Returns & Refunds

 

100 Night Comfort Exchange


Our 100 Night Comfort Exchange allows you to try out your mattress in the comfort of your own home for over 3 months.

If after all this time, you find that our mattress just isn't for you, then we can offer an exchange to any other mattress in the Hyde & Sleep range; if that’s not enough choice, then you can choose from 100s of different mattresses sold by Dreams, the UK’s number one specialist bed retailer.

Click here for more information on the 100 Night Comfort Exchange.

To exchange your mattress, simply select your desired mattress from either the Hyde & Sleep or Dreams website. If the new mattress is more expensive, then you will need to pay the difference in price. If you received a discount on your original order, then you will need to pay the difference between what you paid and the retail price of the new mattress.

We cannot refund any difference if a lower priced mattress is selected.

Should you decide that a Dreams mattress is your preferred exchange option, then your order will become subject to their Terms & Conditions, as outlined below.

  • Dreams LTD will take over the ownership of your order and manage the collection and exchange of your mattress. Dreams will be responsible for handling any issues or complaints you may have going forward.
  • Your Hyde & Sleep 10 year guarantee will not transfer to your exchanged Dreams mattress. Instead, your new mattress will come with a standard one year manufacturer’s guarantee. This guarantee will cover all manufacturer’s faults within the first year of the mattress being delivered. If you wish to purchase an eight Year Bedcover Service Plan, which will cover your mattress against accidental damage for the first five years and manufacturing faults for the full eight years, you can of course do so at any time before the Dreams mattress is delivered. The cost of the service will depend of the value of the Dreams mattress.
  • You will not be eligible to a further Comfort Exchange from Dreams.
  • You will be bound by the full Dreams Terms & Conditions. More information on the Dreams Terms & Conditions can be found at, https://www.dreams.co.uk/terms-and-conditions.
  • All Non Mainland and Northern Ireland customers will need to contact sales@hydeandsleep.com to initiate an exchange. You will only be able to exchange your mattress with another Hyde and Sleep Mattress of your choice using the website: www.hydeandsleep.com.
  • Once your mattress has been collected, we will dispatch your exchanged mattress with our courier service, UPS. Please note that you might be without a mattress for a short period of time.

 

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
  • We reserve the right to refuse a return if your pillow(s) are marked or soiled

Should you wish to return your accessories (sheets, pillow cases, duvet, duvet set, mattress protector) and receive a refund you must ensure that the following conditions have been met:

  • The accessory bags have not been opened
  • The accessories have not been used
  • Your original receipt has been printed off and included with your returned products
  • You must notify us within 14 days of receiving your order
  • We reserve the right to refuse a return if your accessories are marked or soiled

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

Pillow and Accessory returns should be sent to: Hyde & Sleep Returns
CSC Wednesbury
Black Country New Road
Hallens Drive
Wednesbury
West Midlands
WS107DD

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.

 

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, pillow(s) and accessories within 14 days of delivery. For a full refund of 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 mattress is faulty or damaged, just contact us on 0191 258 8106 and we'll arrange a replacement or a refund. All we ask is that your item is returned in a pristine condition, as per our Returns & Refunds policy.

Should any other Hyde & Sleep products you receive prove to be faulty or damaged, please contact us on 08081685336.

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 256 9305.

 

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.

Your mattress must have been kept in perfect condition, which is why we insist on the use of a mattress protector. We reserve the right to refuse a return if a mattress protector has not been used or if your mattress is marked or soiled. We also reserve the right to refuse a return of your pillows and accessories should they be marked or spoiled.

 

Pillow and Bedding Promotions

  • Free promotional items are not transferrable.
  • No cash equivalent or other alternative is available in whole or in part.
  • Delivery lead-time subject to availability.
  • Should you return items on your order following delivery, which removes your order from qualifying for this promotion, the cost of the pillows will be deducted from the value of your refund if you should choose to keep them. In order to get a full refund, all promotional pillows must be returned.
  • Please be aware that you are responsible for arranging the collection and return of your promotional pillow(s) and or accessories (at your cost) to our warehouse.
  • Cannot be used in conjunction with any other offer.
  • We reserve the right to change these terms and conditions at any time without prior notice. In the event that any changes are made, the revised terms and conditions shall be posted on this website immediately.