Return Policy
At Reign Sleep, we want you to feel confident when choosing your mattress. We offer returns on eligible products, subject to the conditions below.
Customer Returns
If you wish to return an item because you have changed your mind, ordered the wrong item, or the product is not suitable for you, you are responsible for arranging and paying for the return.
You remain fully responsible for the product until it has been received by us. This includes responsibility for any loss, damage, or deterioration that occurs during return transit.
We strongly recommend using a tracked and insured delivery service or a suitable courier, as we cannot process a refund for items that are lost, damaged, or not received by us.
Damaged, Faulty, Incorrect, or Our Error
If your item arrives damaged, faulty, incorrect, or there has been an error caused by us, we will arrange collection at no cost to you.
Please contact us as soon as possible with your order number and clear photos of the issue so we can review the matter and arrange a suitable resolution.
Where the issue is confirmed, we may offer a collection, replacement, exchange, repair, or refund, depending on the circumstances.
Return Eligibility
To be eligible for a return, the product must be:
- Clean, hygienic, and free from stains, marks, odours, tears, damage, or misuse.
- Used only in a normal domestic setting.
- Returned with any accessories, documentation, or packaging where applicable.
- In a condition suitable for inspection, resale, recycling, or donation, depending on the product type.
We reserve the right to refuse a return or reduce the refund amount if the item is returned damaged, stained, soiled, incomplete, or otherwise unsuitable.
How to Start a Return
To request a return, please contact us with your order details before sending anything back.
Please include:
- Your order number
- Full name
- Delivery postcode
- Product you wish to return
- Reason for return
Once your return request has been reviewed, we will provide return instructions.
Refunds
Once your returned item has been received and inspected, we will confirm whether the return has been approved.
If approved, your refund will be processed to your original payment method. Refunds are usually processed within 7 working days of the returned item being received and approved. Your bank or payment provider may take additional time to make the funds available.
Return delivery costs paid by the customer are non-refundable unless the item is faulty, damaged, incorrect, or the return is due to an error caused by us.
Non-Returnable Items
For hygiene reasons, we may not accept returns for items that are stained, soiled, damaged, marked, odorous, or otherwise unsuitable for return, unless the item is faulty or your statutory rights apply.
This policy does not affect your statutory rights.
Contact Us
Reign Sleep Support Team
Email: hello@reignsleep.co.uk
Business Hours: Monday–Friday, 9:00 AM–5:00 PM