free delivery and returns
WHAT DELIVERY SERVICE DOES SNOOZEL GREEN OFFER?
# We use a two-man white glove courier service for all our mattress deliveries.
# Our Standard service is FREE, and has your order delivered to your hallway. *(£115 minimum spend)
# We also offer a premium delivery service that can be selected at checkout and includes delivery to room of choice up to the 2nd floor; unpacking; and packaging disposal (please contact us before ordering if you need to go higher than the 2nd floor without a suitable lift).
WHERE & when DO SNOOZEL GREEN DELIVER?
We deliver to all of the UK mainland.
Our courier has delivery routes to every UK mainland postcode at least once per week, and we aim to get your items delivered within 10 working days of your order being placed.
Terms and conditions
We are Snoozel Ltd (a company registered in England and Wales (company number 11630116), whose registered office is at Snoozel HQ, Redcliffe Road, Torquay, Devon, TQ1 4QG. Trading as "Snoozel green".
Please read these terms carefully. They apply to your use of our website, snoozelgreen.com (“Website”); any purchases you make via our Website; or any products you seek to return. These terms tell you who we are, how we will provide products to you, how you and we may change the contract, what to do if there is a problem and other important information. If you have any questions, please contact us by emailing firstname.lastname@example.org
1.1 For the purpose of these terms, the following words shall have the following definitions:
1.1.1 ‘we’, ‘us’ or ‘our’ refers to Snoozel Ltd;
1.1.2 ‘you’ or ‘your’ refers to the person using our Website to buy Products from us;
1.1.3 ‘Parties’ refers to both Snoozel Ltd and you;
1.1.4 ‘Product’ or ‘Products’ refers to any Snoozel green mattress or topper.
1.3 You may only buy Products from our Website for non-business reasons. If you want to buy our Products for your business, you should contact us, email@example.com, to discuss our business to business terms.
1.4 If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us when ordering.
1.5 Headings in these Terms are for illustrative purposes only and will not affect the interpretation of these Terms.
- Ordering Products from us
2.1 When placing an order on our Website, please read and check the details carefully before submitting it. You have the right to review and amend your details prior to concluding the contract. Although we may be able to amend your order details after your order has been made, we are under no obligation to do so.
2.2. When the checkout process has been completed and the order is placed, you will receive an email acknowledgement that your order has been received. This acknowledgement does not amount to our acceptance of your offer to buy.
2.3 We may contact you to say that we do not accept your offer. This will generally be for reasons which include, but are not limited to, the following.
(i) the Products are unavailable;
(ii) we cannot authorise your payment, for fraud/security reasons or otherwise;
(iii) you are not allowed to buy the Products from us;
(iv) we are not allowed to sell the Products to you;
(v) you have ordered too many Products;
(vi) there has been a mistake on the pricing or description of the Products (where permissible under applicable law)
2.3 We reserve the right to refuse to sell any Product to any person. In the unlikely event that we do this, we will notify you within a reasonable period and not charge you for the Product. We will not refuse to sell a Product to an individual without a good reason.
2.3 We require certain information from you so that we can supply Products to you, including without limitation, your address, email address and phone number. If you supply incomplete or incorrect information or do not supply the necessary information within a reasonable time of us asking for it, we may end the contract. We will not be responsible for supplying the Products late if this is caused by you giving us incomplete or incorrect information or failing to provide the necessary information within a reasonable time of us requesting it.
2.4 A legally binding contract will only exist between the Parties where we have received payment in full and you have received a delivery confirmation email. At this point, the contract is active and we will make arrangements to dispatch the Products to your stipulated delivery address, provided your order clears our fraud check process. We will also provide you with order and tracking numbers. It will help us if you can tell us your order number whenever you contact us about your order.
3.1 We accept payment via the electronic methods listed on the site, including, but not limited to debit card, Applepay and paypal. We do not accept cash payments.
3.2 We will take all reasonable steps to ensure all the information provided by you during payment is secure by using an encrypted secure payment mechanism. However, in the absence of negligence on our part, we will not be liable for any loss that you may incur in the unlikely event that a third party gains unauthorised access to any information you provide to us.
