Returns & Warranty

Returns & Refunds Policy

PrimeSleep — operated by Slumber Nest Limited

1. Returns Period

You have 14 days from the date of delivery to request a return, provided the item is unused, in its original packaging, and in a resalable condition. A 30% handling and restocking fee will be deducted from the refund. The customer is responsible for all return delivery costs.

2. Hygiene & Condition Requirements

Due to the nature of our products, we may refuse returns showing signs of use, staining, soiling, or contamination. Any mattress that is stained or contaminated will invalidate the warranty due to hygiene regulations.

3. Non-Returnable Items

Custom-sized or made-to-order items, assembled products, used mattresses, and items not returned in original packaging may be excluded from return eligibility unless faulty.

4. Faulty or Damaged Items

If an item arrives damaged or faulty, contact us as soon as possible with your order number and clear photographs. Your statutory rights under UK consumer law are not affected.

Common Returns Questions

What is the 30% restocking fee?

The restocking fee covers our cost to inspect, repackage, and return the item to inventory. It is deducted from your refund on approval.

Who arranges the return collection?

The customer is responsible for arranging and paying for return delivery. We recommend using an insured, tracked courier service.

Can I exchange for a different size or fabric?

Exchanges are treated as a return of the original item followed by a new order. The original item must meet the return conditions above.

5. 5-Year Warranty

All PrimeSleep mattresses are covered by a 5-Year Warranty against defects in materials, workmanship, and manufacturing. This warranty does not cover:

• Normal wear and tear
• Changes in personal comfort preference
• Mattress settlement within normal industry tolerances
• Damage caused by misuse, abuse, improper storage, or incorrect support (e.g. an unsuitable or damaged base/frame)

Where a valid claim is approved, a tiered contribution towards a replacement applies, based on the age of the mattress from the original delivery date:

Period from Delivery	Customer Contribution
Year 0–1	No charge
Year 1–3	50% of current retail price
Year 3–5	75% of current retail price

Warranty Conditions

To keep your Warranty valid, the following conditions must be met:

• A mattress protector must be used at all times
• Staining, soiling, or contamination of the mattress invalidates the warranty
• The mattress must be turned and/or rotated regularly, in line with the care instructions provided
• The mattress must not be folded, bent, or jumped on
• The mattress must be used on a suitable PrimeSleep divan base or another approved, adequate support system
• Proof of purchase must be retained and provided with any claim
• PrimeSleep reserves the right to inspect the mattress before approving any warranty claim

Mattress Settlement

Some settlement (a reduction in mattress depth) is a normal part of how all mattresses age and is not considered a fault. Settlement within normal industry tolerances is expected over the lifetime of the product and is not covered under the Warranty.