At Haven, we want you to feel completely confident when choosing your mattress. That’s why eligible Haven mattress purchases come with either a 90-Night Mattress Trial or a 365-Night Mattress Trial, depending on the offer, promotion, product, or trial period applicable at the time of purchase.
The trial period shown when you placed your order, or confirmed in your order documentation, will apply to your purchase.
1. Mattress Trial
Eligible Haven mattresses may include either:
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a 90-Night Mattress Trial, or
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a 365-Night Mattress Trial
Your applicable trial period begins from the date your mattress is delivered.
You may try your mattress at home for the full applicable trial period.
If you decide the mattress is not right for you, you may request a return within your applicable trial period, provided the mattress meets the return conditions set out below.
Returns are accepted for both defective and non-defective eligible mattresses, including mattresses that are new or lightly used as part of the trial.
2. Return Conditions
To be eligible for a return, the mattress must be:
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Clean and in a hygienic condition
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Free from damage, stains, odours, marks, tears, or misuse
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Used only in a normal domestic setting
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Returned with any required accessories or packaging, where applicable
We reserve the right to refuse a return or reduce the refund amount if the mattress is returned in an unsuitable condition.
3. How to Start a Return
To arrange a return, exchange, or mattress trial return, please contact us within your applicable 90-night or 365-night trial period from the date of delivery.
Please include:
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Your order number
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Your full name
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Your delivery postcode
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The reason for return
Our team will check your order and confirm which mattress trial period applies to your purchase.
This helps our support team deal with your request as quickly as possible.
4. Contact Us
Haven Support Team
Email: hello@havensleep.co.uk
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM
5. Return Method
Returns are handled by mail or collection, depending on the item and your location.
Once your return request has been approved, we will provide clear instructions for returning or collecting your item.
6. Return Fees
There are no restocking fees and no pick-up or collection fees for eligible mattress returns made within the applicable mattress trial period.
7. Exchanges
We accept exchanges on eligible products.
Please contact us with your order details and let us know which item you would like to exchange.
Exchanges are subject to product availability. If the replacement item is unavailable, we may offer an alternative product or a refund.
8. Refunds
Once your return has been received or collected and inspected, we will process your refund to your original payment method.
Refunds are processed within 7 days of the returned item being received and approved.
Please note that your bank or payment provider may take additional time to make the funds available in your account.
9. Faulty, Damaged, or Incorrect Products
If your product arrives faulty, damaged, or incorrect, please contact us as soon as possible.
Please include your order number and clear photographs of the issue.
We will arrange a suitable resolution, which may include a repair, replacement, exchange, or refund.
10. Non-Returnable Items
For hygiene reasons, we may not be able to accept returns for items that are damaged, stained, soiled, or otherwise unsuitable for resale or donation, unless the item is faulty.
This does not affect your statutory rights.
11. Which Trial Period Applies?
The mattress trial period applicable to your order is the period offered to you at the time of purchase.
Customers who purchased under a 90-Night Trial offer remain eligible for a 90-night trial.
Customers who purchased under a 365-Night Trial offer remain eligible for a 365-night trial.
Changing promotions or trial periods after an order has been placed does not change the trial period originally applicable to that order.