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We understand there may be a time you wish to return an order – that’s why we’ve made it easy to return for a refund or exchange. We are pleased to be working with Asda to offer free returns with their amazing ‘toyou’ service. We also have drop off and home pickup options with EVRi making it easier and more convenient to return items than ever before.
Please keep your Despatch Note or note the order number as you might need it as proof of purchase in the event of any after-sales queries.
There are some products that are excluded from our Returns Policy. These are listed in the ‘Returns Exception’ section.
Any refunds processed will be made back to the original payment method within 14 days of receipt of the product back to us, where all applicable requirements are met.
Your statutory rights are not affected.
Some returns may require returning directly to one of our partnered suppliers. Always check any paperwork included within your original parcel which will advise if the parcel should be returned to an alternative address than Ideal World.
Contact our Customer Experience Team if you are unsure or have any questions.
It is really easy to return your parcel via one of the 600 ASDA locations.
Store locations: https://www.toyou.co.uk/locations
No label? Don’t worry. A new label or a QR code for instore label printing can be generated here: https://www.toyou.co.uk/clientReturn/IDE
Return Cost: FREE
Parcel Limitations: Under 25kg, Within 60cmx60cmx90cm
Parcel value: Under £200
More information: https://www.idealworld.tv/gb/toyou
With many different options to return from a doorstop pickup, to one of their 7,000+ Parcelshops and 3,000+ Lockers. EVRi make returns more convenient than ever before.
Return Cost: £2.99 (inc. VAT and Insurance)
Parcel Limitations: Up to 30Kg*, Maximum length 120cm
*Please select Large parcel option (home collection only) if your parcel is over 15Kg
Parcel value: Under £200
More information: https://www.evri.com/return-a-parcel/how-to-return-a-parcel
Download the EVRi App: https://www.evri.com/our-services/mobile-app
A service provided by Yodel, Collect+ have over 4,500 locations across the UK such as convenience stores and petrol stations.
If you wish to return your package using Collect+ please contact Customer Experience Team and they will be able to assist you.
Store Locations: https://www.collectplus.yodel.co.uk/store-locator?v=2
Return Cost: £1.49
Parcel Limitations: Up to 10Kg
Parcel value: Under £100
More information: https://www.collectplus.yodel.co.uk/help-advice
If you wish to return a product large in size or weight which cannot be returned by one of our standard return options, please contact our Customer Experience team. We can arrange collection of the item from you, we reserve the right to deduct the cost of the return from the reimbursement we make to you for the goods.
We would recommend arranging your return through Royal Mail using suitable insurance cover on a signed for service, as the parcel is your responsibility until it reaches our warehouse. To return via Royal Mail simply affix the returns address label from your despatch note to your parcel. Please note this is not a pre-paid label and you will need to pay postage costs which may vary depending on size and weight.
More information: https://www.royalmail.com/price-finder
With no impact on your statutory rights, we offer a 28-day money back guarantee.
We will replace or refund most goods provided they are returned to arrive with us within 28 days of receipt to you complete, unused and in original packaging with tags and labels in place. [Please ensure you do not dispose of packaging, particularly for bulky items such as Bikes, Household Appliances and Furniture until you have decided to keep your purchases – we are unable to supply replacement packaging which may impact your ability to return your goods in saleable condition]
There are some exclusions to this offer that can be found in the ‘Returns Exceptions’ section.
Under the Consumer Contracts Regulations, you have the right to cancel your order and obtain a refund for any item purchased (apart from the exceptions listed) when ordering either over the telephone or via the internet.
You are entitled to cancel your order, provided that you tell us you want to cancel the order no longer than 14 days after the day on which you receive your goods, or in the case of a multiple order, the last part of the order (other than any goods which you have pre-ordered which will have separate cancellation rights).
You should let us know that you wish to cancel before the cancellation period (stated above) has expired. You must inform us of your decision by a clear statement (e.g. a phone call, or letter sent by post or e-mail). Please notify our Customer Experience team within the notice period quoting your order number when advising of your intention to cancel.
