Returns & refunds

How to tell us you want to cancel

You do not need a special form, but you must tell us clearly within the cancellation period.

To cancel under the 14-day cooling-off rules, contact us before the period ends using the details in Contact below. Give your order reference and what you wish to cancel. You do not need to give a reason. We will confirm next steps and, where applicable, issue a return reference. You then have a further 14 days to send the goods back.

Contractual detail is in our Terms & conditions. This page covers practical steps for online returns.

Changing your mind (14-day cooling-off)

Under the Consumer Contracts Regulations 2013, most unused online purchases can be cancelled within 14 days of delivery.

You then have a further 14 days to return the goods. No reason is required, provided the conditions below are met.

• Notify us within 14 days of delivery
• Return the goods within 14 days of notifying us
• Items must be unused, in a condition and packaging that lets us check what you bought (original packaging if you still have it)
• You do not need to keep items in pristine condition; reasonable handling to inspect the goods is allowed
• You arrange and pay for return courier / postage unless we agree otherwise
• We refund the item price and standard outbound delivery within 14 days of the later of receiving the return or receiving evidence you sent it back (upgraded delivery is not refundable)
• Any delivery or other charges we do not refund are limited to what the law allows, and we will explain the basis and amount

Vacuum-packed mattresses and bespoke items have additional rules in the sections below. Where special rules apply, they are stated on the product page and at checkout.

Bespoke and made-to-order items

Personalised or made-to-measure goods follow the same cooling-off framework, but cancellation rights end once production for your order has started.

For bespoke made-to-order items, your right to cancel for distance-sales purposes does not continue indefinitely. Once we have started making your bespoke item (manufacturing or production for your specific order has commenced), the usual cancellation rights will end. Where the law requires it, we will ask for your informed express agreement to start before the cancellation period ends, and for you to acknowledge that cancellation rights will end once work begins. Your order confirmation or project paperwork will explain when production starts for your specific order.

This mirrors section 5 of our Terms & conditions (Showroom, design and bespoke orders).

Vacuum-packed mattresses

Please check the size, model, specification and suitability for your bed or base before opening the vacuum-sealed packaging.

Please check before opening

Our mattresses are supplied vacuum-sealed for freshness, hygiene and protection during storage and delivery. The sealed packaging helps protect the mattress from dust, moisture, contact with other surfaces and handling during delivery, and allows it to reach you in the clean, unused condition in which it left the manufacturer.

Once the vacuum seal is opened, the mattress is no longer in its original sealed and hygienically protected condition. It also expands from its compressed state and cannot normally be returned to its original factory packaging or compressed condition.

Change-of-mind returns

Once the vacuum seal has been opened, the mattress is no longer in its original sealed and hygienically protected condition. For hygiene and resale reasons, a standard change-of-mind return may not apply in the same way as unopened goods. If you still want to cancel, contact us so we can assess the returned mattress and, where the law permits deductions for handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, any refund may be reduced to reflect diminished value.

A mattress comes into prolonged and direct contact with the body. For hygiene and resale reasons, we strongly recommend that you do not open, expand, sleep on or otherwise use the mattress until you are certain you wish to keep it.

A sealed and completely unopened mattress remains eligible for a change-of-mind return within the applicable 14-day cancellation period, subject to our normal returns procedure. If you are unsure about size, model, firmness, dimensions or suitability for your bed or base, contact us before opening the packaging and we will help you confirm you have the right product.

Why the vacuum seal matters

The vacuum packaging is not merely transit packaging. It helps protect the mattress from:

• Dust and dirt
• Moisture and environmental contamination
• Contact with other surfaces
• Handling during storage and delivery
• Other conditions that could affect its hygienic and resale condition

Once the packaging has been opened, we cannot guarantee that the mattress has remained in the same hygienically protected condition in which it left the manufacturer. For this reason, an opened or expanded mattress cannot normally be returned to stock and sold as a new, factory-sealed mattress.

