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Guarantee & Aftercare

Ten Year Guarantee

Ten Year Guarantee

Materials used in the construction of our products are of the highest quality and each item is individually and carefully handcrafted using traditional skills from our British craftsmen and women.
We have earned a proud reputation based on the quality experience enjoyed by our customers over decades of trading. This reputation is enhanced by the fact we are a bespoke provider and can offer beds and mattresses to any shape or size to suit the needs of the discerning customer.
We are therefore proud to state that all products carry a ten year guarantee.
If a problem arises within this period then please contact us directly. We will either repair, or replace, free of charge, any part of the product which becomes defective within ten years from the date of purchase due to either faulty materials or workmanship.
However, please note that we reserve the right to refuse service if the bed is found to be in an unhygienic or insanitary condition. We will not accept responsibility if the basic instructions, defined in the “Custom Aftercare” leaflet attached to every product are not observed.


Aftercare

Every Mattress and Bed comes with detailed care instructions to ensure your products are kept in premium condition.

Read our Inspiration & Information blog for more information on how to get the most out of your mattress including when and how to turn it. link to blog here.


Delivery & Insurance

We deliver direct to your door on Mondays and Tuesdays between 9am – 6pm.
The £75 delivery fee includes insurance from the time it is in transit until it is delivered to your specified delivery address. We require a signature for any goods delivered, at which point responsibility for your purchased goods is transferred to you.
For those within the UK, from the time you place your order, you should be enjoying your custom mattress and bed within 10 – 14 days. Within the EU this is between 14 – 28 days.
Your goods are packaged or boxed and delivered by one of our own team.


Payment Information

You will be provided an individual Sleep Specification™ detailing your order, customisation, total costs and delivery times. You will be asked to confirm your order in writing to ensure all your needs and expectations are clear and met.
Upon receiving your confirmation, full payment is required and can be made by Visa, Visa Debit, MasterCard, Mastercard Debit, Visa Delta, Paypal and bank transfer.
Please note UK VAT will be applied to orders dispatched within the UK, excluding the Channel Islands. Local VAT is applied to all other EU destinations. Our purchases are normally shipped DDP (Delivery Duty paid), which denotes that all relevant import taxes and duties will be included in the final purchase price.


Cancellations & Refunds

Once you’ve confirmed your order in writing and paid, we will have the bed and mattress manufactured to your specifications. Custom mattresses and beds are specifically made for you. They are a one off item and therefore we are not required to refund or exchange them if you change your mind.
However, if you cancel within 24 hours we will refund 90% of the total amount. After 24 hours, we will not be able to refund your money as the manufacturing process will have commenced.

We never reuse, resell or recycle mattresses once delivered to the customer.
However, if we are able to find another customer for your goods within 6 months we will refund payment minus 20%.
Custom made products will only be refunded if there is a manufacturing fault covered under the 10 year guarantee.


International Customers

We are an international business based in the UK and Custom Mattress can supply to you anywhere in the world. Talk to us about how we can ship your goods, including taxes, delivery times and meeting international fire and safety requirements.
If your mattress or beds are for your yacht or boat, we can come out to measure up, on- location and deliver to another destination, meaning you don’t have to stay in one place waiting for your new beds.