Our workshop and office will be closed week commencing 14th June for one week, reopening on Monday 21st June. The emails will be monitored for urgent enquiries.
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      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.

      Measurements

      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.

      Photographs

      Our product images are as accurate as possible. However, we reserve the right to amend product details (such as embroidery designs) shown in our photographs at any time. Any changes would be aesthetic only and will not affect the quality of the product.

      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.

      See terms and conditions for the 40 Night Reassurance Guarantee here.

      Firmness

      The descriptions of the futon, Futomat and bed 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.

      Medical Conditions

      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 affect 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.

      Cancellations

      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

      For full information about delivery see our delivery page here.

      Once a mattress has been manufactured, we will contact you directly to arrange a delivery date. If you wish to delay the delivery, please contact us within 48 hours of placing your order. Delaying you order after this period will incur a storage charge.

      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 £100 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 a delivery day will be booked in with you once your order is ready for collection from our workshop. Delivery will be booked on their next available route in your area. The couriers will contact you an hour before delivery and on the day provide a two-man delivery team to the room of your choice.

      If an order is despatched and then needs to be put on hold a charge will apply.

      Please be aware that although we always request that the courier stores our mattresses flat, when they are placed on the van they will be arranged on their edges. This may result in the mattress coming to you with a slightly reduced width or length due to the compression of the natural fibres under the mattresses own weight. Once the mattress has been laid back flat and the fibres relaxed back down, the mattress will return to its specified dimensions. Should you find that the mattress does arrive to you shorter or narrower than expected, please accept the delivery and call us so that we are aware and can best advise you.

      The couriers are happy to remove footwear before coming into your house if you have light coloured carpets you are concerned about – please just ask them to do so when they arrive.

      When you receive your mattress it will have two polythene bags protecting your order. Attached to the innermost bag is a documents wallet which contains your order confirmation, mattress care instructions and your warranty registration form. Please ensure you are keeping hold of these documents in and are filling in the warranty within the designated time period. Should you not be able to find these documents please contact us within 48 hours from delivery and we will issue new documentation.

      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.

      Futons, Futomats and Children’s Mattresses

      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. 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 transport which would be £30 per item each way 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 £60 per item if completed in one journey. 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 for a refund minus carriage costs.

      Adult Bed Mattresses

      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 transport which would be £100 per item each way 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 £200 if completed in one journey. 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 for a refund minus carriage costs.

      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 sales@cottonsafenaturalmattress.co.uk

      Pillows & Protectors

      As with the mattresses above, due to hygiene reasons pillows & protectors cannot be returned once they have been opened. If they have not been opened, 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.

      Fabric Choice

      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 sales@cottonsafenaturalmattress.co.uk 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

      Click here to view our adult bed mattress Guarantee & Warranty

       

      Children's Mattress - Guarantee & Warranty

      Click here to view our children's mattress Guarantee & Warranty

       

      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.

      If you print off, copy or download any part of our site in breach of these terms of use, your right to use our site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

      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.