Terms and Conditions

£30 Redelivery Charge

It is essential to note that in the event of no one being present at the property on the scheduled delivery day, a redelivery fee of £30 will be applied. To avoid any inconvenience, please ensure that someone is available to receive the order upon its arrival. Additionally, in the event that you request to cancel an order after it has already been dispatched, we may apply a delivery fee of £30, This fee will be deducted from your refund amount. 

Your 100-Night Trial – What You Must Know

• Sleep on your new mattress for up to 100-nights and really get to know it!
• We ask that you sleep on your new mattress for a minimum of 30 nights to allow enough time for your body to fully adjust.
• Returning the mattress is free.
• You will be refunded in full minus delivery fees on the order (most orders come with free delivery)
• Only 1 mattress trial per order and per address. Subsequent orders to the same address will not be eligible for a second 100-night trial.
• Your Mattress must be kept clean. We recommend using a mattress protector.
• As part of our social and environmental awareness, returned mattresses are either donated to charity and sold on through our partners at the British Heart Foundation or sold on as ‘rejuvenated’ mattresses via various channels and therefore must be clean. Rejuvenated mattresses are steam cleaned, maintained and if required fitted with a brand-new mattress cover. Rejuvenated mattresses are never sold on as ‘new’ on our website.
• Stain removal fee – should the mattress be soiled, stained or marked in any way Max Mattress reserves the right to charge £35 to professionally clean the mattress. Max Mattress and the British Heart Foundation reserves the right to refuse the return request / collection should the mattress be heavily soiled or stained.
• We reserve the right to refuse the 100-night trial at our complete discretion, including, but not limited to, anyone associated with a mattress manufacturer or brand, or in such circumstances where we suspect dishonesty, misrepresentation or misconduct on your part or should the mattress be heavily soiled. We also reserve the right to refuse the 100-night trial at our complete discretion in such circumstances where more than one order is placed for the same household address or where a customer does not respond for long periods of time (over 7 days) causing prolonged delays to a reasonable collection process. Your statutory rights will not be affected.

How will a 100-Night Sleep Trial collection work?

• Collections are free of charge for UK customers and will either be collected by our partner charity the British Heart Foundation or Rhenus Logistics.
• For the purposes of administering the collection this information will be transferred to the British Heart Foundation/Rhenus. It is assumed that if you want to return the mattress under the 100 night sleep trial, you are happy for this information to be passed to the British Heart Foundation/Rhenus. This information is not used by the British Heart Foundation/Rhenus for any retargeting basis or used for any other purposes except to allow collection of a mattress under the 100 night sleep trial.
• It will be your responsibility to work to the British Heart Foundation/Rhenus collection times provided – failure to be flexible can result in delays to your collection and therefore your refund also. For customers outside of the UK, it will be your responsibility to arrange and cover the costs of return.
• Once the British Heart Foundation/Rhenus receives the customer data , it will make every reasonable effort to contact the customer by phone or email within 72 working hours to arrange collection.
• The British Heart Foundation/Rhenus will make every reasonable effort to book in an agreed collection date within 14 working days. The customer will be offered a call 30 minutes prior to collection.
• A collection is expected to have taken place within 21 working days of the British Heart Foundation’s/Renus's first contact with the customer. Above and beyond this 21 day period customers will be charged £5 per day until the mattress is collected.
• Any agreed refunds (excluding delivery costs) will be made within 5 working days following receipt of the mattress and will be made using the same method of purchase unless agreed otherwise.
• In circumstances where there are no British Heart Foundation/Rhenus outlets in your vicinity in order to be able to make a collection, REM-Fit reserves the right to find an alternative acceptable collection method.
  
  

Rejuvenated Mattresses Sleep Trial Terms

• All the above terms & conditions are applicable to our Rejuvenated mattresses with the exception that the sleep trial period is 30 days from date of delivery.
  
  

Free Mattress Collection For UK Customers

If you have received your mattress but have changed your mind and have not opened the packaging, we will collect the mattress at no extra cost, provided that you inform us within 100 days of delivery. Any used mattress will fall under the 100 night trial terms and conditions above. For customers outside the UK, you will be responsible for the costs of returning the mattress in order to claim your refund.