3.3 Where you have paid by credit or debit card, the card will be charged at the time your payment is approved by us. However, all payments by credit card or debit card must subsequently be authorised by the relevant card issuer. There will be no surcharge where you pay by credit or debit card.
3.4 If you have paid for Products which we cannot supply we will refund you as soon as possible and in any event within 5 days of receipt of payment.
3.5 If your payment is not received by us and you have already received the Products, you must pay for the Products within 14 days or return them to us as soon as possible. In such an instance, you must keep the Products in your possession, take reasonable care of them (following any instructions or manuals given with the Products) and not use them before returning them to us.
3.6 Failure to return Products which have not been paid for within 14 days, entitles us to collect the Products from you at your expense, including any loss of value the Products may have incurred while in your possession.
3.7 The price of the Products is listed and payable in pounds sterling (£)(GBP) for Products purchased in the UK.
3.8 The price includes VAT (and other applicable taxes) at the applicable rate. The price includes the cost of delivery.
3.9 It is always possible that, despite our best efforts, a Product may be incorrectly priced. If the Products correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums paid and require the return of the Products.
- Discount Codes and Promotions
4.1 Any discount code offered by us in relation to our products is offered on the basis of goodwill and we reserve the right to refuse to apply any discount code at our discretion.
4.2 Without prejudice to clause 4.1, a discount code will not be applied in circumstances which include, but are not limited to, the following.
4.2.1 where the discount is a set monetary value and there is not a mattress or topper in the purchase order;
4.2.2 Where a discount has already been applied to the purchase order (including in the case of a Product bundle). For the avoidance of doubt, we will not apply more than one discount per order (a Product bundle constituting one discount).
4.2.3 where the expiry date, as specified in the material accompanying the discount code, has passed; or
4.2.4 where the order has already been placed and payment has been received.
4.3 Discount codes are not transferable to any other person and are not redeemable for cash or credit.
5.1 Standard delivery of Snoozel green Products is free within mainland UK. For a rate on deliveries outside mainland UK contact us in advance
5.2 Claims should be made to the original point of sale of the mattress or topper ie replacements for defective mattresses or toppers purchased on our website should be claimed directly from us by emailing firstname.lastname@example.org and replacements for defective mattresses or toppers purchased through an authorised retailer should be claimed through that authorised retailer.
5.3 The estimated date for delivery of the Products will, unless otherwise specified, be within 10 working days of purchase and will be set out in the delivery email. Delivery shall be executed without undue delay.
5.4 The specific time window for delivery will be made known to you by the delivery company.
5.4 If you want us to deliver to a different address you should notify us by email or telephone. In such an event, we make no guarantee that we will be able to change the delivery address in time for the Product to be delivered to the changed address.
5.5 Changing your delivery address after the contract exists may cause your order to be delayed as we may, at our discretion, require extra fraud/security checks.
5.6 In the unlikely event that something outside of our control affects the estimated date of delivery, we will notify you of the revised estimated date for delivery of the Products as soon as possible. We will take all reasonable steps to minimise the impact of such delay and provided we do this, we will not be liable for delays caused by events which are outside our control. Nothing in this clause affects your legal rights to cancel the contract.
5.7 Delivery will be effective from the time that the products are delivered to the address provided by you in the ordering process. Responsibility for the Products passes upon completion of effective delivery.
5.8 Delivery will be made by a two persons third party courier service to your hallway as standard or to a room of your choice inside the address with the premium delivery service. We request that deliveries are taken by an adult. If you wish for a minor to take the delivery, please be aware that the delivery team may enter the property to carry out their duties. We accept no liability for the conduct of any third party courier employee when delivering Snoozel green Products.
5.9 The person[s] executing delivery will not ask the recipient of the delivery for any form of ID and will not make any other attempt to verify that the recipient is you or a person authorised by you to accept delivery of the Products. For this reason, we advise that you are present during the time of delivery to ensure that you receive the Product directly.
