These are the terms and conditions on which we supply products to you.
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, what to do if there is a problem and other important information.
How to contact us
You can email us at hello@ric-sleep.co.uk
At customer service and we will do our best to help you resolve any issues or queries you may have.
How we may contact you
If we must contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
Our contract with you
How we will accept your order. Our acceptance of your order will take place when we email you to accept it and confirm your order, at which point a contract will come into existence between you and us.
If we cannot accept your order. If we are unable to accept your order, we will inform you of this by email or text and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
Our products
Products may vary in colour from their pictures on our website and other marketing platforms. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we do not guarantee that your platform or device display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
Although we aim to be as accurate as possible because we use different high-quality manufacturers, the mattress may:
Utilise different foam components. Each mattress will still contain a breathable and cooling layer as well as a layer of supportive comfort foam.
Contain slightly different coloured foam or a different cover to the one advertised.
Have a different cover, which may include handles or a repositioned zip. We will always advertise all the features contained in all our mattresses on the website, so you will never receive a mattress that doesn’t have something that was advertised.
The position of the layers in the mattress will stay the same. The ric-fusion mattress will still be 25cm in-depth, all of which have been made to the exact same specification. The firmness of the mattress will also stay the same. All the above is subject to standard industry variability in material composition.
Your rights to make changes
If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see Your rights to end the contract).
Our rights to make changes
Minor changes to the products. We may change the product that reflect changes in relevant laws and regulatory requirements and
To implement minor technical adjustments and improvements. These changes will not affect your use of the product.
More significant changes to the products and these terms. In addition, as we informed you in the description of the product on our website, we may make more material changes to these terms or the product, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.
Providing the products
Delivery costs. The costs of delivery will be included in the total price of the mattress displayed on the website.
When we will provide the products. The estimated timing of delivery will be as displayed to you on our website at the time of your order. This is an estimate only and we will provide the goods as soon as reasonably possible.
We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
Where your order will be delivered. (All deliveries will be arranged to arrive at your billing address provided by you in your order) If you require your mattress delivery at a different address please select the option (deliver to a different address) at checkout. We will not be responsible for any loss that results from you providing incorrect shipping information. If you need to change the shipping address, please contact us by 12pm on the shipping day at the latest, after which, change of address may not be possible. Deliveries will take longer than usual, usually within 3 – 7 working days from the shipping date if an incorrect address is given, if a delivery has been missed by incorrect delivery address a charge made be made, however, if a delivery has been missed due to you not being in or wrong address given at checkout it is your responsibly to contact our courier to rearrange a new delivery time and date.
If you live in an apartment block or multi-storey house. If you select delivery to the door only when you place your order, this means a delivery will be delivered to the first door only. In an apartment block, this will mean that the delivery would be delivered to the bottom door only and not taken up to your apartment. In a multi-storey house, this would mean delivery to the bottom floor and not to your room.
If you decide to cancel your order after it has been shipped and before delivery. This will result in a fee of £45 payable by you to cover the shipping costs.
If you are not at home when the product is delivered. If no one is available at your address to take delivery, our courier will leave you a note informing you of how to rearrange delivery. We can arrange re-delivery of an item for free once. If you miss delivery more than twice, this will result in a fee of £45 for a third delivery payable before the order is delivered again or to be deducted from your refund. We recommend that you allocate the delivery for a day when someone is available at home to receive the goods. We will not be liable for any delay or failure of delivery if you do not accept the product.
If you ask us to leave your delivery in a safe place or with a neighbour. We can only leave the parcels with a neighbour or in a safe place if you gave us written permission via email from the same email address registered to the order. We will not be held responsible for items left with a neighbour or safe place sustaining damage or being missing once a request has been made.
If you do not re-arrange delivery. If, after a failed delivery to you, you do not re-arrange delivery we will contact you for further instructions and may charge you for storage costs. If despite our reasonable efforts, we are unable to contact you or re-arrange delivery we may end the agreement.
If there is something missing from your delivery. It is your responsibility to ensure that the delivery contains all the items specified on the POD (Proof of Delivery), that the couriers will ask you to sign on delivery or use a different method. This is a legal document confirming the receipt of goods as marked on the document. If your delivery is missing any items, make sure to make a note on the POD before signing and make the delivery driver aware at the time. A signed POD confirming all items have been delivered, can and will be used as proof against any claims of missing items. We will not be obliged to ensure that the signature of the POD is yours or that of your authorised agent.
If your goods are damaged. You must notify the courier driver and our customer services team as soon as possible after the delivery was made if the products are damaged. Damage to the mattress caused by the user is not covered by the guarantee. You must make sure to inform our customer service team if you spot any damage to the boxes or the product itself. If the damage is just cosmetic and the product is fine to use, we will at least log the damage for any future contact.