Statutory rights

The above applies to change-of-mind returns only. It does not affect your statutory rights where a mattress is faulty or defective, damaged in transit, the wrong size or model, materially different from its description, or otherwise not in conformity with the contract. If you believe there is a fault or other problem, contact us with photographs and details and we will assess the appropriate remedy.

Nothing in this policy removes, restricts or limits any statutory consumer right that cannot lawfully be excluded. Where the law permits a deduction for handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods, any reduction in the amount refundable will reflect the actual reduction in value resulting from that handling.

Before opening your mattress

Please check the following. If you are unsure, contact us before opening the packaging.

• Mattress size
• Mattress model
• Mattress specification and firmness
• Bed or base dimensions
• Bed or base suitability and manufacturer requirements

Quick reference

• Sealed and completely unopened: standard 14-day change-of-mind process applies, subject to the statutory rules
• Vacuum seal opened: standard change-of-mind refund may not apply; contact us for cancellation assessment
• Mattress expanded or otherwise used: contact us before attempting to return it
• Faulty, damaged, wrong item or not as described: contact us; statutory rights apply
• Unsure whether you have ordered the correct mattress: contact us before opening the packaging
• Manufacturer warranty: SleepSoul warranty claims are handled through Crestwood

Give a rolled mattress about 2 hours to take shape and up to 24 hours to reach its proper loft before judging appearance or firmness.

10-year SleepSoul manufacturer warranty

Every SleepSoul mattress sold online is supplied with a 10-year manufacturer’s warranty, subject to the manufacturer’s terms. It is separate from your statutory consumer rights and does not replace or restrict them.

The warranty is provided by Birlea Furniture Limited and covers qualifying faults in materials and workmanship arising from manufacture, subject to the manufacturer’s terms. The warranty runs from the date the mattress is received.

Warranty registration

The SleepSoul warranty must be registered within 30 days of purchase for the manufacturer’s warranty to be valid. Please retain your order confirmation or other proof of purchase.

What the warranty covers

Subject to the manufacturer’s terms, the warranty covers qualifying manufacturing defects, which may include:

• Failed springs
• Faulty stitching
• Qualifying deterioration or breakdown of fillings resulting from a manufacturing defect

The warranty does not cover change of mind, or damage caused by misuse, neglect, accident, staining, or other exclusions in the manufacturer’s warranty terms.

Bed and base requirements

The mattress must be used on a suitable bed or base in accordance with the manufacturer’s requirements. Do not use the mattress on a slatted base where the gaps between slats exceed 7cm; that is the maximum spacing specified in SleepSoul’s current warranty terms. Follow the manufacturer’s requirements on mattress protection, care, cleaning and rotation.

Warranty exclusions

The manufacturer’s warranty does not cover matters excluded by its terms, including damage or defects resulting from:

• Misuse, neglect, accident or abuse
• Improper handling
• Normal wear and tear
• Staining
• Failure to follow the manufacturer’s care or usage instructions
• Use other than normal domestic use
• An unsuitable bed or base
• Mattresses returned in a soiled or unsanitary condition
• Visible rips or damage appearing to have been caused by a knife or scissors

The manufacturer’s warranty terms should be consulted for the complete list of exclusions and conditions.

Making a warranty claim

SleepSoul is a trade-only manufacturer and instructs consumers to contact the retailer from whom the mattress was purchased, rather than SleepSoul directly. We will manage qualifying warranty claims with you and liaise with the manufacturer where appropriate.

To make a claim, please provide your order confirmation or proof of purchase; photographs clearly showing the issue; photographs of the mattress and its overall condition; details of the bed or base being used; and any other information reasonably required to assess the claim. A genuine manufacturing fault is a separate matter from a change-of-mind return.

