Returns and refunds
Returns and refunds
If you need to cancel, return or report a problem with an Auro Sleep order, contact us first so we can confirm the right next step. Large beds and mattresses need careful handling, so please do not send items back without speaking to us.
This page explains cancellations, returns, damaged items and refunds. It should be read with our Terms and conditions, Delivery information and Care and warranty guidance. Your statutory rights are not affected.
Can I cancel before production or dispatch?
Contact us as soon as possible if you want to cancel. If your order has not been processed, entered production or had delivery booked, we will confirm whether cancellation is still possible.
If an order has already been processed, entered production or had delivery booked, a cancellation charge of up to £90 may apply. Made-to-order, personalised or customised items may not be cancellable once production has started unless they are faulty, damaged or not as described.
Made-to-order and personalised products
Most beds are made to order or prepared to your selected size, fabric, colour, storage and option choices. Made-to-order, personalised or customised products may be excluded from standard change-of-mind returns unless they are faulty, damaged or not as described.
If you are unsure whether this applies to your order, please contact us before placing the order.
Change-of-mind returns
For eligible online items, you usually have 14 days from delivery to tell us you want to cancel or return your order. You then usually have a further 14 days to return the goods.
Where a return is accepted, goods must be unused, in new resellable condition, in the original packaging where possible, complete with parts and accessories, and supported by proof of purchase.
Mattress hygiene restrictions
For hygiene reasons, mattresses that have been opened, used or removed from protective packaging may not be eligible for a change-of-mind return unless they are faulty, damaged or not as described.
Please check your mattress carefully before removing packaging or using it.
Damaged, faulty, incorrect or missing items
If your order arrives damaged, faulty, incorrect or with missing parts, contact us as soon as possible, ideally within 24 hours of delivery.
Please include your name, order number, postcode, clear photos of the issue and photos of the packaging where relevant. We may arrange a replacement part, repair, collection or another appropriate next step depending on the issue.
Return collection and costs
If a return is accepted, we will confirm whether collection can be arranged through our furniture delivery team or whether another agreed return method is suitable.
Collection charges start from £90 and will be deducted from your refund where applicable. If a confirmed delivery is missed, a re-delivery fee may also apply as explained on our Delivery information page.
Refund processing
Where a refund is due, it will be issued to the original payment method within 14 days of receiving the returned goods or receiving evidence that the goods have been returned.
If a collection charge, return charge or other agreed deduction applies, this will be deducted from the refund before it is issued.
Assembly service and access issues
Assembly may be available as an optional paid service on selected products. Assembly charges are not usually refundable once the service has been booked, allocated or carried out.
If assembly or delivery cannot be completed because the item does not fit, access is unsafe, the room is not ready or the customer declines the service on arrival, the relevant fee may still apply. Please read the Delivery and Assembly Guide before ordering large items.
Need help with a return?
For the fastest support, contact Auro Sleep with your order details before sending anything back.