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Returns and Refunds Policy

Effective Date: 8 January 2026

1. Important Notice - Mattress Hygiene Policy

PLEASE READ BEFORE OPENING YOUR MATTRESS:

Due to health and hygiene regulations, mattresses cannot be returned once the sealed packaging has been opened or removed, unless the product is faulty or not as described.

This exemption is permitted under the Consumer Contracts Regulations 2013, which excludes goods sealed for health protection or hygiene reasons from the standard 14-day cooling-off period once they have been unsealed.

Please ensure you are certain about your purchase before opening the packaging. If you have any questions about the product, please contact us before opening.

2. Your Consumer Rights

Under UK consumer law, you have certain rights when purchasing goods online:

14-Day Cooling-Off Period (Consumer Contracts Regulations 2013):

  • You have the right to cancel most orders within 14 days of receiving your goods, without giving any reason
  • EXCEPTION: This does NOT apply to mattresses, pillows, or bedding once the sealed packaging has been opened, due to hygiene exemptions

Faulty or Misdescribed Goods (Consumer Rights Act 2015):

  • You are always entitled to a refund, repair, or replacement if goods are faulty, damaged, or not as described
  • This right applies regardless of whether packaging has been opened

3. What Can Be Returned

Mattresses - UNOPENED ONLY:

  • ✓ Can be returned if still in original sealed packaging and unused
  • ✓ Can be returned if faulty or not as described (regardless of packaging)
  • ✗ CANNOT be returned once packaging has been opened for hygiene reasons
  • ✗ CANNOT be returned if used or slept on

Bedding, Pillows, and Mattress Protectors - UNOPENED ONLY:

  • ✓ Can be returned if still in original sealed packaging and unused
  • ✓ Can be returned if faulty or not as described
  • ✗ CANNOT be returned once packaging has been opened for hygiene reasons

Other Products:

  • Most other items can be returned within 14 days if unused and in original condition
  • Items marked as final sale or clearance cannot be returned unless faulty

4. How to Return Eligible Items (14-Day Cooling-Off Period)

Step 1 - Notify us of cancellation:

  • Contact us within 14 days of receiving your order
  • Email: returns@rematt.uk or call 01254 645005
  • Provide your order number and item(s) you wish to return
  • You do not need to provide a reason (unless the item is faulty)

Step 2 - Return the goods:

  • You have 14 days from the date you notify us to return the goods
  • Items must be unused, in original condition, and in sealed packaging (where applicable)
  • You are responsible for the cost of return postage unless the item is faulty
  • Use a tracked delivery service - we cannot be held responsible for items lost in transit

Return address:
Rematt Ltd, Moorside Mill, Dewhurst street, Darwen, BB3 2EN

Step 3 - Receive your refund:

  • We will process your refund within 14 days of receiving the returned item
  • Refunds will be issued to your original payment method
  • Allow 5-10 working days for the refund to appear in your account

5. Faulty, Damaged, or Misdescribed Goods

If your item arrives faulty, damaged, or is not as described, you have the right to a remedy regardless of whether packaging has been opened. This includes mattresses and bedding.

What to do:

  • Contact us immediately at returns@rematt.uk
  • Provide photos of the fault or damage where possible
  • Do not dispose of the item until we have confirmed the return

We will offer:

  • A full refund, or
  • A replacement item, or
  • A repair (where applicable)

We will cover all return postage costs for faulty, damaged, or misdescribed goods.

6. Refund Policy

Refund processing time:

  • Refunds will be processed within 14 days of receiving your returned item(s)
  • You will receive an email confirmation once the refund has been issued
  • Please allow 5-10 working days for the refund to appear in your account, depending on your bank or card provider

Delivery charges:

  • We will refund the standard delivery cost if you cancel within the 14-day cooling-off period
  • We will not refund premium or express delivery charges unless the goods are faulty or not as described

Return postage:

  • You are responsible for return postage costs unless the item is faulty, damaged, or not as described
  • Return postage costs will be deducted from your refund if applicable

7. Non-Returnable Items

The following items cannot be returned once opened or used, due to health and hygiene regulations:

  • Mattresses (once packaging is opened)
  • Pillows and bedding (once packaging is opened)
  • Mattress protectors and toppers (once packaging is opened)
  • Items marked as final sale or clearance (unless faulty)
  • Custom or made-to-order items (unless faulty)

These items CAN still be returned if they are faulty, damaged, or not as described.

8. Exchanges

We do not offer direct exchanges. If you wish to exchange an item for a different size, model, or product:

  • Return the original item for a refund (subject to our returns policy)
  • Place a new order for the item you require

9. Commercial and Hospitality Orders

For bulk or commercial orders, different terms may apply. Please contact us before placing your order to discuss our commercial returns policy and any applicable warranties.

10. Late or Missing Refunds

If you have not received your refund within the stated timeframe:

  • Check your bank account again
  • Contact your credit card company or bank, as processing times may vary
  • Check your email for refund confirmation from us
  • If you have done all of the above and still have not received your refund, contact us

11. Damaged or Lost Returns

We strongly recommend using a tracked and insured delivery service when returning items. We cannot be held responsible for items that are lost or damaged in transit back to us.

If your return does not arrive, we may require proof of postage before issuing a refund.

12. Contact Us

If you have any questions about returns, refunds, or our hygiene policy, please contact us:

Email: returns@rematt.uk
Phone: 01254 645005
Address: Rematt Ltd, Moorside Mill, Dewhurst street, Darwen, BB3 2EN

We aim to respond to all enquiries within 1-2 working days.

13. Your Statutory Rights

This returns policy does not affect your statutory rights under UK consumer law. For independent advice about your consumer rights, visit:

  • Citizens Advice: www.citizensadvice.org.uk
  • Which?: www.which.co.uk