Terms & Conditions

In these Terms & Conditions, the following words and phrases have the meanings set out below. These definitions help make the page clearer and avoid misunderstanding.

• “We”, “us”, “our” means The Mattress Depot.
• “You”, “your”, “customer” means the person placing an order, using our website, or receiving Products from us.
• “Website” means https://themattressdepot.co.uk.
• “Products” means mattresses, divans, ottoman beds, bed frames, headboards, furniture, bedding, protectors, toppers, pillows, accessories, and related sleep products sold by us.
• “Order” means a request submitted by you to purchase Products from us.
• “Standard Product” means a Product sold in our listed sizes, colours, fabrics, finishes, or specifications.
• “Made-to-order Product” means any Product manufactured, upholstered, configured, customised, or produced specifically to your chosen size, colour, fabric, finish, construction, or specification.
• “Delivery” means the delivery of Products to the delivery address supplied by you.
• “Room of Choice Delivery” means an upgraded delivery service where Products are taken to a chosen room, subject to safe access, courier restrictions, and service availability.
• “Sleep Trial” means any mattress trial promotion offered on selected eligible mattresses.
• “Clearance Product” means a Product sold as clearance, outlet, ex-display, imperfect, returned, discontinued, marked, or reduced stock.
• “Website Content” means text, product descriptions, photography, graphics, branding, layout, videos, icons, and other materials displayed on our website.

When you place an order with The Mattress Depot, you are making an offer to purchase the Products selected at checkout. All orders are subject to acceptance, product availability, payment approval, fraud screening, and delivery feasibility.

An automated order confirmation email confirms only that we have received your order request. It does not mean that your order has been finally accepted. A legally binding contract is formed only when your payment has been authorised and we accept your order.

Order Accuracy

You are responsible for checking all order details carefully before completing checkout. This is especially important for mattress and bedroom products, where size, access, fabric, construction, and delivery requirements can affect whether the Product is suitable for your home.

• the correct mattress size and bed size;
• the correct firmness or comfort selection;
• fabric, colour, storage, headboard, or base options;
• whether the Product is standard or made-to-order;
• delivery postcode and full address;
• telephone number and email address;
• whether access is suitable for larger furniture;
• whether your existing mattress or furniture should remain in place until delivery is complete.

Order Acceptance

We reserve the right to refuse, amend, delay, or cancel an order before dispatch where:

• the Product is unavailable or discontinued;
• there is a pricing, stock, promotion, or description error;
• payment cannot be authorised or verified;
• fraudulent, suspicious, or unauthorised activity is suspected;
• delivery cannot reasonably be completed;
• incorrect or incomplete customer information has been supplied;
• the order appears to misuse a promotion, finance offer, voucher, or discount;
• we are unable to contact you to confirm important order details.

If payment has already been processed and we cancel your order, we will issue a refund to the original payment method.

Made-to-order Products

Some Products may be manufactured specifically for your order. This may include custom sizes, selected fabrics, bespoke finishes, divan base options, ottoman storage options, headboard selections, or other personalised specifications.

Once production has started, made-to-order Products may not be cancellable, changeable, or returnable unless they are faulty, damaged, or misdescribed.

Customer Measurements

For mattress and bed purchases, measurements are important. You should check both the Product dimensions and the route through your property before ordering. This includes doorways, staircases, hallways, lifts, landings, and the intended room.

All prices displayed on our website are shown in pounds sterling and include VAT where applicable. Prices may change from time to time due to supplier costs, material costs, promotions, manufacturing changes, delivery costs, or website updates.

Delivery charges, Room of Choice upgrades, premium delivery services, and other optional service charges will be shown during checkout where applicable.

Pricing Accuracy

We aim to ensure that all prices are accurate. However, pricing errors can occasionally happen. If a genuine pricing error is identified after an order is placed, we may cancel the order or contact you to confirm whether you wish to proceed at the correct price.

Where an obvious pricing error has occurred and could reasonably have been recognised as a mistake, we reserve the right to cancel the order and refund any payment made.

Payment Methods

Payment must be completed using one of the payment methods available at checkout. Orders are processed only after payment authorisation has been completed successfully.

