Returns

Choose with confidence

If your order is not quite right, you can request a return within 60 days of delivery under our voluntary returns policy. This gives you time to decide; it is not a sleep trial.

Your statutory cancellation and faulty-goods rights are separate and are not limited by this policy.

Our voluntary 60 day policy

Products must be unused, unwashed and unaltered; clean and free from stains, odours, pet hair or damage; and complete with their original labels, accessories and packaging.

You may carefully open ordinary packaging to inspect the colour, fabric and finish. Keep the packaging and avoid washing or sleeping in the products until you decide to keep them.

For duvets and pillows, check the filling, firmness and dimensions before use. Products that have been slept in do not qualify for this voluntary policy.

How to arrange a return

1. Email foldandfeel.co.uk@gmail.com within 60 days of delivery, giving your order number and the items you wish to return.

2. We will provide the correct return address and instructions.

3. Send the products back within 14 days of notifying us.

Pack your return securely and keep proof of postage. A tracked service is recommended. Do not send goods to our business address or an address on a delivery label unless we confirm it is the correct returns address.

You do not need our approval to exercise a statutory cancellation right.

Return postage

You pay postage for a change-of-mind return. If products are faulty, damaged on arrival or incorrect, contact us first. Where a return is required, we will arrange or cover reasonable return costs.

Refunds

Refunds are issued to the original payment method. For voluntary returns, we aim to process refunds within five working days of receiving and checking the products.

For statutory cancellations, we refund you without undue delay and within 14 days of your cancellation notice. Unless we have offered to collect the goods, we may withhold the refund until we receive them or evidence that you have sent them, whichever happens first. Where we withhold the refund on that basis, it will be issued within 14 days of that earlier event.

If nothing has been dispatched, a statutory cancellation is refunded within 14 days of notification. Your payment provider may take additional time to display the refund.

When you return your whole order, we refund the original standard delivery charge. For a premium delivery service, we refund the standard delivery equivalent rather than the upgrade cost.

For partial change-of-mind returns, the original delivery charge is normally retained. We do not retrospectively add delivery charges if the retained products fall below our free-delivery threshold.

Sets and sale items

For a change-of-mind return of a product sold as one bedding set, return all included pieces. If only one piece is faulty, contact us so we can explain the appropriate remedy without requesting unaffected pieces unnecessarily.

For separately priced products bought under a promotion, partial refunds reflect the discounted amount paid for the returned products. Any different promotional conditions are explained before purchase.

Sale items qualify for the same returns policy as full-price products.

Exchanges

Return an eligible item for a refund and place a new order for your preferred size, colour or fabric. Replacement orders are subject to availability.

Your statutory cancellation right

For most online purchases, you can cancel without giving a reason from placing your order until 14 days after the day you receive it. If goods from a single order arrive separately, the period normally runs from the day after the last product arrives. You then have a further 14 days to send the goods back.

You may inspect goods as you would in a shop. Where legally permitted, we may deduct an amount reflecting loss of value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Original packaging is not a condition of statutory cancellation. Opening ordinary bedding packaging does not automatically remove cancellation rights.

Goods genuinely made to your specifications or personalised for you are excluded from statutory change-of-mind cancellation rights. Any applicable exception is explained before purchase. Faulty-goods rights remain unaffected.

To cancel, send us a clear statement by email or post. The following form is optional.

Faulty or incorrect products

Products must be as described, of satisfactory quality and fit for purpose. If they do not meet these requirements, you normally have 30 days from delivery to reject them for a full refund. After that, you may be entitled to repair or replacement and, in certain circumstances, a price reduction or refund.

Email your order number and a description of the issue. Photographs are helpful but are not a condition of making a claim. Original packaging is not required. Once we agree that a faulty-goods refund is due, we issue it without undue delay and within 14 days.

Our 12 month quality guarantee

Our guarantee covers manufacturing defects arising within 12 months of delivery during normal domestic use, where care instructions have been followed. Examples include defective stitching, faulty closures and fabric manufacturing flaws.

It excludes normal wear, accidental damage, misuse and damage from incorrect washing or drying. These exclusions do not affect statutory remedies.

To claim, email your order details and a description of the defect. For a covered claim, we will arrange a repair or replacement at no cost. If neither is reasonably available, we will refund the price paid for the affected product.

The guarantee applies to goods delivered within the United Kingdom. The guarantor is GreenSecrets Bedding Ltd, 11, 7th Floor, Earlsdon Park, 53–55 Butts Road, Coventry, CV1 3BH, United Kingdom. A copy is available by email on request.

Your statutory rights may continue beyond 12 months. This guarantee does not replace or shorten them.

Previous GreenSecrets orders

Please include your original order number. The terms offered when you purchased continue to apply, alongside your statutory rights.