Brightr^® Sleep

Terms & Conditions

 

 

We are Brighter Sleep Ltd (UK company registration number SC655283), trading as "Brightr® Sleep". Our registered address is 8 Kildrostan St, Glasgow, G41 4LU, United Kingdom. Our VAT number is 376768534.

1.1  How to Contact Us

You can reach our customer service team through the following channels:

•      Email: care@brightrsleep.com

 

We aim to respond to every enquiry within 24–48 business hours and will do our best to resolve any issues or queries you have.

1.2  How We May Contact You

If we need to contact you, we will do so by telephone or by writing to the email address you provided when placing your order. References to "writing" or "written" in these Terms include emails.

These Terms set out the basis on which we supply products to you. They tell you who we are, how we provide products, how you and we may change or end the contract, what to do if there is a problem, and other important information.

If you think there is a mistake in these Terms, please contact us to discuss. By placing an order on our website you agree to be bound by these Terms.

3.1  Acceptance of Your Order

Our acceptance of your order takes place when we send you a confirmation email, at which point a binding contract comes into existence between you and us.

3.2  When We Cannot Accept Your Order

If we are unable to accept your order we will inform you in writing and will not charge you. This may be because:

•      the product is out of stock;

•      we have identified an error in the price or description of the product;

•      we are unable to meet a delivery deadline you have specified;

•      we cannot authorise your payment; or

•      we are unable to deliver to your location.

3.3  Your Order Number

We will assign an order number to your order on confirmation. Please quote this number whenever you contact us about your order.

4.1  Product Descriptions and Images

All images on our website are for illustrative purposes only. Although we make every effort to display colours accurately, we cannot guarantee that your device accurately reflects the colour of the product. Your product may vary slightly from those images.

Because we work with several high-quality manufacturers, our mattress toppers and pillows may:

•      utilise different foam components;

•      contain slightly different coloured foam or a different cover to the one advertised; or

•      have a different cover design.

We will always advertise all features of our products on the website. You will never receive a product that lacks a feature that was advertised.

4.2  Firmness Ratings

Our firmness ratings have been internally tested against industry standards. Firmness perception is subjective and individual, and we cannot guarantee our ratings will match your personal experience.

If you wish to change a product you have ordered, please contact us as soon as possible. We will let you know whether the change is possible, and if it is, we will confirm any impact on price, timing of supply, or other consequences before asking you to confirm you wish to proceed.

6.1  Minor Changes

We may make minor changes to a product to reflect changes in relevant laws and regulatory requirements, or to implement minor technical adjustments and improvements. Minor changes will not materially affect your use of the product.

6.2  More Significant Changes

If we make more significant changes to a product or these Terms, we will notify you. You may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not yet received.

6.3  Our Right to Cancel

We reserve the right to cancel any contract at any time and offer you a full refund.

7.1  Delivery Costs

Delivery costs are as displayed on our website at checkout.

7.2  Delivery Timings

The estimated delivery timing will be displayed on our website at the time of your order. This is an estimate only, and we will fulfil your order as soon as reasonably possible.

Next-day delivery refers to the next business day in UK mainland only, and excludes weekends and bank holidays. Our warehouse operates Monday to Friday. Orders placed on Saturday will be dispatched on Monday.

7.3  Delays Outside Our Control

If delivery is delayed by an event outside our control, we will contact you as soon as possible and take steps to minimise the impact. Provided we do this, we will not be liable for such delays. If there is a risk of substantial delay, you may contact us to end the contract and receive a refund for products paid for but not yet received.

7.4  Delivery Address

All deliveries will be made to the shipping address provided on your order. We will not be responsible for any loss arising from incorrect shipping information provided by you.

If you need to change the delivery address, please contact us by email before 12:00 on the day prior to your scheduled delivery date. Changes after this point may not be possible. All address changes must be made in writing by email. Our courier will photograph the goods upon delivery.

7.5 Cancellation After Dispatch

If you wish to cancel your order after it has already been dispatched, we will always do our best to help.

As the order has already entered the courier network, we reserve the right to deduct the original outbound shipping cost from your refund to cover the delivery service already provided.

