Last updated: 2 August 2026. This policy applies to orders placed with Luxe Mattress Ltd. through luxemattresses.co.uk.
1. Your legal right to cancel, the first 14 days
If you bought from us online or over the phone, you have 14 days from the day your order is delivered to cancel it for any reason at all. This is your right under the Consumer Contracts Regulations 2013 and nothing in the rest of this policy limits it.
- Tell us however suits you, through the returns portal, by email, by phone or on WhatsApp. Your cancellation counts from the moment we receive it, and you never need to submit it twice.
- You do not have to give a reason, and we will never refuse a cancellation made inside this window.
- We collect free of charge. You are also welcome to return the item yourself if you prefer.
- We refund within 14 days of getting the goods back, and normally within 1 to 2 working days of collection.
- If a mattress comes back stained, damaged or otherwise worth less than when it left us, we may deduct that loss in value from your refund. We will always tell you the amount and why before we do it.
2. The Luxe 100-Night Trial
The trial is something we offer voluntarily, on top of the legal rights described above. It gives you far longer than 14 days to decide, in exchange for a few sensible conditions.
How the 100-Night Trial works
- Nights 1 to 30: settle in. A new mattress takes about a month to get used to. Give your body that time before you decide.
- Up to night 60: refund. If it is still not right, ask for a refund. We collect free of charge and refund you within 14 days of collection.
- Up to night 100: exchange. Swap for a different mattress. Your first exchange is free. A second exchange costs £49 and is the last one on that order.
- How to start. Submit a claim at claims.luxemattresses.co.uk with your order number and photos. Prefer to talk first? Call 020 4572 5122 or message us on WhatsApp or SMS at 07404 978 052.
3. Keeping your mattress trial-ready
The only thing we ask is that the mattress comes back to us in a clean, undamaged condition. A mattress that is stained, soiled or damaged cannot be exchanged or refunded under the trial, so it is worth keeping it covered with a fitted sheet from the first night.
There is nothing to buy from us to qualify. Collection is free either way.
4. Condition checks and collection
- Before we book a collection we will ask you for a few photographs of the mattress.
- Our driver inspects the mattress at your door. Clean and undamaged means we take it away there and then.
- If it is stained or damaged we will politely decline the collection and our team will contact you about the options. The one exception is a legal 14-day cancellation, where we will still collect but may make a deduction for loss in value.
- Please keep the mattress dry and reasonably accessible. We cannot collect from lofts, or from rooms that cannot be reached safely by two people.
5. Who the trial is for
- One trial per household in any 12-month period.
- The original purchaser only, at the original delivery address.
- UK mainland addresses.
- Standard mattresses from our current range. Clearance, ex-display, bespoke and custom-made items are not included.
- Beds, bases, headboards, ottomans, toppers, pillows, duvets and bedding are not covered by the trial. Your 14-day legal cancellation right still applies to them, and unused bedding in sealed packaging can be returned within 14 days.
6. How exchange pricing works
- Your first exchange is free, no delivery charge and no admin fee.
- Moving to a more expensive mattress? You pay only the difference.
- Moving to a cheaper one? We refund the balance to your original payment method.
- A second exchange costs £49 and is the last one available on that order.
- Exchanges are available up to night 100. Refunds are only available up to night 60.
7. Faulty mattresses and your warranty
None of the trial conditions apply to a faulty product. If something is wrong with the way your mattress was made, we will repair, replace or refund it free of charge under the Consumer Rights Act 2015, whatever night you are on.
Your warranty covers manufacturing faults such as sagging deeper than 3 cm measured under no load, broken or protruding springs, and seam or stitching failure. It does not cover normal softening, comfort preference, stains, damage, or use on an unsuitable base, slats must be no more than 75 mm apart and the mattress must be fully supported.
Warranty length depends on the model:
| Mattress | Warranty |
|---|---|
| Majestic 11000 | 8 years |
| Imperial 2000 | 8 years |
| LuxeTherm Hybrid | 8 years |
| Luxe Nova Hybrid | 8 years |
| Luxe-Latex Natural Pillow Top 5000 | 10 years |
| LuxeOrganic Hybrid | 10 years |
| LuxeErgo 3400 | 10 years |
| Luxe OrthoSupport9 | 10 years |
| Majestic 9000 | 5 years |
| Pocket Reflex 1000 | 5 years |
| Tencel 1000 | 5 years |
| Tempure Velure Pillow-top | 5 years |
| Reverso Memory | 5 years |
| Luxe Velour Hybrid | 5 years |
Clearance and ex-display mattresses carry a 12-month warranty. Beds, bases and headboards carry a 5 year Luxe warranty against structural defects.
8. Starting a return, exchange or claim
Everything runs through our claims portal at claims.luxemattresses.co.uk. You will need your order number and a few photographs. If you would rather not use the portal, email or call us and we will log it for you.
We aim to acknowledge every request within 1 working day and to resolve it within 5 working days. Refunds are issued within 1 to 2 working days of the mattress reaching us and can take a further 3 to 5 working days to appear on your statement.
9. Contact us
Email [email protected] or call 020 4572 5122.
Luxe Mattress Ltd.
Registered in England and Wales. Company number: 15947030
Registered office: Office 130, 11th Floor, 25 Cabot Square, Canary Wharf, London, E14 4QZ
VAT number: [VAT NUMBER]
Returns address: [WAREHOUSE ADDRESS]
If you are unhappy with how we have handled a return, write to us at the address above. We will acknowledge your complaint within 2 working days and give you a full response within 10 working days.
