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Terms & Conditions

Here's everything you need to know about our Internet & Telesales Terms and Conditions

You agree to be bound by the Terms and Conditions as laid out below and they will govern each order that you place with us. Each order is a separate legally binding contract. You should read these terms and conditions carefully and make sure you understand them.

If a provision in these Terms and Conditions is found to be invalid or unenforceable by a court, it will not affect the validity of the remaining provisions

These terms and conditions are governed by the laws of England and Wales and do not affect your statutory rights.

1 - Definitions

1.1 In these terms and conditions and your sale agreement (which was given to you on the day you purchased the goods), the following words shall have the following meanings:

  • "You" or "Your" means the person named in the order to whom we are supplying the goods in accordance with these terms and conditions.
  • "We", "Us" or "Our" means Bedsonline.Biz Limited trading as, 116 Joseph Wilson Industrial Estate, Whitstable, Kent, CT5 3SN.
  • "Order" means Your order for the goods and/or services.
  • "Goods" means all products listed in the order.
  • "Made to Measure" means any Goods that are made to specific, non-standard dimensions as determined by You.
  • "Delivery" means the delivery of the Goods to the delivery address specified in the Order.

2 - Orders

2.1These terms and conditions apply to orders placed Online or over the phone. To view our terms and conditions for items purchased in store, please contact our customer services team on 0333 0069769.

2.2It is your responsibility to check:

  • The dimensions of all Goods to ensure that they will fit into your property.
  • That additional services requested (such as room of choice or disposal) are clearly noted in the order. These will be shown separately. If they are not included in the order, then these services have not been purchased and will not be provided.

2.3The description of the goods will be as specified within the order.

2.4You should be aware that:

  • All sizes given are approximate and stated mattress and bed sizes refer to the sleeping surface only.
  • Mattress sizes may vary slightly from their stated dimensions due to manufacturing tolerances.
  • Comfort grading is for guidance only.
  • When placing a mattress on a bedstead please note that there may be a gap around the edges, this is to allow for rotation & bedding.

2.5Please be aware that when converted, metric sizes are not exactly the same as imperial sizes. For more information and advice, please visit: The Sleep Charity/

2.6Receipt of an order via our website does not constitute acceptance of an order. We reserve the right to refuse your order for any reason.

2.7A confirmation of your order will be sent automatically by email or postal service together with a copy of these terms and conditions, unless you are notified to the contrary within 72 hours of this confirmation, the order will be deemed to be accepted by us.

2.8You will be responsible for ensuring the accuracy of any order submitted by you, confirming where reasonably requested to do so by Us, any telephone numbers, addresses, or contact information. You are also responsible for the giving of such information as is necessary relating to the terms and delivery (as the case may be) to enable us to deliver the goods to the delivery address provided by you.

2.9Any errors or omissions in any sales literature, price list, dispatch note, invoice or other documentation or any information issued by us occasionally shall be subject to correction without liability on our part.

3 - Price & Payment

3.1Full payment is required at the time the order is placed and we will collect this using the payment details supplied by the buyer.

3.2All prices quoted are in pounds sterling including any applicable taxes at current rates.

3.3All purchases must be paid in full before delivery. We will continue to own and reserve the right to repossess any goods sold from our website until payment has been received and cleared in full. Where Goods are purchased using a Finance option, these will be processed once approval has been received, ownership of these Goods will be passed to the Finance provider under your finance agreement terms.

3.4Payments are accepted on most credit or debit cards (including Visa, Delta, Mastercard and American Express “AMEX”) via our secure server. I/We authorise you to make any enquiries you deem necessary in connection with this sale. This information will be used for fraud prevention or debt recovery.

3.5Price includes delivery to any mainland UK address Monday to Friday. Additional charges will be incurred for delivery to the Scottish Highlands and Grampians. Saturday & Sunday deliveries are subject to availability. For further information see “Delivery – point 4” below or speak to our Customer Services team.

3.6We can only accept payments from U.K registered accounts. Any payments received from non-U.K. registered accounts may be cancelled and refunded at the discretion of Us.

3.7The total price payable, for all items ordered, will be debited from the account provided, at the time that the order is placed.