The following charges may apply:

• Pillows and mattress toppers: £9.90
• Mattresses: £40

7.6  Split Deliveries

We aim to deliver your entire order in one delivery. However, some items may be sent separately. If you order a mattress or mattress topper together with pillows and accessories, the mattress or topper will typically arrive on the specified date while pillows and accessories may follow separately.

7.7  Safe Place and Neighbour Deliveries

We can only leave parcels with a neighbour or in a safe place if you provide written permission to the courier directly. We will not be responsible for items left in a safe place or with a neighbour that are damaged or go missing.

7.8  Failed Re-Delivery

If, after a failed delivery attempt, you do not rearrange delivery, we will contact you for further instructions and may charge storage costs. If we are unable to contact you or agree a new delivery date despite reasonable efforts, we may end the contract.

7.9  Missing or Incorrect Items

If any item is missing or incorrect, please contact us by email within 24 hours of delivery. Do not open any incorrectly delivered items without our prior written consent.

7.10  Damaged Goods

If your goods arrive damaged, please inform the courier driver and our customer services team as soon as possible. Cosmetic damage that does not affect normal use will be logged. Damage caused after delivery is not covered by our guarantee.

7.11  Delayed Goods

If your scheduled delivery date has passed, your goods may have encountered a delay in transit or at the warehouse. Please allow 3 additional working days from the dispatch date before contacting us to report goods as lost.

7.12  Unavailable Products After Purchase

If a product becomes unavailable after your order, we will offer a replacement of equal or greater value, or an alternative product. Any price difference will be refunded or charged accordingly.

7.13  Risk and Ownership

Risk passes to you from the time we deliver the goods to your address, or from the time you or a carrier you have organised collects them from us. You own the goods once we have received payment in full.

7.14  Northern Ireland and Republic of Ireland

Once an item has been delivered to Northern Ireland or the Republic of Ireland and rest of EU, we are unable to offer exchanges.

7.15  Required Contact Information

To ensure smooth delivery, we require your email address and a valid UK phone number. If you do not provide this information within a reasonable time of us requesting it, we may end the contract or charge a reasonable additional fee.

8.1  Your Statutory Right to Cancel

When you purchase products from us online, you have the right to cancel your contract and return products within 14 days of delivery without giving a reason, provided you are purchasing as a consumer for domestic and private use. This right must be read in conjunction with clause 8.2 below.

8.2  Hygiene Products

To return a mattress topper, pillow, pillowcase, mattress protector, or other accessories, the product must remain as delivered and, where possible, sealed in its original packaging.

In accordance with Section 28(3)(a) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, we may refuse the return of any such product that has been unsealed after delivery or which shows any evidence of use, on hygiene grounds.

8.3  Deductions for Unreasonable Handling

In accordance with Section 34(9) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, we may deduct from your refund any loss in value of goods resulting from unreasonable handling. This applies to products not subject to our 30-Night Pillow Trial or 100-Night Mattress Topper and Mattress Trial.

8.4  How to Cancel

To exercise your right to cancel, notify us clearly in writing within 14 days of delivery. Your notice must include: your name, address, order number, date of order, and date you received the product.

You can contact us by email at care@brightrsleep.com or by completing return form on our website.

8.5 100-Night Mattress & Mattress Topper Comfort Trial

As part of our commitment to helping you find the right sleep solution, Brightr® Sleep offers a 100-Night Comfort Trial on selected mattresses and mattress toppers. This is provided in addition to your statutory consumer rights.

We recommend trying your mattress or topper for at least 60 nights, as it can take several weeks for both your body and the product to fully adjust.

If you decide the product isn't right for you, simply contact us within 100 nights of delivery to begin the return process.

To qualify for a refund under the Comfort Trial:

• The product should be returned in reasonable condition, free from significant stains, damage or contamination.
• The return must be initiated within 100 nights of delivery.
• Once your return has been approved, the product must be returned within 14 days.

Returning your mattress or topper

To make the process as convenient as possible, you may:

• Arrange your own return shipping; or
• Ask Brightr® Sleep to arrange collection on your behalf for a small collection fee.

If we do not receive the returned product within 14 days after approving your return, we will assume you no longer wish to proceed and your return request will automatically close.

Where cleaning, replacement covers or repair is required due to excessive soiling or damage beyond normal trial use, we reserve the right to make a reasonable deduction from your refund.

