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Our Returns Policy

What if I change my mind?

We hope you will enjoy all the benefits that TEMPUR products bring.  Because you have bought online via uk.tempur.com, you have 14 calendar days starting the day after you received your order during which you can change your mind (unless you have purchased an item with an extended trial period - see below).

Most importantly, if you decide that you want to return any items, it is crucial that you let us know in writing. Please use our Online Return Request Form to notify us of your intention to cancel part or all of your order. It's straight forward and easy to do and you can send it electronically. Alternatively if you prefer you can download a copy to post to us at our Hayes address.  The most important thing is not to send items back until we have responded to you and supplied a number pre-fixed with RMA.  This helps us to process your request more efficiently when items arrive back at our depot.

Then refer to Clause 14 and 16 in our general Terms and Conditions for full details as to what happens next. By completing the form you will also receive emails to guide you through the process.

What about items on trial?

If this is the first time you have purchased a mattress directly from us online, we offer a 100 night trial on selected lines which automatically extends your statutory rights.  (Please note any mattress listed and sold as a Special Buy, Sale or Clearance item is automatically excluded from our 100 night trial (unless it is specifically stated against a unique product at time of order.)  In this instance, standard Distance Selling Regulations will apply.)  For qualifying products, should you decide sleeping on TEMPUR is not for you, again please notify us by completing our Online Return Request Form before midnight of the last day of your trial.  If you prefer to send your request by post you may download the form to print off, but remember we must receive it before the deadline expires.

Then refer to Clause 14 and 16 in our general Terms and Conditions for full details as to what happens next. By completing the form you will also receive emails to guide you through the process.
 

What if my product is damaged, faulty or not what I ordered?

Again let us know in writing immediately,  In this instance email customerservice@tempur.co.uk with your name and address details plus a brief description of the problem, and then refer to Clause 15 in our general Terms and Conditions .

 

What happens if I have purchased a Special Offer?

From time to time we are pleased to offer our online customers the chance to buy our products as part of a special offer.  We want you to love your products, but again if you change your mind about your purchase, below are details of offers we are currently running so there are no surprises!

 
SPECIAL BUY OFFER: TEMPUR Classic Mattress 20 Plus FREE Mattress Protector!

This unique offer is listed in our Special Buys Section and applys only to this mattress. So if this is your first mattress purchased from us, you may take advantage of our 100 night trial. In the unlikely event that you decide TEMPUR is not right for you and you want to return your order, here’s what to do:

  • Please retain your mattress packaging until your trial is complete.
  • If you change your mind, please notify us via our Online Return Request Form before midnight on the last date of your trial that you wish to send your mattress back. It’s simple and easy to complete. You will receive emails guiding you through the process.
  • If you live on Mainland UK and you wish to engage us take your TEMPUR mattress away, there is a minimum charge of £72 (£60+VAT) to do so. For a more detailed explanation of this service, please see the section on ‘How do I send my Items back? below. We also recommend you refer to our full Terms and Conditions for further clarification.
  • If you prefer to return your items to us by another method, the cost of this alternative service must be borne by you.

Finally, the TEMPUR-Fit Mattress Protector is free (i.e. sold at 100% discount) when purchased together with a qualifying mattress as indicated above (as a bundle). To avoid any doubts, if you change your mind either during the statutory cooling off period, or during a longer trial period that we might have offered (see our general Terms and Conditions of sale), and you decide to return any mattresses bought under this offer, you will also be expected to return the mattress protector that was given to you (as a bundle) at the same time.

If you would prefer to pay for this item separately so you may keep it, of course we are happy for you to do so. In this case our normal retail prices will apply.

Delivery to your Mainland UK address is currently free, but a minimum charge of £72 will apply if you subsequently change your mind and you request us to come and collect. Please ensure you retain your packaging until you know that TEMPUR is the right sleeping experience for you.

 
SPEND AND SAVE PROMOTION: Using code SAVENOW when you spend £250 or more on selected items - Refunds.

Our normal terms and conditions apply to qualifying items purchased during this promotion. These include products listed in Mattresses, Beds, Pillows and Accessories. Items listed in Special Buys do not form any part of this offer. In the unlikely event that you decide TEMPUR is not right for you and want to return your order for a refund please be aware of the following:

Returning your whole order:

The processes outlined in ‘How do I send my items back?’ will guide you through our returns and refund process.