By submitting payment details, you confirm that:

• you are authorised to use the payment method;
• the billing information supplied is accurate;
• the payment account belongs to you or is used with permission;
• the transaction is not fraudulent or unauthorised.

Finance & Instalment Payments

Where finance or instalment options are offered through third-party providers, approval is subject to the provider’s own eligibility criteria, affordability checks, credit checks, age requirements, residency requirements, and terms.

We do not control finance approval decisions and are not responsible for any decision made by a third-party finance or payment provider.

Promotional Pricing

Promotional prices, discount codes, seasonal offers, bundle prices, clearance pricing, and limited-time offers may be changed, corrected, extended, restricted, or withdrawn at any time.

Full delivery information is available in our Shipping Policy. Delivery lead times are provided in good faith but are estimates only.

Mattresses and bedroom furniture may be bulky, heavy, or made-to-order. Delivery times may be affected by stock availability, manufacturing schedules, supplier availability, courier capacity, postcode coverage, weather, traffic, road restrictions, or events outside our control.

Standard Delivery

Unless otherwise stated, standard delivery is normally to the first accessible ground-floor entrance of the property only. This may be the front door of a house, the communal entrance of a block of flats, or the first safe access point available to the delivery driver.

Standard delivery does not normally include:

• taking Products upstairs;
• carrying Products to a room unless Room of Choice Delivery has been selected;
• assembling furniture;
• removing packaging;
• moving existing furniture;
• waiting for rooms to be cleared.

Room of Choice Delivery

Where Room of Choice Delivery is available and selected, delivery is subject to safe and suitable access. The delivery team must be able to carry the Product without unreasonable risk to people, property, the Product, or the delivery team.

Delivery teams are not required to:

• remove doors, windows, bannisters, or fixtures;
• force Products through tight spaces;
• bend, fold, or manipulate mattresses in a way that may cause damage;
• move personal belongings or existing furniture;
• carry Products through unsafe access routes;
• deliver where floors, staircases, or lifts are unsuitable;
• accept responsibility for access issues not disclosed before delivery.

Customer Access Responsibility

You are responsible for ensuring Products will fit through all entrances, hallways, staircases, landings, lifts, and into the intended room before placing your order.

We recommend measuring carefully before purchase, especially for king size, super king size, divan bases, ottoman beds, large headboards, and assembled furniture.

Failed Delivery

Additional charges may apply where delivery fails due to:

• customer absence;
• incorrect address or contact details;
• restricted parking or access;
• unsafe access conditions;
• Products being unable to fit safely into the property;
• refusal of delivery without valid reason;
• failure to disclose access restrictions before delivery.

We strongly recommend that you do not dispose of your existing mattress, bed, or furniture until your new Products have been delivered, checked, and accepted.

Our Products are supplied in accordance with the Consumer Rights Act 2015 and must be of satisfactory quality, fit for purpose, and as described.

Certain Products may also include manufacturer warranties or guarantees. These are provided in addition to your statutory rights and may vary depending on the Product, manufacturer, construction type, materials, and intended use.

What Warranty Cover Usually Applies To

Warranty cover usually applies to genuine manufacturing faults in materials or workmanship. Examples may include structural defects, defective components, or faults that affect the Product’s intended performance under normal domestic use.

Warranty Exclusions

Warranty coverage does not usually include:

• normal wear and tear;
• comfort preference or firmness preference;
• natural softening of comfort layers over time;
• accidental damage;
• misuse, neglect, or improper care;
• staining, soiling, odours, damp, mould, or contamination;
• commercial use unless agreed in writing;
• damage caused by unsuitable bed frames, bases, or excessive slat gaps;
• damage caused by moving, dragging, bending, folding, or storing Products incorrectly;
• minor cosmetic variations that do not affect performance.

Bed Base Compatibility

Mattresses must be used on a suitable supportive bed base or frame. Excessive slat gaps, broken slats, uneven frames, damaged bases, or unsupported foundations may affect mattress performance and may invalidate certain warranties or guarantees.

