If you’re in the market for a new mattress and considering a TEMPUR mattress, you may be wondering about their return policy. Making sure you have the option to return a mattress if it doesn’t meet your expectations is an important consideration. Luckily, TEMPUR mattresses come with a hassle-free return policy that allows you to try out the mattress in the comfort of your own home and return it if you’re not completely satisfied. In this article, we’ll explore the ins and outs of TEMPUR’s return policy, providing you with the information you need to make an informed decision about your new mattress.
Returns
Whether you purchased your TEMPUR mattress online or in-store, TEMPUR has a comprehensive return policy to ensure your satisfaction with your purchase. We understand that sometimes a mattress may not meet your expectations, and we want to make the return process as smooth and hassle-free as possible. In this article, we will walk you through the general return policy, eligibility requirements, the return process, exceptions and exclusions, warranty information, return options, return costs, return timeframe, customer support, and additional policies. We value our customers and want to ensure you have all the information you need to make an informed decision about your TEMPUR mattress.
General Return Policy
At TEMPUR, we offer a generous return policy for both online and in-store purchases. We want you to be completely satisfied with your TEMPUR mattress, so we provide a 90-day window for returns. Whether you buy your mattress online or in one of our stores, you can return it within this timeframe if you are not completely satisfied. Please note that certain eligibility criteria and conditions apply, which we will discuss further in the following sections.
Online Purchases
If you purchased your TEMPUR mattress online, our return policy applies to you as well. We understand that buying a mattress online can be a bit daunting, as you cannot physically test it before making a purchase. That is why we provide a 90-day return window for online purchases as well. If you decide that the mattress is not the perfect fit for you within this timeframe, you can initiate a return following the steps outlined in the return process section below.
In-Store Purchases
If you bought your TEMPUR mattress from one of our authorised stores, our return policy also covers in-store purchases. We want you to have peace of mind when making a purchase in person, so we offer the same 90-day return window for in-store purchases. If you find that the mattress you selected does not meet your expectations, you can take advantage of our return policy by following the return process outlined below.
Return Eligibility
To be eligible for a return, your TEMPUR mattress must meet certain conditions. These conditions are in place to ensure that the mattress is in good condition and does not have any significant damage. The following criteria must be met for your return to be accepted:
Product Condition
The mattress must be in its original condition and free from damage, stains, or odours. We understand that accidents happen, but a mattress with significant stains or odours may not be eligible for a return. We recommend using a mattress protector to keep your TEMPUR mattress in pristine condition.
Proof of Purchase
To initiate a return, you must provide proof of purchase. This can be in the form of a receipt or order confirmation email. It is important to keep your proof of purchase safe, as we require it to process your return and issue a refund or exchange.
Return Timeframe
As mentioned earlier, you have 90 days from the date of purchase to initiate a return. It is important to note that this timeframe starts from the day you receive your mattress if you made an online purchase or from the date of purchase if you bought it in-store. Returns initiated outside this timeframe may not be accepted, so we encourage you to contact our customer support as soon as possible if you wish to return your TEMPUR mattress.
Return Process
To initiate a return, you need to follow a simple three-step process. We have outlined the steps below to guide you through the return process smoothly:
Step 1: Contact Customer Support
The first step in the return process is to contact our customer support team. They will guide you through the return process and provide you with any additional information or instructions. You can reach our customer support team through the contact information provided in the “Customer Support” section of this article.
Step 2: Packageing and Shipping
Once you have contacted our customer support and initiated the return, you will need to package the mattress securely for shipment. We recommend using the original package if possible to ensure maximum protection during transit. After packaging the mattress, you can ship it back to us using a reliable shipping service. The return shipping costs, as well as any restocking fees, will be discussed in more detail in the “Return Costs” section below.
Step 3: Evaluation and Refund
After receiving your returned mattress, our team will evaluate its condition to ensure it meets the eligibility criteria discussed earlier. Once the evaluation is complete, we will process your refund or exchange according to your preference. Refunds will be issued to the original form of payment, and exchanges will be processed based on the availability of the desired model.
Exceptions and Exclusions
While we strive to provide a hassle-free return experience for our customers, there are a few exceptions and exclusions to our return policy. These exceptions are in place to protect the health and safety of our customers and maintain the quality of our products. The following items are not eligible for return:
Used Mattresses
For hygiene reasons and to ensure the health and safety of all our customers, we cannot accept returns on used mattresses. Once a mattress has been slept on, it is considered used, and we are unable to process a return or exchange. We recommend thoroughly testing your TEMPUR mattress within the 90-day return window to ensure it meets your expectations.
Non-Tempur Mattresses
As our return policy only applies to TEMPUR mattresses, any non-Tempur mattresses purchased from our authorised stores or website are not eligible for return or exchange. We take great pride in the quality and performance of our TEMPUR mattresses and therefore cannot accept returns on mattresses from other brands.
Unopened Accessories
While we gladly accept returns on mattresses, we do not accept returns on unopened accessories. Accessories such as pillows, mattress toppers, or sheets must be in their original packaging and unopened to be eligible for a return. If you have any questions about specific accessories and their return eligibility, please contact our customer support team for assistance.
Warranty Information
In addition to our generous return policy, TEMPUR mattresses also come with a limited warranty. This warranty provides coverage for specific issues that may arise with your mattress and further enhances your peace of mind when purchasing from TEMPUR.
