We want you to love your new mattress. If something isn't right, here's how returns and refunds work at Cozy Mattresses.
Changed your mind? 14-day right to cancel
If you buy online, you have the right to cancel your order within 14 days of receiving your mattress, without giving a reason.
- How to cancel: Tell us within 14 days of delivery by email at info@cozymatresses.co.uk, or using the cancellation form below. Please include your order number.
- Return costs: If you change your mind, the cost of returning the mattress is your responsibility. We'll arrange collection for you, and the collection cost of up to £60 will be deducted from your refund.
- Please don't send your mattress to our registered office. Always contact us first so we can arrange collection.
- Condition: Please keep the mattress clean and in good condition, and use a mattress protector if you've unwrapped it. If the mattress has been used beyond what's needed to check it, or is stained, soiled or damaged, we may reduce your refund to reflect its lower value.
Faulty, damaged or wrong item
If your mattress arrives damaged, has a fault, isn't as described, or we've sent you the wrong item, there's no cost to you. We'll collect it free of charge and put things right. Your rights under the Consumer Rights Act 2015 are not affected.
- Damaged on delivery: Please report any damage within 24 hours of delivery, with photos of the damage and packaging, so we can sort it out as quickly as possible.
- Faulty within 30 days: You're entitled to a full refund, or you can choose a repair or replacement.
- Faulty after 30 days: We'll offer a repair or replacement. If that isn't possible, or doesn't fix the problem, you can claim a refund.
2-year guarantee
All our mattresses come with a 2-year manufacturer's guarantee against manufacturing faults. The guarantee doesn't cover normal wear, a gradual softening of comfort layers, damage from misuse, stains, or use without a suitable, supportive bed base. This guarantee is in addition to your legal rights.
Refunds
Once your mattress has been collected and checked, we'll refund you within 14 days, using the same payment method you used to pay. We'll confirm by email when your refund has been processed. Depending on your bank, it can take a few extra days to appear in your account.
Mattresses bought on finance
If you paid using a finance or pay-later option, we'll notify your finance provider when your refund is processed, and they'll update your agreement.
Special order items
Your right to cancel also applies to special order sizes. If you have any questions before ordering one, please contact us.
Cancellation form
If you'd like to cancel, you can copy and send this message to info@cozymatresses.co.uk:
To Cozy Sofas Ltd (trading as Cozy Mattresses), info@cozymatresses.co.uk:
I hereby give notice that I cancel my contract for the sale of the following goods: [product and size]
Order number: [order number]
Ordered on: [date] / Received on: [date]
Name: [your name]
Address: [your address]
Date: [date]
Need help?
Our team is happy to help with any questions about returns. Call us on 07421 668882 (7 days a week, 9am – 8pm), message us on WhatsApp any time, or email info@cozymatresses.co.uk.
Cozy Mattresses is a trading name of Cozy Sofas Ltd. Registered in England & Wales, company number 16034019. Registered office: 353 High Street North, London, E12 6PQ.