The Sleep Co
Returns, cancellations and the 90‑Night Comfort Exchange
Almost everything we make is built for one customer, which changes how returns work. This page sets out your legal rights first, then the guarantee we add on top of them.
What you ordered
Made-to-order beds, headboards and divans
Cancellation
Free until production starts. Not available afterwards.
Exchange
90 nights
What you ordered
Quick Ship
Cancellation
14 days from delivery, online and telephone orders.
Exchange
90 nights
What you ordered
Mattresses
Cancellation
Until the hygiene seal is broken.
Exchange
90 nights
What you ordered
Anything faulty or damaged
Cancellation
Your full statutory rights apply. No fee to you.
Exchange
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Made to order
When you place an order we cut the timber, build the frame and upholster it in the fabric you have chosen, in the size and base configuration you have specified. Nothing sits waiting in a warehouse.
Because these pieces are made to your specification they fall outside the 14-day cancellation right that applies to off-the-shelf goods bought online. This is confirmed at checkout before you pay.
You can still change your mind, but timing matters.
- Before your order enters production, cancel for a full refund. Email sales@thesleepco.com and we will confirm in writing.
- We tell you the date production begins when we acknowledge your order, so you always know where you stand.
- Once production has started we cannot cancel or refund the order. By this point the frame is cut and the fabric is committed.
None of this affects your rights if something arrives faulty.
Quick Ship
Quick Ship pieces are already made and held in stock, so they are not made to your specification. If you order Quick Ship online or by telephone you have 14 days from delivery to change your mind and receive a refund.
- Tell us within 14 days of delivery, by email to sales@thesleepco.com.
- The goods are returned to us within 14 days of you telling us.
- We refund the price of the goods and the cost of standard outbound delivery.
- We arrange collection. This is charged at £190 and deducted from your refund.
- Goods must be unused and in the condition they arrived in. If they have been handled beyond what you would reasonably do in a showroom we may reduce the refund to reflect the loss in value.
Mattresses
Mattresses are supplied sealed. Once the seal is broken we cannot accept a cancellation or refund, because the mattress cannot be resold.
What you have instead is the 90-Night Comfort Exchange, which is built for exactly this situation: the mattress is right in every respect except how it feels once you have slept on it.
Faulty or damaged goods
If anything arrives damaged, incorrect or faulty, tell us within 48 hours of delivery with photographs and we will put it right at no cost to you.
Beyond that, your rights under the Consumer Rights Act 2015 apply in full and are not limited by anything on this page. Alongside them:
- Every frame carries our 15-year guarantee.
- Every frame is SATRA tested to 250kg.
Email sales@thesleepco.com with your order number and we will arrange inspection, repair or replacement.
The 90-Night Comfort Exchange
This one is ours, not the law's. It sits on top of everything above.
Sleep on it for at least 30 nights so your body can settle. If it still is not right, you have until night 90 to exchange it for something else from our range.
How it works
- Email sales@thesleepco.com before night 90 with your order number and tell us what is not working.
- We talk it through. Firmness, support, the base beneath it. Often the answer is a different tension rather than a different range.
- You choose a replacement and pay any difference in price. If the replacement costs less we refund the difference.
- We collect the original and deliver the replacement on the same visit where the schedule allows. Collection and redelivery are charged at £190.
- Your replacement is made to order in the usual lead time and we confirm the date in writing.
The terms
- This is an exchange, not a refund. A replacement order is required.
- One exchange per order.
- Available across our full range, on orders placed directly with us.
- The original must be clean, unmarked and free from damage or staining. We ask that a mattress protector is used from the first night.
- Mainland UK delivery addresses.
Nothing in the Comfort Exchange reduces your legal rights. If your product is faulty you are covered under Faulty or damaged goods above, and there is no fee to pay.
Questions before you order are always easier than questions afterwards. Email sales@thesleepco.com.
Last updated August 2026