When you become responsible for the goods. A product which is goods will be your responsibility from the time we deliver the product to the address you gave, or you or a carrier organised by you collect it from us.
When you own goods. You own a product which is goods once we have received payment in full.
What will happen if you do not give the required information to us. We may need certain information from you so that we can supply the products to you, for example, your shipping address. We will contact you in writing to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
Your rights to end the contract
You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back) If you have just changed your mind about the product, You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods.
If you have bought products covered by our 30 Nights Trial, you may be able to get a refund if you are within the 30 night trial period.
Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out below, the contract will end immediately, and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are We have told you about an upcoming change to the product or these terms which you do not agree too.
We have told you about an error in the price or description of the product you have ordered, and you do not wish to proceed.
There is a risk that delivery of the products may be significantly delayed because of events outside our control.
You have a legal right to end the contract because of something we have done wrong including because we have delivered late.
Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 30 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
Our 30 Nights Trial (‘the Trial’). Please note, these terms reflect the Trial offered by us to our UK customers, which is more generous than your legal right under the Consumer Contracts Regulations. This Trial does not affect your legal rights in relation to faulty or mis-described.
The Trial is intended to give you the opportunity to see if you are happy with the mattress and therefore, we ask for feedback on why you have returned a mattress as part of any return. If we have grounds to believe that you are returning the mattress for reasons other than because you are genuinely dissatisfied with the product, we reserve the right to refuse to accept the return and we reserve the right to refuse to sell our products to you in the future, either through the website or otherwise. Please note that this does not affect your legal rights as a consumer. We reserve the right to refuse the Trial to anyone not operating as a consumer or who is otherwise in breach of these terms. The Trial is only available on purchases via our website and does not cover purchases via other marketplaces and websites.
If you notify us in writing that you wish to return a mattress to us no later than 30 days after receiving it, we will arrange for collection at no cost to yourself and will refund the purchase price (excluding any delivery costs) within a reasonable time (no later than 30 days) after we receive it in our warehouse. The refund will be made in the same way used to make the payment. To qualify for a return under the Trial.
The products must be returned in the same condition as received or in a reasonable condition; that means no damage, stains, rips or other visible marks or damage.
Any damage or stains on the cover, found at the point of inspection in our warehouse, will result in your refund being reduced by £80 to cover the replacement of the cover. To prevent this, we strongly recommend that you clean the mattress cover at home by washing it or sending to the dry cleaners before the collection is arranged. Our returns email outlines all the steps and requests that you take pictures of the mattress before it is returned to us, as your proof of the quality and condition of the mattress and the cover, before our couriers collect it.
If there is damage sustained to the mattress in transit, these pictures will be requested by our customer service team as proof that the mattress left your property in good condition and failure to provide these may result in the fee for the cover replacement being taken from your refund.
Damage or stains to the mattress itself found at the point of inspection in our warehouse will result in a cleaning fee of £80 being reduced from your refund if the mattress is expected to be cleanable. In case the damage/stains to the mattress are so severe that it is not recoverable, we reserve the right to send the mattress back to you at our cost and refuse your Trial. As above, all returned mattresses are stripped and inspected so we recommend that you clean any stains before returning the product and notify our agents before delivery if any damage/stains are present before shipping. Pictures of the mattress before returning are helpful in case the mattress is damaged by our courier in transit, as they will speed up your refund and act as proof that the goods have left your property in good condition.
When processing the return via the returns form online, you will be required to submit images of the mattress and/or the cover, plus any other items that you are returning. This will help speed up the process of returns.
Once a mattress has been returned under the Trial, any subsequent mattresses purchased by you will not be covered under the Trial rights. Only one mattress per household can be returned under the Trial. We recommend you trial the first mattress before ordering more.
We only offer the Trial for orders in the Mainland UK.
It is not our responsibility to keep track of your Trial dates and will not be held responsible for any returns not being reported within the allocated time.
It is your reasonability to keep a check on your delivery due dates and collection dates and you must be available on these dates and times as agreed with our couriers either directly or via us.
Once our returns team contact you with the instructions on how to prepare the mattress to return and the next steps, our courier will contact you within 1-2 days to arrange collection. If you have missed the contact from the couriers or they have not contacted you for any reason, you need to contact our customer service team immediately. In this situation, we will contact the courier and book the collection for you manually.
It is your responsibility to contact us promptly if our courier does not get in touch, or if you miss the contact. You must arrange the collection within 30 days from the date you notify us of your intention to cancel and within a maximum of 30 days before your Trial run out. Failure to arrange the collection within this timeframe will invalidate your right to end the contract and to return the product under the Trial. If you are unhappy with the mattress, we recommend allowing at least a week before your Trial ends so that you have time to arrange the collection for a suitable day within the coming days, within the 30 nights from delivery.
