Returns & Warranty

Your rights at a glance

• Changed your mind? You can cancel within 14 days of delivery, as long as your mattress is unused, unstained and still sealed in its original packaging.
• Something wrong? If your mattress is faulty or not as described, your rights under the Consumer Rights Act 2015 always apply.
• Manufacturing fault later on? Every mattress has our 5-year warranty, on top of your statutory rights.

Nothing in this policy affects your statutory rights.

Your 14-day right to cancel

When you buy online or by phone, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel your order for any reason from the moment you place it until 14 days after the day your mattress is delivered.

To cancel, tell us clearly within that period — by email to support@carterandlewis.co.uk, by phone or WhatsApp on 0743 8105145, or in writing to our registered office. You can use the model cancellation form below, but you don’t have to. You then have a further 14 days from telling us to return the mattress or let us collect it.

Made to your specification. The right to cancel also doesn’t apply to goods made to your personal specification (regulation 28(1)(b)) — for example a mattress in a non-standard size or with a firmness or construction you’ve asked us to change. We’ll always tell you before you order if your mattress falls into this category.

Returning a cancelled order

You can either return the mattress to our workshop yourself, fully insured and in its original sealed packaging, or ask us to collect it.

• Collection by our team: £75 per mattress, deducted from your refund. This covers our two-person team collecting the mattress from your home.
• Returning it yourself: you pay the cost of return and remain responsible for the mattress until it reaches us.

If the mattress is returned unsealed, used, stained or damaged, we can’t accept it as a cancellation; in that case we’ll contact you and return it to you.

Your refund

We’ll refund the price you paid for the mattress and the cost of standard delivery within 14 days of receiving it back (or of you providing evidence that you’ve sent it back, if earlier), to your original payment method, less the collection charge if we collected it. If you chose express delivery, we’ll refund the cost of standard delivery but not the extra cost of express. If you cancel before your mattress has been dispatched, we’ll refund you in full, including any delivery and removal charges.

Faulty or not as described

Under the Consumer Rights Act 2015 your mattress must be of satisfactory quality, fit for purpose and as described. If it isn’t:

• within 30 days of delivery, you can reject it and get a full refund;
• within 6 months, we’ll repair or replace it. A fault that appears in this time is presumed to have been there at delivery unless we can show otherwise. If a repair or replacement isn’t possible or doesn’t fix the problem, you can ask for a refund or a price reduction;
• after 6 months, you may still be entitled to a repair, replacement or partial refund if you can show the fault was there at delivery. Claims can be made up to 6 years from delivery in England and Wales (5 years in Scotland).

We cover the cost of collecting and returning goods that are faulty or not as described.

Our 5-year warranty

Every Carter & Lewis mattress comes with a 5-year warranty against manufacturing faults, starting from the date of delivery. It is given by Utopia Beds Ltd (trading as Carter & Lewis), Unit 2 Holme Street, Liversedge, England, WF15 6JF, and covers mattresses delivered to and used at addresses in the UK mainland. The warranty is in addition to your statutory rights and does not affect them.

What the warranty covers

Faults in materials or workmanship that appear under normal domestic use, including:

• broken, loose or protruding springs, or failure of the spring unit;
• failed tufting, stitching, seams or handles;
• collapse of the mattress border or edge;
• body impressions or dips deeper than 3cm, measured with no weight on the mattress using a straight edge across the sleeping surface;
• defects in the cover fabric that aren’t caused by wear, damage or cleaning.

What it doesn’t cover

• changes in comfort preference, or the firmness or feel of the mattress where there is no fault;
• natural settlement of hand-laid fillings and body impressions of 3cm or less — these are normal in a natural-filled, hand-tufted mattress;
• normal wear and tear, including gradual softening of the comfort layers;
• stains, soiling, burns, liquid or pet damage — for hygiene reasons we can’t inspect or collect a soiled mattress;
• damage from misuse, such as standing, jumping, bending or folding the mattress, or from moving it;
• using an unsuitable base — slatted bases need slats no more than 7.5cm apart;
• not following the care instructions supplied with your mattress, including regular rotating (and turning, for double-sided mattresses);
• commercial or non-domestic use, or mattresses sold as ex-display or clearance where the fault was pointed out at the time of sale.

Conditions

• The warranty is for the original purchaser and isn’t transferable.
• Please keep your order confirmation as proof of purchase, and the law label attached to the mattress.
• Use a mattress protector from the first night.
• A repaired or replacement mattress is covered for the remainder of the original 5-year period.

How to make a warranty or faulty-goods claim

1. Email support@carterandlewis.co.uk or WhatsApp 0743 8105145 with your order number, a description of the problem and clear photos: the whole mattress, the law label, and a close-up of the fault (for dips, a photo of a straight edge across the mattress with a tape measure showing the depth).
2. We’ll reply within 5 working days. We may ask for more information or arrange for the mattress to be inspected at your home or at our workshop.
3. If we confirm a manufacturing fault, we’ll repair or replace your mattress, or refund you where a repair or replacement isn’t possible. Collection and redelivery are free of charge for accepted claims.
4. If an inspection finds no manufacturing fault, or that the problem is caused by something the warranty doesn’t cover, we’ll explain why. Where we collected the mattress for inspection, a £75 collection and inspection charge may apply; we’ll always tell you about this before we collect.

Cancelling or changing an order before dispatch

Because every mattress is made to order, please contact us as soon as possible if you need to change or cancel. Before your mattress has been dispatched you can cancel for a full refund under your 14-day right to cancel — unless your mattress is made to your personal specification and we’ve already started making it.

Model cancellation form

If you wish to cancel, you can copy and send this form to support@carterandlewis.co.uk or post it to us. You don’t have to use it.

Contact us

Our team is available Monday to Friday 9:00–13:00 and 14:30–17:30, and Saturday 9:00–13:00. Chat to us live on WhatsApp, Facebook Messenger or the chat on our website; messages sent outside these hours are answered on the next working day.

For free, impartial consumer advice, contact Citizens Advice on 0808 223 1133 or visit citizensadvice.org.uk.