing faults) are at the customer's liability.

ACCESS

Standard delivery covers the delivery of goods to the entrance of your property. Depending on the items you order, additional services may be offered, though these services vary by product and are not available for all goods.

For certain orders, goods will be placed in the room of your choice, provided there are no obstructions along the delivery route. The path from the delivery vehicle to the chosen room must be clear, and there must be sufficient space to leave the goods. It is your responsibility to ensure the route is free from any items that could be easily damaged during delivery.

Please ensure that the access route is suitable for the size of the goods being delivered, including doorways, gates, staircases, and other features. If the goods cannot be delivered to the desired room due to access restrictions, you will not be eligible for a refund on this basis.

DELIVERY

We offer free delivery as standard to addresses in mainland England, Wales, and the Scottish Lowlands. For deliveries to the Scottish Highlands, we charge a £50 delivery fee. Please note that the definition of the Highlands is determined by our third-party couriers, and this may vary between services. To check if any surcharges apply to your location, please use the postcode checker on the Basket Page. You will need to add at least one item to your basket before checking availability.

For deliveries to other areas of the UK, please check the available options and associated charges at checkout. In some cases, you may need to place your order over the phone, rather than directly online.

As we use third-party couriers in certain regions, we cannot be held responsible for delivery delays. All delivery correspondence following the point of order will be handled by the third-party courier.

If you are not present at the stated delivery address, a re-delivery charge of £75 (or any other surcharge imposed by our third-party delivery company) will apply. This charge will be incurred for any subsequent re-delivery attempts.

If you decide to return an item, please note that a restocking fee of £75 will be applied to each item. To qualify for a return, the goods must be unopened, unused, and in their original packaging. Additionally, you will be responsible for covering the return shipping costs.

We are unable to deliver to Ireland (including Northern Ireland) and all offshore islands including the Isle of Wight and Isle of Man.

You must notify us at least 72 hours prior to delivery of any amendments. Any amendment, however small, may lead to an increase in lead-time or change of delivery date and may incur a charge.

FREE DELIVERY TERMS

Delivery is Free of Charge on all items unless otherwise stated. There may be extra charges for additional services in some instances, which include Speedy delivery, Express Delivery, Saturday Delivery, and delivery outside of our standard coverage. We do not offer guaranteed delivery times but in co-operation with our agents endeavour to provide information about delivery as accurately as possible and in good faith.

RETURNS - FIRST 14 DAYS

Under European distance selling regulations (incorporated into UK law), we offer a full refund on all products within 14 days of delivery, provided the products are returned in their original packaging. Unless there is a manufacturing fault, you will be responsible for arranging the return and covering the return shipping costs (£75).

Mattresses cannot be returned once the packaging has been opened, due to hygiene concerns (this includes rolled mattresses).

Once we receive the returned goods, they will be inspected to ensure that no parts are missing or damaged. Damaged goods will not be eligible for a refund. We are not responsible for any damages or loss that occur during the return process. If the goods pass inspection, you will receive your refund within 14 days of us receiving the items.

Please note: Some mattresses may have noticeable smell upon being unwrapped due to the manufacturing and packaging process. This is completely normal and harmless. Allowing the mattress to air out in a well-ventilated room will help the odour dissipate within a few days.

For hygiene reasons, mattress protectors and pillows are non-refundable.

RETURNS - DEFECTIVE PRODUCTS

For defective goods, your consumer rights remain the same as stated above. If you receive a defective product, we will refund the cost of the item, including delivery charges, and cover the costs of returning the product. After the 14-day return period, all goods are covered by a 1-year guarantee (unless otherwise stated). During this period, we will decide at our discretion whether to replace the item or issue a refund.

If parts or fittings are missing, we will send them to you promptly by post. Please check all boxes or divan bases thoroughly for fittings, as they can sometimes be difficult to locate, especially with larger packaging.

If your goods are delivered by a third-party transport company, please inspect them for any signs of damage before signing for delivery. If damage is present, you should either:

Reject the delivery, or Report the damage on the delivery note when signing for the goods. Failure to follow this procedure may invalidate any claim for replacement goods. Damaged goods must be reported to us within a reasonable time frame, preferably within 24 hours of delivery. Please provide a description of the fault, along with photographs of the damage. We will arrange repair, replacement, or refund as necessary.

For flat mattresses, we advise inspecting and testing the goods before unwrapping.

For rolled mattresses, please check the label on the box or outer bag to ensure it matches the item you ordered. Do not open the mattress if the label is incorrect, as we cannot accept returns once the mattress has been opened unless there is a fault.

Important: Do not use a blade to open the mattress packaging, as any damage caused will render the mattress non-returnable.