Warranty Evidence

To assess a warranty claim, we may ask for proof of purchase, photographs, videos, batch labels, product labels, images of the bed base, measurements, or inspection evidence.

Where a fault cannot be assessed from photographs, further inspection may be required before a repair, replacement, or other remedy can be confirmed.

Please read our Return & Refund Policy for full details.

Eligible online purchases may qualify for cancellation rights under UK consumer law. However, some Products may be excluded from cancellation rights once opened, used, personalised, or placed into production.

Return Conditions

Returned Products must normally be:

• unused;
• unopened where hygiene rules apply;
• complete with all parts, fixings, labels, manuals, and accessories;
• returned in original packaging where reasonably possible;
• in a clean, hygienic, and resaleable condition unless faulty.

Hygiene-Sensitive Products

For hygiene and health protection reasons, mattresses, pillows, toppers, protectors, duvets, bedding products, and similar sleep products cannot normally be returned once unsealed, slept on, stained, marked, or used unless faulty.

Made-to-order Products

Made-to-order, bespoke, customised, upholstered-to-order, or specially manufactured Products cannot normally be cancelled or returned once production has started unless faulty or misdescribed.

Return Costs

Return costs are normally the customer’s responsibility unless the Product is faulty, damaged, or incorrectly supplied. If we arrange a collection on your behalf, collection charges may apply and will be confirmed before booking.

Please inspect all Products carefully upon delivery. This includes checking the packaging, visible Product condition, labels, quantities, and any parts or boxes included with your order.

If Products arrive damaged, incorrect, incomplete, or faulty, please contact us promptly and preferably within 24 hours of delivery.

Visible Damage

Where visible delivery damage exists, please refuse delivery where possible or sign for the item as “damaged”. If you accept the delivery, please retain packaging and take photographs as soon as possible.

Photographic Evidence

We may request photographs of:

• the Product;
• the packaging;
• the delivery label;
• the damage or defect;
• missing components;
• the bed base or frame where relevant.

Missing Parts

If parts or accessories are missing, please contact us with your order number, the Product name, and details of the missing item. Where possible, use the assembly guide or part reference to help us resolve the issue quickly.

Failure to report delivery damage or missing items promptly may affect our ability to verify the issue with the courier or supplier.

Approved refunds are processed to the original payment method used at checkout.

Where Products have been delivered, refunds are normally processed after the Products have been returned, received, inspected, and confirmed to be in acceptable condition.

Deductions

Refunds may be reduced where Products are returned damaged, incomplete, used, stained, missing packaging, missing parts, excessively handled, or in a condition that reduces resale value.

Non-refundable Charges

Delivery charges, failed delivery charges, collection fees, premium delivery upgrades, installation-related charges, and other service charges may not be refundable unless required by law.

Refund Processing Times

Refund processing times may vary depending on the payment provider, bank, finance provider, or card issuer. Once a refund has been issued by us, the time it takes to appear in your account is controlled by your payment provider.

Responsibility for Products passes to you once delivery has been completed.

Ownership of Products transfers only after full cleared payment has been received.

Where Products are purchased using finance or instalment payment options, ownership and payment obligations may be subject to the finance provider’s own terms.

Once Products are delivered, you are responsible for taking reasonable care of them, including protecting them from damage, moisture, staining, misuse, pets, pests, unsuitable storage, and incorrect handling.

Clearance, outlet, ex-display, discontinued, returned, marked, imperfect, or reduced Products may include cosmetic imperfections, packaging damage, signs of handling, fabric variation, minor marks, discontinued specifications, or limited availability.

The price of these Products reflects their condition, age, availability, or clearance status.

Clearance Products cannot normally be returned for cosmetic issues, packaging damage, or imperfections that were disclosed before purchase.

Your statutory rights remain unaffected where a Product is faulty, unsafe, or misdescribed.

We aim to ensure that product descriptions, specifications, dimensions, images, colours, pricing, stock information, and delivery information are accurate and kept up to date.

Product images are for illustrative purposes only. Actual colours, fabrics, textures, finishes, stitching, handles, quilting, depth, and appearance may vary slightly due to screen settings, photography lighting, supplier updates, fabric batches, and manufacturing processes.

