Refund policy
Returns & Cancellation Policy
Effective Date: 23 July 2026 · brightrsleep.com
This policy applies to all purchases made through brightrsleep.com and is governed by the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and other applicable UK consumer protection legislation. It supplements the Brightr® Sleep Terms & Conditions.
Email: care@brightrsleep.com
Website: www.brightrsleep.com
1. Your Statutory Right to Cancel (14 Days)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days without giving any reason.
1.1 Cancellation Period
The cancellation period expires 14 days after the day you, or someone you nominate, receive the goods.
If your order is delivered in multiple shipments, the cancellation period begins once the final item has been received.
1.2 How to Cancel
To exercise your right to cancel, simply notify us by email:
You only need to send your cancellation request before the 14-day period expires.
If your order has already been shipped, we may not be able to stop or cancel the delivery. In this case, you may return the goods to us after delivery in accordance with your statutory rights.
1.3 Refunds
Once you cancel, we will reimburse the amounts due to you in accordance with applicable law.
Refunds will be made using the same payment method used for your purchase unless otherwise agreed.
We may withhold reimbursement until we have received the goods back or you have supplied evidence that they have been returned.
Refunds are processed within 14 days of receiving the returned goods or acceptable proof of return.
1.4 Returning the Goods
You must send the goods back within 14 days of notifying us that you wish to cancel.
Unless the goods are faulty or not as described, you are responsible for the cost of returning them.
Our returns address will be provided once your return has been authorised.
1.5 Hygiene Products
For hygiene reasons, products such as pillowcases, protectors and other sealed accessories may lose the statutory right to cancel if the hygiene seal has been broken after delivery.
This restriction does not affect your statutory rights where products are faulty.
2. Brightr® Sleep Comfort Trial
In addition to your legal rights, we offer our own voluntary Comfort Trial.
This does not affect your statutory consumer rights.
2.1 Trial Periods
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Mattress Toppers: 100-night Comfort Trial
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Pillows: 30-night Comfort Trial
The Comfort Trial begins on the date the product is delivered.
To qualify for a return under the Comfort Trial, the return must be initiated before the applicable trial period expires, and the goods must be returned within the applicable 30-night or 100-night trial period.
Returns initiated or sent after the applicable Comfort Trial period has expired will not be eligible under the Comfort Trial.
We understand it can take time for your body to adapt to improved support, so we recommend trying your new product for 4–6 weeks before deciding whether it is right for you.
We offer one trial or exchange per household.
2.2 Conditions of the Comfort Trial
To qualify for a refund under the Comfort Trial:
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the return must be initiated before the applicable Comfort Trial period expires;
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the goods must be returned within the applicable 30-night or 100-night trial period;
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the product must be returned in clean condition;
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it must not show excessive wear, staining, odours or damage;
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toppers should be used with a mattress protector throughout the trial;
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pillows should be used with a pillowcase.
Customers are responsible for return shipping costs.
For mattress toppers, we can arrange a collection or return label for a small fee if required.
2.3 Comfort Trial Refunds
Refunds are processed within 14 days after the returned product has been received and inspected.
Refunds are issued using your original payment method.
Original delivery charges are non-refundable for voluntary Comfort Trial returns.
2.4 Deductions
Where appropriate, we may deduct reasonable amounts from your refund for:
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professional cleaning where the product has been returned soiled;
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replacement of damaged removable covers;
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damage or deterioration beyond what would reasonably be expected from trying the product.
2.5 Comfort Trial Exclusions
The Comfort Trial does not apply where:
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the return request is initiated after the applicable Comfort Trial has expired;
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the goods are returned after the applicable Comfort Trial period has expired;
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the product has excessive stains, damage or odours;
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the product has been used without appropriate protection;
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the product has been misused, modified or damaged through improper care;
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there is evidence of abuse of our trial policy or repeated returns intended to exploit promotional offers.
These exclusions do not affect your statutory rights.
2.6 Rejected Returns
If a return does not meet the above conditions, we will notify you within 8 working days.
You will then have 14 days to:
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arrange collection of the goods; or
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pay for them to be returned to you.
If no arrangements are made, we reserve the right to dispose of the goods after giving reasonable notice.
3. Promotional Offers & Bundles
Buy One Get One Free — Same Product
To receive a full refund, both products must be returned.
If one item is kept, the retained item will be charged at 100% of its normal selling price, with the remaining balance refunded.
Buy One Get One Free — Different Products
Both items must be returned for a full refund.
If one item is kept, the retained product will be charged at 100% of its normal selling price.
Multi-Buy Discounts
Where an order qualified for a promotional discount based on purchasing multiple products, and only part of the order is returned, the remaining items may be recalculated at their normal selling price.
Final Sale & Clearance Items
Products marked as Clearance are not eligible for our Comfort Guarantee.
This does not affect your statutory rights.
4. Faulty Products
Your statutory rights under the Consumer Rights Act 2015 are not affected.
If your product develops a fault, please contact us:
4.1 Your Rights
If a product is faulty, not as described or not of satisfactory quality, you may be entitled to:
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repair;
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replacement;
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price reduction; or
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refund,
depending on when the fault occurs and the circumstances.
Where a fault is confirmed, we will cover reasonable return shipping costs.
4.2 What Is Not Considered a Fault
The following are generally not manufacturing defects:
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personal preference regarding firmness or comfort;
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normal softening of foam over time;
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temporary new-product odour;
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slight colour variation within the foam;
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normal wear and tear;
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damage caused by misuse or improper care.
4.3 Examples of Manufacturing Defects
Examples include:
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damaged or torn foam upon opening;
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defective zips;
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products failing to expand correctly after the recommended recovery period;
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manufacturing faults affecting normal use.
4.4 Resolution Times
Once a manufacturing fault has been confirmed, we aim to provide an appropriate solution within 14 days.
5. Brightr® Warranty
In addition to your statutory rights:
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Mattress Toppers: 5-Year Limited Warranty
The warranty covers manufacturing defects only and does not cover normal wear, accidental damage, misuse or changes in comfort preference.
6. Order Cancellations
Orders may be cancelled free of charge before they have been dispatched.
Please contact us as soon as possible:
Once an order has been dispatched, we may no longer be able to stop the shipment.
You may instead return the goods after delivery in accordance with your statutory cancellation rights or, where applicable, our Comfort Trial.
If you request cancellation after dispatch and refuse delivery or the parcel is returned to us, any refund will be handled in accordance with your applicable statutory rights and the terms of this policy.
7. Contact Us
Brightr® Sleep Customer Care
Email: care@brightrsleep.com
Website: www.brightrsleep.com
We are always happy to help with any questions regarding returns, exchanges, warranties or your order.
