Returns & Refunds

 

100 Night Rest Test

 

Our 100 Night Rest Test lets you try out your new mattress at home, for 100 nights, starting from the day your mattress was delivered.

If you are not entirely happy with your mattress at any time during this 100 night period you can contact us to arrange a collection and we will arrange for you to be refunded. Once your Hyde & Sleep mattress has been collected we will then process your refund. All collections are free of charge for customers within the UK. If you have purchased from outside of the UK you must arrange the return at your own cost. You must also be available on the day of collection to return, and if necessary repackage, the mattress back to us. We reserve the right to refuse the 100 Night Rest Test to anyone associated with a mattress manufacturer/brand.

You are eligible for a refund if you contact us within 100 days of receiving your mattress. For UK customers, we arrange free collection and return. Your refund will be paid when the collection has been made. Customers outside of the UK do not qualify for free collection/return. The 100 Night returns policy still applies, but you would be responsible for the return cost to get your refund.

Only one 100 Night Rest Test is permitted per household.

You can inform us of your wish to return your mattress by emailing us at sales@hydeandsleep.com or calling 0808 168 5336 (9am-6pm, Monday to Friday).

 

General Returns

 

Pillows and Accessories
Should you wish to return your pillow(s) and receive a refund you must ensure that the following conditions have been met:

  • The pillow bag has not been opened
  • The pillow(s) have not been used
  • Your original receipt has been printed off and included with your returned pillow(s)
  • You must notify us within 14 days of receiving the pillow

Please be aware that you are responsible for arranging the collection and return of your pillow(s) to our warehouse. Once your returned pillow(s) have arrived at our warehouse they be assessed by our team, at which point a final decision will be made regarding whether a refund will be issued.

Pillow returns should be sent to:
Hyde & Sleep Returns
Unit 2A
Furnace Road Industrial Estate
Ilkeston
DE7 5EP

 

Returning Outside the Returns Period
If your purchase is returned outside of the returns period, either by post or courier, we reserve the right not to offer you a refund in full. We may instead return your purchase to you. Prior to sending it, you will be charged the delivery fee applicable to the products and your location.

 

Proof of Purchase
No refund or exchange will be given without a receipt, dispatch note or other proof of purchase.

 

Refunding Delivery Charges
Provided you have notified us in writing that you wish to cancel your order, and the return also meets the terms of our Online Returns & Refund Policy, you will be entitled to a full refund including delivery charges if applicable. We are unable to provide a refund of the delivery charges when only part of your order is being cancelled.

 

Promotional Discounts & Refunds
If you used a promotional discount when paying for your order, the discount is applied to each item in the basket. In the event of a return, you will not be refunded the discounted amount.

 

Refunds

 

When will I be refunded?
If you are not satisfied with your purchase you can return your mattress within 100 days of delivery or for pillow(s) and accessories 14 days of delivery. For a full refund to the original payment, please return within specified return period.

Once we have received your returned product(s) in its original packaging, a refund will be credited to the payment card account within two weeks. Please note that it may take up to 14 days for your bank to credit your account. We do not take responsibility, nor are we liable for, any bank charges you may incur during the refund process.

 

Faulty or Damaged Goods

 

If your purchase is either faulty or damaged, just contact us and we'll arrange a replacement or a full refund.

We reserve the right to inspect all goods that are returned, and make an assessment as to the cause of any faults or damage. If substantial damage has been caused then we reserve the right to refuse a refund or exchange.

Once we have received the product(s) and if appropriate, any packaging, a refund will be credited. Please note this usually takes between 3 – 5 days but may take up to 14 days.

 

Resolving Your Dispute

 

If you have made a complaint and have exhausted all the options provided by us at Hyde & Sleep, or you are not satisfied with the resolution we have provided, you can contact the Dispute Resolution Ombudsman or The Furniture Ombudsman. Our refund policy does not affect your statutory rights in respect of faulty or damaged goods.

 

Cancellations

 

Cancellation Period
We are unable to cancel orders after you have received your order confirmation email.

If your order has already been sent out, you may still cancel your order under the Consumer Contract Regulations 2013 and to do so simply contact us on 0808 168 5336.

 

Delivery Charges
Provided the return meets the terms of our returns and refunds policy, you will be entitled to a full refund, including delivery charges if applicable. We are unable to provide a refund of the delivery charges when only part of your order is being cancelled.

 

Taking Care of Our Goods
If you have failed to take reasonable care of the goods, we reserve the right to refund you in full less any amount due by way of compensation, to either repair the goods or to cover any loss.