Refund policy

Refund & Returns Policy

At Asquith Mattresses, every mattress is made to order using premium materials and crafted specifically for you. Please read the following carefully before placing your order.

Made-to-Order Products

All mattresses sold by Asquith Mattresses are made to order.
For this reason, we do not accept returns or offer refunds for change of mind, incorrect size selection, comfort preference, or general dissatisfaction once production has begun.

By placing an order, you acknowledge that your mattress is manufactured specifically for you.

Order Cancellations

Orders may be cancelled within 24 hours of purchase at no cost.
After 24 hours, production may have started and the order cannot be cancelled or refunded.

If you need to request a cancellation, please contact us immediately at [your support email].

Faulty or Damaged Items

We take quality seriously. If your mattress arrives with a manufacturing fault or is damaged in transit, please notify us within 48 hours of delivery.

To process a claim, we will require:

Clear photographs of the issue
Your order number
A brief description of the fault

Once assessed:

We will offer a repair, replacement, or refund, where appropriate
This does not affect your statutory consumer rights

Natural Settlement & Body Impressions

Please note:

New mattresses may show natural settlement or body impressions during initial use
This is normal and not considered a fault
Regular rotating of your mattress is recommended to ensure even wear

Mattresses showing signs of improper use, lack of rotation, or normal settlement will not be deemed faulty.

Warranty

All Asquith Mattresses come with a 5-year structural warranty, covering manufacturing defects in materials or workmanship.

Warranty claims are assessed individually and do not cover:

Normal wear and tear
Comfort preference
Damage caused by misuse or improper support

Full warranty details are available on our Warranty page.

Delivery Inspection

We strongly advise customers to:

Inspect their mattress upon delivery
Report any visible damage before accepting the delivery

Once delivery is accepted, claims for transit damage may not be possible.