FREE RETURNS FOR ALL MAINLAND UK ORDERS
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.
Clauses 14 and 16 in our general Terms and Conditions also give full details as to what happens next.
What about items on trial?
Mattresses - 100 Nights (Excludes Outlet Refurbished Items)
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 on this website as a Special Offer, including Special Buys, Exclusives or Limited Stock (Clearance) items 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.)
Pillows - 30 Nights (Excludes Outlet Refurbished Items)
Again if this is the first time you have purchased a standard full sized pillow directly from us, we now offer a 30 Night Trial. This also automatically extends your statutory rights. (Please note: mini pillows, support cushions, travel products, all accessories, including any listed in Special Offers as Special Buys, Exclusives or Limited Stock (Clearance) items do not form part of this offer.)
Outlet Refurbished Items: Mattresses - 30 Nights, Pillows - 14 Nights
If this is the first time you have purchased a refurbished mattress directly from us online, we offer a 30 Night Trial on selected lines which automatically extends your statutory rights. For refurbished pillows you have 14 nights which mirrors the time permitted in the standard Distance Selling Regulations.
When you have decided...
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.
We recommend you 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.
The section below entitled 'How do I send my items back?' also outlines how to return unwanted items back to us.
What if my mattress order included additional bonus/free products at the time I purchased?
For participating customers, the mattress and any bonus/free products such as a mattress protector (sold together as a bundle) are for use during the 100 Night Trial (or 30 Night Trial for selected refurbished items). If you decide during this period that the mattress and any bonus/free products claimed are not for you, and you wish to cancel your order, please follow the process described above in ‘What about items on trial?' and ‘How do I send my items back?' further down the page. We also recommend you refer to Clause 14 and 16 in our general Terms and Conditions.
In deciding to return any mattress bought within a bundle offer, you will also be expected to return all bonus/free items which were claimed by you and included (as a bundle) at the same time.
If you wish to return your mattress, but still retain one or more of the other items from the bundle, we are happy for you to do so. The price at the date of your original order will apply to the retained items. They must be paid for separately. Please make sure you advise us of the items you are sending back and the ones you are keeping when you notify us via our Online Return Request Form.*
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.
How do I send my items back?
Whether you have ordered a large or a small 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.
FREE returns for smaller items
A FREEPOST option is available on selected small 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 Please follow our process and you will receive an address label via email to assist you.
FREE returns for large items - Mattresses, Bed Bases, Headboards and Topper 7s
This service is now FREE for products located on Mainland UK on condition that you accept the designated date we offer for uplift and collection. On the day we have agreed to call, please ensure you have the items ready for collection as you will incur a charge of £72 (£60+VAT) should we arrive at your address but are unable to take them away. Use our Online Return Request Form to request this service.
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. Please contact us directly to discuss your requirements.
What if I want to make my own return arrangements?
If you prefer to make your own arrangements to return your unwanted items both large and small, 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. If you are bringing back large products please ensure you agreed a date and time to visit our premises otherwise there may be no-one available to assist you.
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.