The Comfort Trial is limited to one per household.

8.6 30-Night Pillow Comfort Trial

We also offer a 30-Night Comfort Trial on Brightr® pillows.

If your pillow isn't quite right, simply let us know within 30 nights of delivery.

To be eligible for a refund:

• The pillow should be returned in reasonable condition.
• We recommend using a pillow protector throughout your trial period.
• Returns should be sent back within 14 days of approval.

Customers are welcome to arrange their own return shipping.

8.7 Accessories

Products not covered by our Comfort Trials, including pillowcases, mattress protectors, pillow protectors, sleep tapes and other bedding accessories, may be returned within 14 days provided they are:

• Unused;
• Unopened;
• In their original sealed packaging.

Refurbished products may also be returned within 14 days provided they remain unused and in their original packaging.

8.8 Exchanges

If you'd prefer a different product, we're happy to help.

• Exchanges are available within 30 days of delivery.
• Only one exchange is permitted per order and household.
• If the replacement product costs more, you'll simply pay the difference.
• If it costs less, we'll refund the difference to your original payment method or issue store credit.

Please note that replacement products supplied as part of an exchange are not covered by the original Comfort Trial or Money-Back Guarantee. Unless the exchanged product is faulty, it cannot later be returned for a comfort refund.

8.9 Refunds

Once your returned item has been received and inspected, we'll process your refund to your original payment method.

Refunds are issued within 14 days of receiving your returned product. Depending on your payment provider, it may take a few additional working days for the funds to appear in your account.

Where part of a bundle or promotional offer is returned, any refund will be adjusted to reflect the standard selling price of the items retained.

8.10  Trial Exclusions

We reserve the right to refuse the Trial where:

•      there is evidence the product is damaged, stained, or unsuitable for secondary use;

•      we believe you are associated with a competing sleep brand or manufacturer;

•      we suspect misuse of the Trial, including returning in order to repurchase at a discounted price; or

•      there is evidence of misconduct, dishonesty, or attempted fraud.

These exclusions do not affect your statutory rights.

9.1 Returning Products

Products should be returned securely packaged in accordance with the return instructions provided by Brightr® Sleep.

Where original packaging has been disposed of, customers are responsible for ensuring the product is adequately protected during transit.

9.2 Return Shipping

For Comfort Trial returns, customers may arrange their own return shipping.

If preferred, Brightr® Sleep can arrange return shipping or collection for a small fee, which will be confirmed before the return is booked.

If an item has arrived damaged, faulty or incorrectly supplied, we'll work with you to arrange an appropriate resolution.

9.3 Return Timeframe

Once a return has been authorised, the item should be returned within 14 days.

If the item is not returned within this period, the return authorisation may expire and the return request may be cancelled.

9.4 Marketplace Orders

Products purchased through Amazon, Wayfair, Debenhams or any other third-party retailer remain subject to that retailer's return policy.

9.5  Time Limit for Return

You must return items within 14 days of receiving your return authorisation or return label. If items are not returned within this period, your return will be cancelled and cannot be reactivated. This does not affect your statutory rights.

9.6  Products Purchased Outside Our Website

If you purchased our products via a third-party marketplace, that marketplace's return policy will apply. We will only process refunds for items returned within the designated period and in sealed, unused condition, for hygiene reasons.

10.1  General

We may from time to time offer discounts via promotional codes, voucher codes, or similar offers. All offers are made on the basis of our goodwill and we reserve the right to refuse or withdraw any promotion at our discretion.

10.2  When Discounts Will Not Be Applied

A discount or promotion will not be applied where:

•      the discount is contingent on a particular product being ordered and that product is not included in the order;

•      a price saving has already been applied to the order — Brightr® Sleep will not apply more than one saving per order; or

•      the order has been placed and payment received without the discount code being entered at checkout.

10.3  Non-Transferable

Discount codes and promotional offers are personal to the original recipient. They are not transferable and cannot be redeemed for cash or credit.

11.1  Price

The price of each product (including VAT) is the price displayed on the order page when you placed your order. We take all reasonable care to ensure prices are correct.

11.2  VAT

If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate accordingly, unless you have already paid in full before the change takes effect.

