Return & Refund Policy
We want you to love your sleep upgrade. If something isn't right, we make it easy and completely free to return.
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100-Night Risk-Free Trial
Every HiSleep mattress comes with a 100-night sleep trial. If you’re not completely satisfied at any point during the first 100 nights, we’ll collect it for free and give you a full refund — no questions asked.
1.Mattresses – 100-Night Trial
The 100-night trial begins on the date your mattress is delivered. We recommend sleeping on your new mattress for at least 30 consecutive nights before initiating a return — your body typically needs this time to adjust to a new sleep surface.
The 100-night trial:
- Is available for one mattress per household.
- Covers all HiSleep mattress models.
- Includes free doorstep collection — we'll arrange everything.
- Results in a full refund to your original payment method.
HiSleep reserves the right to decline a trial return where a mattress shows clear signs of abuse, misuse, staining, or damage not caused by a manufacturing defect.
2.All Other Products – 30-Day Return Window
Pillows, sheets, duvets, accessories, and sofas can be returned within 30 days of delivery, provided they are:
- Unused and in original condition.
- In the original, undamaged packaging.
- Accompanied by proof of purchase (order number or confirmation email).
Returns outside the 30-day window or items that do not meet the above conditions may be declined or subject to a restocking fee.
3.How to Initiate a Return
- Contact us – email [email protected] or use our contact form with your order number and reason for return.
- We’ll arrange collection – our team will schedule a free pickup at a time that suits you. Please do not attempt to ship the mattress yourself.
- Inspection – once we receive your return, our team will inspect it within 3–5 business days.
- Refund issued – if approved, your refund will be processed to the original payment method within 5–10 business days.
4.Refund Timeline
| Step | Timeframe |
|---|---|
| Return request acknowledged | Within 1 business day |
| Collection scheduled | 1–3 business days |
| Item inspection | 3–5 business days after receipt |
| Refund processed | 5–10 business days after approval |
| Refund visible in account | Depends on your bank |
5.Non-Returnable Items
The following items cannot be returned or refunded:
- Opened pillows, mattress protectors, or bed linen that have been used (for hygiene reasons).
- Items that have been damaged by the customer through misuse, improper cleaning, or accidental damage.
- Products purchased through unauthorised third-party resellers (warranty and trial apply only to direct HiSleep purchases).
- Gift cards and digital vouchers.
6.Exchanges
We don’t process direct exchanges at this time. If you’d like a different size, firmness, or product, please initiate a return for the original item and place a new order. This gives you the fastest turnaround and ensures you’re not waiting longer than necessary.
If you need guidance on which product is right for you before reordering, our sleep specialists are happy to help — take our free sleep quiz or contact us.
7.Warranty Claims
Warranty claims are separate from returns. If your product has developed a defect covered under our warranty, please contact [email protected] with:
- Your order number and date of purchase.
- A clear description of the defect.
- Photos clearly showing the issue.
See our Terms & Conditions for full warranty coverage details.