Terms & Conditions from Cottonsafe® Natural Mattress.
Terms of Purchase
• All items purchased remain the property of Cottonsafe® Natural Mattress until payment has been received in full.
• No contract shall be in place until Cottonsafe® Natural Mattress either expressly gives notice of its acceptance to the purchaser, or impliedly by fulfilling an order in whole or in part.
• Criminal activity will be reported to the police, including credit card fraud.
• This policy does not affect your statutory rights.
• Prices include VAT at the prevailing rate of 20%. All prices and product details are accurate at the time of entry. We reserve the right to amend prices at any time and without notice.
Bespoke Mattresses & Sizes
We are sometimes able to make special sized or bespoke mattresses for an extra charge (please call for a quote), however once these have been manufactured we are unable to accept a return or cancellation for any reason other than a manufacturing fault. Please bear in mind that the size we are given is the size we will aim for the finished item to be, however it may be -/+ a 2cm tolerance.
Pre-Christmas Personalisation - Please double check the name you enter is correct. We understand that mistakes happen and, if possible, we’ll try our best to amend your order. If the product has already entered production, we will not be able to cancel or amend it. Please get in touch as soon as possible and we will do our best to help. If the product has already entered production we will not be able to cancel or amend it.
We have tried to give you the most accurate information about the dimensions of our products but due to the handmade nature of the products, all measurements are approximate to +/- 2cm tolerance. Please bear this in mind when measuring your home and also take care to check all access routes to ensure that large items can be physically manoeuvred into your home. Should you have any concerns regarding delivery please call us before placing an order.
Please also bear in mind that all futon mattresses settle (reduce in depth) by up to 20% within the first few weeks of use as the fillings settle.
Futon frames and bed frames
All futons and bed frames are flat-packed for self-assembly and come with simple to understand instructions. We use standard UK couriers such as APC, Tuffnells or DX to deliver our products and they are only contracted to deliver to the building entrance. Please check the delivery terms for full details.
40 Night Reassurance Guarantee
We know that it can be a bit daunting buying a mattress on the internet when you haven't had the opportunity to come to our Devon Showroom to try it. Rest assured, we want you to be completely happy with your purchase as we are very proud of our mattresses. So, we have introduced a 40 Night Reassurance Guarantee.
The descriptions of the mattress firmness are there as a guide only. If you want to be sure of how a mattress feels we suggest you come to try them out at our showroom in Woodbury, Devon. If you would like any advice or information, please call 01395 239832. Please bear in mind that all advice is given in good faith, but we cannot be held accountable for subjective feel.
Please note that we are not able to give advice about which mattress to choose when it comes to medical conditions. Whilst we can advise to the best of our abilities we do not have medical training and would suggest speaking with your regular medical practitioner regarding your specific condition if you feel it will effect your comfort or support needs when it comes to your new mattress.
We cannot be held accountable for a mattress not suiting your particular medical needs as we do not specialise in mattresses for medical needs. Mattresses are non returnable once used unless there is a manufacturing fault. Please read our full terms and conditions for further details.
Orders cannot be cancelled once a delivery date has been arranged or the item has been despatched. Cancellations before this time can be done at no cost. Should we be willing to agree a cancellation after the goods have been despatched a carriage charge will be deducted from your refund amount. Please contact us on 01395 239832 to initiate any cancellation.
Adult Bed Mattress Delivery
Once a mattress has been manufactured, it will be collected from the factory by the courier Domestic Distribution. They will contact you directly to arrange a delivery date within two weeks of collection from the factory. If you wish to delay the delivery a storage charge will be incurred - please notify us if you want to delay a delivery when placing your order.
When a delivery/collection date has been arranged with you, you must be at home on the day of delivery/collection for the courier to deliver/collect the goods. Should the courier attempt delivery/collection and you be out, or not answer, a re-delivery/collection charge of £80 will be made.
If the incorrect address is given when the order is placed and not corrected before despatch, a re-routing charge will be made.
The goods must be checked thoroughly before a signature is given to the driver. If there is in ANY DOUBT about the condition of the goods, please contact us before allowing the courier to leave.
For adult bed mattresses we have the following options:
With our Standard Delivery Service a delivery day will be booked in with you by the courier once they have collected the goods from our factory. Delivery is booked on their next available route in your area. The couriers will allocate a window for delivery and on the day provide a two-man delivery team to the room of your choice.
The lead time depends on the type of mattress. We will manufacture your order and arrange for our courier (Domestic Distribution) to collect it as soon as possible. They will then be in contact with you directly to arrange a suitable delivery date. We always despatch as soon as possible, so please let us know if you would like your delivery later than this and we can delay shipment. If an order is despatched and then needs to be put on hold a charge will apply.
