Refund policy
Returns and refunds
This policy explains how to cancel an order, how to return something if you change your mind, and what happens if anything arrives damaged or faulty. It doesn't affect your statutory rights.
Cancelling before dispatch
You can cancel free of charge at any time before your order is dispatched. Email or call us with your order number and we'll refund you in full.
Changing your mind after delivery
If you're buying as a consumer, you have 14 days, starting the day after your order is delivered, to tell us you want to cancel. You then have a further 14 days to return it. You don't need to give a reason.
To start a return, email info@mattresstown.co.uk or call 020 8264 0042 with your order number, the item you want to return and whether it's still in its original packaging. We'll reply within 2 working days with the return address or a collection date.
Returning it, and what it costs
Unless the item is faulty or not what you ordered, you pay the cost of returning it. You can either:
- Send it back yourself. If the mattress is still in its original box or wrapping, return it with a tracked courier to the address we give you. You arrange and pay for the courier.
- Ask us to collect it. We'll arrange a courier collection from your home for a fixed fee, deducted from your refund: £45 for a cot bed, shorty, small single or single mattress, £50 for a small double or double, and £55 for a king or super king.
Rolled mattresses expand once they're unwrapped and can't be rolled up again, so an opened rolled mattress has to be collected. Pillows, protectors and toppers can usually go back by post or courier.
Unwrapped mattresses
You can unwrap a mattress to check it, as you could look at one in a shop. If it has been used beyond that, for example slept on, marked, stained or damaged, we may reduce your refund to reflect the loss in value. Please keep it clean and dry while it's with you.
Pillows and mattress protectors
For hygiene reasons, we can't accept returns of pillows or mattress protectors once they've been removed from their sealed packaging, unless they're faulty.
Your refund
We'll refund the price you paid and the standard delivery charge, less any collection fee and any reduction for loss in value. We don't refund the extra cost of a faster delivery option, if you chose one. Refunds go back to your original payment method within 14 days of the day we receive the item back, or the day you show us you've sent it, whichever is sooner. If you cancel before dispatch, we'll refund you within 14 days of you telling us.
Damaged, faulty or wrong items
Please check your order when it arrives and tell us within 48 hours if anything is damaged or missing, with your order number and photos of the item and its packaging. This helps us sort it out quickly with the courier and doesn't limit your rights if you find a problem later.
If something is faulty, not as described or not what you ordered, the Consumer Rights Act 2015 gives you these rights:
- Up to 30 days after delivery, you can reject it for a full refund.
- Up to 6 months after delivery, we'll repair or replace it. If that doesn't fix the problem, you can have a refund or a price reduction.
- After 6 months, you can still claim for a fault that was there at delivery, for up to 6 years (5 in Scotland).
We'll collect faulty, damaged or wrong items free of charge. Any guarantee shown on a mattress page is in addition to these rights.
What isn't a fault
A new mattress can have a faint smell for a few days, and a rolled mattress can take 24 to 72 hours to reach its full size and shape. Comfort layers also settle a little in the first few weeks. None of these are faults, but if you're unsure, ask us.
Deliveries that can't be completed
If you refuse a delivery without good reason, or it has to come back to us because no one was in and it couldn't be rearranged, we'll treat the order as cancelled and refund you as above, less the collection fee for that size.
Buying for a business
The 14-day right to change your mind is for consumers. If you're buying for a business, we'll still put right anything that arrives damaged or faulty.
Contact us
Mattress Town is a trading name of HCH Commerce Limited. Email info@mattresstown.co.uk or call 020 8264 0042, Monday to Friday, 8am to 4pm. Registered office: Bury Farm Church Street, Bovingdon, Hemel Hempstead, England, HP3 0LU.