Manufacturer warranty contribution

The current SleepSoul warranty provides a reducing contribution over its 10-year term, subject to its terms. The manufacturer’s warranty expires at the end of the tenth year. This is in addition to your statutory consumer rights.

Years 1-2

80%

Years 3-4

60%

Years 5-6

50%

Years 7-8

30%

Years 9-10

20%

If you believe your mattress has a manufacturing fault, contact us with photographs and details. If you have opened the vacuum seal, please contact us if you wish to cancel so we can assess the returned mattress; where the law permits deductions, any refund may be reduced.

Damaged, faulty or incorrect goods

Inspect goods on arrival and retain the packaging.

Please tell us as soon as possible and ideally within 48 hours of delivery, with clear photographs of both the product and the original packaging. If you report later, we will still consider your claim. If the issue is that goods do not match the specification or measurements you provided, please contact us within 7 days of receipt so we can assess the position. Where a claim is approved we will arrange a repair, replacement, refund, or a partial refund if you prefer to keep a minor imperfection.

• Tell us as soon as possible, ideally within 48 hours, with photos of the item and outer packaging
• If the issue is specification or measurement mismatch, contact us within 7 days of receipt
• If you report later, we will still consider your claim
• Retain original packaging until the matter is resolved
• For large furniture, inspect while the crew is present; refuse clearly damaged goods if necessary

Reporting promptly with photographs helps us process transit-damage claims quickly. Your Consumer Rights Act 2015 rights for faulty or non-conforming goods are not limited to 48 hours; contact us if a fault appears later. For specification or measurement mismatch, 7 days helps us assess options.

Original delivery address

Returns, transit-damage collections and related claims are limited to the original delivery address given at checkout. Couriers will only collect from that address. If goods are moved, forwarded or transported elsewhere, change-of-mind returns and transit-damage collections from the new location are not available. Statutory rights for faulty goods still apply.

Failed delivery or cancellation after dispatch

If an order is cancelled after dispatch, or delivery fails and the goods return to the depot, outbound delivery charges are usually not refundable. A reasonable restocking contribution may apply where the law allows, and we will explain the basis and amount.

Before returning goods

Contact us with your order reference first. We will confirm eligibility, issue a return reference, and confirm whether to send the item or wait for collection. Do not post goods without a return reference. Refunds go to the same payment method where practical, within the timescales in Changing your mind above or otherwise as the law requires.

Collections, where offered, are only from the original delivery address.

Statutory rights

Nothing on this page affects your statutory rights. For consumer online purchases that includes cooling-off rights under the Consumer Contracts Regulations 2013 where they apply, and rights under the Consumer Rights Act 2015 where goods are not as described, not fit for purpose, or not of satisfactory quality. Business customers are covered by any written agreement and the law applicable to business-to-business sales. Contractual summary: Terms & conditions. Data handling when you contact us: Privacy policy.

Refunds and return costs

Change-of-mind return postage sits with the customer under UK distance-selling rules. Standard outbound delivery is refunded; upgraded delivery is not. Where you are entitled to a refund, we aim to pay it within 14 days of the later of receiving the return or receiving evidence you sent it back, using the same payment method where practical. Any lawful deductions are limited to what the law allows, and we will explain the basis and amount.

How to start a return

1. 1

   Contact us first

   Email or call with your order reference and what you intend to return. Do not post anything until you have a return reference.

2. 2

   Pack appropriately

   Change-of-mind returns must be unused and in a condition and packaging that lets us check what you bought (original packaging if you still have it). You do not need to keep items in pristine condition; reasonable handling to inspect the goods is allowed. For damage claims, retain the packaging and send clear photos of the item and outer carton.

3. 3

   Return or collection

   For change of mind, you arrange and pay for a suitable return courier using the return reference we provide. In some damage cases we may arrange collection from the original delivery address.

4. 4

   Refund

   Refunds are issued to the original payment method within 14 days of the later of receiving the return or receiving evidence you sent it back, after we receive and inspect the return where applicable.