Bespoke items, which includes zip and link mattresses, cannot be returned unless there is a defect with the product. This does not affect your statutory rights.

If you wish to return an item for any of the above reasons, you must notify us within 28 days of receiving your order. A restocking fee of £75 will apply to each item returned. The goods must be unopened, unused, and in their original packaging. You will be responsible for the return shipping costs.

To return your items, follow these steps:

Choose a courier. You will need to provide the size, weight, number of packages, your postcode, and address, along with the return address for Mattresses365 (we can provide this). You will then receive the cost for returning the goods. Ensure the mattress or other items are clean, dry, undamaged, and sealed in their original packaging. We do not offer a collection service for returns.

Once we receive the returned goods, we will inspect them. If the goods are found to be unsatisfactory or incomplete, we may deduct the appropriate amount from your refund to cover our reasonable expenses. We are not responsible for any damage or issues with the returned goods.

Your refund will be processed immediately upon inspection of the returned goods.

Returns Office
Opening hours: Monday - Friday: 09:00 – 17:00

Address:
Mattresses365
Unit 1, Orde Wingate Way
Primrose Hill
Stockton-On-Tees
TS19 0GA

RECYCLING SERVICES

We offer a recycling service for selected mattresses and divan bed bases at a fee of £25 for mattresses and £50 for divan bed bases. These fees will be added to the total order amount when you select the recycling option during your purchase of a new mattress or divan base.

Please note that our recycling service does not cover rolled mattresses due to logistical challenges. A like-for-like approach is required to match our van capacity for mattress disposal. We encourage you to explore other options for responsibly recycling or disposing of your rolled mattress. Your local council may offer a mattress disposal service, and we recommend contacting them for further assistance.

When purchasing a new mattress or divan base, you can select the recycling option, and we will collect and remove your old mattress and/or divan bed base. Our dedicated couriers will deliver your new mattress and take away your old one, saving you the effort of transporting it yourself.

SIZE TOLERANCES

Please be aware that there may be a slight size difference between the products you receive and the stated measurements. Whether your mattress is a standard UK size or a 'made to measure' product, there may be a variation of up to 1.5 inches (3-4 cm) in either the width or length. This also applies to the measured depth of the mattress.

This tolerance is universally recognised for mattresses and divan products made from soft materials and is not considered a manufacturing fault.

ROLLED MATTRESSES

A rolled mattress should be unrolled as soon as possible upon delivery. Most manufacturers recommend unpacking your mattress within 72 hours to prevent potential damage to the foam or internal structure. After unrolling, the mattress may take anywhere from a few hours up to 48 hours to fully expand and return to its intended shape and comfort level.

Please refer to the manufacturer's specific instructions, as some mattresses may have unique requirements based on their materials and design. Delaying unrolling beyond the recommended timeframe may lead to shape distortion, reduced comfort, and could void any warranty or guarantee.

UNFORSEEN CIRCUMSTANCES

Neither the buyer nor the seller is responsible for delays in the delivery of goods caused by factors beyond our control. In such cases, we will make every effort to notify affected parties of the delay and arrange alternative delivery options.

The stated ‘lead time’ is provided in good faith, based on information from our suppliers, and we cannot be held accountable for production issues faced by manufacturers. We will make every effort to inform you of any delays as soon as possible.

SLEEPEEZEE 60 NIGHT SLEEP TRIAL

Sleepeezee offers a 60-night sleep trial, on selected mattresses, to ensure that you’re completely satisfied with your mattress.

To learn more about the Terms and Conditions of the Sleepeezee 60-night sleep trial, click here.

COMPLAINTS

We will always do our best to resolve any issues with our products via phone or email.

However, if you believe the matter requires further attention, please contact us in writing at:

Mattresses365
Unit 1,
Orde Wingate Way,
Primrose Hill,
Stockton-on-Tees,
TS19 OGA

SECURITY POLICY

Mattresses365 is responsible for all transactions on the website. Card details are never entered or stored on our own webpages or servers. For the order process, customers are redirected to a secure external page provided by Shopify Payments. All credit and debit card information is encrypted and transferred via SSL. Transactions are also secured with 3D Secure authentication, a fraud prevention initiative.

3D Secure, managed by VISA and MasterCard, supports the following card types: VISA, VISA DELTA, MASTERCARD, MASTERCARD DEBIT, INTERNATIONAL MAESTRO, UK MAESTRO, LASER, and VISA ELECTRON.

Alternatively, payments can also be made via PayPal.

PRIVACY STATEMENT - USE OF CUSTOMER DATA

Customer information is stored as encrypted data on secure severs. This includes names, addresses, phone numbers, email addresses and descriptions of goods purchased. This information is processed in accordance with UK law and is never sold on to third parties.

Click here to view our Privacy Policy and Cookies Policy.