3.8All billing information given must match those held by the bank that issues the card that you are paying with. Failure to supply the correct information may lead to a delay or cancellation of your order. Your order will only be processed once the payment has been authorised.

3.9Payment for goods must be made in accordance with our purchase procedure as set out on our website. All orders are positively credit card sanctioned prior to dispatch. We can accept no responsibility if any details you provide us with are incorrect or if any order is held up as a result of incorrect or unsubstantiated details.

3.10Your order for goods is subject to stock availability. If we do not supply goods to you for any reason, we will inform you of the situation and will refund any money already paid by you for these goods. If either you or we are in breach of the arrangements under the Agreement, neither of us will be responsible for any losses that the other suffers as a result, except for those losses which are a foreseeable consequence of the breach.

3.11In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna: Pay Later in 3 Further information and Klarna's user terms you can find here. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna's privacy statement.

3.12Klarna’s [Pay in 3 instalments] [and] [Pay in 30 days] are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Ts&Cs and late fees apply.

4 - Delivery

4.1Delivery dates and lead times are given in good faith but are subject to change and all matters beyond Our control, including acts of nature, strikes, lockouts, and delay by suppliers, may impact delivery.

4.2Delivery lead times will be clearly detailed on the product page. Most delivery lead times are shown in working days and start from the date of Order. However, some exceptions apply when only a deposit is paid with an Order. Please contact Customer services for details.

4.3Items we carry in stock are normally delivered next working day or on the day you specify at the point of order.

4.4All delivery times are subject to stock availability and whether your payment has been processed and validated.

4.5Delivery will be made to the delivery address specified on the Order and any changes to the delivery address must be supported by documentary evidence. You must notify us at least 72 hours prior to Delivery of any delivery amendments. Any amendment however small may lead to an increase in lead-time or change of delivery date.

4.6We can deliver to most postcodes in mainland England, Wales and Scotland (including the Highlands & Grampians), but We may be unable to deliver to some locations. We are unable to deliver to Ireland (including Northern Ireland) and all offshore islands including Isle of Wight and Isle of Man. We reserve the right to recover all costs for orders processed to these areas. Please contact Us for more details.

4.7Deliveries to the following postcodes may take a little longer - please allow 3-14 days for deliveries to AB, DD, FK, IV, KW, KY, P, PA1-80 and PH. Delivery to these postcodes are also subject to an additional delivery charge.

4.8Our basic Free delivery service is one delivery driver, who will bring your item to the door of your house or to the ground floor of your block of flats. Standard delivery is to your front door only. Delivery is between 7:00am and 7:00pm. are only responsible for delivering goods to the customer's front door.

4.9 iIf you need help to get the Goods upstairs, we recommend upgrading to our Room of Choice delivery service at checkout. As the name suggests, this is to your “room of choice” (where accessible and at owner's risk). Please note that our courier is only insured to take your item(s) no higher than the third floor. However, we can usually accommodate delivery to other floors provided there is a service lift available that can fit your item(s) in.

4.9 iiIt is solely Your (Homeowner / Tenant) responsibility to ensure purchased items will fit into your home. You must check measurements of doorways, corridors and stairways in particular. Also please ensure all floors are suitably covered and any obstructions are removed to allow this service. The couriers are not permitted to move any personal items unless pre-arranged and only after the courier is fully indemnified by You against any damage via a signed disclaimer at your home on the delivery day. Because of Health & Safety requirements the crew are not permitted to remove their safety shoes.

4.10Delivery will be deemed to have taken place when the Goods have been delivered to the address set out in the Order. We do not need to satisfy Ourselves that the person accepting delivery at the agreed address is authorised by You to accept the Goods.

4.11Please ensure you check Your items thoroughly on delivery for damage. You will be asked to sign the proof of delivery (POD) to confirm all goods were checked and received in good condition and that there was no damage to Your order and / or Your property as a result of the delivery. If upon delivery You find Your goods are damaged, please sign for them as "Damaged" and refuse delivery.

4.12We must be notified within 24 hours of your delivery if any part of your order is missing. All claims will become void after this period.

