Next Day Delivery to the UK is free as standard – with the exception of the below - Please use the delivery calculator in the basket or checkout pages for delivery costs and lead times to these areas.
Rest of Europe
The Republic of Ireland
Isle Of Wight
Isle of Man
All UK Islands
Where orders are placed on a working day before 1pm, deliveries will be made (where possible) the next working day. Orders placed on a Saturday or Sunday will be delivered the following Tuesday. If you would like a specific delivery date, please state this date in the ‘delivery comments’ box at the checkout stage.
*Free gifts are not included in the postage upgrades and may be delivered separately to the mattress/mattresses. Delivery information for free gifts will be provided at the time of disptach of your mattress order.
Items will be delivered to the front door of your building.
Delivery is between 8:30 – 17:30 Monday to Friday.
Delivery will take place to the address provided at the time of purchase, though dates and addresses may be changed where prior agreement has been obtained from REM-Fit.
Where an order consists of more than one product, all products must be delivered to the same address.
Pre 12pm next day delivery £10 (postcode dependant – use delivery calculator)
Saturday morning delivery £30 (postcode dependant- use delivery calculator)
100-NIGHT MATTRESS TRIAL - UK & IRELAND ONLY
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 delivery.
All returned mattress are donated to charity and therefore need to be returned in a usable and clean condition. As part of the returns process, we will require photos of the mattress to show that it has been used and kept in a clean condition. Should the mattress be marked, stained or soiled, REM-Fit reserve the right to withhold £30 to professionally clean the mattress.
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 be passed to the British Heart Foundation. This information is not used by the British Heart Foundation 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 BHF collection times provided – failure to be flexible can result in delayed mattress collections and in return delayed mattress refunds. For customers outside of the UK, it will be your responsibility to arrange and cover the costs of return.
Once the charity receives 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.
If you wish to return a mattress under our 100-night sleep trial and order a different REM-Fit mattress (400, 500 or 500 Ortho), the following conditions apply:
- If the new REM-Fit mattress costs more than the returned REM-Fit Mattress, the customer is responsible for the difference in cost.
- If the new REM-Fit mattress costs less than the returned REM-Fit Mattress, there is no refund for the difference to customer.
- Once the second mattress is delivered, there is no100 night trail.
STANDARD RETURNS & REFUNDS
Unopened and unused mattress returns: REM-Fit will exchange or refund the purchase of your mattress provided that you request this within 100 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 receiving it. The item must be in its original packaging and still be in a 'new' condition. All return costs are to be covered by the sender and not REM-Fit. 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:
Junction 6 Industrial Estate,
PROMOTIONS & FREE GIFTS
Should you wish to return your free gift/s in conjunction with returning you mattress under the 100 night trial scheme, please ensure the below conditions have been met. Please also be aware that you will be responsible for collection and returning these free gift/s to our warehouse - we will reimburse all delivery costs back to you.
- The items have not been used
- The packaging has not been opened
- The condition of the packing is 'new'
Should you wish to keep your free gift/s when returning your mattress, the cost of the free gift/s will be deducted from the value of your refund - in order to get a full refund, all free gift/s must be returned as stated above.
- REM-Fit Hybrid pillow £79
- REM-Fit Snow pillow £99
- REM-Fit Sleep Monitor £149
- REM-Fit Tracker 100 £49
- REM-Fit 300 Mattress Sheet 3ft/£54.95 4ft/£59.95 4ft6/£69.95 5ft/£79.95 6ft/89.95
- REM-Fit Snow Mattress Sheet 4ft6/£179.95 5ft/£199.95 6ft/249.95
FREE MATTRESS COLLECTION FOR UK CUSTOMERS
If you have received your product but have changed your mind and have not used it, we will collect the mattress at no extra cost, provided that you inform us within 100 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.
REFER A FRIEND
To redeem your referral discount, simply enter your code into the discount code box in the basket page. Please note - the refer a friend discount code cannot be used in conjunction with any other offers or promotions and we withhold the right to disable the refer a friend discount code at any time without notice. For more information on our refer a friend scheme please contact firstname.lastname@example.org
To become a member of our refer a friend programme you must first make a purchase on our website. Failure to do so will result in your account being suspended or even removed.
The referral discount code is only to be shared with friends & family.
Our refer a friend programme is not an affiliate programme and sharing the refer a friend discount code on 3rd party websites is not permitted. Sharing the discount code across social media other than through own profile page is also not permitted. Should we have reason to suspect that the refer a friend programme has been abused and not treated within the spirit of the programme we withhold the right to cancel and refuse rewards and repayments.
10/15-YEAR MATTRESS GUARANTEE
We believe in the superior quality of our mattresses, which is why we provide a 10-Year (15 years for 500 models) 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 10/15-year guarantee extends to all REM-Fit mattresses (15 year for 500 models) 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 resellers who are not authorised retailers of REM-Fit products.
Mattress sizes are approximate and not exact; we have a 3.5cm tolerance allowance for all mattress sizes.
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 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 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 email@example.com
We Donate All Returned Mattresses To:
© British Heart Foundation is a registered charity in England and Wales (225971) and in Scotland (SC039426)