5.10 If nobody is available to take delivery, please contact us email@example.com. We will contact you to notify you of how to rearrange delivery of the Product. If, despite our reasonable efforts, we are unable to contact you to rearrange delivery we may elect to end the contract.
5.11 Unless otherwise mutually agreed, if we cannot deliver your Products within 30 days of the date you requested, we will notify you by email; cancel your order and give you a full refund.
5.12 We accept no liability for any consequential losses incurred in relation to you waiting for a delivery (including, but not limited to, time taken off work to wait for a delivery, whether or not the delivery occurs).
5.13 If you’re not able to make your selected delivery date, you must contact Snoozel green (firstname.lastname@example.org) or the courier directly (contact details in their email confirmation) as soon as possible to arrange another date. You must give the courier a minimum of 24 hours notice if you wish to change delivery date. Failure to do so and a wasted courier journey will incur a redelivery charge of £75.
- Changes to the Contract
6.1 If you wish to change the Product you have ordered, please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the Product, the timing of supply or any other necessary information which results from your requested change and ask you to confirm whether you wish to go ahead with the change.
6.2 We may make minor changes to the Product to reflect changes in relevant laws and regulatory requirements.
6.3 If we have to make significant changes to the Products or these Terms, we will notify you and 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 received.
- Right to cancel and return
7.1 As a statutory minimum you have the right to cancel any contract for sale with us and return any Products within 14 days of delivery of those Products without giving any reason.
7.2 Should you wish to return a pillow, duvet, fitted sheet, duvet cover, pillow case or mattress protector, the Product must remain ‘as delivered’ and, where possible, in its original packaging. In accordance with Section 28(3)(a) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, we consider that these products are not suitable for return where they have been used because of hygiene reasons and, as such, we reserve the right to refuse any returned pillow, duvet, duvet cover, pillow case or mattress protector which has been unsealed after delivery or exhibits any evidence of use within the first 14 days.
7.3 Alternatively, we may, in accordance with Section 34(9) of the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013, deduct any value lost as a result of your unreasonable handling of the pillow, duvet, duvet cover, pillow case or mattress protector. (i.e. any use beyond what is necessary to establish their nature, characteristics and functioning). In the event that we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, we will require you to pay an appropriate amount for the value lost.
7.4 To exercise your statutory right to cancel a contract with us, you must clearly notify us of your intention to cancel within 14 days of the date of delivery, or in the event you are cancelling the contract under our mattress and topper 101 night trial, within 101 days of delivery (per clause 8.3). In each you should notify us by email, phone or in writing; or by completing and returning the model cancellation form set out at the end of these terms. Such a notice should include: your name; address; order number; date of order; date that your product was received.
7.5 Following a notice of your intention to cancel, collection must be arranged and executed not later than 14 days from the date that you notified us of your intention to cancel. Failure to arrange collection may, save any exceptional circumstances (which must be communicated to us, and acceptance of same being subject to our discretion), invalidate your right to cancel the contract.
7.6 Any return of Snoozel green Products; whether pursuant to your statutory rights; our mattress and topper101 night trial (clause 8); may only be made in the territory in which the Products were delivered and to the original point of sale from which they were bought. For example, Products purchased on our website should be returned directly to us by first contacting email@example.com to arrange the return. Products purchased from an authorised retailer should be returned to that retailer, using their contact details located on their website. If there is any doubt as to who to contact for a return, please contact us prior to returning your product.
7.7 Delivery and collection of Products must occur to and from the same address, and save exceptional circumstances, which must be communicated to us, collections must be completed during the same visit as the delivery.
7.8 Where you return a product which is not in a returnable condition in line with clause 7.2, we will, upon your request, send that Product back to you, the expense for such return will be borne by you. If you fail to communicate with us to coordinate this within 30 days we may dispose of any such Product responsibly.
7.9 Ensuring that your product is in a returnable condition in line with clause 7.2 at the time it is lodged, whether by post or by having the Product picked up, is your responsibility. We may decline to accept any product which has been damaged in any circumstances (including, but not limited to, you leaving a mattress or topper outside your premises rather than awaiting pickup, allowing it to become water damaged).