4.13If, as a result of circumstances beyond Our control, We reasonably believe that We will be unable to complete Delivery of the Goods, We will be entitled to cancel the Order and will provide you with a full refund of all amounts paid.

4.14If We are unable to complete Delivery due to the Goods not fitting in the required room at the delivery address, You may order a different product as a replacement for the Goods. In these circumstances:

  • You must pay the difference between the price of the Goods and any replacement product which is of higher value.
  • You shall not be entitled to a refund of the difference between the price of the Goods and any replacement product which is of lower value.
  • You must pay an additional delivery charge and our reasonable administration costs.

4.15If You cancel your order after it has been despatched or refuse delivery, You will be liable for a return charge of £45 per item. The returns charge will be deducted from any refund due. See “Cancellations - term 7” below for more information.

4.16If you miss your delivery, you will be liable for a re-delivery charge of £30.

5 - Disposal

5.1The collection and disposal of Your old mattress for recycling is an additional and chargeable service.

5.2Sheets and other bedding should be removed prior to the courier’s arrival. Under no circumstance should items for disposal be soiled or left exposed to the weather and become wet. We reserve the right to refuse collection in this instance. In addition, Our courier may refuse to collect such items if they are reasonably concerned about contamination of other customer orders in their vehicle or for Health and Safety reasons. In this instance, a full refund of the charges for disposal will be given, however we reserve the right to charge an administrative fee of up to £39, and you will be responsible for the disposal of such items.

5.3Under no circumstance should items for disposal be left exposed to the weather and become wet or soiled. We reserve the right to refuse collection in this instance. In addition, Our courier may refuse to collect such items if they are reasonably concerned about contamination of other customer orders on their vehicle or for Health & Safety reasons. In this instance a full refund of the charges for the disposal will be given, however we reserve the right to charge an administrative fee up to £39 and you will be responsible for the disposal of such items.

6 - Warranty & Guarantees

6.1We guarantee (the "Guarantee") all items for a minimum of 12 months from the date of Delivery, and the Goods will:

  • Be of satisfactory quality;
  • Be fit for the purpose for which they are designed and supplied.
  • Be free from material defects in design, material and workmanship.
  • Comply with all applicable statutory and regulatory requirements for selling the goods in the United Kingdom.

6.2Some mattresses also benefit from a free limited warranty of up to 15 years. See our “Product Warranty” information for more details.

6.3The Guarantee covers normal domestic home use only and does not apply to any defect in the Goods arising from fair wear and tear, wilful damage, accident, negligence by You, commercial use, failure to follow Our written instructions regarding care of the Goods, or any alteration or repair to the Goods which you carry out without Our prior written approval.

6.4In the unlikely event you do have a warranty claim, we request photographs of the fault to forward to the manufacturer who can then authorise immediate action for the warranty claim.

6.5If you inform us that the Goods have developed a fault in breach of the Guarantee, we require photographs of the fault.

6.6If the fault cannot be assessed from a photograph, we may require inspection of the Goods. As the inspection is carried out with an independent company a deposit of £39.00 is required to be paid. If the product is found to be faulty on inspection, the deposit will be refunded. If no breach of the Guarantee / Warranty is found, we will decline any further action, but provide full details of the reasons for our decision. You will be provided a copy of the reports completed by the inspection specialist.

6.7If you would prefer to use an inspection service of Your choosing, then this must be done at Your cost. Recognized independent specialists include HomeServe, FIRA and Ecomaster. A written agreement must be obtained from Us prior to an inspection being carried out.

6.8In the event that Goods are found to have breached the Guarantee, We will follow a fair and fast process. We will either repair or replace the Goods free of charge. We will do our best to agree with You which remedy would be most appropriate.

6.9The Guarantee shall apply to any repaired or replacement Goods we supply to You and starts from the original delivery date for the rest of the Guarantee / Warranty.

6.10There will be charges applied to warranty claims made after the first 12 months. These vary depending on manufacturer, and any charges will be clarified before a warranty claim is processed.

6.11Any claims made after 12 months from delivery are subject to transport charges.