Due to Health and Safety requirements, the couriers are forbidden to remove footwear when delivering but do have shoe protectors which you can request to be used before the couriers enter your property. If the weather is particularly poor and you are concerned for your carpets, please ensure the carpets are covered or protected before arrival. The courier will not cover any damage caused by dirty footwear.
Date Specific Delivery
If you have a particular delivery date requirement, we may be able to help. We are also able to offer a date specific delivery for an extra £35 per item. With this service you can select a date of your choice for delivery (Monday to Saturday) in advance.
We may require an additional one week lead time in order to provide this and will need to confirm with the courier before accepting your request. As with our standard delivery, the couriers will allocate a window for delivery and on the day provide a two-man delivery team to the room of your choice.
Unfortunately, we can't provide date specific deliveries in some remote areas. The postcodes affected are: AB, DD, DG, DT, EX, IV, KW, LD, LL, PA, PH, PL, SA, TQ, and TR.
We can usually arrange delivery to meet your requirements. Please contact us to discuss your specific delivery needs on 01395 239832.
Mattress Faults, Exchanges & Returns
The goods must be checked thoroughly before a signature is given to the driver. If there is in ANY DOUBT of the condition of the goods, please contact us before allowing the courier to leave.
We cannot be held responsible for product or packaging that has been visibly damaged in transit and yet signed for as received in "good condition" (any signature alone represents this). This is because we cannot claim for the damage from the courier if they have it on their system as signed for received in good condition.
If you should receive goods and wish to return them for any reason other than a fault, the goods must return within the statutory 14 days from delivery. You are then responsible for ensuring the item is packaged in the original packaging in a way that it arrives back to us in perfect condition. When this is done, you will be credited for the value of the goods. However, we will recover the cost of return which would be up to £80 per item deducted from the refund amount. If an exchange is required, we will recover the cost of return and re-delivery which would be up to £110. Please also note that if the returned goods are damaged by the couriers due to inadequate packaging, we will be unable to make a full refund.
Due to hygiene reasons, the law is strict about returning products used as or on a mattress. A product can be tried as it would be in a showroom (i.e. sat on) but cannot be slept on even if protective sheeting has been used. Once it has been slept on it cannot be returned. So, if your item has been removed from the packaging and sat on (but not slept on) it can be returned, however, we will charge £80 to recover the collection charge.
Futon frame or bed frame - Faults & Returns
If a futon frame is faulty on delivery, we will replace the necessary part, as long as we are notified within 7 days of delivery and are provided with a photograph of the part. A photograph is essential as we need to ensure the correct part is sent out.
If damage occurs in the first 12 months due to a manufacturing fault, we will replace the faulty part, once we have received a photograph of the damage - to be emailed to firstname.lastname@example.org.
As with the mattresses above, due to hygiene reasons pillows cannot be returned once they have been used. If they have not been used they must be returned by the customer within the statutory 14 days in the original packaging. The address for returns is Cottonsafe® Natural Mattress, Unit 15 Woodbury Business Park, Exmouth Road, Woodbury, Devon. EX5 1AY. We can organise collection on your behalf, but the cost of this service will be subtracted from your refund.
The images we provide of the fabrics online are to be used as a guide only. Computers all have different settings and may distort the colourways and texturing of the images. If you would like a physical fabric sample, we would be happy to post one. Please call us on 01395 239832, email us or use our request form found on the fabrics page.
Adult Bed Mattresses
Each mattress is supplied with care instructions. Care instructions can also be found here. Failure to adhere to the care instructions will invalidate the guarantee.
Each adult mattress is supplied with a Warranty Registration Form which must be completed and returned within 14 days. You will receive email confirmation when your warranty has been received. If you have not heard from us in 7 days after posting please contact us. It is your responsibility to ensure your warranty has been accepted.
In the unlikely event that you do have a warranty claim, we will require a photograph of the fault to us at email@example.com where we can assess and investigate any required action for the warranty claim.
There will be charges applied to warranty claims after the first 12 months.
Any claims made after the first 12 months are also subject to transport charges.
Bed Mattress - Guarantee & Warranty
Please note this is for the bed mattresses listed only and does not apply to the Futomats, Children's Mattresses or futon mattresses.
So4bed Ltd provides a 1 year guarantee and 10 year extended warranty on their Pure Choice, Vegan Choice, Vegan Luxury, Appledore, Widecombe, Hatherleigh, Exeter, Budleigh, Dartmouth and Topsham bed mattresses.
The Vegan Value mattress has a 1 year guarantee and 5 year extended warranty.
The original purchase receipt or email confirmation if purchased online, is required as proof of purchase along with the completed warranty form accepted within the specified time limit. This guarantee covers domestic use only and applies only to the direct purchaser - it cannot be transferred.