8. 101 night trial
8.1 As a goodwill gesture, we agree to extend your right to cancel your order of a Snoozel green mattress or topper for any reason after a minimum period of 30 nights and up to 101 days. All we ask is for you to tell us the reason for your cancellation. Failure to provide a reason may delay the collection of your mattress, but ultimately will not void your right to return the mattress under the 101 night trial. Rejuvenated mattresses have a free trial period of 30 nights.
8.2 The period to cancel expires at 24:00 on the 101st day since the date the mattress was delivered.
8.3 This right must be exercised after a minimum period of 30 nights and within the 101 day period by the same method stipulated in clause 7.4.
8.4 A collection date must be arranged between the Parties in accordance with clause 7.5.
8.5 You may only make and cancel a mattress order once under the 101 night trial (per mattress line). Any subsequent mattress ordered of the same type will not have the 101 night trial period, except as set out in clause 8.6. For the avoidance of doubt a purchaser who buys two different types of mattress will have a 101 night trial in respect of the first mattress ordered in each mattress line.
8.6 Where a claim is made under the mattress guarantee or your statutory rights, in accordance with clause 11, and a replacement mattress is delivered to you, your 101 night trial will be paused and will continue upon receipt of the replacement. Claims under these rights will not limit your entitlement to 101 nights (in total) to trial the mattress (or any replacement).
8.7 The 101 night trial is offered on the basis of goodwill and, as such, we reserve the right to refuse to honour the 101 night trial without prior notice in circumstances we see fit, including, without limitation:
(a) where you are associated with a mattress manufacturer or brand;
(b) where there is evidence that the mattress is stained, ripped, torn or which suggests or otherwise indicates the mattress has sustained any other damage whether due to negligence, wilful damage, neglect or otherwise; or
(c) where Snoozel green suspects any dishonesty, misrepresentation or misconduct on your part.
Except that your statutory rights remain unaffected.
8.8 The 101 night trial applies to mattresses and toppers only and no other Snoozel green Products.
8.9 Nothing in this clause affects your legal rights to cancel the contract under clause 7.
8.10 The 101 Night Trial referred to in this clause 8 is only available for new mattress and topper purchases, either directly from us, or from a retailer who has been authorised by us to offer you the 101 Night Trial.
8.11 The 101-night trial may be offered in other circumstances at the sole discretion of Snoozel green.
- Effects of Cancellation
9.1 If you cancel your contract for sale of a Product in accordance with clauses 7 (under your statutory rights) or 8 (under the 101 night trial), subject to these terms, we will refund to you all payments received from you in relation to the contract, including the costs of delivery.
9.2 We will refund you without undue delay, and not later than:
9.2.1 14 days after the day we received back from you any Products supplied, or
9.2.2 If earlier, 14 days after the day you provide evidence that you have returned the Products, or
9.2.3 if there were no Products supplied, 14 days after the day on which you notified us of your intention to cancel the contract.
9.3 We will make the reimbursement using the same means of payment you used for the initial transaction, unless expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement save those specified in clause 9.1.
9.4 If you have received a mattress or topper, we will ask you to communicate an appropriate date for collection, which must be no later than 14 days from the day on which you communicate your cancellation. If the date you proposed is agreed by us, we will collect the Products on the date stipulated without undue delay. Failure to communicate with us to arrange collection within the period allowed will void your rights to a return under the 101 night trial.
9.5 For the purposes of mattress or topper collection, you are responsible for ensuring that the conditions and arrangement of your property are such that your mattress or topper can be collected safely and without damage to your property (or any fixtures or items contained therein). In the event that a collection is reasonably deemed to carry more than a trivial risk of damage to your property (or any fixtures or items contained therein) by the collection agent, then you may be required to sign a disclaimer absolving the collection agent of liability in respect of the collection and any damage which results therefrom. Refusal to sign such disclaimer will result in the collection not being executed. Neither Snoozel green nor the collection agent will have any liability in respect of the foregoing circumstance.
