Refund policy

Returns, refunds and the comfort exchange

We make our mattresses to order. Each one is built to your specification in Hampshire, England, then delivered to your door. The policy below explains how we handle returns, refunds and comfort issues, and where each one applies.

Your statutory right to cancel

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a legal right to cancel your order within 14 days of receiving your mattress without giving a reason, provided the mattress is unused and remains in its original sealed packaging.

To exercise this right:

1. Notify us in writing at hannah@aerisrest.com within 14 days of delivery
2. Return the mattress, unused and in its original sealed packaging, within 14 days of notification
3. We will refund the cost of the mattress (minus the cost of return collection) within 14 days of receiving the returned product

Important hygiene exception: once a mattress has been unsealed, the statutory right to cancel no longer applies under regulation 28(3)(a), which excludes sealed goods that are not suitable for return due to health protection or hygiene reasons once unsealed. This is standard across the UK mattress industry.

The comfort exchange

If, after sleeping on your Aeris mattress for at least 30 nights, you find that the firmness is not right for you, we offer a one-time comfort exchange. The exchange is subject to the following conditions:

• The mattress must have been used with a mattress protector throughout (a basic one is acceptable; ours is recommended)
• The mattress must be in clean, undamaged condition
• The exchange is for a different firmness within the same model, not a different model
• A handling and re-collection fee of £150 applies
• Only one comfort exchange per customer per order

This is a goodwill policy that goes beyond what the law requires and reflects the seriousness with which we treat the buying decision. We strongly recommend a pre-purchase consultation to avoid needing it.

Manufacturing defects

Every Aeris mattress is guaranteed for ten years against manufacturing defects. If a fault appears that is attributable to the construction of the mattress, such as broken springs, failed stitching, or latex degradation beyond normal wear, we will repair or replace the mattress at our cost. The warranty does not cover damage caused by misuse, accidental damage, or normal wear and tear.

How to start a return or exchange

Email hannah@aerisrest.com with your order number, the mattress model, and a brief description of the issue. We respond within two business days.