Refund policy
We want you to love your new mattress. If something isn't right, here's how returns and refunds work at Cozy Mattresses.
Damaged, dirty or wrong item on delivery
If your mattress arrives torn, damaged or dirty, or we've sent you the wrong size or wrong mattress, we'll collect it free of charge and send you the right one, or give you a full refund. There's no cost to you.
- How to report it: Please contact us within 24 to 48 hours of delivery.
- Proof: Please send clear photos of the problem, the mattress label showing the size, and the packaging. This helps us sort things out as quickly as possible.
- Please don't use the mattress: Keep it in its packaging where possible until we've collected it.
2-year guarantee
Every mattress comes with a 2-year manufacturer's guarantee. If a manufacturing fault appears during this time, such as a broken spring or failed stitching, contact us with photos and your order number. We'll collect the faulty mattress free of charge and send you a replacement.
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 under the Consumer Rights Act 2015. If a fault appears within 30 days of delivery, you can choose a full refund or a replacement. After 30 days, if a replacement isn't possible or doesn't fix the problem, you can claim a refund.
Changed your mind? 14-day right to cancel
Under UK law, if you buy online you have the right to cancel your order within 14 days of receiving your mattress, without giving a reason. We'll collect the mattress from your home.
- How to cancel: Tell us within 14 days of delivery by email at info@cozymattresses.co.uk, or using the cancellation form below. Please include your order number.
- The mattress must be unused: It should not have been slept on, and must be clean, undamaged and in its original condition, ideally in its original packaging. If the mattress has been used, stained, soiled or damaged, we may reduce your refund to reflect its loss in value, which may be up to the full price.
- Return costs: If you change your mind, the cost of returning the mattress from your home to our warehouse is your responsibility. We'll arrange the collection, and the cost 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.
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.
Cancellation form
If you'd like to cancel, you can copy and send this message to info@cozymattresses.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@cozymattresses.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.