Returns Policy

Last updated: 10 September 2026

This Returns Policy applies to consumer orders placed through the Greensleep website. It does not restrict your statutory rights.

1. Contact details for returns

Rematt Ltd t/a Greensleep, registered in England and Wales under company number 11919014. Registered office: Moorside Mill, Dewhurst Street, Darwen, England, BB3 2EN. Email: info@greensleep.co.uk. Telephone: 01254 645005.

Because mattresses are bulky, please contact us before sending or arranging a return so that we can confirm the appropriate return or collection arrangements.

2. Change-of-mind cancellations for online orders

For most goods bought online, you may cancel without giving a reason by telling us within 14 days after the day you receive the goods. If goods from one order are delivered separately, the cancellation period normally runs from the day you receive the last item.

After notifying us that you are cancelling, you normally have a further 14 days to return the goods.

3. Condition of change-of-mind returns

You may handle and inspect the goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, in a similar way to how you could inspect goods in a shop.

Please keep the mattress clean, dry and protected while deciding whether to keep it. Sleeping on, staining, damaging or otherwise materially using a mattress may amount to handling beyond what is reasonably necessary. Where the law allows, we may make a deduction from the refund for a reduction in value caused by such excess handling.

We do not use a blanket “opened mattress = no return” rule for statutory online cancellation rights. Any legal exception will be applied only where it validly applies to the particular goods and circumstances.

4. Return costs and bulky-goods collections

For a change-of-mind return, you are responsible for the direct cost of returning the goods unless we have agreed to pay that cost. Mattresses cannot normally be returned by standard post, so return transport can be significant.

If we offer to arrange a collection, we will tell you the applicable collection charge before you agree to the collection. Where permitted, an agreed return or collection cost may be deducted from your refund.

If the goods are faulty, damaged on delivery or not as described, we will bear reasonable return or collection costs where the law requires us to do so.

5. Refund timing and method

Where you validly cancel an online order, we will make any refund due without undue delay and within the period required by law. For returned goods, we may withhold the refund until we have received the goods back or you provide evidence that you have sent them back, whichever occurs first.

Refunds are normally made using the same payment method used for the original transaction unless another method is expressly agreed.

Where required, we will refund the cost of our standard outbound delivery service. If you chose a more expensive delivery option, the extra amount above the standard delivery cost is not normally refundable.

6. Faulty, damaged or misdescribed goods

If your mattress or other goods are faulty, damaged or not as described, contact us as soon as possible with your order number and details of the problem. Photographs can help us assess transport damage or visible defects quickly.

Under the Consumer Rights Act 2015, qualifying faulty goods can carry a short-term right to reject within 30 days. After that period, you may have rights to repair or replacement and, if the legal conditions are met, a price reduction or final right to reject. Your rights depend on the circumstances and are not limited by any commercial warranty.

7. Clearance, graded or cosmetically marked products

Where a product is sold with a specific cosmetic mark, repair or other issue clearly disclosed before purchase, that disclosed issue is part of the description and is not itself an undisclosed fault. Your statutory rights continue to apply to other faults or where the product does not match its description.

8. Products made to your specification

Where goods are genuinely made to your specifications or clearly personalised, the statutory change-of-mind cancellation right may not apply. This does not affect your rights if the goods are faulty or not as described.

9. How to tell us you are cancelling

You can email us at info@greensleep.co.uk or contact us using the details above. A clear statement that you wish to cancel is sufficient.

10. Statutory rights

Nothing in this Returns Policy excludes or restricts rights that cannot lawfully be excluded or restricted.