Returns Policy

1. Introduction

This Returns Policy explains how to cancel, return, or report a fault when you buy orthopaedic and pocket-spring mattresses from Cici Beds.

Your statutory rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 are not affected.

Contact: [email protected] | +447856 364853. Company: CICI BEDS LIMITED (14945305).

2. Your right to cancel (distance sales)

If you bought online without face-to-face contact, you generally have 14 days from the day after delivery to cancel for any reason (consumer orders).

The cancellation period may be longer where mandatory law provides; for business-to-business orders different terms may apply as stated on your invoice.

To cancel, send a clear statement (email is fine) with your name, order number, and decision to cancel before the period expires.

3. Condition of returned goods

For hygiene and safety reasons, mattresses that have been slept on, stained, or had hygiene seals removed are not eligible for change-of-mind returns unless faulty or not as described.

You may open packaging on a clean surface to inspect quality without sleeping on the mattress. Once used as a bed, hygiene rules apply under UK consumer law exceptions.

Unused mattresses in factory packaging within the 14-day cancellation window may qualify for return — we will confirm before collection.

You are responsible for reasonable care while goods are in your possession. Reduction in value caused by handling beyond what is necessary to inspect the goods may reduce your refund.

We may refuse returns that are damaged by misuse, modified without approval, or missing components.

4. How to arrange a return

Email [email protected] before sending anything back. We will provide return instructions, an RMA reference, and (where applicable) a collection date.

Do not return goods to our registered office without authorisation — they may not be accepted.

For large or heavy mattresses, we usually arrange collection on a pallet or two-person service; self-send returns must use insured carriage agreed in advance.

5. Return costs

If you cancel under consumer distance rules, we refund standard outbound delivery paid at checkout when the full order is returned.

You pay return carriage unless the item is faulty, not as described, or we agree otherwise in writing.

If we collect, collection fees will be stated before you confirm the return.

6. Faulty or misdescribed items

If goods are faulty, not as described, or not fit for purpose, contact us with photos and your order number within a reasonable time after discovery.

We may repair, replace, or refund. For substantial faults within the first 30 days (consumers), you may have a short-term right to reject for a full refund.

Do not attempt risky repairs on electrical or structural items without our guidance — this may void support.

7. Sleep trial programme

Where a sleep trial is offered on a specific model, the trial terms on your acceptance email and invoice override this section for duration, exchange limits, and any trial fee.

Trials assume normal domestic use on a suitable base. Damage from improper foundations or liquid spills may end trial rights.

One exchange to an alternative tension or size may be included where stated — contact us before the trial end date.

8. Exclusions and bespoke sizes

Custom sizes, split tensions, or non-standard divan builds are generally non-returnable unless faulty or not matching agreed specification.

Clearance or final-sale items marked at purchase may be excluded from change-of-mind returns — the product page or checkout will say so.

Trade bulk orders follow the return terms on the signed quote, which may differ from consumer rights.

9. Refunds and timing

We refund within 14 days of receiving returned goods or receiving evidence you sent them back, whichever is earlier, using the original payment method where possible.

We may deduct amounts for diminished value or missing accessories as permitted by law.

Delivery surcharges for express options are refunded only where the whole order is cancelled and those charges apply to the returned service.

10. Exchanges

Where stock allows, we may offer exchange instead of refund. Contact us to check availability before returning for exchange.

Price differences for upgraded items must be paid before dispatch of the replacement.

11. Questions

Returns team: [email protected]. See also Shipping Policy and Payment Policy.