Returns & Refunds
1. Returns Process
a) We recommend that you keep the mattress for at least 28 days before contacting us to send it back. The mattress will mold to your body and if it is different from what you had before, it will take some time to get used to.
b) We do offer a 100 night trial as outlined in our Terms & Conditions page so if you do decide to send the mattress back to us, simply email returns ( at ) otty.com to begin the process. We will not begin the returns process without the written notice by email. We will not accept the return request via Online Chat or Phone.
c) We will arrange for a special protective cover to be sent to you to cover the mattress. Once you have received it and prepared the mattress for pick up, we will arrange a convenient date for our courier to come and collect it. Please note there is no time allocation and the collections can only be booked between 9AM and 5PM between Monday and Friday.
Someone needs to be available at the point of collection to hand over the mattress to our courier, or it can be left in a safe place at your responsibility.
d) Once the item arrives back in our warehouse, it will be checked by our staff, who will notify us of the receipt. They will inspect the mattress for any damage and make sure all parts of the order have been returned.
e) If you purchased using a deal or a discount code and decide to return the mattress, you will also be required to return any free items you have received as part of the deal, or purchase them at the retail price of the items at the time of return.
f) Any items received free with the mattress, cannot be returned once they have been opened, in exchange for a monetary discount or another item.
g) In case of the product developing a defect, it is under 10-year warranty and we will replace it for you upon confirmation of the defect.
h) Returns costs of OTTY pillows and/or pet beds will need to be paid for by the customer. We can offer the use of our couriers but the cost has to be paid by the customer, before they are booked in.
i) Once a mattress has been returned under the 100 night trial, any subsequent mattresses purchased will not be covered under the 100 night trial.
j) The 100 night trial only operates within the UK, Northern Ireland and ROI. Any returns from overseas will only be accepted if the return is arranged by the ccustomer.
k) The 100 night trial covers you for occasions when you're nearly running out of time, but have advised our team that you are looking to return. As the returns process can take around 7 days, if you have notified us that you're looking to return before the end of the 100 nights, but go over the 100 nights while waiting for collection, we will stil accept it. The exceptions to this however, include missing pre-booked collection dates more than once, keeping the returns pack for more than a week before advising of the return being ready for collection, or asking to book the collection for more than a week ahead. In all those listed scenarios and any similar, when the total time after the delivery of your mattress has already surpassed 100 nights, the trial will be withdrawn and we will not collect or refund your mattress.
It is the customer's responsibility to contact us within the timeframe allowed to report a return request.
n) 30 day trials on accessories and bed frames are treated with identical terms to the 100 night trial (above), but for the duration of 30 days.
The only exception is point 1k) where the bed frames and accessory purchases only allow additional 3 working days to arrange the collection.
o) Bed frames have to be dismantled and parts placed back in their original packaging, including all the nuts, bolts & tools, before our drivers can collect them.
2. Refund Process
3. Size Exchange Process
a) If you have ordered a mattress and a different size has arrived, we will be able to replace it for you based on certain factors.
b) If you have ordered the incorrect size and realised before the item is shipped, we will be able to simply change the order to the correct size and only charge/refund the difference in price. Please simply notify one of our customer service team and they will arrange that for you.
c) If you have already received the mattress, there will be an admin fee of £30 to collect and replace the mattress. The difference in price will be refunded or will need to be paid.
e) For any further information, please contact our customer services via the online chat, or call 0330 111 2222
f) The size exchange process will invalidate your 100 night trial.
4. Rejuvenated Mattress Returns
a) Rejuvenated mattresses come with a 30 day trial policy, which details of are as per the terms of our 100 night trial.
b) Rejuvenated mattresses are covered by a 2 year warranty.