11.3  Pricing Errors

If we discover an error in the price of a product, we will contact you before accepting your order. If an order has already been processed and the mispricing was obvious and could reasonably have been recognised by you as such, we may end the contract, refund any sums paid, and require return of any goods supplied.

12.1  Consumer Rights

By law, all products we supply must:

•      be of satisfactory quality;

•      be fit for purpose; and

•      match their description.

We are committed to meeting or exceeding these standards across our entire range.

12.2  Faulty Products

If your product develops a defect during its expected lifespan, your rights are as follows:

•      Within 30 days of delivery: you are entitled to a full refund.

•      Within 6 months of delivery: you are entitled to a repair or replacement, or a full refund if repair or replacement is not possible.

•      After 6 months: you may still be entitled to a repair, replacement, or partial refund, subject to assessment.

Your rights under this clause will cease 6 years from the date of delivery.

12.3  Returning Faulty Products

If you wish to reject a product due to a defect, please contact us at care@brightrsleep.com. We will provide a free return label for item drop-off once the fault has been identified and verified.

Please note the following are not considered defects:

•      Firmness not matching personal preference — firmness is subjective and is not a manufacturing fault.

•      Minor cosmetic imperfections that do not affect normal use like loose threads, that does not affect structural product performance.

•      New product odour resulting from vacuum-packing or product compliance with applicable regulations.

•      Foam discolouration — this is normal by industry standard and results from natural exposure to heat and light.

13.1  What the Guarantee Covers

Subject to the conditions and exclusions below, Brightr® Sleep provides the following guarantees against manufacturing defects from the date of delivery:

•      Mattresses (new): 10 years

•      Mattress toppers (new): 5 years

•      Pillows (new): 1 year

•      Mattress protectors, bedding, and other accessories: 1 year

•      Free gifts and products provided with a purchase: 1 year

13.2  Manufacturing Defects Covered

The following manufacturing defects are covered under this guarantee:

•      Visible sagging, dipping, or indentation caused by standard use — measurable tolerances apply depending on the age of the mattress or topper. The indentation needs to be visible to a naked eye or measurable during a specialist visit and over the tolerance outlined below, based on the delivery date of the mattress:

Delivered within the first 12 months - 25mm
- Delivered between 12-24 months ago - 35mm
- Delivered between 24-36 months ago - 40mm
- Delivered between 36-60 months ago - 45mm
- Delivered over 60 months ago - 50mm

Mattress toppers:

- Delivered within the first 12 months - 15mm
- Delivered between 12-24 months ago - 25mm
- Delivered between 24-36 months ago - 30mm

•      Cover damage including a broken zip or faulty stitching resulting from manufacturing defect.

•      Mattress or mattress topper failing to recover to full size after being compressed — an industry tolerance of 3cm applies, and this must be reported within 1 month of delivery.

13.3  What the Guarantee Does Not Cover

The guarantee does not cover:

•      Normal wear and tear, or damage resulting from misuse or abuse.

•      Standard foam softening from regular use.

•      Defects arising from the mattress remaining packaged and compressed for more than 8 weeks from delivery.

•      Defects resulting from use on an unsuitable base — slats must be evenly spaced no more than 3 inches apart.

•      Damage caused by repetitive pressure on a small area.

•      Mould, odour, or discolouration caused by spillage, poor ventilation, or excessive humidity.

•      Damage from use or storage next to a heat source — keep at least 2 feet away from any heat source.

•      Damage resulting from combined user weight exceeding  300kg.

•      Defects from failure to rotate the mattress or topper — rotate monthly for the first year, then every 3 months.

•      Damage caused by standing or jumping on the product.

•      Comfort preferences after the trial period has ended.

•      Imperfections that do not prevent normal use.

•      Products that have been soiled or are otherwise unhygienic.

•      Cover damage from improper use such as rips, cuts, stains, or bobbling.

13.4  Claiming Under the Guarantee

To make a guarantee claim, you must:

•      Provide evidence of the defect by way of images, videos, or measurements.

•      Submit all requested evidence within 14 calendar days of our initial request — failure to do so will result in the claim being closed.

•      Provide proof of purchase.

If you cannot evidence a defect by these methods, you may instruct an independent furniture inspector. You will bear the initial cost, but if the defect is confirmed, we will reimburse inspection costs up to £50 plus VAT.

