Terms & Conditions
Next Day Delivery to UK is free as standard – with the exception of:
Isle Of Wight
Isle of Man
All UK Islands
REFUNDS & RETURNS
REM-Fit will exchange or refund the purchase of your mattress provided that you request this within 60 days of receiving the product. Any agreed refunds will be issued within 14 days following receipt of the mattress.
All other items:
You can return any other item within 14 days of recieving it. The item must be in it's original packaging and still be in a 'new' condition. Before you return or exchange your items, please see if we can help troubleshoot any issues you may have. We have online chat available Monday to Friday from 8:00 AM to 12:00 AM and Saturday - Sunday 9:00 AM to 12:00 AM as well as email support at firstname.lastname@example.org. Additionally, our FAQ and Support pages have many videos and tutorials that may be of help.
Return items here:
FREE COLLECTION FOR UK CUSTOMERS
If you have received your product but have changed your mind, we will collect the mattress at no extra cost, provided that you inform us within 60 days and that you live in the UK. For customers outside the UK, you will be responsible for the costs of returning the mattress in order to claim your refund.
We will exchange any mattress that is either damaged or faulty upon delivery provided that the customer has followed all applicable terms and conditions. Before processing a damaged/disputed goods claim, we will require a photograph of the item before action can be processed. It is the responsibility of the customer to ensure that the mattress has been delivered 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.
You must exercise any right to cancel your order by informing REM-Fit by email email@example.com prior to the dispatch of the item. Customers wishing to return their items after dispatch must ensure that all reasonable care is taken to ensure that the mattress is unopened and unpackaged and is returned in its “as new” condition in original sealed packaging.
MATTRESS 100-NIGHT TRIAL
We offer a 100 night trial on all mattresses to give you the chance to test your purchase in the comfort of your own home, for a period of 100 nights. Please note that this trial is subject to the following terms and conditions.
Mattresses must be used for a minimum of 30 nights before returns can be requested and returns before 30 days will be accepted only where the mattress has not been unpackaged or unrolled.
To make a return request, contact our Customer Services by email or phone no later than 100 days from the date of purchase.
Please provide your order number, name, telephone number and full address (including your Post Code) to arrange the collection. Collections are free of charge for UK customers and will be collected by our Partner Charity the British Heart Foundation. For the purposes of administering the collection this information will be transferred to the Charity. It is assumed that if you want to return the Mattress under the 100 Night Sleep Trial, you are happy for this information to passed to the British Heart Foundation. For customers outside of the UK, it will be your responsibility to arrange and cover the costs of return.
Once the charity receive the data of the customer, the charity will contact the customer within 72 hours to arrange collection by phone or email. The charity will book in an agreed collection date within 14 days. The customer will be offered a call ½ hour prior to collection.
Any agreed refunds will be made within 14 days following receipt of the mattress and will be made using the same method of purchase, unless agreed otherwise.
We reserve the right to refuse the 60-night trial to anyone associated with a mattress manufacturer or brand.
We believe in the superior quality of our mattresses, which is why we provide a 10-Year Guarantee as standard.
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 REM-Fit 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. 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 or 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 1 inch, not associated with improper use or unsupportive base, will be accepted as a valid claim.
Where there are physical flaws in the craftsmanship of the cover, including the seams and zipper assembly, REM-Fit 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 demonstrates 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.
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 re-sellers who are not authorised retailers of REM-Fit products.
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.
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 have a valid claim:
If your mattress is covered by the guarantee and you would like to replace it, please contact our Customer Service by email or by phone.
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.
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 eve 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 REM-Fit, 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 firstname.lastname@example.org
We Donate All Returned Mattresses To:
© British Heart Foundation is a registered charity in England and Wales (225971) and in Scotland (SC039426)