We guarantee that for 12 months from the date of Delivery, the Goods will:
• Be of satisfactory quality
• Be fit for the purpose for which they are designed and supplied
• Be free from material defects in design, material and workmanship
• Comply with all applicable statutory and regulatory requirements for selling the Goods in the UK.
So4bed Ltd will either repair or replace, within the guarantee period, anything defective in the materials or workmanship, free of charge. This includes:
• Damaged ticking (outer covering) due to a manufacturing fault (excludes quilting)
• Disconnected or defective spring systems
• Discomfort associated with any part of the manufacturing process.
The following circumstances are NOT COVERED under this guarantee:
• Wear and tear of fabric and quilting is not covered
• This guarantee does not apply if the product has been placed outdoors or in a humid environment
• This guarantee does not cover consequential or incidental damages.
• This guarantee does not cover mattresses used on adjustable/electric bed frames.
When a mattress is covered by the guarantee, So4bed will examine the product if the product is presented at the factory. If the product is not presented to the factory we will arrange for a qualified third party to inspect the product on our behalf. So4bed Ltd reserves the right to appoint an independent assessor. So4bed will decide at its sole discretion, if it is covered under the guarantee or warranty.
Within the extended warranty period
For nine years beyond the guarantee period (4 years for the Vegan Value), So4bed Ltd will either repair or replace anything defective in the materials or workmanship.
For the warranty to be valid however you must keep to the conditions of this warranty. The product must conform to the instructions in the "Caring for you mattress" leaflet supplied with your mattress and found on the website here.
Please note that collection and delivery charges will apply after the first 12 months and photographs of faults or independent assessment will be need to be provided as evidence of defect before the goods are returned.
You should also be aware that:
- All sizes given are approximate and mattress sizes refer to the sleeping surface only
- Mattress sizes may vary slightly for their stated dimensions due to manufacturing tolerances
- Comfort grading is for guidance only.
- All mattresses will settle. Settlement of fillings is normal in handmade mattresses and is not a manufacturing fault. The fillings within our mattresses are designed to mould to the shape of your body over the first few weeks of use, enhancing the comfort and support the mattress provides.
- So4bed Ltd reserve the right to refuse service when any defect is due to causes other than faulty materials or workmanship.
- So4bed Ltd reserve the right to refuse service if the mattress is found to be in unhygienic or insanitary conditions.
- So4bed Ltd will not accept responsibility if the basic instructions, defined in the "Caring for you mattress" leaflet supplied with every product, are not observed.
- If any repair is carried out, then So4bed Ltd reserves the right to substitute equivalent materials if those used in the original manufacturing process are no longer available.
If a manufacturing defect occurs during the period more than 1 year but less than 10 years after you purchased your mattress, provided you have completed and returned to us a warranty registration form (which can be found attached to your mattress) within the prescribed time limits, we will repair or replace your mattress subject to you paying a pro-rata usage charge based on the period of time you have had it and its current recommended retail price or the repair cost. The contribution you will be required to make will be as follows:
|Time since you bought the Mattress||Your contribution to the repair / replacement||Our contribution to the repair / replacement||VEGAN VALUE - Your contribution to the repair / replacement||VEGAN VALUE - Our contribution to the repair / replacement|
How to make a claim
If you wish to claim under this warranty please contact us at the following address (So4Bed Ltd, Unit 15 Woodbury Business Park, Exmouth Road, Woodbury, Devon. EX5 1AY) or email us at firstname.lastname@example.org giving full details of the defect, and a photograph. Please include your name, address and copy of your receipt as proof of the date you purchased the mattress.
We will then discuss with you if a repair or replacement will be offered. Whether your mattress is repaired or replaced will be at our sole discretion.
You will be told the cost of repairing or replacing your mattress which, in the event of a repair will be at cost price, and in the event of replacement this will be at the recommended retail price at the date of replacement.
You will then be given the option of proceeding with the claim. If you wish to do so, you will be required to make your contribution to the cost of the repair or replacement in accordance with the terms of the warranty before the repair or replacement is made.
This warranty applies to you only and may not be transferred. This warranty will be governed by English Law.
Nothing in this warranty affects your statutory rights.
Intellectual Property Rights
Cottonsafe® is a Registered Trademark.
We are the owner or licensee of all intellectual property rights on our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
You may print off one copy and make download extracts, of any page from our site for your personal reference and you may draw the attention of others within your organisation to material posted on our site.
You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
Our status (and that of any identified contributors) as the authors of material on our site must always be acknowledged.
You must not use any part of the materials on our site for commercial purposes without obtaining a licence to do so from us.
Information About Us
Cottonsafe® Natural Mattress is a site operated by So4Bed Limited. We are a company registered in England and Wales under registration number 4863996. Our registered office is 5 Providence Court, Pynes Hill, Exeter, EX2 5JL. Our VAT number is 836898952.