Refund & Returns

We hope you love your purchase, but if things change, we've got you covered. Below is everything you need to know about returns, cancellations, and refunds. Some items are excluded from returns – please read the relevant section carefully.

60-Night Trial & Standard Returns

 

You can return most items within 60 days of delivery for a full refund, minus any applicable fees. To start a return, simply contact us before the 60-day window ends.

How to contact us:

- Email: support@snooze.co.uk

- Online Chat: Visit snooze.co.uk and use the live chat feature

- Phone: 0121 517 0757

What happens next:

- A £95 collection fee will be deducted from your refund. This covers the cost of collecting the item from your home.

- Original delivery charges paid at the time of purchase are non-refundable.

- If the returned item shows signs of damage beyond normal use (e.g., torn fabric, stains, pet damage, or structural issues), we may deduct up to 85% of the total purchase price to cover the cost of repairs or loss in value.

- You are also welcome to arrange your own return using a courier of your choice. Please contact us first to receive a returns address and a reference number. We recommend using a tracked and insured service, as we cannot be held responsible for items lost in transit.

Example:
If you bought a mattress for £500 and paid £30 for delivery, your total was £530. If you return it in good condition within 60 days, you will receive £500 – £95 (collection fee) = £405. The £30 delivery charge is not refunded.

Custom & Made-to-Order Items

 

Items built to your specific measurements or requirements (e.g., non-standard bed sizes, custom headboards, or bespoke fabric choices) cannot be returned or refunded. The 60-night trial does not apply to these orders. Please ensure your measurements and specifications are correct before placing your order, as we cannot make changes or cancellations once production has begun.

Delivery Issues

Missed Delivery
You must be available to accept delivery on the agreed date and time window. If no one is present when our courier arrives, the delivery will be marked as failed and a redelivery fee of £95 will apply to reschedule. Original delivery charges are not refunded.

Damaged Upon Arrival
We take great care to ensure your item arrives in perfect condition. Upon delivery, please inspect the packaging and item before signing. If you notice any visible damage, note it on the delivery receipt and contact us immediately.

If you discover damage after unpacking (e.g., a scratch, dent, or tear), you must report it within 48 hours of delivery. We will arrange a free replacement or refund. Any damage reported after 48 hours may not qualify for a refund or exchange, as we cannot verify when or how the damage occurred.

Item Doesn't Fit
It is your responsibility to ensure the item can be moved through all doorways, hallways, staircases, and into your chosen room. We recommend measuring all access points before ordering.

If the item does not fit at the time of delivery and our team cannot complete the delivery, you have two options:

1- Redelivery – We can attempt to deliver at a later date using a different method (if possible). A £95 redelivery fee applies.

2- Cancellation – If you prefer to cancel, a £95 cancellation fee applies, and delivery charges are non-refundable. *Custom made beds are subjected to terms applicable in this policy. 

Access Restrictions

Please inform us of any access limitations at your delivery address when placing your order. This includes:

- Limited or no parking near the entrance

- Narrow doorways or staircases

- Restricted building access (e.g., concierge hours, lift dimensions, or security codes)

- Steps, steep inclines, or uneven paths

If our delivery team cannot complete the delivery due to undisclosed restrictions, the delivery will be marked as failed. You will be charged a £95 redelivery fee, and the original delivery fee will not be refunded.

Carrying limits: Our team can carry items up to one floor (one flight of stairs). If your delivery requires more than one flight, please let us know in advance so we can quote for additional help. If a lift is available and the item fits inside, we are happy to use it.

Cancellations

You may cancel your order for a full refund (minus any fees as described below) up to 5 working days before your scheduled delivery date, with a 12:00 PM cut-off time.

Example:

- If your delivery is scheduled for Thursday the 5th, you can cancel up to Tuesday the 3rd at 1:00 PM.

- If your delivery is scheduled for Monday, the cancellation cut-off is the previous Thursday at 1:00 PM (weekends and bank holidays are not working days).

Fees after the cut-off:

- For in-stock items: A £95 cancellation fee applies, and delivery charges are non-refundable.

- For made-to-order or custom items: A 75% cancellation fee applies. This covers materials and labour already committed to your order. The remaining 25% will be refunded to you.

If you cancel before the cut-off, you will receive a full refund of all amounts paid, including delivery charges.

Professional Assembly Service

If you selected our professional assembly service when ordering, here are the full details:

What we do:

- We deliver the item to the room of your choice (ground or first floor only – see below).

- We unpack the item and assemble your bed.

- We do not remove or dispose of packaging. We strongly recommend keeping the original packaging in case you need to return the item in the future.

Floor restrictions:
If your bedroom is located higher than the first floor (i.e., second floor or above) or in a lower ground/basement level, you must notify us at the time of order by selecting the assembly option and leaving a message. If you do not inform us, we may not be able to complete the assembly, and additional charges may apply.

Returning an assembled bed:

- You must fully dismantle the bed before the collection team arrives. This includes removing all screws, bolts, and fittings.

- The bed must be securely repackaged in its original packaging. If the packaging is damaged or missing, replacement packaging will be required (see below).

- If the bed is not dismantled and packed correctly at the time of collection, an additional fee of up to £50 may be charged for the team to do it.

• We cannot schedule a collection until you send us clear photos showing the bed fully dismantled and packed.
  

Lost or disposed of packaging?

If you no longer have the original packaging (or if you asked our assembly team to take it away), please email us at support@snooze.co.uk to request replacement packaging. We can arrange next-day delivery, but this service is chargeable (typically £20–£40 depending on the item).

Cancelling assembly service or collection:

A 5-working-day notice period applies for cancelling or rescheduling an assembly or collection, with a 12:00 PM cut-off. For example, if your assembly is scheduled for Monday, you must cancel by the previous Monday at 1:00 PM (5 working days before). If you cancel after the cut-off, a £95 cancellation fee applies.

Refund Timing

Once we receive your returned item and our team confirms it is in reasonable condition (free from excessive damage, stains, or misuse), we will process your refund.

How we refund:

- Refunds are issued to the same payment method used at the time of purchase.

- Please allow up to 10 working days for the refund to appear in your account after processing. Some banks may take additional time to show the funds.

Partial refunds:
If we need to deduct fees (collection fee, damage deduction, or cancellation fee), we will provide a clear breakdown via email.

Questions?

We're here to help. Contact our support team using any of the methods below:

- Email: support@snooze.co.uk

- Online Chat: Visit snooze.co.uk and click the chat icon

- Phone: 0121 517 0757 (Monday–Friday, 9:00 AM – 5:00 PM)

Alternatively, visit our help centre at snooze.co.uk/help for FAQs and live chat.