7 - Cancellation & Returns

7.1The Buyer may cancel the goods at any point after placing their order, but no later than 14 working days from the day of delivery, and the Goods must be unused. Intention to cancel can be notified to Us by:

  • Using the contact form on our Contact page.
  • Calling Customer Services on 0333 0069769.
  • Writing to us at Mattressnextday, 116 Joseph Wilson Industrial Estate, Whitstable, Kent, CT5 3SN.

7.2Made to Measure Items (see definitions) cannot be cancelled once the order has been accepted by Us. The Consumer Rights Act 2015 states that goods made to the consumer's own specifications are excluded from the cancellation rights. This does not affect the consumer's rights to redress under the Sale of Goods Act if the goods do not conform to the contract. Please refer to term 8 in the event the goods are; damaged on arrival, faulty or the order is incorrect.

7.3Due to the hygiene aspects associated with some items (e.g. mattresses, pillows, mattress protectors, duvets), we reserve the right to reject cancellation if these items have been used. This does not apply if the items in question are found to be faulty.

7.4Buyers may open the outer packaging to inspect a product on delivery but must not remove the heat-sealed mattress bag, should you wish to test the mattress. If in the unlikely event the Goods are then rejected, the Buyer must ensure reasonable care of the Goods and they are returned to Us (see returns address below term 7.6) unopened, unused, in an ‘as new’ condition complete with all instructions included.

7.5Intention to return Goods must be notified in writing within 14 days of delivery either by:

  • Using the contact form on our Contact page.
  • Calling Customer Services on 0333 0069769.
  • Writing to us at Mattressnextday, 116 Joseph Wilson Industrial Estate, Whitstable, Kent, CT5 3SN.

7.6The Buyer may return the Goods (at the Buyers cost) in their original condition, unused and adequately packaged to prevent damage. All goods must be returned within the office hours of 9am - 4pm. Deliveries outside these hours will be refused. The return address is as follows: MattressNextDay, 116 Joseph Wilson Business Park, Whitstable, Kent, CT5 3SN.

7.7Orders paid with Finance can only be cancelled within 14 days of placing the order. Please note: custom orders manufactured to customer's specifications (including non-standard sizes) are non-returnable / refundable.

7.8Following collection or return, if the Goods are found to be damaged (and the damage is not the result of our actions), we will refuse the return of the items at the point of delivery or collection.

7.9If you cancel your order after it has left our warehouse (usually 12pm for most items), you will be liable for a cancellation charge of £45 per item.

8 - Damaged or Disputed Goods

8.1We will exchange any mattress that is either damaged or faulty upon delivery only when the customer follows all our Terms and Conditions that apply.

8.2Before processing a damaged / disputed goods claim, we will require a photograph of the damaged / disputed goods before any action can be processed.

8.3It is the responsibility of the customer to check the goods have been delivered in good condition.

8.4If you are unable to check the goods for damage before signing the delivery note, please sign for the item as damaged.

8.5If you sign for an item as delivered in good condition and you subsequently notify us of damage, this may affect your eligibility for an exchange.

8.6Please contact our Customer Services team within 24 hours of delivery to notify us of a fault / damages.

8.7Please send in photographic evidence of any damages as soon as possible, within 24 hours of notifying us.

9 - Refunds

9.1Refunds will be made to You as soon as possible and in any event within a period of 14 days from receipt and checking the Goods are as new and complete.

9.2If Goods have been Delivered, then a refund cannot be made until the Goods have been returned and checked as complete and as new.

9.3If You participated in an offer (for example, buy a bed for £999 and get £100 worth of free bedding) You must return both items to get a full refund. If You only returned the bed in the given example, You would only be refunded £899 to cover the price of the bedding.

9.4Any refunds will be subject to deduction of Cancellation charges, where appropriate. See point 7.8 above for further details.

9.5Unfortunately, we cannot authorise refunds or exchanges on any products that have been unpacked and slept on. Products which are part of a Sleep Trial offer may be exchanged under the Terms and Conditions of the Sleep Trial (See individual Sleep Trial terms and conditions for more details).