Mattress Tolerances

Mattresses and upholstered Products are often handmade or assembled using multiple comfort layers, fillings, springs, foam, fabric, and upholstery materials. Minor tolerances in dimensions, appearance, feel, and finish may occur and are not considered faults.

Firmness & Comfort Guidance

Mattress firmness and comfort descriptions are provided as guidance only. Comfort perception varies depending on body weight, body shape, sleeping position, previous mattress type, room temperature, health conditions, and personal preference.

Mattress Settling

New mattresses may require a settling period. Comfort layers and fillings can adjust during early use, and rolled or vacuum-packed mattresses may require time to fully expand after opening.

We are not responsible for delays or failures caused by events outside our reasonable control.

These may include:

• supplier delays;
• manufacturing delays;
• courier disruption;
• vehicle breakdowns;
• weather conditions;
• road closures;
• industrial action;
• fire, flood, or natural disaster;
• material shortages;
• power failures;
• cyber incidents;
• government restrictions;
• events affecting logistics networks.

Where such events occur, we will aim to minimise disruption and keep customers informed where reasonably possible.

Nothing within these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or breach of statutory consumer rights.

Subject to the above, we are not liable for:

• loss of earnings;
• loss of business;
• loss of profit;
• indirect or consequential losses;
• delivery delays outside our control;
• contractor or installation costs arranged before delivery is complete;
• temporary accommodation costs;
• losses caused by disposing of old furniture too early;
• damage caused by unsafe or unsuitable access conditions.

Our total liability shall not exceed the purchase price of the Product giving rise to the claim, except where the law does not allow such limitation.

We process personal information in accordance with applicable UK data protection laws.

We may use customer information to process orders, take payment, arrange delivery, manage returns, respond to customer service queries, prevent fraud, fulfil legal obligations, and send marketing communications where permitted.

Please read our Privacy Policy for full information about how we collect, store, use, protect, and share personal information.

If you need assistance regarding orders, deliveries, returns, warranty claims, damaged items, mattress trials, finance queries, or customer service, please contact us through our website.

Please include your order number, the Product name, your contact details, and photographs where relevant so our team can help you more efficiently.

Contact The Mattress Depot

To protect customers and our business, orders may be subject to fraud screening, payment verification, address checks, identity verification, and additional security procedures.

We reserve the right to delay, cancel, refuse, or restrict orders where fraudulent, suspicious, abusive, or unauthorised activity is suspected.

Fraudulent activity may be reported to payment providers, banks, finance providers, fraud prevention agencies, law enforcement authorities, or relevant regulatory bodies where appropriate.

We may also refuse future orders where we reasonably believe that our website, promotions, payment systems, returns process, or customer service channels are being misused.

We aim to provide high-quality Products and professional customer service. If you are unhappy with any part of your experience, we encourage you to contact us so we can investigate the matter fairly.

When submitting a complaint, please provide:

• your order number;
• your full name and contact details;
• a clear explanation of the issue;
• photographs or videos where relevant;
• copies of any delivery notes, labels, or correspondence;
• the outcome you are seeking.

Some complaints, especially those involving alleged manufacturing faults, courier damage, or warranty issues, may require photographs, inspection, supplier review, or additional investigation before a final response can be provided.

We aim to handle complaints professionally, fairly, and within a reasonable timeframe.

If a complaint cannot be resolved directly, you may have the option to use Alternative Dispute Resolution. ADR is an independent process designed to help resolve disputes without court proceedings.

ADR may be suitable where both parties have attempted to resolve the matter directly but have been unable to reach agreement.

We will consider ADR where appropriate and where required under applicable consumer law.

From time to time, we may offer promotional codes, seasonal discounts, limited-time sale prices, bundle offers, finance promotions, free delivery campaigns, clearance offers, referral offers, or temporary marketing discounts.

Unless otherwise stated:

• only one discount code may be used per order;
• discounts cannot be exchanged for cash;
• promotions cannot normally be combined;
• offers cannot usually be applied retrospectively;
• promotional stock may be limited;
• offers may be withdrawn or amended without notice;
• discounts may not apply to clearance, outlet, ex-display, or made-to-order Products.