Returning part of your order:

The Spend and Save promotion includes an order value reduction linked to how much you spend. Qualifying order values start from £250 or more. Order value reductions start at £50 rising incrementally to a maximum of £1000.

If you choose to return part of your order a full refund will be given for the items returned, provided the value of the items retained still exceeds the qualifying amount for the order reduction you claimed under this promotion with code: SAVENOW.

Please refer to these notes for further clarification.

Using this order as an example:

You spend £750 before adding voucher code SAVENOW. You save = £100. You pay £650.

  • A If you return an item with a pre-offer value of £52, your revised order value before the voucher code is now £698. This still qualifies for a saving of £100 which means you pay £598. Tempur will refund £52 from your original payment of £650.
  • B But if you wish to return an item with a pre-offer value of £252. Your revised order value before the voucher code is applied is now £498. Your qualifying saving is now recalculated as £50. Your reduced order total is £448. TEMPUR refunds you £202 from your original payment of £650.

In this instance the full pre-offer value of the rejected item will not be refund. This is because the value of the items retained qualify for a lower order reduction than the one you originally claimed under this promotion with code: SAVENOW.

In both cases the process of sending back items is the same as for all other orders subject to our terms and conditions. Be assured we are here to help.

 

 

What happens if I have purchased a Special Buy, Real Deal or Clearance Item?

From time to time we are pleased to offer our online customers the chance to buy a selection of our products at reduced prices in our Special Buys Section. Items may range from large products such as mattresses, beds, headboards and toppers to smaller items such as pillows, accessories and bedding. Generally these will be limited stock lines, so when they are gone, they are gone. We want you to love your products, but again if you change your mind about your purchase, how to send your items back is described in the section below, so you know what to expect and there are no surprises!

Please note:  Any mattress listed as a Special Buy, Real Deal or Clearance Item is generally not included in our extended 100 night trial (unless specifically stated on the unique product page at the time of order).  If you change your mind, standard Distance Selling Regulations apply, and you must inform us of your intention to return your goods no later than 14 calendar days after the day your order was delivered. In the case of larger items, a minimum collection charge of £72.00 (£60+VAT) will apply. This is dependent on you accepting the designated date we offer. If you require an alternative specific date and/or time frame for the collection of the goods, this may incur additional charges. These must be agreed and paid in full before final arrangements are confirmed. For further details please read the section below.
 

How do I send my items back?

Whether you have ordered a large or a smaller item please use our Online Return Request Form to let us know you wish to send something back.  It's straight forward and easy to use.  Once you have submitted your request electronically we will send you emails to guide you through the process.  Alternatively details of our returns process are covered in full in Clause 16 in our general Terms and Conditions.  Please ensure you comply with these to enable us to process any refund due as swiftly as possible.

Sending back smaller items...

FREEPOST options are available on selected smaller items for customers living in the UK.  Again this is all explained on our Online Return Request Form.  Alternatively, please see Clause 16.2 to check your product qualifies otherwise the cost of return shipment may be deducted from your final refund. Our FREEPOST address is TEMPUR UK Ltd, Freepost (HA4653), Caxton Point, Printing House Lane, Hayes, Middlesex UB3 1AP.  Online Return Request Form users will receive an address label via email to assist them.

Sending back large items...

Should you wish to return a larger item such as a mattress, topper, headboard, bed frame, bedstead or bed base of any description and wish to engage us to uplift these items from you, this service is only available for products located on Mainland UK, and a minimum collection charge of £72 (£60+VAT) will apply. This is dependent on you accepting the designated date we offer. If you require an alternative specific date and/or time frame for the collection of the goods, this may incur additional charges. These must be agreed and paid in full before final arrangements are confirmed.

 

To begin the process, simply notify us first via the Online Return Request Form.  On the day we call, please ensure you have the items ready for collection on the agreed date as you may still be charged should we be unable to take them away.

Alternatively, if you prefer to make your own arrangements to return your items, this will be at your own expense.  In this instance don’t forget to include your name, order number, address and contact details, otherwise any refund due may be delayed.

 

What happens if I bought from another retailer or shop?

If you bought your TEMPUR product from an authorised TEMPUR UK stockist that carries our products, your purchase is subject to the return and exchange policies of that retailer.  Our store locator may help you to locate local details.