9.6Where possible, We will liaise with the manufacturer with regards to an exchange - it is the sole discretion of the manufacturer to offer an exchange if this circumstance should arise.

9.7Exchanges, where applicable, will incur additional costs.

10 - Risk & Ownership

10.1Responsibility for the Goods passes to You once the Goods are Delivered.

10.2Ownership of the Goods will only pass when cleared funds have been received from the Buyer in full, regardless of whether delivery has taken place.

10.3Where You have decided to pay through Our finance options, ownership of the Goods will only pass to you in accordance with the terms of Your finance documentation.

11 - Ex-Display & Marked Items (Clearance)

11.1If You have purchased ex-display or marked items from our clearance section, the price of these items reflects the fact that they may have sustained fair wear and tear or marked as indicated and they cannot be returned or refunded unless faulty.

11.2If an ex-display is deemed to have breached the Guarantee, We will choose to either repair the item or refund the price paid for the item, as ex-display items cannot be replaced with a full price item.

11.3It is Your responsibility to check that ex-display and marked items are in a satisfactory condition when placing Your Order.

12 - Accuracy of Information

12.1We take great care to faithfully reproduce all descriptions & specifications as provided by the manufacturers, however, errors may occur. If you are in any doubt, we recommend that you contact our Customer Service team to discuss the item in more detail.

12.2The illustrations and colours are representative only.

12.3All sizes are correct according to the manufacturer's specifications, subject to tolerance +/- 2 inches (5cm).

12.4All items are subject to availability.

12.5All details, specifications and prices are accurate at the time of publication, but may subsequently change. While we make every effort to ensure that the mattresses shown are as close as possible to the actual specification and size, there may be variations due to the nature of the medium.

12.6We reserve the right to alter specifications as advised by the manufacturers.

12.7Responsibility for checking the dimensions of your mattress or bed lies solely with You. We cannot be held responsible for customers ordering the incorrect size or not checking the dimensions before purchase.

12.8The information on this website is given in good faith and for general information and interest only. It is subject to change without notice. We are not responsible for any inaccuracies and (except as set out in term 14.4) makes no representation and gives no warranty as to its accuracy.

12.9The information in this website should not be relied on and does not constitute any form of advice or recommendation. By using this website you confirm that you have not relied on any such information. Any arrangements made between you and any third party named or referred to on the website are entirely at your sole risk and responsibility.

12.10Nothing on this website is intended to be nor should be construed as an offer to enter into a contractual relationship.

13 - Events Outside our Control

13.1We will not be liable or responsible for any failure to perform Our obligations under the Order that is caused by events outside Our reasonable control. These include (without limitation);

  • Delays caused by one of Our suppliers.
  • Strikes, lock-outs or other industrial action.
  • Fire, explosion, storm, flood, snow or other natural disaster.
  • Unavailability of public or private telecommunications networks.

13.2Our obligations under these Terms and Conditions are suspended for the period that such events continue, and we will have an extension of time to perform these obligations for the duration of that period.

14 - Limitation of Liability

14.1We do not accept any responsibility for damage to Your property during Delivery other than damage due to Our negligence when Our liability is limited to Your direct costs to repair that damage.

14.2Our total liability in connection with or arising from the Order, whether in negligence or otherwise, shall be limited to the value of the Goods.

14.3We shall not be liable for any indirect or consequential losses, costs or expenses in connection with or arising out of the Order.

14.4Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or any other liability which may not otherwise be limited or excluded under applicable law.

15 - Privacy Policy

15.1We use the information supplied by you through the ordering page to process and fulfil your order. We will use your details in accordance with our “privacy policy” and “GDPR” procedures.

16 - Contact Us

16.1For questions, requests to amend Orders, requests to change Delivery details, requests for refunds and all other queries You may contact Us by either:

  • Using the contact form on our Contact page
  • Calling Our customer services on 0333 00 69769.
  • Writing to Mattressnextday. 116 Joseph Wilson Industrial Estate, Whitstable, Kent, CT5 3SN.

17 - Fraud Prevention

17.1We retain the right to investigate any order placed on this website or by phone that it suspects to be fraudulent. Any such order will not be delivered until it is proven that the order is bona fide. Should We be unable to prove that an order is bona fide or to contact the Buyer then the monies will be refunded to the original payment card used and the order will be cancelled.