13.5  Accepting a Guarantee Offer

Once we make an offer for a replacement or refund under the guarantee, you must accept it within 30 days. After this time, the offer and your claim will be invalidated, as continued use of a defective product may cause further deterioration.

13.6  Replacement Under Guarantee

Where we are satisfied your product is defective, we will arrange a replacement within 14 days. You will need to return the defective item using a return label we provide.

Replacement products supplied under warranty or as part of an exchange do not receive a new Comfort Trial. The original trial period does not restart.

13.7  Fair-Use Refunds

In some cases, instead of a replacement, we may offer a partial refund calculated on a fair-use basis, proportionate to the remaining guarantee period.

13.8  Products Bought Via Marketplaces

Products sold through third-party marketplaces (such as Amazon, Wayfair, Brand Alley, or Debenhams) carry a 1-year guarantee only, regardless of the standard guarantee period for that product.

13.9  Non-Transferable

The guarantee applies to the original purchaser only and may not be transferred to any other person.

14.1  Ending Due to Something We Have Done

You may end the contract with immediate effect and receive a full refund if:

•      we have notified you of an upcoming change to the product or these Terms that you do not agree to;

•      we have notified you of an error in the price or description of the product and you do not wish to proceed;

•      there is a significant risk of delivery delay due to events outside our control; or

•      we have delivered your product late in circumstances that constitute a material breach.

14.2  Ending Because You Have Changed Your Mind

For most products bought online, you have a legal right to change your mind within 14 days of delivery and receive a refund under the Consumer Contracts Regulations 2013. Please see clauses 8.1 to 8.10 for full details.

14.3  How to End the Contract

To end the contract, please email us at care@brightrsleep.com with your name, address, order number, phone number, and email address. After ending the contract, you must return any products to us in accordance with clause 9 above.

14.4  Our Right to End the Contract

We may end the contract by writing to you if:

•      you fail to make a payment when due and do not pay within 14 days of a reminder;

•      you do not provide information we need to supply the products within a reasonable time; or

•      you do not allow us to deliver the products within 14 days of your order.

In these circumstances, we will refund advance payments for products not yet provided, but may deduct or charge reasonable compensation for costs incurred as a result of your breach.

14.5  Abusive Behaviour

We do not accept abusive behaviour towards our staff. If you are repeatedly abusive towards our team, we reserve the right to end the contract and decline future orders. This does not affect your statutory consumer rights.

15.1  Loss We Are Responsible For

If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or failure to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable.

15.2  Liability We Cannot Exclude

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, defective products under the Consumer Protection Act 1987, or breach of your statutory rights as a consumer.

15.3  Business Losses

Our products are supplied for domestic and private use only. If you use our products for commercial, business, or resale purposes, we will not be liable for any loss of profit, loss of business, business interruption, or loss of business opportunity.

15.4  No Medical Claims

We do not make medical claims in relation to our products. While we have received customer feedback regarding back and joint pain, we do not represent that our products will produce any specific medical result. Individual results will vary.

We will try to resolve any disputes quickly and efficiently. If you are unhappy with a product or service, please contact us first at care@brightrsleep.com.

If you are a customer in the EU, you may be entitled to seek out-of-court dispute resolution through the EU Online Dispute Resolution platform at http://ec.europa.eu/consumers/odr/.

These Terms are governed by the laws of Scotland and England. Legal proceedings may be brought in the courts of Scotland or England and Wales. If you live in Northern Ireland, you may also bring proceedings in the Northern Irish courts.

If any provision of these Terms is found to be unlawful by a court or relevant authority, the remaining provisions will continue in full force and effect.

We will only use your personal information in accordance with our Privacy Policy, available at brightrsleep.com/pages/privacy-policy.

No person other than a party to this contract has any right to enforce any term of this contract under the Contracts (Rights of Third Parties) Act 1999.

We may transfer our rights and obligations under these Terms to another organisation and will notify you in writing if this occurs.

You may only transfer your rights under these Terms to another person with our prior written consent.

If we delay in enforcing this contract, we can still enforce it at a later date. Delay does not constitute a waiver of our rights.

Correspondence between you and Brightr® Sleep — including emails, chat transcripts, or telephone recordings — may not be copied, shared publicly, or published in any form without our prior written approval.