9.6 If you have received a pillow, mattress protector, fitted sheet or duvet it can be packaged and sent back to us in accordance with our normal returns process.
9.7 You are responsible for packaging and passing the Products to our third-party collection company (bed bases must be disassembled). We ask that you retain the original packaging for the purposes of returning a Product. If this is not possible, please package the Product in suitable alternative packaging.
- Nature of the Products
10.1 Consumer Rights law requires that, as a statutory minimum, Products supplied to you must:
(i) be of satisfactory quality;
(ii) be fit for purpose;
(iii) match the description, sample or model.
10.2 We undertake to ensure that all Products we provide meet, if not exceed, your basic consumer rights.
10.3 Any Products supplied to you at discount prices; as remnants or as substandard will be identified and sold as such. Please check that they are of a satisfactory quality for their intended use.
10.4 Mattress and topper sizes may vary slightly from their stated dimensions by up to 2cm, in line with standard manufacturing tolerances.
10.5 Our Products may vary slightly from their pictures. The images of the Products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the Products.
10.6 The packaging of the Product may vary slightly from that shown in images on our website.
- Faulty Products
11.1 Should your product exhibit defects during its expected lifespan, you are entitled to:
(i) a full refund within 30 days of purchasing the Product;
(ii) a replacement or repair within 6 months of purchasing the Product. If this is not possible, then you will be entitled to a full refund; or
(iii) if the Products do not last a reasonable length of time, you may be entitled to some money back within 6 years.
11.2 Nothing in this contract affects your statutory rights. You may also have other rights in law.
11.3 For more detailed information on these rights and what you should expect from us, please visit our FAQ’s web page; contact us using the contact details at the bottom of this page or, if you are a UK customer, visit the Citizens Advice website www.citizensadvice.uk or call 03454 04 05 06
- End of the contract
12.1 Termination of this contract will not affect our right to receive any money which you owe to us under this contract.
12.2 Save specific exceptions, we are not legally responsible for any losses that:
12.2.1 were not foreseeable to the Parties when the contract was formed;
12.2.2 were not caused by any breach on our part;
12.2.3 are business losses; or
12.2.4 are losses to non-consumers.
12.3 For the avoidance of doubt, nothing in clause 12.2 limits our liability for death or personal injury caused by our negligence or the negligence of our employees; for fraud or fraudulent misrepresentation; for breach of your legal rights or in any other circumstances where it would be unlawful to do so.
13.1 We will try to resolve any disputes with you quickly and efficiently.
13.2 If you are unhappy with any Products supplied; your customer experience or any other matter please contact us as soon as possible by email at firstname.lastname@example.org
13.3 If we are unable to resolve a dispute with you using our internal complaint handling procedure, we will notify you as such, and give you certain information required by law about our alternative dispute resolution (ADR) provider. You may also use the online dispute resolution (ODR) platform to resolve the dispute with us, accessible here: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage
13.4 These Terms are governed by the laws of England and Wales. For residents in this jurisdiction, any dispute in relation to this contract will be heard by the courts of England and Wales.
13.5 Where you are resident in a non-UK jurisdiction, you will also benefit from the mandatory consumer protection laws afforded to you in that jurisdiction.
13.6 If a court finds part of this contract illegal the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful the remaining paragraphs will remain in full force and effect.
- Third party rights
14.1 No one other than a party to this contract has any right to enforce any term of this contract in accordance with the Contracts (Rights of Third Parties) Act 1999.
- Intellectual Property
15.1 Snoozel green and the Snoozel green logo are registered trademarks of Snoozel Ltd in certain jurisdictions. Our Website may also include trademarks owned by third parties – all those trademarks are the property of their respective owners.
15.2 Copyright subsists in all Snoozel green’s webpages including the images and texts featured therein.
- Data Protection
If you don't understand any of this contract and/or want to talk to us about it, or want to discuss business to business terms, please contact us by: e-mail at email@example.com