Get 20% Off Your First Purchase with Zen
Enter your email below to receive:
A 20% off coupon for your first full-priced purchase
A FREE 24-step guide for better sleep
Regular discounts on all our products
Our Return Policy’s
We try to be very fair with our customers, and honest with our returns policy. No jargon, no mumbo-jumbo, just the honest clear facts below.
What if I don’t like my item when it arrives?
All items sold on our website go through a careful selection process so that you can have the confidence that you are buying a truly quality product. We are therefore sure you will like what you buy.
However, if for any reason you don’t then you can return it back to us for a refund, no questions asked. Simply inform us in writing (either email or helpdesk) within 7 days of receipt that you wish to return it, with a short explanation of why you want to return the item and we will help you from there. More details on refunds and returns are available and should be read in our terms and conditions section.
There should be no marks, stains, damages etc on the product. Where products are in protective hygiene materials these should not be removed – if they are, it is not possible to return the item. Please note, you are responsible for the cost of the return to us. If you open a memory foam mattress and wish to return it, please note that the return cost may be more than £100 due to the size of the item.
You MUST inform us of a return before returning the item. Simply sending the item back to the warehouse it was sent from may mean it is lost. You should include your name, order ID, email address and telephone number on the return, and keep proof of postage. All responsibility for returns are with you. We suggest you use a recorded/tracked delivery service with insurance.
What if the item is damaged when it arrives?
All our products are manufactured and packaged to strict specifications to avoid damage and so receiving a faulty product is rare.
You must inform us within 48 hours of receipt of the goods. Therefore it is your responsibility to open the item and tell us immediately. If you delay opening the item and inform us more than 48 hours after receipt we cannot treat the item as damaged on receipt.
If however you feel that your product is damaged on arrival, please contact our helpdesk immediately. We will ask you to send in photos of the damage. If there is any damage to the product, we will immediately organize a replacement. If faultiness is not evident, you can return the item to us for a product inspection. If the item was faulty, we will refund your return postage costs, and ship a replacement item to you. If the item is not faulty, then you can pay for it to be returned to you, or to be destroyed, and we cannot offer a replacement or refund.
Can I cancel my order if I change my mind?
If you change your mind at any time from ordering your product until it is dispatched we will happily cancel your order and provide a full refund. If you cancel your order after it has been dispatched then we will only refund the price of the item and not the delivery charge since we will be charged a return fee by our couriers. If you take receipt of the item and wish to return it, the returns policies apply.
How long will the refund take?
Once we have agreed the refund and informed you that it has been made, you should receive the money within 10 days of receipt of the returned product.
What are the guarantees?
Different products carry different guarantees. Please visit our guarantee page to read more.