Our Satisfaction Guarantee
The Mattress Emporium give a 100% satisfaction guarantee, so if you don't like it, just let us know within 14 days of delivery (date of dispatch for deliveries made by courier), and we will either give you a full refund, or change it for another model (we will always try to find a suitable replacement first).
Mattress protectors must be used to qualify for the satisfaction guarantee, and goods must be in perfect condition.
Please Note: We can’t offer our 100% satisfaction guarantee on special sizes (including continental sizes). However you will still be covered by the manufacturer's guarantee.
Damaged Goods and Guarantees
You must notify The Mattress Emporium of any damage to the goods within 48 hours of delivery, who will then arrange for a replacement as soon as possible.
In the rare case that your goods are delivered by courier, the goods must be checked for damage before signing. If the driver is not willing to wait for you to check the goods, then you must state "unchecked" on the delivery slip when you sign. This is down to the courier's policy, not ours.
Special sizes are not covered by our satisfaction guarantee. Continental sizes have to be specially made, and are also classed as special sizes.
The manufacturer gives a 12 month guarantee against faulty materials and workmanship. And if your mattress contains memory foam, then there is a 2 year guarantee on the memory foam. The terms of the manufacturer's guarantee will be included with your goods.
Returns Policy
If you wish to return any goods that are not faulty, then you must inform The Mattress Emporium direct within 14 days of receipt of the goods. The Mattress Emporium will then communicate with the customer to try and find a suitable alternative. However if a suitable alternative cannot be found then we will issue a refund. Refunds will be issued once the goods have been returned to the factory for inspection. If goods have been damaged by the customer, then no refund will be given.
Most of the time there will be no transport costs for returning goods. However The Mattress Emporium reserve the right to charge for transport costs if they feel that a customer is being unreasonable. The Mattress Emporium will only cover transport costs for returned items from within mainland UK. The Mattress Emporium will not refund the delivery charge for any goods that a customer decides are unsuitable, unless advice on the most suitable item has been given verbally by an employee of The Mattress Emporium.
Delivery Policy
All goods, and delivery charges must be paid for in full before delivery, unless you have chosen to take advantage of our cash on delivery service.
Goods paid for by cheque will not be delivered until the payment has cleared.
All goods must be signed for at the time of delivery. If however a customer requests that goods left in an unsecure location, and a customers signature cannot be obtained, then the The Mattress Emporium delivery driver will take photographic evidence that the item has been delivered to the requested location, and responsibility for the security of the goods is then with the customer.
The Mattress Emporium will try on all occasions to keep customers informed of delivery times, and will endevour to keep as close as possible to stated delivery times. However on some occasions due to circumstances beyond the control of The Mattress Emporium, delivery may be earlier or later than the time originally stated.
Delivery for most of the UK mainland is usually within one week, but on rare occasions this could be increased to ten days. However some parts of the UK may take longer for delivery.
If you require delivery before the next delivery run to your area, then The Mattress Emporium may on occasions use a courier company. However we must point out that the courier will not insure large items such as beds. The Mattress Emporium will however take care to make sure that all items are well packed.
PLEASE NOTE: CUSTOMERS IN THE NORTH OF SCOTLAND, OR ISLANDS OFF THE COAST OF THE UK MAY BE CHARGED A SLIGHT EXCESS DELIVERY CHARGE. IF YOU THINK THIS MAY APPLY TO YOU, THEN PLEASE CONTACT US DIRECT FOR A QUOTE.
Fraudulent payment reversals by Pay Pal, or any credit card company after delivery may be subject to legal proceedings to recover the payment.
Your statutory rights are not affected
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