We reserve the right to refuse the Trial without prior notice, in certain circumstances we see fit, including but not limited to:
Where there is evidence that the mattress is damaged or stained, or otherwise unsuitable for secondary use.
Where there is evidence or belief that you are associated with another mattress brand or manufacturer.
Where we believe there is any intent on your behalf to misuse the Trial.
Where there is any suspicion of misconduct, dishonesty or direct attempt at defrauding or otherwise cheating ric-sleep.
Where we have a reasonable belief that you are returning your mattress purely to abuse the discount codes/offers, or are looking to purchase the same model at a discounted rate via our store or an alternative selling platform (whether brand new or otherwise) or
If you are found to be swearing, shouting, or otherwise behaving in an abusive manner towards our customer service team.
This Clause does not affect your statutory rights.
The Trial does not apply to any accessories bought with or separately to the mattress.
Guarantee and indemnity
What our guarantee covers. We provide to you a guarantee of 10 years on all our new mattresses, against manufacturing defects. The guarantee starts on the day the product is delivered. The manufacturing defects covered are limited to:
Sagging, dipping or any other visible indentation of the foam and memory foam, of any more than one (1) inch, that is caused by standard use in standard conditions. The indentation needs to be visible to a naked eye or measurable during a specialist visit.
Cover damage, including damaged zip or faulty stitching resulting from improper manufacturing. This does not include general wear and tear caused over time (including loose threads etc.);
Mattress not recovering to full size from being compressed. There is an industry standard allowance for 3cm difference in size from the size advertised. Anything over this, after the mattress has had reasonable time to expand (up to a week) will be classed as defective. This needs to be communicated to us in writing, within 1 month of receipt of the product or
Damage to the mattress cover zip resulting from standard use of the cover.
What our guarantee does not cover.
Our guarantee does not cover:
Defects caused by normal wear and tear or any condition resulting from misuse or abuse of the product.
Defects caused by standard softening of the mattress foam resulting from regular use;
Defects caused by the mattress being left packaged and compressed in the box, for any more than 2 weeks from the date of delivery.
Defects caused by failure to place the mattress on a solid and stable surface, supporting all areas of the mattress evenly.
Defects caused by repetitive pressure being placed on one small area of the mattress causing a hole, rip or indentation.
Defects caused by mould, odour, mildew, discolouration caused by abnormal care such as liquid spillage, improper ventilation, or excessive humidity.
Defects caused by use of the mattress by a combined weight of the users of over 44 stone (284kg).
Defects caused by the lack of rotation of the mattress as recommended (You should rotate the mattress once a month for the first year.
Defects caused by standing on, or jumping on the mattress;
Comfort preference after the Trial period has come to an end, including preferences of firmness and/or heat retention levels;
Imperfections that do not prevent standard use of the products;
Mattresses that have been soiled, or otherwise unhygienic; or
Mattress covers that are damaged due to improper use such as rips, cuts, stains and bobbling.
You must be able to evidence the defect. If you are covered by our guarantee, we will replace your mattress, In order to qualify you must send us evidence that the mattress is defective, by way of images, videos or measurements. You will not qualify under our guarantee if you do not send us sufficient evidence of the defect. If you cannot sufficiently evidence the defect by these methods, you can instruct an independent furniture inspector to inspect the mattress. You will need to pay for this initially, but if the inspector finds that the mattress is defective, we will reimburse the costs of the inspection up to £150 plus VAT.
How we will replace your mattress. Once we are satisfied your mattress is defective, we will arrange a replacement within 30 days. We will collect the defective mattress on the delivery date. The replacement mattress might be one of our refurbished units which will be of equal or better quality than yours, having been checked and approved as ‘as new’. The replacement mattress will be the same size and specification as the one you originally ordered.
If we replace your mattress, the guarantee period is not extended. For example, a mattress received on the 1st of February 2010, is covered under warranty until 1st of February 2020. If the original mattress develops a defect in 2015 and is replaced, the warranty on the second mattress will still run out on the 1st of February 2020.
Assignment of this guarantee. This guarantee is available only to you, the original buyer of the mattress, and may not be assigned to any other person.
How to end the contract with us (including if you have changed your mind)
Tell us you want to end the contract. To end the contract with us, please let us know by:
Phone or email. Email customer services at hello@ric-sleep.co.uk Please provide your name, home address, details of the order, your phone number and email address. You can also visit our website for further contact details on us.
Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. How you must return your products to us depends on what you have ordered. Failure to follow these instructions may result in the return being rejected and the full retail price being deducted from your refund.
