Frequently Asked Questions

How do I return an item? 

Please contact customer service support team here first CLICK HERE :-

Cancellations

Once an order has been placed, to qualify for a full refund you must inform us with 2 days of the order being placed. After this time the order will be sent to processing and the dispatch system will place the order in for depot delivery. There will be associated costs that we will start incurring once the process is initiated and any cancellation after this time period of full refund it may begin to incur administrative and re-stock costs. Currently these costs after the first two days equate to 7% of the total value of the sale price. Therefore any refunds after the initial two day period will be refunded less the 7% restock fee.

Returns

Next Mattress Returns Policy
If you are not completely satisfied with your purchase, simply return the item (s) to us in their original condition within 14 days of receipt. We will issue a refund upon receipt and examination. Items should wherever possible be returned in their original (or similarly robust) packaging with a completed Returns Form.
If you require a different item you will need to place a new order on-line and return the original item for a refund.

If you require a different size or colour of the same item, please return the item including a completed returns form; requesting the different size/colour and we'll do our best to get one out to you upon receipt. If the new size/colour is unavailable we will refund your order and email to inform you. Return postage charges are non- refundable unless your order was faulty or incorrect.

Please return items to :

Next Mattress, Unit 8 - 9, Savile Business Centre, Mill Street East, Savile Town, Dewsbury, West Yorkshire, WF12 9AH.


Faulty/incorrect return. Please call our Customer Service team first on 01924 452 086, We will then advise and assist you with the return. Please include as many details as possible about the fault.

Please allow 7-10 working days from receipt of a return for us to process a refund or exchange. Once a refund is processed you will receive a confirmation email (the email will be sent to the same email address as your order confirmation). After receiving the confirmation email, please allow a further 3-7 working days for the refund to clear into your account. If you do not receive your refund by this time or you have in questions in regards to your refund, please email us after the time stipulated.

Your refund will be credited to the same card or payment method with which you made your original purchase. In cases where the item was purchased through one of our supply channels, then the refund will be made back to the channels account, who will then refund you, as we do not keep any personal customer bank details in this case.

If for any reason this is not possible, (e.g. the card has expired) we will contact you to discuss alternatives.

Faulty or incorrect items sent from within the UK If the item you received is faulty or not what you originally ordered, please complete your return form and return to the address above. 

Please make sure that any instructions are adhered to exactly as stated on the care label, if one is included. Each item is tested thoroughly and Quality-checked on each production batch prior to leaving the supplier. We cannot accept returns that have been soiled, torn or damaged due to incorrect use or are unfit for purpose due to any reason which is not the fault of Next Mattress, such as incorrect size, not suitable for room size etc. In this case the item will be returned back to you for an appropriate re-stock fee (currently 60% of original purchase price) will be payable, before any refunds are made. 


Missing Parts

Regrettably mistakes can happen. If you have received your order and an item is missing, please first check your dispatch note for any indication that the item is being dispatched separately. If the item is not included on the dispatch note, it will be arriving separately. If the item is listed but not present, please email nxmattress@gmail.com quoting your order number and stating the missing item and we will investigate the matter further.

Return postage (non-fault items) 
If you are returning a non-faulty item, then the cost of returning the item to us is your responsibility. Please note the item is your responsibility until it reaches us; for your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We cannot refund return items lost in the post.

We hope that this information is useful in making the return as smooth as possible, however if you feel that system can be improved, please write your suggestion below and we will consider it at our next update.

For more information about returning items to us, please email nxmattress@gmail.com