Limited Warranty Coverage
Our limited warranty covers manufacturing defects and structural issues that may impact the performance and functionality of your TEMPUR mattress. Such defects may include sagging, splitting, or cracking of the mattress foam. The warranty coverage period varies depending on the specific mattress model, so please refer to your warranty documentation or contact customer support for more information.
Warranty Exclusions
While our warranty provides coverage for manufacturing defects, it does not cover issues that arise from normal wear and tear or misuse of the mattress. Additionally, the warranty does not cover issues caused by inadequate support or improper handling during transportation. To ensure your warranty remains valid, please follow the care instructions provided with your TEMPUR mattress and use proper support systems.
Warranty Transferability
The warranty for your TEMPUR mattress is non-transferable and applies only to the original purchaser. If you sell or give away your mattress, the warranty does not extend to the new owner. It is important to keep your proof of purchase and warranty documentation safe for future reference.
Return Options
At TEMPUR, we understand that each individual’s preferences and needs may vary. That is why we offer multiple return options to ensure you find the best solution for your situation. The following return options are available:
Exchange for Different Model
If your TEMPUR mattress does not meet your comfort or support preferences, you can exchange it for a different model within the 90-day return window. Our customer support team will be happy to assist you in selecting a new model that better suits your needs. Please note that price differences may apply, and the availability of the desired model is subject to stock availability.
Refund
If you decide that a TEMPUR mattress is not the right fit for you, we offer a refund option within the 90-day return window. Once your returned mattress has been evaluated and meets the eligibility criteria, we will process a refund to the original form of payment. Refund processing times may vary depending on your financial institution but generally take a few business days to complete.
Store Credit
For those who prefer to explore other TEMPUR products or make a future purchase, we offer the option of store credit. Store credit allows you to use the refunded amount towards another TEMPUR mattress or any other TEMPUR products available. Our customer support team can provide more information on how to utilise
store credit for your next purchase.
Return Costs
As part of the return process, there may be certain costs associated with returning your TEMPUR mattress. We have outlined these costs below for your reference:
Shipping Costs
When initiating a return, the customer is responsible for covering the return shipping costs. The cost of shipping the mattress back to our facility may vary depending on your location and the shipping service you choose. Be sure to retain proof of shipment and consider purchasing shipping insurance to protect your investment during transit.
Restocking Fee
A restocking fee may apply to returns, particularly for online purchases. This fee helps cover the expenses associated with processing and inspecting returned mattresses as well as preparing them for resale, if applicable. The restocking fee amount will be communicated to you during the return process and will be deducted from your refund amount.
Return Timeframe
To ensure a smooth return process and timely refunds, it is essential to be aware of the return timeframe for online and in-store returns. The following timeframes apply:
Online Returns
For online returns, you have 90 days from the date of delivery to initiate the return process. This timeframe includes the time it takes for the mattress to reach our facility and be evaluated. Therefore, we recommend contacting our customer support and initiating the return as soon as you have decided to return the mattress.
In-Store Returns
If you purchased your TEMPUR mattress from a physical store location, you also have 90 days from the date of purchase to initiate a return. It is important to note that the mattress must be returned to the same store from which it was purchased. Please contact our customer support team for further guidance on the in-store return process.
Refund Processing Time
After you have completed the return process and your returned mattress has been evaluated, we will process your refund in a timely manner. Refunds are typically processed within a few business days of receiving the returned mattress. However, the actual time it takes for the refunded amount to appear in your account may vary depending on your financial institution.
Customer Support
We take pride in our exceptional customer support and aim to provide a satisfactory experience for all our customers. If you have any questions, concerns, or need assistance with the return process, our customer support team is here to help. You can reach us through the following contact information:
Contact Information
- Freephone: 0800 0111 083
- Email: consumer@tempur.co.uk
- Live Chat: Visit the website https://uk.tempur.com/contact-us.html and click on the Live Chat feature to connect with a customer support representative in real-time.
You can also write to
- Customer Care
TEMPUR UK Ltd
TEMPUR House
Caxton Point
Printing House Lane
Hayes, Middlesex
UB3 1AP
Additional Policies
In addition to our return and warranty policies, TEMPUR has a few other policies in place to ensure a satisfying shopping experience. The following are some important policies to be aware of:
Trial Period
We understand the importance of trying out a mattress before making a final decision. That is why we offer a 90-day trial period for our TEMPUR mattresses. This trial period allows you to adjust to the new mattress and determine if it meets your sleep needs. If, within these 90 days, you find that the mattress does not meet your expectations, you can initiate a return as outlined in the return process section.
Cancellation Policy
If you need to cancel your TEMPUR mattress order before it is shipped, please contact our customer support team as soon as possible. Cancellations requested after the order has been shipped may incur restocking or return shipping fees. Our customer support team can provide further guidance and assistance regarding the cancellation process.
Price Adjustments
TEMPUR strives to offer competitive pricing and occasional promotions to our valued customers. If you purchase a TEMPUR mattress and notice a price adjustment within 30 days of your purchase, you may be eligible for a refund of the price difference. To request a price adjustment, please contact our customer support team with your proof of purchase and the details of the price adjustment you have found.
We hope this comprehensive article has provided you with all the information you need regarding the return policy for TEMPUR mattresses. We value your satisfaction and want to ensure a hassle-free experience for all our customers. If you have any further questions or require assistance, please do not hesitate to contact our customer support team. Sleep well on your TEMPUR mattress, knowing that your satisfaction is our top priority.
