Refund policy

Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. (Terms and Conditions apply)

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Please Note: Items must be self-returned via a courier service

To start a return, you can contact us at info@winksleep.co.uk. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@winksleep.co.uk.

Mattresses

Mattresses are delivered in a sealed hygiene bag, once the seal is broken you are no longer able to return or exchange your mattress.

In the event that a fault is discovered on your mattress, this would then come under the one-year manufacturer’s warranty, which commences on the date of order.

To ensure the longevity and comfort of your mattress, please follow these care instructions:

One-Sided Mattresses:
  • First 6 Weeks: Rotate the mattress head-to-toe weekly.
  • After 6 Weeks: Rotate the mattress head-to-toe every 6 weeks.

Two-Sided Mattresses:

 Zonal Support Mattresses:

  • First 6 Weeks: Flip the mattress weekly.
  • After 6 Weeks: Flip the mattress every 6 weeks.

All Other Two-Sided Mattresses:

  •  First 6 Weeks: Flip and rotate the mattress weekly.
  • After 6 Weeks: Flip and rotate the mattress every 6 weeks.

Important: Failure to adhere to these care instructions may void your warranty and result in claims being rejected.

You can always contact us for any return question at info@winksleep.co.uk.

Exchanges

(Excludes beds and mattresses)

The fastest way to ensure you get what you want is to return the item you have, as long as your item is in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Once the return is accepted by us, we will exchange the product for you and refund/charge accordingly.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective please ensure to contact us via email at info@winksleep.co.uk with images of your defects for a faster turnaround, if you receive the wrong item so that we can evaluate the issue and make it right within 24 hours(working days).

All damages must be reported within 48 hours of delivery. We do not accept reports of damage after this 48-hour period.

If your item has a nature of damaged cartons or damaged boxes, then the customer is liable to sign for the delivery as damaged with the courier company, a small charge will be applicable if your claim references damage in transit and has not been signed for as damaged.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges(Excludes beds and mattresses)

The fastest way to ensure you get what you want is to return the item you have, as long as your item is in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Once the return is accepted by us, we will exchange the product for you and refund/charge accordingly.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Should you change your mind about your purchase we have a 48-hour cooling-off period in which you can cancel your order (This 48-hour cooling-off period begins once the order has been placed, we will need written or verbal communication from you‘The customer’ within this time period in order to cancel.

We can not accept any liability or refund delivery charges due to severe weather if the delivery is cancelled or delayed, we do not accept liability for third party delivery vehicle breakdowns.

Beds Policy

Each bed is considered a specialist, made-to-order item, and therefore is a non-returnable item. Once the 48-hour cooling-off period has been exceeded you will not be able to cancel your order or return your bed. 

The cost of a bed delivery is £49.00

*We don’t accept returns for bespoke items, or products that have been modified in chosen styles and colours.

Assembly

Please be advised once the assembly is booked in we are unable to cancel or refund

Please allow 1-2 weeks for delivery from your order date. Assembly is available in select areas and scheduled separately. Enter your postcode to check availability. If eligible, assembly is booked 2 days after delivery (up to 1 week in rare cases). Please place items in their designated rooms and clear as much floor space as possible. Assembly covers building only and excludes heavy lifting due to insurance restrictions. Rubbish removal is not included.