Return & Refund Policy

Returns & Refunds

At Somno Snug, every bed and mattress is carefully made to order and handcrafted to your specifications. Because our products are bespoke and personalised, we ask customers to read this policy carefully before placing an order.

Bespoke & Made-to-Order Products

All beds, mattresses, and customised items sold by Somno Snug are made specifically for you based on your chosen sizes, fabrics, colours, configurations, or custom requirements.

Under the Consumer Contracts Regulations 2013, bespoke or personalised products are exempt from the standard 14-day cancellation and return rights.

For this reason:

  • We do not accept returns or offer refunds for:
    • Custom-made beds
    • Bespoke mattresses
    • Personalised or made-to-order items
    • Products made to your requested dimensions, fabric, or specifications

Please ensure all measurements, selections, and order details are correct before confirming your purchase.

Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please notify us within 48 hours of delivery by emailing our customer service team with:

  • Your order number
  • A description of the issue
  • Clear photographs showing the problem

Once reviewed, we will arrange one of the following where appropriate:

  • A repair
  • A replacement
  • A partial refund
  • A full refund

This will be handled in accordance with your rights under the Consumer Rights Act 2015.

Mattress Hygiene & Safety

For hygiene and safety reasons, mattresses cannot be returned once:

  • Packaging has been opened
  • Protective seals have been removed
  • The mattress has been used

This does not affect your statutory rights if the item is faulty.

Order Cancellations

Orders may only be cancelled within 24 hours of purchase, provided production has not already begun.

After production starts, cancellation requests may not be possible due to the bespoke nature of the products.

If a cancellation is approved, any non-recoverable material or production costs may be deducted from the refund.

Delivery Issues

Please inspect your items upon delivery.

If you believe there is damage caused during transit, this must be reported within 48 hours of delivery. Failure to report issues within this timeframe may affect our ability to resolve the claim with the courier.

Refund Processing

Where refunds are approved:

  • Refunds will be issued to the original payment method
  • Processing may take 5–10 working days depending on your bank or payment provider

Contact Us

For any return, refund, or delivery concerns, please contact:

Somno Snug Customer Support
Email: return@somnosnug.co.uk
Business Hours: Monday – Friday, 9am – 5pm