Sales Terms & Conditions

Sales Terms & Conditions

These terms may have changed since you last reviewed them, please ensure you have read and understood them before each purchase.


These terms will apply to any contract between us for the sale of products to you. By submitting an order you agree to these terms. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract between you and us for the products, what to do if there is a problem and other important information. If you think that there is a mistake in these terms please contact us to discuss.


Your use of our website is subject to separate terms of use, which you accept by using our website or by placing an order with us.


1. Information about us and how to contact us

We are Phasis Web Limited a company registered in England and Wales. Our company registration number is 13846363 and our registered office is Wilberforce House, Station Road, London, London, United Kingdom, NW4 4QE.

To contact us, please use the details on the ‘Contact’ page on our Website.

If we have to contact you we will do so at our option using the telephone number, email address or other contact details you provided to us.


2. Your order

2.1 We only accept orders when we've checked them. We will contact you to confirm we've accepted it.

2.2 Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside the our delivery areas, or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

2.3 We charge you when you order. Until we have received payment in full (whether from you or an authorised credit partner who pays for you) your order will not be processed and you will not own the product.

2.4 Products can vary slightly from their pictures. A product's true colour may not exactly match that shown on your device or in our marketing or its packaging or size may be slightly different. In particular, due to ambient temperature and decompression, mattresses may vary from the description in thickness by up to 10% and in other dimensions by up to 5%.

2.5 If you use a third party financing service (including any that we facilitate through our website), we will not be part of your contract with them, and if you have any queries or issues regarding their service, please contact them directly.

2.6 We can change products. We can always change a product to reflect changes in relevant laws and regulatory requirements or to make minor technical adjustments and improvements (these are changes that don't affect your use of the product).

2.7 Payment. In order to offer you Klarna’s payment methods, we might in the checkout pass your personal data in the form of contact and order details to Klarna, in order for Klarna to assess whether you qualify for their payment methods and to tailor those payment methods for you. Your personal data transferred is processed in line with Klarna’s own privacy notice.


3. Cancellation

3.1 Your legal right to change your mind.

For most of our products, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

 3.2 Our 200 nights guarantee.

In addition, we offer our UK customers a “200 nights” goodwill guarantee for mattresses and mattress covers identified on our website, which is more generous than your legal rights in the ways set out below. This goodwill guarantee does not affect your legal rights if there is something wrong with your product.


Your legal rights

How our 200 nights guarantee is more generous

14 days to change your mind from delivery.

200 days to change your mind from delivery.

You pay costs of collection or return

We pay costs of collection


3.2.1 Our refurbished Mattresses. We offer you 14 nights to try your mattress and get used to it in the comfort of your own home. In addition, your mattress is guaranteed for 2 years in case of a defect or sagging of more than 10% of the initial thickness of the mattress.

3.3 When you can't change your mind. You can't change your mind about an order for products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them (except under our “200 nights” guarantee).

 3.4 The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the day we deliver it (other than under our “200 nights” guarantee). If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.

 3.5 How to let us know. To let us know you want to change your mind, contact us. You can also use the Model Cancellation Form at the end of these terms, but you do not have to.

 3.6 You have to return the product. You have to return your product (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. Returns are at your own cost, other than under the “200 nights” guarantee. You must contact us to arrange returns. Returns which have not been arranged with us will be refused. You must ensure that the product is suitably packaged to protect it during its return. If we arrange the collection of the product for you, and the return is at your cost, we will deduct the cost of this from your refund.

 3.7 We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, there are stains or tears, the packaging is damaged or accessories are missing. Bed linen and mattress protectors must not have been unpacked. In some cases, because of the way you have treated the product, no refund may be due. This also applies to our “200 nights” guarantee.

 3.8 We do not refund non-standard delivery costs. We don't refund any extra you have paid for express delivery or delivery at a particular time.

 3.9 When and how we refund you. If you tell us you've changed your mind about a product that hasn't been delivered or one that we're collecting from you, we refund you as soon as possible and within 14 days. If you're sending your product back to us, we refund you within 14 days of receiving it (or receiving evidence you've sent it to us). We refund you by the method you used for payment. We don't charge a fee for the refund.



Model Cancellation Form

(Complete and return this form only if you wish to withdraw from the contract)


I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],


Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),


Signature of consumer(s) (only if this form is notified on paper),


[*] Delete as appropriate




4. Issues with your product

4.1 If you think there is something wrong with your product, you must contact us. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. For detailed information please visit the Citizens Advice website

 4.2 Our key legal rights are as follows. The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

 4.2.1 Up to 30 days : if your goods are faulty, then you can get a refund.

 4.2.2  Up to six months : if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.

 4.2.3 Up to six years : if your goods do not last a reasonable length of time you may be entitled to some money back.

 4.3 Our warranty does not cover changes in thickness or other changes in a mattress caused by natural wear, but would cover abnormal subsidence or premature deformation by more than 10% of the thickness of the mattress.

4.4 Warranty claims. If you let us know about a fault with your order, we may need you to provide evidence of the fault, and we may need to carry out an inspection of the goods at your property, using an independent third party to determine the cause of the fault. We will also review the fault against any evidence regarding what condition your order was in at the point of delivery.

4.5 Take care of your product. If you move house, please make sure that your products are packaged, handled and stored properly. Any damage caused by moving (even if it only becomes obvious a while after moving) is not covered by our guarantee, and you will not be entitled to any refund, replacement or repairs in relation to it.


5. Our liability

5.1 We don't compensate you for all losses caused by us or our products. We're not responsible for losses you suffer caused by us breaking this contract if the loss is :

5.1.1 Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).

5.1.2 Caused by a delaying event outside our control.

5.1.3 Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.

5.1.4  A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.