Returns, Refunds & Cancellations Policy

Last updated: 1 July 2026

This Returns, Refunds & Cancellations Policy applies to purchases from Mattress Mick Limited through MattressMick.ie, by phone, or in-store.

This policy does not affect your statutory rights under Irish consumer law.

1. Contact Details

If you have a return, refund, cancellation, delivery damage or warranty query, please contact us as soon as possible.

Mattress Mick Limited
Mattress Mick’s, Unit 3, Newtown Avenue,
Malahide Road Industrial Park,
Dublin 17,
D17 AX71,
Ireland.

Phone: 01 677 2485
Website: MattressMick.ie

Please include your order number, proof of purchase, contact details and photographs where relevant.

2. Proof of Purchase

For returns, refunds, cancellations, warranty claims or complaints, we may ask for proof of purchase.

Proof of purchase may include a receipt, order confirmation, invoice, delivery docket, card statement, or other reasonable proof that the item was purchased from Mattress Mick Limited.

3. Online, Phone and Distance-Sale Orders

If you are a consumer and you buy online, by phone or by another distance-selling method, you generally have the right to cancel your order within 14 days without giving a reason.

The 14-day cancellation period usually starts on the day you, or a person nominated by you, receives the goods.

If your order is delivered in separate parts, the cancellation period usually starts when you receive the last item.

To cancel, you must clearly tell us that you wish to cancel within the 14-day period.

You can contact us by phone or through the contact page on our website.

4. Returning Goods After Cancelling an Online Order

If you cancel under your 14-day cooling-off right, you must return the goods to us no later than 14 days after telling us that you wish to cancel.

Unless we agree otherwise, you are responsible for the direct cost of returning the goods.

Because mattresses, beds and furniture are bulky items, they may not be suitable for normal postal return. If you ask us to collect the goods, a collection charge may apply. The charge will depend on the item, location and collection requirements and will be confirmed before collection.

Goods should be returned in a clean, complete and reasonable condition, with all parts, accessories, manuals and packaging where possible.

You may inspect the goods in the same way you would reasonably inspect them in a shop. However, you are responsible for any reduction in value caused by handling the goods more than necessary to establish their nature, characteristics and functioning.

We may reduce your refund if the goods have been used, damaged, marked, soiled, stained, contaminated, assembled in a way that causes damage, or handled beyond what is reasonably necessary.

5. Exceptions to the 14-Day Cooling-Off Right

The 14-day cooling-off right does not apply in certain cases, including:

  • goods made to your specifications;

  • bespoke, custom-made or personalised products;

  • custom-size mattresses, beds or furniture;

  • sealed goods that are not suitable for return for health protection or hygiene reasons, where they have been unsealed after delivery;

  • services that have been fully performed with your prior agreement and acknowledgement that cancellation rights may be affected once the service is completed.

This may include, for example, custom-size beds, custom furniture, special-order products made specifically for you, or hygiene-sensitive bedding products where sealed packaging has been opened.

These exceptions do not affect your rights if the goods are faulty, damaged, not as described or otherwise do not comply with Irish consumer law.

6. Refunds for Online Cancellations

Where you validly cancel an online, phone or distance-sale order under your cooling-off right, we will refund the price paid for the goods and the standard delivery charge, where applicable.

We are not required to refund extra charges for enhanced delivery, premium delivery, assembly, removal or other optional services that you specifically selected, except where required by law.

Refunds will be made using the original payment method unless we agree otherwise.

We will issue the refund without undue delay and no later than 14 days after the earlier of:

  • the day we receive the returned goods; or

  • the day you provide evidence that you have returned the goods.

7. In-Store Purchases and Change of Mind

For purchases made in-store, there is no automatic legal right to return goods simply because you have changed your mind.

At our discretion, we may offer an exchange, credit note or refund for suitable unused items returned in resaleable condition, but this is not guaranteed unless agreed by us in writing.

Any goodwill return for an in-store purchase must be approved by Mattress Mick Limited.

Special-order, custom-order, clearance, outlet, hygiene-sensitive or used items may not be accepted for change-of-mind return.

This does not affect your rights if the goods are faulty, damaged, not as described or otherwise do not comply with Irish consumer law.

8. Cancelled Orders Before Delivery

If you wish to cancel an order before delivery, please contact us as soon as possible.

For online orders covered by the statutory cooling-off right, no restocking charge will apply where the cancellation is valid under that right.

For orders not covered by the statutory cooling-off right, including certain in-store orders, special orders, custom orders, supplier orders, or orders already processed at your request, a cancellation or restocking charge may apply where permitted by law.

Where a charge applies, it will reflect costs already incurred by us, such as supplier charges, transport, handling, storage, administration or loss in value.

