Refund policy

Returns and refunds

The short version. If it is still sealed in its original packaging, you have 30 days from delivery to return it. For hygiene reasons we cannot take a mattress back once the packaging has been opened. If anything arrives faulty, damaged or not as described, we put it right and we pay — always. Return carriage on a change-of-mind return is paid by you.

Your legal right to cancel

Because you buy from us online, the Consumer Contracts Regulations 2013 give you the right to cancel your order for any reason, without giving a justification. That right runs from the moment you place the order until 14 days after the day you receive the goods.

We choose to go further: we extend that window to 30 days from delivery. The extra 16 days are offered voluntarily and on the same conditions. Your statutory 14-day right always stands on its own, whatever else this policy says.

Mattresses, and why the seal matters

Mattresses are sealed for hygiene. Once the protective packaging has been opened or removed, we cannot resell the mattress and we cannot accept it back for a change of mind. This is the exemption for sealed goods that are not suitable for return on health-protection or hygiene grounds, set out in Schedule 2 of the Consumer Contracts Regulations 2013.

So: unwrap it and you have kept it, unless something is wrong with it. If you want to cancel, do not open the packaging.

This does not apply to faulty, damaged or wrongly supplied goods. Those are covered below and are always our responsibility, sealed or not.

Made-to-order items

Many of our mattresses and beds are made to order, with a lead time shown on the product page. Made to order does not mean non-returnable. You choose from our standard sizes and specifications, so these are not personalised or bespoke goods, and your 14-day cancellation right applies to them exactly as it does to anything else — provided the item is still sealed.

How to return something

Email online@onlineand.direct with your order number and tell us what you would like to return. We will reply with the return address and the instructions for sending it back.

Please contact us before sending anything back. Our items ship from several different locations, so the right return address depends on what you bought — an item posted back without instructions may go to the wrong place and be delayed or lost. If you have already cancelled in writing within your cancellation period, your cancellation still stands even if we have not yet replied.

Items must come back to us in their original packaging, unused, and in the condition you received them. Please take reasonable care of them while they are with you.

Who pays for the return

You pay the cost of returning an item to us if you are changing your mind. Mattresses and furniture are bulky, and return carriage typically costs between £30 and £100 depending on the item and where you are. You are welcome to arrange your own carrier, or we can arrange collection and pass on the cost at what we are charged.

We pay if the item is faulty, damaged, or not what you ordered. In that case there is no return cost to you at all.

Refunds

We will refund you within 14 days of receiving the goods back, or within 14 days of you giving us proof that you have sent them, whichever is sooner. Refunds go to your original payment method. Your bank may take a few more days to show it.

Your refund includes the standard delivery you paid. Our UK delivery is free, so in practice there is nothing extra to return there. If you chose an enhanced delivery service, we refund the standard cost, not the upgrade.

We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature and characteristics of the goods.

If something is faulty, damaged, or wrong

Your rights under the Consumer Rights Act 2015 apply in full, and nothing in this policy limits them. Goods must be of satisfactory quality, fit for purpose, and as described.

• Damaged on arrival: check the order with the driver present. Refuse the affected item and email online@onlineand.direct within 24 hours with photographs. We replace or refund it.
• Faulty within 30 days: you have the short-term right to reject and get a full refund.
• Faulty after 30 days: we will repair or replace it. If that does not resolve it, you are entitled to a refund or a price reduction.
• We pay all collection and return costs on faulty, damaged or wrongly supplied goods.

What we cannot take back

• Mattresses and other sealed items where the packaging has been opened or removed, for the hygiene reasons above.
• Goods genuinely made to your own specification or personalised to you — for example a bespoke size we do not list as standard.
• Items returned damaged by handling beyond what was needed to inspect them.

Everything else can be returned within the window above. This list does not affect your rights for faulty goods.

Cancelling before delivery

You can cancel at any time before delivery, including while a made-to-order item is still being built. Email us and we will stop the order and refund you in full.

Who we are

Online And Ltd, trading as Onlineand.direct. Registered in England and Wales, company number 13563891. Registered office: 124 City Road, London, EC1V 2NX. VAT registration GB391020626.

We are an online-only retailer, so you can order at any time — 24 hours a day, 7 days a week. Email us whenever you need to at online@onlineand.direct.

If we cannot resolve it

Please contact us first and give us the chance to put things right. If we cannot resolve a complaint together, you can contact Citizens Advice on 0808 223 1133 for guidance on your consumer rights.