Terms & Conditions

Updated: 30/4/18

This site is operated by One Holding Ltd Trading as Mattress Guru (We, Mattress Guru). UK Registered company 05761215

Upon placing your order with Mattress Guru you agree to the following terms and conditions. Please ensure that you read these carefully. 

Ordering & Payment

Once you have placed your order we will notify you by email to acknowledge that we have received your order. Once your order has been dispatched you will receive another email with acceptance of your order

All Prices on our website are inclusive of VAT unless otherwise stated

We reserve the right to carry out fraudulent checks on all orders and cannot be held responsible for delaying or cancelling orders that do not meet the criteria. 

Whilst we aim to provide accurate content and information on products we reserve the right to withdraw goods from sale if we believe that there has been any errors in the listing. In which case we will provide a full refund. Images are for illustration purposes only and cannot be held responsible for any items received which may differ from the items shown on the website. Packaging may vary from images shown. The weights, dimensions and capacities given are approximate only. We have made every effort to display as accurately as possible the colours of our products that appear on the website. However, as the actual colours you see will depend on your monitor, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the product on delivery.

Delivery of orders

Delivery will be made to the address which is specified on the original order. We cannot be held responsible for any delays or charges which occur from inaccurate details being entered. Any delivery charges will be included during checkout however this does not include after dispatch cancellation fees or re-routing charges. 

Delivery charges vary depending on the type of products ordered and the service you select. Your delivery charges will be clearly indicated at checkout. Shipping information can be found on our delivery page. We make every effort to deliver goods within the estimated time-scales, however delays are occasionally inevitable due to unforeseen factors and all goods and products are subject to availability. We will do our best to get all orders despatched as quickly as possible. We have no liability to you for any delay in the delivery of products ordered. You have the right to cancel delayed orders at any time and get a refund prior to the item being despatched. We recommend that you make arrangements for trades people to carry out work on your behalf only after your order has been delivered and checked for damage. If you are purchasing to replace your existing furniture we also recommend that you do not dispose of your existing furniture until your new goods have arrived and been checked for damage. We shall not be liable for incidental or consequential damages or expenses. This includes, but is not limited to, damage to property, lost income, profits, economic or commercial losses and third parties claims.

Cancel an Order

We understand that sometimes you purchase an item and later change your mind, this is fine, as long as the goods have not been dispatched, you can cancel your order for a full refund. Please get in touch as soon as you realised you have made a mistake so we can cancel your order and offer you a full refund.

If your items have already been dispatched please get in touch with us with us so we can advise the couriers not to deliver. If the couriers do attempt to deliver please reject the items on the door and do not accept them. Please note that there is a £15 charge for rejected unwanted items which will be deducted from your full refund. 

Wrongly ordered/unwanted Items

If you have ordered the wrong item or you are unhappy with your purchase for whatever reason we can accept a return within 30 calendar days based on the fact that the goods are in reasonable condition. Please get in touch with us should you wish to request a return.

You can either return the goods back to the distribution depot, in which case you will be responsible for the costs and any damages which may happen or we can collect the items from you for a fee of £45 which will be deducted from your refund.  

The following products cannot be returned if they have been used without protection(durable and sweat resistant covers as an example) for Health and Safety (Hygiene) reasons:

  • Mattresses
  • Futon mattresses
  • Toppers
  • Pillows

You will be responsible for ensuring goods are returned in a satisfactory quality this including packaging the goods to ensure they are safe during transit. We can advise on how to package the goods however cannot provide packaging for hard goods such as beds. 

Unwanted products that have been assembled during the time in your possession cannot be returned under the use of our couriers and only contain a standard 14 day return period. Assembled products must be returned in good condition and extra care must be taken to ensure the structure is not weakened, scratched, dented, damaged if you wish to return the product.

Original delivery charge will be refunded to the base amount only. 

We reserve the right to withhold all or part of your refund if unwanted returned goods are not returned in a reasonable condition at your fault (if care in packaging is taken and our couriers damage the return in transit for example, you will not be held responsible at all).Collections take place between 8AM and 8PM and can provide an approximate time on the day of collection. While we use every effort possible to ensure that your collection is carried out on your selected day of choice we are unable to guarantee this.

Order arrived with a defect or has become defective

If in the unlikely event your goods are delivered with damaged please report them to us as soon as possible by visiting our contact page. We will then require photographic evidence of the damage. Upon receiving this we will either replace the damaged part or item. Alternatively we will collect free of charge and provide a full refund.

If upon receiving your delivery you notice that the goods are damaged, please reject the goods and sign them as damaged. Please let us know that you have done this so we can issue a prompt replacement or refund. If you see that the packaging is damaged however believe the product is fine please accept the goods and sign as damaged as this will help speed the process up should there be any damage once you have had chance to assemble or use the item. If you later find damage please let us know so we can correct this for you. 

Incorrect goods received 

Whilst we aim to check our items thoroughly there may be unlikely cases where the wrong items are sent. Upon delivery please check information on the manufacturer's label (not the plastic packaging or couriers label). If it is incorrect, reject the goods and get in touch with us as soon as possible. If you have accepted the items and later discover they are incorrect please do not use or open the mattress in full/construct the goods. Please get in touch providing us with images and description so we can arrange for a swift collection and a refund/replacement

Please view our privacy policy by visiting https://mattressguru.co.uk/pages/privacy-policy