Refund policy

Last updated: 12 January 2026

At Snoozopia Ltd (“Snoozopia”, “we”, “us”, “our”), we want you to feel confident when shopping with us. This Returns & Refunds Policy explains how returns, refunds and faulty item claims are handled when you purchase from our online store at www.snoozopia.co.uk.

This Policy applies to consumer purchases only (for personal/household use) and should be read together with our Terms & Conditions and Privacy Policy. Nothing in this Policy affects your statutory rights under UK law.

 

1. Return Eligibility & Return Window

1.1 Change-of-mind returns

We accept returns for both defective and non-defective products, subject to the conditions below.

  • You have 14 days from the date of delivery to request a return for non-faulty items (your “cooling-off” period).

  • After 14 days, returns are generally not accepted for non-faulty items, unless agreed by us at our discretion.

1.2 Who this policy applies to

This Policy applies to customers purchasing as consumers (not businesses) and having Goods delivered to a UK address.

 

2. Condition of Returned Items

To be eligible for a return (for non-faulty items), products must be:

  • New and unused

  • In their original packaging (including any bags, boxes, labels, instructions and accessories)

  • In a clean, undamaged, resaleable condition

Items may not be eligible for a refund if they are:

  • Used, assembled or slept on

  • Marked, stained, damaged, or otherwise not in resaleable condition

  • Returned without original packaging or with missing parts

We reserve the right to inspect all returned items and to decline a refund (or apply a reduction) where items are returned in a condition that does not meet the above requirements.

 

3. Mattresses & Mattress Toppers – Hygiene Notice

For hygiene and health protection reasons, special rules apply to:

  • Mattresses

  • Mattress toppers

  • Other sealed bedding items (e.g. certain protectors or pillows) where stated

3.1 Unopened mattresses / toppers

  • Unopened, unused and undamaged mattresses and mattress toppers may be returned within the 14-day return window, subject to:

     

    • Original, intact packaging

    • No signs of use or damage

    • Compliance with all other conditions in this Policy

     

3.2 Opened / used mattresses / toppers

  • Once a mattress or mattress topper has been unsealed, used or removed from its original hygiene packaging, it is non-returnable for change-of-mind reasons.

  • This is due to hygiene considerations and health protection.

3.3 Faulty mattresses / toppers

If a mattress or topper is faulty or not as described, please contact us as soon as possible. Where a manufacturing fault is confirmed, you will be entitled to a repair, replacement or refund in line with your statutory rights.

 

4. Items That Cannot Be Returned (Unless Faulty)

The following items are generally non-returnable unless they are faulty or misdescribed:

  • Opened or used mattresses, mattress toppers and any items clearly marked as hygiene-sealed

  • Custom-made, bespoke or personalised products (where we have made the item to your specific size, fabric or specification)

  • Clearance or “as-is” items where the non-returnable status has been clearly stated at the point of sale

If you are unsure whether your item is returnable, please contact us before placing your order or before unsealing the packaging.

 

5. How to Request a Return

To request a return within the applicable time frame:

  1. Contact our customer service team with your:

    • Full name

    • Order number

    • Details of the product(s) you wish to return

    • Reason for return

  2. You can contact us at:

    Tel: 01582 550017

    Email: support@snoozopia.co.uk

  3. Our team will:

    • Confirm whether your item is eligible for return

    • Provide return instructions

    • Provide details of the designated drop-off location or return method

Please do not return any items before receiving confirmation and instructions from us, as this may delay processing and could result in the item being refused.


6. Return Method & Costs

6.1 Return method

  • Returns are made via a designated drop-off location or method specified by us.

  • Full instructions will be provided once your return request is approved.

6.2 Return costs

  • Returns are free for eligible items that meet the conditions of this Policy (i.e. within the return window, correct condition, and approved by us in advance).

  • We currently do not charge restocking fees for standard change-of-mind returns that comply with this Policy.

If a returned item does not meet the condition requirements (e.g. used, damaged, missing packaging), we may:

  • Return the item back to you; or

  • Deduct an appropriate amount from your refund to reflect the loss in value

We will inform you of any such decision.


7. Exchanges

We do not offer like-for-like exchanges.

If you would like a different product (e.g. another model or size), please:

  1. Request a return and refund for the original item (if eligible under this Policy), and

  2. Place a new order for the item you want.

 

8. Refunds

8.1 When refunds are issued

Refunds will only be processed once returned items have been:

  • Received by us or our appointed returns partner

  • Inspected

  • Confirmed to be in original packaging and in a resaleable condition (where applicable)

We will then process your refund within 7 days of receiving the returned item, or sooner where possible.

8.2 How refunds are paid

  • Refunds are issued to your original method of payment.

  • Depending on your bank or payment provider, it may take a few additional working days for the funds to appear in your account.

8.3 Original delivery charges

  • For eligible returns made within the cooling-off period and in accordance with this Policy, we will refund the price of the Goods and, where required by law, the standard delivery charge paid.

  • Any premium or upgraded delivery services (e.g. specific timeslot, weekend delivery, room-of-choice, assembly) may not be refundable unless the item is faulty or not as described.

 

9. Faulty, Damaged or Misdescribed Goods

This Policy does not affect your statutory rights. Under UK consumer law, you are entitled to remedies if your item is:

  • Faulty
  • Not as described
  • Not fit for purpose

Contact us as soon as possible at support@snoozopia.co.uk with:

If you believe your item is faulty or damaged:

  • Your order number
  • Details of the issue
  • Clear photos/videos showing the problem (where possible)
  • Contact us as soon as possible at support@snoozopia.co.uk with:


We may:

  • Offer guidance or troubleshooting (where appropriate)
  • Arrange an inspection, collection or return
  • Provide a repair, replacement or refund depending on the nature of the fault and the time since purchase, in line with your statutory rights

 

If a fault is confirmed, your reasonable return costs will be covered and any applicable delivery charges will be refunded.


10. Orders Delivered with Missing or Incorrect Item

If your order arrives with missing items or incorrect products:

  • Please inform us within a reasonable time, ideally within 48 hours of delivery.

    • Replacement of the missing/incorrect items, or

    • Another appropriate remedy in line with your statutory rights.

      We will investigate and arrange:


11. Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us immediately at support@snoozopia.co.uk with your order number.

  • If your order has not yet been dispatched, we will cancel it where possible and issue a full refund to your original payment method.

  • If your order has already been dispatched, it will be treated as a standard return under this Policy.


12. How This Policy Interacts with Your Statutory Rights

Nothing in this Returns & Refunds Policy:

  • Affects your rights under the Consumer Rights Act 2015 or other applicable UK consumer laws

  • Reduces your rights to a refund, repair or replacement where Goods are faulty or misdescribed

If there is any conflict between this Policy and your statutory rights, your statutory rights will prevail.

 

13. Contact Us

To request a return, report a fault, or ask any questions about this Policy, please contact our customer service team with your order number:

Tel: 01582 550017

Email: support@snoozopia.co.uk

Snoozopia Ltd (T/A Snoozopia)

5 Appledore Terrace

Walsall

England

WS5 3DU