Refund policy

Returns, Refunds & Cancellation Policy

Britain Sleep | britainsleep.co.uk
Last updated: 2 March 2026

At Britain Sleep, we want you to be completely happy with your purchase. This policy explains your rights under UK law and how to return items to us.

1. Your Statutory Right to Cancel (Distance Selling)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 calendar days from the day after you (or someone you nominate) receive(s) the goods. This is your statutory cooling-off period and applies to all standard orders.

You do not need to give a reason for cancelling within this period.

2. Our Extended Returns Period

In addition to your statutory rights, we offer an extended 30-day returns period from the date of delivery for standard items. During this period, you may return goods for a full refund, provided the items are in their original condition.

Your statutory rights under the Consumer Contracts Regulations 2013 are not affected by this extended period.

3. How to Cancel or Return

To exercise your right to cancel or to request a return, please contact us by any of the following methods:

Please include your order number and the reason for return (optional for statutory cancellations, helpful for us to improve).

You may also use the model cancellation form below, although this is not required.

4. Model Cancellation Form

To: Britain Sleep, tahir@mshomeworld.co.uk
I hereby give notice that I cancel my contract of sale of the following goods:
Order number:
Ordered on / received on:
Name of consumer:
Address of consumer:
Signature of consumer (only if sent on paper):
Date:

5. Condition of Returned Goods

You have the right to inspect the goods as you would in a shop. Returned items should be in a resalable condition and, where possible, in their original packaging.

You may be liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the product (Consumer Contracts Regulations 2013, Regulation 34(9)).

6. Return Shipping Costs

Statutory cancellations (within 14 days): You are responsible for the cost of returning the goods to us, unless the goods are faulty or not as described. Due to the size and weight of beds and mattresses, return collection costs may apply. Please contact us for a return shipping quote before sending items back.

Extended returns (15–30 days): You are responsible for return shipping costs unless the item is faulty or not as described.

Faulty, damaged, or incorrect items: We will arrange and pay for the return collection at no cost to you.

7. Refund Processing

Once we have received and inspected your returned goods, we will process your refund within 14 calendar days. Refunds will be issued to your original payment method.

If you cancel before delivery, we will refund you within 14 calendar days of receiving your cancellation notice, including any standard delivery charges you paid.

Please note that your bank or payment provider may take additional time to process and display the refund.

8. Faulty, Damaged, or Incorrect Items

Please inspect your order upon delivery. If your item is faulty, damaged, or you have received the wrong product, please contact us immediately so we can resolve the issue.

Under the Consumer Rights Act 2015, you have the following rights for faulty goods:

  • Within 30 days: Right to a full refund (short-term right to reject)
  • Within 6 months: Right to a repair or replacement; if that fails, right to a refund
  • Up to 6 years: Right to a repair or replacement, though you may need to prove the fault was present at delivery

9. Exclusions – Items That Cannot Be Returned

The following items are excluded from the standard and extended returns policy (but NOT from your rights regarding faulty goods):

  • Bespoke or made-to-order items: Products manufactured to your specific custom requirements (e.g., non-standard sizes or custom fabric not listed in our standard range). Please note: choosing from our standard range of sizes (Single, Small Double, Double, King, Super King) or from our standard fabric/colour options does NOT make an item bespoke. These are standard options and your full cancellation and return rights apply.
  • Mattresses and mattress toppers: If the hygiene seal has been broken or removed after delivery, for hygiene reasons. Mattresses with an intact hygiene seal may be returned.

10. Sale Items

Items purchased at a discounted or sale price carry the same cancellation and return rights as full-price items. Your statutory rights are not affected by any discount or promotion.

11. Exchanges

We do not offer direct exchanges. To obtain a different item, please return the original item for a refund and place a new order for the replacement.

12. Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

For further information about your rights, you can contact Citizens Advice at www.citizensadvice.org.uk or call 0808 223 1133.

Contact Us

If you have any questions about returns or refunds, please do not hesitate to contact us:

Britain Sleep is a trading name. Registered in England.