Damaged/Disputed Goods

We will exchange any product that is either damaged or faulty upon delivery provided that you have followed all applicable terms and conditions. Before processing a damaged/disputed goods claim, we will require a photograph of the item. It is the responsibility of the customer to ensure that before signing for receipt of the items, the customer is satisfied that it has been received in good condition.
Please contact Customer Services within 24 hours of receipt of the mattress to notify us of any faults/damages and provide photographic evidence as soon as possible.

Other Returns

We will accept unwanted goods requests within 14 days of the original delivery date (this does not include mattresses within their 100-night trial). Unwanted goods must be unused and still in their original packaging. Email sales@maxmattress.co.uk to raise a return request. Collections arranged and made by Max Mattress will be charged to the value of £5.

Cancellation

You must exercise any right to cancel your order by informing Max Mattress by email at sales@maxmattress.co.uk prior to the dispatch of the item. Customers wishing to return their items after dispatch must take all reasonable care to ensure that the mattress is unopened and is returned in its “as new” condition in the original sealed packaging.

Sales Contract

Your order confirmation will act as acceptance of your offer, thereby forming a binding contract in accordance with the UK Sale of Goods Act 1979. The contract will be established at the point of order confirmation and not merely upon notification of delivery. As such, your order confirmation from Max Mattress constitutes a formal acceptance of your purchase, and we commit to fulfilling the delivery as specified in the order. 

10 Year Mattress Guarantee

We believe in the superior quality of our mattresses, which is why we provide a 10 year guarantee as standard on our mattresses (1 year guarantee for rejuvenated mattresses).
This guarantee is provided at no extra cost and in addition to consumer rights granted by law. Our guarantee is offered in accordance with the following terms and conditions:
Our 10 year guarantee extends to all Max Mattress mattresses purchased as new from authorised retailers, commencing on the date of delivery. To qualify for the guarantee, all mattresses must be set up on a supportive base or foundation, substantial enough to support the mattress and all occupants. Should the mattress be stained or marked in any way we reserve the right to refuse the guarantee. In the event that a replacement product is provided, the original guarantee will still apply, i.e. the guarantee for the replacement commences on the date of the delivery of the original mattress.
Where a replacement product is of higher value than the original, the customer must pay the difference. Please note that only the original purchaser of the original product may make a replacement claim.

What Does The Guarantee Cover?

• Only indentations greater than 25mm, not associated with improper use or an unsupportive base will be accepted as a valid claim.
  
  

  Time lapse from delivery date	0-6 Months	6-12 Months	12-24 Months	24-36 Months	36-60 Months	60-120 months	120-180 months
  Settlement Tolerance	25mm	30mm	35mm	40mm	45mm	55mm	70mm

  
  
  
• Where there are physical flaws in the craftsmanship of the cover, including the seams and zipper assembly, Max Mattress may, at its own discretion, repair or replace the cover with a style of cover available for the product at that time. This cover may be different to the style of cover originally purchased.
• Any physical flaw in the mattress causing the foam to split or crack, provided that the mattress has not been handled improperly.

What Doesn't The Guarantee Cover?

Should any issue arise which is not covered in the above section, it will not be covered by our guarantee. The following list gives examples (not exhaustive) of what is not covered:

• A typical increase in the softness of the foam pressure-relieving material which does not affect the pressure-relieving qualities of the mattress.
• Comfort preference.
• Abnormal use or any other usage than normal domestic use.
• Physical damage to the mattress, including but not limited to; burns, cuts, liquid damage, stains, soiling or tears.
• Products sold by resellers who are not authorised retailers of Max Mattress products.
• Mattress sizes are approximate and not exact; we have a 3.5cm tolerance allowance for all mattress sizes.
• Max Mattress mattresses used on a slatted base with gaps between slats equal to or greater than 10cm will be deemed as improperly supported which will void the mattress guarantee.
• Any mattress sold “as-is”, “pre-conditioned”, “used”, “comfort-return”, “returned”, “previously owned” or any other similar wording, indicating that the mattress is not “new” or of “first quality”, or has previously been purchased or used by someone else.