You should return the goods to us, following our Returns Procedure within 14 days of cancellation.
The following items are excluded from return, unless they are faulty, under the Consumer Contracts Regulations 2013.
In addition, you will lose their right to cancel ifyou:
For furniture that has been assembled on site as part of your purchase offer, a deduction from your refund will be made equal to that currently being quoted on the Supplier’s website, or shown on our website, for collection. In addition, should the product require dismantling, a charge equal to the original assembly charge will also be deducted from your refund. Additional deductions will be made from your refund for any damage that has occurred to the product which reduces its product sale value since it has been in your ownership.
Where furniture has been delivered without onsite assembly being completed, returns must be in a fully resaleable condition. Charges for collection of the product will be deducted from the refund given.
We may make a deduction from any refund for loss in value of any Goods as the result of any unnecessary handling by you. You must take reasonable care of the Goods and you must return the goods (including Paperwork, links, instructions and box as applicable). The goods must be in their original condition.
DO NOT remove any security or brand tags until you are certain you wish to keep the item.
You acknowledge that the removal of any product, security and/or brand tags will affect the value of the Goods and that its absence or damage to it, will reduce the value of the Goods. If you return the Goods with a missing or damaged security/ brand tag or paperwork, we will make a reasonable deduction to the sum refunded to you not exceeding 25% of the purchase price.
Returned goods will be inspected by our returns management team and you will incur a charge for any work necessary if the returned goods are found to be damaged or otherwise compromised from you handling the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods e.g. if tags have been removed.
We recommend to use royal mail special delivery with suitable insurance cover when returning this type of product.
Trials
Some mattresses sold by Ideal World Limited (“Ideal”) are supplied with a “XX Night Trial”. Ideal agree to extend your right to cancel your order of a mattress for up to amount of days shown at time of order (commencing on the day of delivery to you) and will refund any monies paid (excluding postage and packaging costs) after we have collected the mattress and we have received it back.
For customers to benefit from the Trial offer we ask that you unpack and check your mattress as soon as possible after it has been delivered. Please remove the mattress from its box, carefully remove all polythene wrapping and allow the mattress to unroll in an adequate space. Please retain the polythene wrapping in case you wish to return the mattress to us.
Allow at least 24 hours for the mattress to take shape in a warm room. Once opened there may be a “new foam” smell which should dissipate within a few days. We would recommend that you fit a clean mattress protector to the mattress before sleeping on it.
Sleep on your mattress for up to the end of the trial period.
If you are happy with your purchase, please dispose of all the packaging in a responsible manner and recycle if possible.
If you're not happy with your mattress, please refer to included paperwork within your original delivery to arrange a return. If you no longer have that paperwork or require further assistance please contact our Customer Experience Team within the trial period and a member of our team will advise accordingly.
When you receive your mattress, we recommend you open it straight away. Mattresses that are kept in their packaging for extended periods may not recover to size when opened.
Remove all the packaging and give the mattress 24 hours to recover to size and air in a warm ventilated room. Any 'New Foam' odour will dissipate within a few days.
We recommend you use a mattress protector with your mattress, it'll keep your mattress in good condition by protecting it from stains and, in turn, extend its life.
Please ensure you buy the correct mattress size for your bed.
If you have an electric adjustable bed, please check with the bed manufacturer/retailer that the mattress is suitable.
Memory foam is temperature sensitive and any excesses of temperature will affect the comfort of the mattress. Please don't allow your mattress to get too cold or too hot as the memory foam will harden. Don't position your mattress against a radiator.
Mattresses are designed to be slept on. Don't allow your bed to become a trampoline. Jumping on the bed will cause damage to the mattress structure and core.
If you have to move the mattress, always carry it flat or on its side. Never drag or fold the mattress to transport it as this will damage the cover and the core of the mattress.
If you have to store a mattress away, always store the mattress flat, and do not attempt to bend or twist it. Always store in a warm dry, clean environment.
If you require further assistance, please contact our Customer Experience Team.
