Returns Policy

We hope you are happy with your purchase. However, if you wish to return an item, we’re here to help—provided it meets the conditions outlined below.

You will need to cover the cost of return postage unless the item is faulty or damaged. In those cases, we will arrange a collection free of charge.

 
Items must be unused, in their original packaging, and in a re-saleable condition.

We cannot accept returns for any item that has been used or slept on.

Bedding cannot be returned once removed from their original packaging, unless faulty.

This policy does not affect your statutory rights.
 

For non-faulty items, return costs are the customer’s responsibility.

Customers must ensure items are  for transit. Refunds may be refused if goods are damaged due to inadequate packaging.

If original specialist packaging was used, it must be reused. If replacement packaging is required, this will be charged to the customer.

If you would like us to arrange collection, please contact us. The following charges will apply and be deducted from your refund:

Mattresses: £150 per item 

Other items: £96 per item

Bedding is the responsilibilty of the customer to arrange return, we recommend using DPD or Royal Mail.

Please note: Charges are based on collections from mainland UK only. Additional charges may apply for the Scottish Highlands, Channel Islands, and Scottish Isles.

Returns must be sent within 14 days of delivery to:

Cottonsafe Natural Mattress
Unit 15, Woodbury Business Park
Woodbury, Devon
EX5 1AY

Please email proof of postage to: sales@cottonsafenaturalmattress.co.uk

Include a note with:

Your name
Contact number
Order number
Reason for return
Whether you would like a refund or replacement

 As each sofa, bed, bed base, and headboard is made to order to your exact specifications, we are unable to accept returns unless the item is faulty or damaged.

• Delivery and collection charges are non-refundable, except where the entire order is faulty or damaged.

• Returned items must be accessible for collection. We are not liable for costs where access is not possible; any such costs will be deducted from your refund.

• If goods are damaged by a courier arranged by the customer, we may be unable to issue a full refund.

• Refunds are issued once items have been inspected and meet return criteria.

  If approved, refunds will be processed:

• Within 14 days of receiving the returned goods (if you arranged return), or

• Within 21 days of collection (if we arranged return).

• We reserve the right to refuse a return if conditions are not met.

We cannot accept returns or exchanges under our returns policy for the following items unless they are faulty:

• Made to customer specification mattresses (bedroom and nursery)

• Madeto customer specification toppers, futons and futomats

• All sofas, beds, bed bases, and headboards (including standard sizes and house fabrics)