Have you brought a mattress we will advise you and possibly send you the correct packaging for you to place the mattress in, Once received please follow the instruction on how to package the mattress for return, we will inspect the mattress and process the refund within 7 working days once returned.
When we will pay the costs of return. We will pay the costs of return: if the products are faulty or misdescribed; or if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong; or In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
What we charge for collection. The collection of the returned mattress will be arranged with you directly by our courier on some instances we will arrange a collection with you and book the collection with our courier and inform you of your collection date. The courier will make an attempt at collecting the goods on the pre-specified time and date. If you are not available for the collection on the pre-specified date, you are required to contact our customer services team on the phone number of the website or hello@ric-sleep.co.uk or via online chat and re-arrange or cancel the collection at least 1 day before the collection taking place.
Failure to do this and a failed attempt of collection by the courier will cost you £80 and therefore any future collections will only be scheduled following a payment for the collection fee, by you, which can be arranged with our customer service team.
When we will be able to collect your products. We operate a post-code specific matrix for deliveries and collections and therefore we are only able to deliver/collect from certain postcodes on certain days. These options are visible at checkout when selecting a delivery method and can be advised by our customer service team. It is your responsibility to be home on the specified day of collection to return the products to us. If our delivery matrix does not suit your requirements, we can also collect the goods from a safe location or a neighbour.
Preparing your return for collection. The mattress must be securely packed using the packaging we send you and we will send instructions on this. You must ensure the mattress is ready for collection at your front door, if you live in a flat you must bring it downstairs to the first door on the first floor, ready for immediate collection.
The couriers may refuse to remove the items from your house/flat if they deem it unsafe to do so. Reasons could include; the way out not being spacious enough, the way out being obstructed or any other reason for the driver to deem it unsafe at the time.
How we will refund you. We will refund you the price you paid for the products by the method you used for payment. However, we may make deductions from the price, as described below.
Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind: We may reduce or refuse your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them. All products returned to us are inspected by our crew and photographs are taken upon receipt to assess any damage to the packaging or product.
The condition needs to be as new If the covers are found to be damaged or stained, a fee may be chargeable to replace them. damaged, we may reject the return and return the goods to you.
If an order has been dispatched before you inform us that you would like to cancel, we reserve the right to charge you the delivery fee of £40 which is usually covered for free when an order is placed. This will be reduced from your refund.
When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:
Your refund will be made within 30 days from the day on which we receive the product back from you.
Our rights to end the contract
We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
You do not make any payment to us when it is due and you still do not make payment within 30 days of us reminding you that payment is due;
You do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products;
You do not, within 30 days of your order, allow us to deliver the products to you
If there is a problem with the product
How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can write to us at hello@ric-sleep.co.uk
Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.
Summary of your key rights
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk
If your product is goods, for example a mattress or bed frame, 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:
a) Up to 30 days: if your goods are faulty, then you can get an immediate refund.
b) Up to 30 days: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
Price and payment
Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct.
We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
When you must pay and how you must pay.
You must pay for the products. We will charge your credit or debit card and then dispatch the products to you.
What to do if you think an invoice is wrong. If you think an invoice is wrong, please contact us promptly to let us know.
How we may use your personal information
How we may use your personal information. We will only use your personal information as set out in our Privacy Policy which is available on our website or can be made available on request.
Other important terms
We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation.
You need our consent to transfer your rights to someone else (except that you can always transfer our guarantee). You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.
We do not make any medical claims relating to our products. We are not responsible for our products not improving your medical condition. We have received testimonials from customers regarding improvements to back and joint pain amongst other conditions, however this is entirely anecdotal, and we do not make any representations as to the accuracy of this information. We cannot promise that our products will have positive results for you as each customer is different.
Unauthorised third parties. Our 30 Nights Trial and guarantee applies only to products bought directly from us or one of our authorised resellers. If you are unsure whether the seller is an authorised reseller, speak to a member of our team to confirm. Products purchased from unauthorised third parties, may be fake or grey goods and we always recommend identifying the seller you buy from as legitimate, before making the purchase.
Our rights when we suspect fraud. In circumstances of fraud or suspected fraud, we reserve the rights to hold back delivery of your product until a clear resolution has been reached. Additionally, under the same circumstances, we reserve the right to withdraw our standard returns rights, 30 Night Trial or any offers. If a case of fraud or suspected fraud has been opened, we may; withhold payment without delivery of the product, refuse a return, 30 Night Trial or any offers, ask for full payment for a product fraudulently received, or ask for evidence to aid the case. We may or may not choose to involve other legal parties where required, of which full costs will be billed to the party at fault.
