In regard to defective goods, you have the same consumer rights as stated above. The refund will include the reimbursement of all delivery charges and Mattresses365 will cover the costs of having the product returned. After this 14-day period, all goods are covered by a 1-year guarantee (unless otherwise stated), during which time we will choose whether to replace items or offer a refund at our discretion. In situations where parts or fittings appear to be missing, we will promptly send them to you by post. Please check every box or divan base thoroughly for fittings as they can sometimes be difficult to find, especially where items arrive with a lot of packaging. Goods which have been delivered to you by a 3rd party transport company should always be checked for any signs of damage before you sign for and accept them. In the case that damage is present you should either a) reject delivery or b) report the damage on the delivery note as you sign for the goods. Failure to follow this procedure may invalidate your claim for replacement goods. Damaged good must be reported to us within a reasonable timeframe and preferably within 24 hours of delivery. We will require a description of the fault along with photographs of the damage. We will arrange repair, replacement, or refund for the goods as appropriate.
For flat mattresses you are respectfully advised to inspect your goods and test them before unwrapping.
If your mattress is rolled, please inspect it and make sure that it is labelled correctly, either on the box or outer bag. Do not open the mattress if the label is different to the item that you ordered as once the mattress has been opened, we are unable to take it back unless there is a fault.
DO NOT USE A BLADE TO OPEN THE PACKAGING OF YOUR MATTRESS AS ANY DAMAGE CAUSED WILL RESULT IN THE MATTRESS BEING NON-RETURNABLE.
BESPOKE ITEMS
These items cannot be returned to us unless there are defects with the product. This does not affect your statutory rights. Bespoke items include all zip and link mattresses.
WRONGLY ORDERED OR UNWANTED GOODS
If you would like to return an item to us for either of the above reasons, then simply notify us within 28 days of receiving your order. A restocking fee will apply of 15% of each item value. Goods must be returned unopened, have not been slept on and be in their original packaging. You will be responsible for the return of any items as well as all costs incurred.
To return your items,
Choose a courier. You will be asked for the size, weight, how many packages are involved and your postcode and address as well as the return address for Mattresses365 (We can provide this information for you). You will then be given the cost for your return of goods. Make sure that the mattress or other items are kept clean and dry, do not get bent and are completely sealed.
We do not provide a collection service if you simply wish to return your products.
Upon receipt of the goods back into our warehouse, we will inspect the items. If the goods are not of a satisfactory quality or are incomplete, we will make an appropriate deduction from your refund that covers our reasonable expenses. We will not be responsible in any way for the return or condition of the goods that arrive back at our warehouse.
We will then process your refund immediately.
RETURNS OFFICE
Opening hours.
Monday - Friday
09.00 – 17.00
ADDRESS:
Mattresses 365,
Unit 1,
Orde Wingate Way,
Primrose Hill,
Stockton-on-Tees.
TS19 0GA.