We want you to be absolutely satisfied with your purchase. If for any reason you want to return goods to us you may do so within 28 days from the date of receipt of the goods. The goods must be unworn, in their original packaging and complete with swing tickets and labels intact and attached.
Your parcel will contain an Advice Note listing the contents. Simply decide which is the most appropriate reason code on the back of the advice note and then enter this code alongside the product you are returning. This will help us to improve our quality control when we examine the returned goods. It is ESSENTIAL that you return this Advice Note with your returns parcel.
PLEASE DON'T SEND PAYMENTS WITH RETURNED GOODS UNDER ANY CIRCUMSTANCES.
Your right of return or cancellation
We're sure you'll be satisfied with all of our products, but, in the unlikely event you're not, you can cancel an order or return any item as explained here.
You can cancel your order or return an item* for any reason from the time you place the order up to and including the fourteenth day after the day of delivery of the item.
If you wish to cancel your order you will need to tell us within this 28 day period. You may use our cancellation form if you wish. You should take care of the item as we may not be able to give you a full refund if the value of the item is reduced as a result of your actions. Please return it to us as soon as possible after giving notice of cancellation (and in any event within the next 28 days). If you return all the items in an order we will refund the cost of the returned items plus the delivery charge (excluding any additional charges for nominated or next day delivery) however, where the return is made via our courier or through a Hermes ParcelShop we will charge you a return fee which will be deducted from your refund. The return fee will not exceed the original delivery charge. If you return the item by any other means this will be entirely at your cost.
If, at our sole discretion, we decide to accept a return received outside of this returns period, we reserve the right to make a charge to cover our costs in processing the late return - currently this charge is £3.00 per item.
*PLEASE NOTE - Orders for the following items cannot be cancelled or returned unless faulty; bespoke and customised or personalised items, items which have been sealed for health or hygiene reasons once unsealed, and sealed audio, video and software recordings once unsealed.
If anything you order from us fails prematurely due to either defective workmanship or materials we will happily offer you a repair, replacement or full or partial refund. Please contact us to arrange for the return of defective items.
Returns procedure via your Courier
Save the hassle of making returns by using this fantastic service, available to you without even leaving your home. Your great network of friendly couriers can collect most items for easy return within 48 HOURS of you contacting them. To take advantage of this convenient service simply call your courier (the telephone number is shown on the label attached to your parcel) within our 28 day approval period or in accordance with your statutory rights under the Consumer Protection (Distance Selling) Regulations 2000. Please use the original packaging, ensure your parcel is adequately sealed and ready for collection. It is important that you obtain a receipt from the courier.
Returns via local myHermes ParcelShops
myHermes ParcelShops are open from early in the morning until late at night 7 days a week. You will need to affix the myHermes returns address label to the outside of your parcel, ensuring it covers your name and address. Once your parcel is sealed you can then take your parcel to any myHermes ParcelShop*.
You can find the nearest myHermes ParcelShop at new.myhermes.co.uk. It is essential that you obtain a proof of posting* from the myHermes ParcelShop.
Returns via the Post Office
When returning goods within our 28 day approval period or in accordance with your statutory rights under the Consumer Protection (Distance Selling) Regulations 2000, via the Post Office, please use the original packaging and tape the 'Returns' label over your name and address on the bag, then seal the bag. It is imperative you obtain a Certificate of Posting from the Post Office, which should be kept in a safe place, as this will be required in the event any returned parcels should go astray. This will contain a unique reference number, which should be quoted in the event of a query. If you don't have your advice note, simply write down the item number(s) on a piece of paper along with your reason for returning and your name, address and personal account number and enclose it with the goods.
We are not liable for loss of goods consigned to us in the post and we can only claim against the Post Office in the event you can produce a certificate of posting. Failure to produce a Certificate of posting or a receipt from your courier when a parcel has gone astray will mean we will not be able make a refund. If you are returning goods that have been paid for by credit or debit card, the refund will be made directly to your card. Your statutory rights remain unaffected by this policy.
Returns on Product Promotions
Any return of items bought through a special promotional offer (e.g. 3 for 2 or Buy One Get one Free), has to include all items bought within that deal. If not, we reserve the right not to issue a full refund and you may be charged the full price for any item that you keep.
Ordering replacement goods
If you want to order a replacement or exchange item, simply enter the details on the order form attached to the advice note, along with your credit card details if necessary. Alternatively, you can contact us through our website OR telephone our Orderline on 0871 230 0867 (Calls cost 13p per minute from BT landlines but will vary depending on your phone company or if using a mobile), but please don't do both or you may receive your order twice!
Terms and Conditions of 100 Night Comfort Guarantee
This comfort guarantee applies to selected models only. You must have slept on the mattress for at least 40 nights to allow your body to become accustomed to it. If your chosen mattress is not suitable we will exchange it for another mattress of the same size. We cannot offer a refund. This is an exchange only. The guarantee only applies to the comfort of the product and not the height, length or width. In the event that a higher priced alternative is chosen, the difference in price will be charged. A mattress protector must be used for the trial period and the care instructions followed as we cannot exchange a product that is damaged or marked in any way. Care instructions will be supplied with the product. We reserve the right to reject an exchange request if the care instructions have not been followed. We must be notified within 100 days from the date of delivery. Only one exchange will be permitted.
YOU MAY PRINT OUT AND KEEP A PERMANENT COPY OF THESE TERMS AND CONDITIONS FOR YOUR REFERENCE BY CLICKING HERE