Where The Guarantee Claim is Accepted, We Will…

• At our discretion, either repair the defective mattress or replace it with the same or a comparable mattress.
• We cannot accept the return of the exchange mattress if it does not meet your comfort preferences (commonly referred to as a sleep trial).
• Cover the cost of repairs, spare parts, labour, travel, postage and delivery.
• Ship the repaired or replaced mattress back to the customer.

Where The Guarantee Claim is NOT Accepted, We Will…

Either return the mattress to the customer (at their cost) or dispose of the mattress (also at the customer’s cost).

What To Do If You Want To Make a Guarantee Claim:

If your mattress is covered by the guarantee and you would like to replace it, please contact our Customer Service by email at sales@maxmatress.co.uk

If your order was made more than 12 months ago, it is necessary for you to provide evidence of your purchase through an order number or order confirmation email. Without either of these, we regret to inform you that we will be unable to process your guarantee claim.

In the event of a claim, we reserve the right to request that an inspection is made of the mattress in situ at the earliest mutually convenient opportunity in order to establish the validity and extent of any claim.

We believe that it is better for all parties if this inspection is made not by ourselves but rather by an expert and independent third party and we use the Castelan Group (https://www.castelangroup.com/) for this purpose.

On receipt of your claim and with prior notification, we may ask an independent inspector to contact you to arrange an appointment to visit and assess your mattress. The appointed expert technician will complete and submit a report, including photographs, within 7-10 days of a visit which we will share with you. We commit to being bound by the findings in the report. The cost of this inspection will be up to £135.

Written Communications

We are required by law to provide certain information to you in writing. When using our site, you accept that communication with us will be mainly electronic. We will either contact you by email or provide you with information by posting notices on our website. For contractual purposes, by using our site you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications provided to you electronically comply with any legal requirement that such communications be in writing.

Events Beyond Our Reasonable Control

We will not be liable or responsible for any delay or failure to comply with these general terms and conditions or the returns policy if the delay or failure arises from any event which is beyond our reasonable control. Such events would include (but are not limited to) floods, fires, earthquakes, storms, natural disasters, war, civil unrest, acts of terrorism or malicious damage to or destruction of our premises, equipment or goods.

Klarna

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:

• Pay in 3
• Pay Later

Further information and Klarna’s user terms you can find here. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna's privacy statement.

Our Right To Vary These Terms And Conditions

We have the right to revise and amend these terms and conditions from time to time. You will be subject to the terms and conditions in force at the time of your order, therefore, we recommend that you check these terms and conditions whenever you make a purchase.
You will be subject to the policies and terms and conditions in force at the time that you order your mattress from us, unless any change to those policies or these terms and conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those policies or these terms and conditions before we send you the Delivery Confirmation (in which case we have the right to assume that you have accepted the change to the terms and conditions, unless you notify us to the contrary within seven working days of receipt by you of the mattress).

Privacy & Security Policy

Should you wish to make an online purchase from us, you will be required to provide certain personal information as a necessary prerequisite of being able to place an order.
For the purposes of the data protection act 1998 (the “Act”) we will comply with the statutory requirements imposed on us to keep your personal data confidential and secure. Your information will be used to process your order, deliver your goods and handle any claims made under the guarantee.
Occasionally we may use your correspondence information for direct marketing purposes linked solely to Max Mattress, which we believe are of legitimate interest to you. You are free to opt out of any direct marketing at any time by providing written notice of your request by email to sales@maxmattress.co.uk

We Donate Returned Mattresses To:

© British Heart Foundation is a registered charity in England and Wales (225971) and in Scotland (SC039426)

Mobile Terms of Service. Max

Last updated: July 20, 2023

The Max Mattress mobile message service (the "Service") is operated by Max Mattress (“Max Mattress, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.

By consenting to Max Mattress's SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Max Mattress through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialling system or other technology. Service-related messages may include updates, alerts, and information (e.g., order updates, account alerts, etc.). Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).

You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with Max Mattress. Your participation in this program is completely voluntary.

We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.

You may opt-out of the Service at any time. Text the single keyword command STOP to +18668453512 or click the unsubscribe link (where available) in any text message to cancel. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other Max Mattress mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.

For Service support or assistance, text HELP to +18668453512 or email sales@maxmattress.co.uk

We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honouring requests made in such messages.

The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.

To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.

We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Notice.