Returns & Exchanges Policy

Returns & Exchanges Policy

Naturally, we hope you are very happy with your purchase, but if you change your mind, or the item arrives faulty, damaged or is not quite as expected, then you are welcome to return or exchange it within 14-days of receiving it. You will need to pay the return postage cost, unless the item is faulty or damaged, in which case we will arrange a collection free of charge.

Below you'll find our policy and process for each case, and if you have any questions please don't hesitate to get in touch on 01392 877 247 or bedroom@naturalmat.co.uk.

bedroomreturns and exchangesnursery
Change of Mind Policy

If you change your mind or the item you receive doesn't meet your expectations then you are welcome to return or exchange it within 14 days of receiving it.

Policy Rules

If you would like to return an unwanted item, you must notify us within 14 days of receiving it by submitting a return request below.

In order for us to accept your return, it must meet the following conditions:

  • be in its original packaging, with all labels intact
  • be unused
  • be unwashed

Our products arrive packaged in such a way which allows you to inspect the quality, texture and feel of pillows, duvets, mattress protectors and bed linen without opening the packaging. For hygiene reasons, if you open a bedding or bed linen item and sleep on it, we cannot accept a return or exchange, unless the item is faulty.

For bedroom mattresses, we offer our 45 Day Sleep Promise, which allows you to exchange your mattress if it isn't quite right for you, even if you have slept on it. Please note that our Sleep Promise applies to our Bedroom and Teen mattresses only. It excludes all toppers, nursery mattresses and made to measure & bespoke adult mattresses, where our standard returns policy applies. Also excludes all international orders. 

Please note: If the returned items do not match those on the original order or meet the conditions above, they will not be eligible for a refund. If this is the case and you would like us to send the items back to you, you will need to cover this cost.

How you will be refunded

Please allow for up to 10 working days for your refund to be processed. Your refund will be sent to the same payment method you used when placing your order. If payment was made by BACS, we will contact you to request your bank account details.

Upholstery

Because every bed, bed base and headboard is made to order to your exact specifications, we can’t accept returns for these under our Change of Mind policy, unless the item is damaged or faulty.

Exclusions

We cannot accept a return or exchange under our 'Change of Mind' policy for the following items, unless they are faulty:

  • Made to measure mattresses (bedroom & nursery)
  • Made to measure mattress toppers
  • All beds, bed bases or headboards, including standard size and house fabrics
  • Gift cards

Delivery charges are not refunded under our Change of Mind policy. Delivery charges for products will only be refunded where the whole order is damaged or faulty.

Start Your Return

Please follow the process below to start a return or exchange:

  1. Sign into your account here. If you don’t have an account already, simply enter the email you used when placing your order and you will receive a link to login.
  2. Find the order in your account and click “Request Return”
  3. Select the product and reason for return. Please provide as much information as possible to help us review your request. Please complete these first three steps within 14-days of receiving the item.
  4. We will review your request and be in touch within two working days.
  5. Once we’ve approved your request, we will send you instructions on how to send the product back to us, or arrange collection of the item. If you’re sending an item back to us, we recommend that you get a proof of posting and please include a note with your name, email and order number.
Damaged or Faulty Items

We take great pride in the quality of the beds, mattresses and bedding we handcraft in our Devon workshop, but very occasionally the odd fault slips through, or an item is damaged in transit. When this happens, rest assured we will do everything we can to rectify this for you.

Policy Rules

In the unfortunate event that the item you receive is faulty or damaged, please notify us immediately, but no later than 30 days after receiving your item on 01392 877 247 or email bedroom@naturalmat.co.uk and we will discuss the best course of action depending on the type of faulty product.

We will cover the cost of collection and re-delivery to the original delivery address for all faulty items.

Start Your Return

To help our team manage your faulty item return , please follow the process below to start a return or exchange:

  1. Sign into your account here. If you don’t have an account already, simply enter the email you used when placing your order and you will receive a link to login.
  2. Find the order in your account and click “Request Return”
  3. Select the product and reason for return. Please provide as much information as possible to help us review your request. Please complete these first three steps within 30-days of receiving the item.
  4. We will review your request and be in touch within two working days.
  5. Once we’ve approved your request, we will send you instructions on how to send the product back to us, or arrange collection of the item.

We will cover the cost of returning the faulty item back to our workshop and sending a replacement out to you.

FAQs
It's been longer than 14 days. Can I still return my item?

If you start your return, under our Change of Mind policy later than 14 days after receiving the item then we won’t be able to offer a refund, but we may be able to offer an exchange or gift card. If the item is damaged or faulty you have up to 30 days to report this to us.

Please call our team on 01392 877 247 or email bedroom@naturalmat.co.uk and our team will be happy to discuss this with you.

If the item becomes faulty after 30 days then our standard guarantee applies.

How long will it take to process my return?

Once we receive your item back at our Topsham HQ our team will do a thorough inspection to make sure everything meets our returns policy requirements.

Under our Change of Mind policy, if the returned items are in the original packaging, unused and unwashed, we will refund the money back to the payment method used to place the order within 10 working days.

How do I prepare an item for return?

To prepare the item you want to return please make sure you package it securely, ideally in the box or bag it arrived in (or something secure that will protect it in transit).

Please include the delivery note with the item you are returning highlighted, or a note with your name, email address, order number and the reason for your return.

Please send returns within 14 days of delivery to:

Naturalmat, Unit 2-3 Mordicus House, Odhams Wharf, Topsham, EX3 0PB

We recommend you get proof of posting.

Any questions?

We’re just a phone call away and always happy to help, so if you have any questions please call us on 01392 877 247 or email bedroom@naturalmat.co.uk