Refund & Warranty Policy

This policy explains your rights regarding order cancellation, returns, refunds, and warranty claims

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1Your Rights to Cancel Your Order

1.1 Your rights depend on the circumstances:

1.1.1 If the product is faulty or misdescribed

You may have a legal right to end the contract, request a repair or replacement, or receive a refund. Please refer to Section 2 and Section 3 for further details.

1.1.2 If you are ending the contract due to something we have done

You may end the contract immediately and receive a full refund for any products not provided.

1.1.3 If you change your mind (Cooling-off Period)

For most goods purchased online, you have a legal right to cancel your order within 14 days of receiving the products.

1.2 Reasons You May End the Contract Immediately

You may end the contract if:

  • We have notified you of an error in the price or description and you do not wish to proceed
  • There is a significant risk of delay due to events outside our control
  • You have a legal right to do so due to something we have done wrong

In these cases, you will receive a full refund for any products not provided.

1.3 Exercising Your Right to Change Your Mind

You have a legal right to cancel your order within 14 days after the day you receive the goods. Refunds will be issued after we receive returned eligible goods.

1.4 When You Do Not Have the Right to Change Your Mind

You do not have the right to cancel if:

  • Goods sealed for health protection or hygiene purposes once unsealed, including pillows, duvets, toppers, and mattress protectors
  • Vacuum-packed mattresses once the protective packaging has been opened
  • Made-to-measure or custom-made items once production has begun

2Returns and Refunds

2.1 Mattress External Damage on First Opening – Full Unboxing Video Required

If any external defects are observed during the initial unboxing of a vacuum-packed mattress, you must provide a complete, continuous unboxing video starting from the fully sealed packaging as evidence.

Examples of external defects include:

  • Tears or cuts
  • Fabric damage
  • Missing foam sections
  • Moisture damage or stains
  • Abnormal expansion or packaging issues

Why is this requirement necessary?

Vacuum-packed mattresses rarely arrive with tears, cuts, or missing sections. Such damage most commonly occurs when the supplied opening tool is not used, opening instructions are not followed, or sharp tools such as scissors or blades are used during unpacking.

A full unboxing video is necessary to verify whether the issue existed prior to unsealing.

Note: This requirement applies only to issues discovered during initial unboxing. Normal-use issues appearing after weeks or months, such as sagging, are handled under warranty and do not require an unboxing video.

2.2 Returning Products After Ending the Contract

If you terminate the contract after receiving the goods, you must return them to us or provide access for collection where applicable.

If exercising your 14-day cancellation right, you must return the goods within 14 days of notifying us.

2.3 Packaging and Condition of Returned Goods

Returned items must:

  • Be appropriately packaged to prevent damage in transit
  • Include your order number and name

If items are not reasonably cared for and become damaged before returning, we may deduct the loss in value from your refund.

2.4 Responsibility for Return Costs

We will cover return or collection costs only if:

  • The goods are faulty or misdescribed; or
  • You end the contract due to an issue caused by us

In all other cases, including change-of-mind returns, return costs must be paid by you.

2.5 Refund Processing Time

Refunds will be processed within 14 days of:

  • Our receipt of the returned goods, or
  • Your provision of evidence that the goods have been sent back

Delivery refunds will not exceed the cost of the least expensive delivery method available.

3Warranty Policy

3.1 Warranty Coverage

This Warranty Policy applies to products purchased from audreamy.co.uk. This policy does not limit or replace any statutory rights you may have under applicable UK consumer law.

Audreamy offers a 12-month warranty on most products sold through audreamy.co.uk, unless otherwise stated on the product listing.

Audreamy mattresses come with a 15-year limited warranty, unless otherwise stated on the product listing.

Our warranty covers manufacturing faults, structural defects, faulty materials, and missing or damaged parts under normal domestic use.

3.2 Mattress Warranty

The 15-year limited mattress warranty covers manufacturing faults and structural defects, including issues with the spring system under normal domestic use.

The mattress warranty does not cover normal wear and tear, personal comfort preference, normal softening of comfort layers, stains, odours, mould, burns, cuts, accidental damage, misuse, improper setup, damage caused by pets, or damage caused by using an unsuitable bed base.

To keep the mattress warranty valid, the mattress must be used on a suitable and supportive bed frame, platform base or surface, and used in accordance with the care instructions.

3.3 What Is Not Covered

This warranty does not cover:

  • Normal wear and tear
  • Damage caused by misuse, improper assembly or modification
  • Damage caused by lack of care or failure to follow instructions
  • Damage caused by moisture, stains, heat, pets, sharp objects or external force
  • Comfort or firmness preference
  • Minor cosmetic variations that do not affect normal use
  • Damage to external packaging only

3.4 Making a Warranty Claim

To make a warranty claim, please email us at support@audreamy.co.uk.

Please include:

  • Your order number
  • The product name
  • A brief description of the issue
  • Clear photos or videos showing the fault, damage or missing part
  • Photos of the packaging, shipping label or instruction manual where relevant

All photos and videos must be clear enough for us to assess the claim.

3.5 Warranty Assessment

We will assess each warranty claim on a case-by-case basis.

Depending on the issue, we may offer replacement parts, repair instructions, a replacement product, an alternative product, store credit, a partial refund or a full refund where appropriate.

Important: Please do not return or dispose of the product, packaging or parts before your claim has been assessed. We may need the item to be inspected or returned. Do not return any product unless we have instructed you to do so.

4Contact Information

To cancel an order, request a return, make a warranty claim, or make an enquiry, please contact:

Email: support@audreamy.co.uk

Postal Address:

Kemp House
160 City Road
London, EC1V 2NX
United Kingdom

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