Refund policy

Your 100-Night Trial – What You Must Know

Sleep on your new mattress for up to 100-nights and really get to know it!

We ask that you sleep on your new mattress for a minimum of 30 nights to allow enough time for your body to fully adjust.

Returning the mattress is free.

You will be refunded in full.

Your Mattress must be kept clean. We recommend using a REM-Fit mattress protector - view our protectors here.

As part of our social and environmental awareness, returned mattresses are either donated to charity and sold on through our partners at the British Heart Foundation or sold on as ‘rejuvenated’ mattresses via various channels and therefore must be clean. Rejuvenated mattresses are steam cleaned, maintained and if required fitted with a brand-new REM-Fit mattress cover. Rejuvenated mattresses are never sold on as ‘new’ on our website.

Please click here to begin the return or exchange process. Once the page has loaded please click on the 100-night trial chat bot and make sure you have your order number available.

Stain removal fee – should the mattress be soiled, stained or marked in any way REM-Fit reserves the right to charge £35 to professionally clean the mattress. REM-Fit and the British Heart Foundation reserves the right to refuse the return request / collection should the mattress be heavily soiled or stained.

You may only cancel a mattress order once under the 100 night trial (per mattress range). Any subsequent mattress ordered of the same type will not have the 100 night trial period. For the avoidance of doubt a customer who purchases two different types of mattress (400 & 500 Ortho) will have a 100 night trial in respect of the first mattress ordered in each mattress range.

We reserve the right to refuse the 100-night trial at our complete discretion, including, but not limited to, anyone associated with a mattress manufacturer or brand, or in such circumstances where we suspect dishonesty, misrepresentation or misconduct on your part or should the mattress be heavily soiled. We also reserve the right to refuse the 100-night trial at our complete discretion in such circumstances where more than one order is placed for the same household address or where a customer does not respond for long periods of time (over 7 days) causing prolonged delays to a reasonable collection process. Your statutory rights will not be affected.

How will a 100-Night Sleep Trial collection work?

• Please click here to begin the return or exchange process. Once the page has loaded please click on the 100-night trial chat bot and make sure you have your order number available.
• Collections are free of charge for UK customers and will either be collected by our partner charity the British Heart Foundation or Rhenus Logistics.
• For the purposes of administering the collection this information will be transferred to the British Heart Foundation/Rhenus. It is assumed that if you want to return the mattress under the 100 night sleep trial, you are happy for this information to be passed to the British Heart Foundation/Rhenus. This information is not used by the British Heart Foundation/Rhenus for any retargeting basis or used for any other purposes except to allow collection of a mattress under the 100 night sleep trial.
• It will be your responsibility to work to the British Heart Foundation/Rhenus collection times provided – failure to be flexible can result in delays to your collection and therefore your refund also. For customers outside of the UK, it will be your responsibility to arrange and cover the costs of return.
• Once the British Heart Foundation/Rhenus receives the customer data , it will make every reasonable effort to contact the customer by phone or email within 72 working hours to arrange collection.
• The British Heart Foundation/Rhenus will make every reasonable effort to book in an agreed collection date within 14 working days. The customer will be offered a call 30 minutes prior to collection.
• A collection is expected to have taken place within 21 working days of the British Heart Foundation’s/Renus's first contact with the customer. Above and beyond this 21 day period customers will be charged £5 per day until the mattress is collected.
• Any agreed refunds (excluding delivery/removal costs) will be made within 5 working days following receipt of the mattress and will be made using the same method of purchase unless agreed otherwise.
• In circumstances where there are no British Heart Foundation/Rhenus outlets in your vicinity in order to be able to make a collection, REM-Fit reserves the right to find an alternative acceptable collection method.
  
  

Rejuvenated Mattresses Sleep Trial Terms

• All the above terms & conditions are applicable to our Rejuvenated mattresses with the exception that the sleep trial period is 30 days from date of delivery.

Free Mattress Collection For UK Customers

If you have received your mattress but have changed your mind and have not opened the packaging, we will collect the mattress at no extra cost, provided that you inform us within 100 days of delivery. Any used mattress will fall under the 100 night trial terms and conditions above. For customers outside the UK, you will be responsible for the costs of returning the mattress in order to claim your refund.

Damaged/Disputed Goods

We will exchange any product that is either damaged or faulty upon delivery provided that you have followed all applicable terms and conditions. Before processing a damaged/disputed goods claim, we will require a photograph of the item. It is the responsibility of the customer to ensure that before signing for receipt of the items, the customer is satisfied that it has been received in good condition.
Please contact Customer Services within 24 hours of receipt of the mattress to notify us of any faults/damages and provide photographic evidence as soon as possible.

Other Returns

We will accept unwanted goods requests within 14 days of the original delivery date (this does not include mattresses within their 100-200-night trial). Unwanted goods must be unused and still in their original packaging. Email sales@rem-fit.co.uk to raise a return request. Returns arranged by REM-Fit will be charged to the value of £5 per item.

Cancellation

You must exercise any right to cancel your order by informing REM-Fit by email at sales@rem-fit-accounts.co.uk prior to the dispatch of the item. Customers wishing to return their items after dispatch must take all reasonable care to ensure that the mattress is unopened and is returned in its “as new” condition in the original sealed packaging.