Returns Policy

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 us within 28 days of receipt to you complete, unused and in original packaging with tags and labels in place.

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 contract, provided that you tell us you want to cancel the contract 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).

If you write to us, this should be sent to us at Customer Services, Ideal Home House, Newark Road, Peterborough PE1 5WG although please ensure the letter reaches us in time or email [email protected]

Please quote your order number when advising of your intention to cancel.

You should return the goods to us, following our Returns Procedure, or hand them to us at our address Ideal Home House, Newark Road, Peterborough, Cambridgeshire PE1 5WG within 14 days of cancellation.

If you cancel or return your order

If you cancel your order we will refund the price you paid for the goods (subject to certain possible deductions which are detailed in these terms), including the costs of delivery to you, within 14 days of our receiving the return, as long as it meets all of the requirements detailed.

Please note that we are permitted by law to reduce your refund to reflect any reduction in the value of the goods if this has been caused by your handling of them in a way which would not be permitted in a shop; for example if the goods have been used, parts are missing or security / hygiene seals have been broken.

We will process your refund as soon as possible and in any event not later than 14 days after the day we receive back from you any goods supplied, as long as it meets all of the requirements detailed in our Returns Policy. If you cancel your contract before goods have been sent to you, we will process your refund no later than 14 days after the date we receive your product. you informed us about your decision to cancel your order.

We will make the reimbursement using the same means of payment as you used for the initial transaction.

We may withhold your refund until we have received the goods back or you have supplied satisfactory evidence of having sent back the goods, whichever is the earliest.

You must take reasonable care of the products, and return them undamaged to us. Products need to be returned in their original packaging and you will need to ensure that the package is sufficiently robust to minimise the risk of transit damage.

Please refer to Returns Options on available methods to return your product back to us.

The following items are excluded from return, unless they are faulty, under the Consumer Contracts Regulations 2013.

• Products that are made to the customer's specification or are personalised - for example, a made to measure suit or pair of curtains, or a gift that has the recipient's name engraved on it.
• Products that are liable to deteriorate or expire rapidly - such as a delivery of fresh flowers or frozen food.
• Newspapers, periodicals or magazines. However, subscription contracts retain the right to cancel provided that the subscription has not commenced.
• Unsealed audio, video recordings or computer software.

The supply of accommodation, transport of goods, vehicle rental services, catering or services related to leisure activities if the contract provides for a specific date or period of performance - for example, hotel bookings, courier services, car hire, restaurant bookings and theatre tickets for specific dates.

In addition consumers will lose their right to cancel if they:

• Unseal goods that are not suitable for return if they are unsealed, due to health protection or hygiene reasons (e.g. face masks & face coverings, cosmetics; including skincare, underclothing, shapewear, swimwear, intimate apparel and electrical items and items supplied with a hygiene strip at time of delivery that has had the strip removed, earrings or pierced body jewellery).
• Combine other goods after delivery that then become inseparable.
• Commence any Digital downloads.
• Partially consume food or drinks (unless otherwise stated).

In the unlikely event that you wish to return your purchase, you can arrange your return by contact our Customer Services team.

Unless otherwise stated returns for furniture are customer funded.

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.

90 Night Trial

All mattresses sold by Ideal Shopping Direct Limited (“Ideal”) are supplied with a “90 Night Trial”. Ideal agree to extend your right to cancel your order of a mattress for up to 90 days (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 this 90 Night 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 90 nights.

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 contact our Customer Service team within the 90-day period and a member of our team will arrange for the mattress to be collected from you free of charge. If there is a fault with your mattress please refer to the Damaged/Faulty section in our returns policy.

Mattress Care

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.

Our Mattresses are 'No Turn' but can be rotated if required.

Our Mattresses can be used with Bed Frames and Divan Bases. 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.

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

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.

Sewing Machine Problems?

If you are having an issue with one of the machines listed below, and it is still under warranty, please contact our Customer Services Team on 0330 3321300 in the first instance. We would like to arrange for our trusted sewing machine technician to call you to ascertain the nature of the problem before a return is made. Below is a list of sewing machines affected, along with the product code, description and warranty length.

All products that are free with the purchase of a product or service, are considered a part of the overall contractual agreement made at the time of purchase, unless otherwise stated.

Where products purchased were part of a bundle or had a free item associated with the sale, all products must be returned. If you do not return all of the items associated with the purchase (e.g. free items) then the cost of these items will be removed from the refund paid back to you. The value of those items removed from the refund will be calculated at the price relevant at the time of your purchase.

If the product has been sold as a bundle offer then all parts must be present for the return to be completed. If all parts are not received then the return may be rejected and returned back to you or the value of the missing parts removed from your refund, the value of the parts will be based on the individual price of the items at the time of your purchase or as a percentage of the overall product cost that was paid.

If you require further assistance, please contact our Customer Services Department.