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 cancel your order after dispatch but before delivery, a fee of £10 applies for pillows and mattress toppers, and £40 for mattresses, to cover shipping costs.

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 and Topper Trial

As a goodwill gesture, we offer a 100-Night Trial on our mattresses and mattress toppers. This is in addition to, and does not affect, your statutory rights.

The Trial gives you the opportunity to determine whether you are happy with the product. To return under the Trial, you must notify us in writing within 100 nights of delivery.

To qualify for a return under the Trial:

•      The product must be returned in a reasonable condition — free from damage, stains, rips, or visible marks.

•      You must return the item within 14 days of receiving your return authorisation or return label from us.

Return logistics under the 100-Night Trial:

•      Mattress toppers: a free return label is provided for drop-off at a local courier point. This free return applies after 60 nights of trial. If you initiate a return before 60 nights, return shipping is at your cost.

•      Mattresses: free collection is arranged by us and can be activated after 60 nights of trial. Mattress returns initiated before 60 nights are at your cost.

•      Collection of mattress toppers (rather than drop-off) is not included in the standard return policy but can be arranged at a fee upon request.

We reserve the right to make the following deductions from your refund:

•      £50 if cleaning is required due to staining on the mattress or mattress topper (where recovery is possible).

•      The cost of a replacement cover if the cover is found to be damaged or stained on inspection.

8.6  30-Night Pillow Trial

We offer a 30-Night Trial on our pillows. If you are not satisfied, you must notify us in writing within 30 nights of delivery. The pillow must be in reasonable condition to be accepted. Return shipping is at your cost. Collection is not included in the standard 30-Night Trial but can be arranged at a fee on request.

8.7  Return Timelines for Other Products

For products not covered by our extended trials:

•      Mattress protectors, pillowcases, pillow protectors, sleep tapes, and other bedding accessories: 14 days from delivery, unused and in original sealed packaging.

•      Refurbished mattress toppers and pillows: 14 days from delivery.

8.8  Returns in Correct Condition

It is your responsibility to ensure any product being returned is in a returnable condition. We may decline to accept any product that has been damaged prior to us taking possession of it.

8.9  Refunds

We will refund you within 14 days of receiving the returned product, or earlier if you provide evidence of return. Refunds will be made using the same payment method as the original purchase. No fees will be charged for the refund.

Where a bundle is partially returned, the refund will equal the total amount paid minus the full retail price of items not returned.

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  Refunds on Cancellation

If you cancel a contract and return a product in accordance with these Terms or your statutory rights, we will refund all payments received, excluding delivery costs.

9.2  Refund Timing

We will process your refund without undue delay, provided you supply all necessary information and do not frustrate the process. Refunds will be issued no later than:

•      14 days after we receive the product back from you; or

•      14 days after you provide evidence that you have returned the product; or

•      14 days after you notify us of your intention to cancel, if no products were supplied.

9.3  Method of Refund

We will refund you using the same payment method as your original transaction, unless expressly agreed otherwise. No fees will be charged for the refund itself, save those specified in clause 9.1.

9.4  Preparing Products for Return

You are responsible for ensuring products are appropriately packaged for return or collection in accordance with our instructions. Brightr® Sleep will not reimburse any costs incurred in repacking, or sourcing packing materials, if the original packaging has been disposed of.

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.

The guarantee period is not extended when a product is replaced — the replacement is covered for the remainder of the original guarantee period. Replacement products do not carry a new trial period.

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.