Where a bundle promotion has been used, returning part of the bundle may affect the refund value or promotional saving.

We reserve the right to cancel orders or withdraw promotional benefits where misuse, technical errors, pricing errors, fraud, or unfair use is suspected.

Selected mattresses may qualify for our 100 Night Mattress Trial.

The Sleep Trial is designed to give customers time to experience mattress comfort in a normal home sleeping environment. It recognises that adjusting to a new mattress can take time, especially when changing from an older mattress, a different firmness level, or a different support system.

The Sleep Trial is not an unlimited return programme and does not apply automatically to every Product.

General Trial Conditions

Unless otherwise stated on the dedicated Sleep Trial page:

• the trial applies only to selected eligible mattresses;
• proof of purchase is required;
• the trial is available to the original purchaser only;
• a mattress protector must be used throughout the trial;
• the mattress must remain clean, dry, hygienic, and undamaged;
• stained, soiled, damaged, contaminated, or misused mattresses are not eligible;
• only one exchange may be permitted per eligible mattress;
• collection, exchange, or redelivery fees may apply;
• pillows, toppers, protectors, bedding, bed frames, divans, ottoman beds, headboards, accessories, clearance items, and made-to-order items are excluded unless stated otherwise.

Adjustment Period

Your body may need time to adjust to a new mattress. Early impressions can change as comfort layers settle and your posture adapts to the new support system.

Full trial conditions are available on our dedicated Sleep Trial page.

Where a Lowest Price Promise is offered, it applies only where the competing Product is genuinely identical in brand, model, size, specification, finish, materials, availability, and service conditions.

The competitor must be an authorised UK retailer and the Product must be new, in stock, available for delivery, and sold under comparable delivery and warranty terms.

Price matching does not normally apply to:

• marketplace sellers;
• auction websites;
• third-party reseller platforms;
• cashback offers;
• membership pricing;
• voucher codes;
• bundle offers;
• finance-only promotions;
• clearance items;
• ex-display products;
• returned or refurbished stock;
• temporary pricing errors.

Any price match request should be made before placing an order. Retrospective price matching is not guaranteed.

From time to time, The Mattress Depot may operate competitions, giveaways, prize draws, seasonal campaigns, referral promotions, influencer collaborations, customer reward campaigns, social media promotions, and marketing events through our website, email communications, advertising platforms, or social media channels.

Participation in any competition or promotional campaign constitutes acceptance of these Terms & Conditions and any additional campaign-specific rules published with the promotion.

Eligibility

Unless otherwise stated, competitions are generally open to UK residents aged 18 years or over. Employees, suppliers, contractors, agencies, fulfilment partners, and people directly connected with the promotion may be excluded.

We reserve the right to request proof of age, identity, residency, eligibility, or qualifying purchase before confirming any prize entitlement.

Entry Conditions

Entry methods may include newsletter subscriptions, social media engagement, purchases, referral activity, product reviews, promotional forms, or campaign-specific actions.

Returned, cancelled, refunded, fraudulent, disputed, or unpaid orders may invalidate entry where a qualifying purchase is required.

Automated, duplicate, manipulated, false, abusive, or bulk-generated entries may be disqualified without notice.

Prize Conditions

Prizes may include mattresses, beds, sleep accessories, vouchers, discounts, event tickets, cashback offers, branded merchandise, or other promotional rewards.

Unless otherwise stated:

• prizes are non-transferable;
• cash alternatives are not normally available;
• substitutions may be made where necessary;
• delivery restrictions may apply;
• third-party terms may apply to certain prizes;
• winners may need to respond within a stated timeframe.

Promotional Abuse

We reserve the right to amend, suspend, cancel, or withdraw promotions where fraud, misuse, technical errors, supplier problems, operational issues, or events outside our control affect the fair operation of the campaign.

Any attempt to manipulate, disrupt, or unfairly exploit a promotion may result in disqualification, withdrawal of benefits, order cancellation, or refusal of future participation.