17.2For your protection, to ensure that your credit, debit or charge card is not being used fraudulently, we will validate your name, address and other personal information supplied by you during the order process against appropriate third-party databases. By accepting these Terms and Conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. Please be assured that this is only done to confirm your identity.

17.3A credit check is not performed, and your credit rating will not be affected. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.

18 - Complaints Policy

18.1If for any reason you would like to make a complaint about our service provided please write to the Complaints Manager c/o Customer Services at: Mattressnextday Complaints Manager 116 Joseph Wilson Industrial Estate, Whitstable, Kent, CT5 3SN

19 - Alternative Dispute Resolution (ADR)

19.1Alternative Dispute Resolution is available.

20 - Non-Permanent Promotions

20.1Conditions relating to General Non-Permanent Promotions

  • Promotional codes entitle you, at the time of ordering, to a saving equivalent to the discount advertised at the time.
  • We reserve the right to decline orders where, in its opinion, a promotional code is invalid for the order being placed.
  • Only one promotional code can be used on any order.
  • Promotional codes have no monetary value and cannot be exchanged for cash.
  • In the event of part of the order being returned, the value of the discount applied on that order will be spread between the goods proportionately. The sum in cash exceeding this value will be returned to the customer. The promotional discount will not be applied to replacement items, if the offer is still valid at the time of making a return – you should place a new order using the original promotional code.

20.2Conditions relating to TV/Radio/Print Discount Codes

  • Code can only be redeemed once in one transaction. cannot retrospectively apply this promo offer once an order has been placed.
  • Instore orders – discount excludes services.

21 - Sleep Trials

21.1The Sleep Trial is only available on selected products. Only products that have the respective sleep trial information disclosed in its description, as well as have the respective sleep trial logo in its image, will be eligible.

21.2From the day the mattress is delivered to your home, your sleep trial starts automatically.

21.3The 100 night sleep trial will end 101 days from the date of delivery.

21.4The 365 night sleep trial will end 366 days from the date of delivery.

21.5You must have had your mattress for at least 50 nights, as this allows you to properly test and get used to it. We cannot accept any returns before this period.

21.6If, after 50 nights you are not completely happy with your mattress (but before the sleep trial period ends), you must notify us that you wish to invoke a sleep trial return. You can do this by emailing your details to

21.7You must have had your mattress for at least 50 nights, as this allows you to properly test and get used to it. We cannot accept any returns before this period.

21.8Before returning your item, photographs of your mattress must be sent to us, showing it in a clean, presentable condition. In the interest of hygiene, mattresses which are soiled or damaged in any way will not be accepted for return.

21.9You will have 10 days from the point of us accepting your return to send the mattress back to us. These details will be emailed to you upon acceptance of your return.

21.10Proof of purchase must be provided for a return to be accepted.

21.11Once your mattress is received back at our warehouse and accepted for return, we will send a full refund to your original payment method within 14 days.

21.12All original packaging can be removed from the mattress, however a mattress protector must have been used for the duration of the trial period. The original mattress is to be returned in a clean and presentable condition.

21.13The Sleep Trial’ does not apply to mattresses which are defective due to misuse, wilful damage, accidental damage, unauthorised repairs or alterations, neglect or general wear and tear.

21.14You will be responsible for returning your mattress to us. Returned mattresses must be in a clean, presentable condition. Mattresses which are damaged or soiled on inspection will be rejected at point of delivery.

21.15We highly advise that mattresses are sufficiently packaged and sealed to avoid any damage during transit which would result in your mattress being rejected.

21.16Any returns which are made without notification to us will be rejected at point of delivery.

21.17Any returns which arrive at our warehouse without a valid returns note attached or included in the package will be rejected at point of delivery.

21.18Only the original purchaser may invoke the ‘Sleep Trial’ return and it only applies to mattresses that remain within the United Kingdom.

21.19You will be responsible for any return costs incurred, such as rewrapping the mattress and paying for a courier service/delivery costs.