A. Free 100-Day Returns
Our 100-night trial means risk-free peace of mind to test our bedding and make sure it's perfect for you.
If you do choose to return, then please use our Returns Centre.
Alternatively you can contact us using email@example.com quoting your order number for instruction on how to return your item.
To avoid disappointment, we recommend getting in touch with us immediately upon receiving your item.
We offer a generous 100-day trial, but refunds are entirely at our discretion and we can easily identify when customers are being naughty.
B. Stuff we don't cover
Without being gross, problems or issues resulting from normal wear and tear or improper use are not covered.
This includes but isn't limited to:
1. Normal wear and tear.
2. Improper usage.
3. Minor imperfections such as slight cosmetic flaws.
4. Stains, tears, burns, and discoloration that occur over time and/or are caused by the user.
5. Anything purchased from a re-seller or distributor.
6. Allergies or sensitivities to fabrics or materials.
7. Damage caused by badly behaved adults, pets or children.
8. Naturally occurring aromas from eucalyptus or other materials.
9. Acts of God.
No matter how hard we try, nobody is perfect. Manufacturing defects may be covered after the legal 30-day return policy on a case-by-case basis. If you think your purchase has damage or a defect that was not the result of improper use, then please explain in the Returns Centre or email firstname.lastname@example.org.
Keep in mind that we cannot be held responsible for any damage incurred by the customer from misuse. Tarnishing, discolouration or shrinkage due to overheating or chemical contact is not a product fault. Please see our care instructions on how to avoid this.
D. How to return
We ask that returns are initiated through our Returns Centre. If you choose to return your purchase, but have not initiated a return with us, we will not verify your return or refund you. We do not refund shipping costs or process returns if you do not initiate the return with us first.
We’re a new company and really appreciate your feedback. As such, we prefer to get feedback from our customers, so that we can go through all the options. We aim to make it easy for you whilst reducing our carbon footprint and enabling a positive community impact.
E. Cost to return
For genuine returns, we will cover the return shipping costs in the UK via our partner collect+, then after your return is received and inspected, we will send you an email to notify you that we have received your returned item and issued a refund.
Unfortunately, any items that don't reach us are the responsibility of the customer.
F. International Returns
Please ensure that you state you are "returning to seller" in the reason for export field on your postage label. You must also state that the item is of no retail value, as we cannot accept customs charges to receive your return. We strongly recommend using a tracked and shipped service for return as we cannot refund/exchange items that don't reach us safely. International shipping costs are the responsibility of the customer. Please note we do NOT refund international customs taxes and sales charges.
If returning a faulty item from abroad that is outside the legal return window we will cover return postage if agreed beforehand and it is deemed faulty upon inspection when it has arrived to us. For all other (non-UK) international returns, the customer is liable for the postage costs.
G. Hey, where's my refund?
Usually it takes 5 days at the most. If you haven’t received a refund yet, firstly please check your bank account again and keep in mind that it may take some time before your refund is officially posted. Failing that, you should contact your bank.
There is sometimes a processing time before a refund shows up as a credit. This can take up to 10 business days but is usually much faster. If you’ve done all of this and you still have not received your refund yet, please call us or contact us at email@example.com.
If you have mistakenly reported your refund missing, we will revoke the refund and use the funds to buy eucalyptus-based snacks for our secret army of mini koalas.
(Only kidding, our koalas are normal size).
Refund & Returns FAQs
What happens to the returned bedding?
We never sell a returned item.
- We have partnered with St. Mungo's homelessness charity in London, which is where the majority of our returned items go. They are mostly used in shelters or hostels.
- Depending on the nature of the return, we may ask for you to donate it locally to a different homelessness charity.
- If the item is in a bad condition, we dispose of them via a textile recycling facility. Even though all our products are designed to decompose, we would still prefer to keep them out of landfills.
You can read more about our homelessness support here.
How do I initiate a return or exchange?
What is your return policy?
Rather unsurprisingly, our 100-night trial lasts for 100 nights. It's best to get in touch with right away though if something isn't right so we can try to fix it.
The full policy is just above this FAQ box.
How long will it take to process a refund?
It's usually pretty fast.
Upon accepting your request for a refund, allow 5 days from when you received the email stating you have been refunded.