Peace of Mind
Returns, Guarantee & Warranty
Shop with confidence. Clear, fair returns and a 5-Year Warranty on selected mattresses.
14-Day Returns
Return within 14 days of delivery if unused and in original packaging. A 15% restocking fee applies.
5-Year Warranty
Selected mattresses include a 5-Year Warranty against manufacturing defects, with tiered replacement contributions.
1-Year Guarantee
All PrimeSleep mattresses include a 1-Year Manufacturer’s Guarantee against defects in materials and workmanship.
How the Returns Process Works
Contact Us
Email or call our Customer Services team within 14 days of delivery. Quote your order number and we’ll open a case promptly.
Arrange Return
The customer is responsible for return delivery costs. The item must be unused, in its original packaging, and in resalable condition.
Inspection
PrimeSleep reserves the right to inspect any returned product before approving a refund or warranty claim.
Refund Issued
Refund processed minus the 15% handling and restocking fee, once the item has been received and inspected.
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 15% 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 guarantee and warranty due to hygiene regulations.
3. Non-Returnable Items
- Custom-sized or made-to-order items
- Clearance or ex-display items
- Items altered after delivery
- Items damaged through misuse or neglect
4. Delivery & Access Responsibility
It is the customer's responsibility to ensure adequate access for delivery. If a delivery cannot be completed due to access issues, redelivery charges may apply.
5. Inspection Upon Delivery
Please inspect your order upon delivery. Any visible damage must be noted on the delivery paperwork. Report damage within 48 hours to sales@primesleep.co.uk with photographs.
6. Faulty Products
PrimeSleep reserves the right to inspect, repair, replace, or offer a partial refund for products confirmed as faulty. An inspection may be required before approving any claim.
7. Refund Processing
Approved refunds are processed to the original payment method within 5–10 working days of the returned item being received and inspected.
This policy is in addition to, and does not affect, your statutory rights under UK consumer law.
To arrange a return, please contact our Customer Services team at sales@primesleep.co.uk with your order number and reason for return.
Common Returns Questions
What is the 15% 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 standard 14-day return conditions and 15% restocking fee apply to the returned item.
What happens if my item arrives damaged?
Report any damage within 48 hours of delivery with photographs to sales@primesleep.co.uk. We will arrange a replacement or resolution promptly.
Does the warranty cover wear and tear?
No. The 5-Year Warranty covers manufacturing defects only — not normal settlement, wear, staining, or accidental damage. Using a mattress protector is required to maintain your warranty.
Questions about a return?
Contact Our Team