We will explain any applicable charge before processing the cancellation.

9. Faulty, Damaged or Incorrect Goods

Your rights for faulty, damaged or incorrect goods are separate from your change-of-mind rights.

If goods are faulty, damaged, not as described, missing parts, or incorrect, please contact us as soon as possible.

Please provide:

  • your order number or proof of purchase;

  • a clear description of the issue;

  • photographs of the product, packaging and any visible damage;

  • photographs of labels, batch numbers or product tags where relevant;

  • details of when the issue was noticed.

We ask that visible delivery damage, shortages or incorrect items are reported within 48 hours where possible. This helps us investigate quickly with the delivery team or supplier.

However, reporting outside 48 hours does not remove or reduce your statutory rights.

Depending on the circumstances, you may be entitled to a repair, replacement, refund, price reduction or other remedy.

We may ask to inspect the goods before deciding the appropriate remedy. Please do not dispose of the goods, packaging or parts before we have had a reasonable opportunity to inspect or resolve the issue.

10. Delivery Damage and Access Issues

Our delivery team will use reasonable care when delivering goods.

Customers must ensure that there is safe and suitable access for delivery, including suitable doorways, stairs, hallways, lifts, parking and room access.

Goods brought upstairs, into rooms, through tight spaces, or into difficult access areas may be brought in at the customer’s request and subject to suitable access.

We are not responsible for damage caused by unsuitable access, tight staircases, narrow doors, fragile fittings, weak floors, low ceilings, pre-existing damage, or where the customer asks us to attempt delivery despite reasonable concerns.

Nothing in this section limits our liability where damage is caused by our negligence, nor does it affect your statutory rights.

11. Failed Delivery and Redelivery

If delivery cannot be completed because nobody is available, the address is incorrect, access is unsafe or unsuitable, parking/loading is unavailable, or the goods will not fit into the property, a failed delivery, redelivery, storage or cancellation charge may apply.

We will try to contact you to rearrange delivery where possible.

12. Mattress Removal and Furniture Removal

Mattress removal, bed removal or furniture removal may be available as an optional paid service.

Removal must be booked in advance and may not be available in all areas or for all items.

Items for removal must be safe, accessible and ready for collection.

We may refuse to remove items that are wet, heavily soiled, contaminated, infested, unsafe, excessively heavy, dismantled unsafely, or otherwise unsuitable for removal.

Removal charges are normally non-refundable once the removal service has been completed, unless required by law.

13. Assembly Services

Where assembly is offered, it may be provided by Mattress Mick Limited or by a third-party assembler.

If a third-party assembler is paid directly by you, that assembly service may form a separate arrangement between you and the assembler.

You must ensure that the room is clear, safe and suitable for assembly.

Assembly charges may be non-refundable once the assembly service has been completed, unless required by law.

14. Manufacturer Guarantees and Warranties

Some goods may come with a manufacturer’s guarantee or warranty. The length and terms of the guarantee or warranty vary by manufacturer and product.

Your receipt, invoice or proof of purchase should be kept for warranty and guarantee claims.

A manufacturer guarantee or warranty is in addition to your statutory rights and does not replace them.

Warranty claims may require photographs, product labels, batch numbers, proof of purchase and inspection.

Warranty cover may not apply where the issue is caused by misuse, accidental damage, incorrect assembly, unsuitable base or frame, normal wear and tear, staining, damp, infestation, commercial use, or failure to follow care instructions.

15. Product Care

Customers are responsible for using products in accordance with the manufacturer’s instructions and normal domestic use.

For mattresses and beds, this may include:

  • using a suitable bed frame or base;

  • rotating the mattress where recommended;

  • keeping the product clean and dry;

  • not bending or folding the mattress unless designed for that purpose;

  • avoiding damp rooms or unsuitable storage;

  • using mattress protectors where appropriate;

  • following all care instructions supplied.

Failure to follow care instructions may affect warranty coverage and may affect whether the product is considered faulty.

16. Outlet, Clearance and Sale Items

Outlet, clearance and sale items are still covered by your statutory rights.

Where a product is sold with a clearly stated fault, mark, imperfection, missing packaging or condition issue, you cannot later claim that specific disclosed issue as a fault.

This does not affect your rights if the item has another fault, is unsafe, is not as described, or does not comply with Irish consumer law.

17. Refund Method

Where a refund is due, it will normally be made using the original payment method.

If you paid through a finance provider, buy-now-pay-later provider or third-party payment provider, the refund may need to be processed through that provider. Their own terms and processing times may also apply.

18. Statutory Rights

Nothing in this policy affects your statutory rights under Irish consumer law.

If goods are faulty, damaged, unsafe, not as described, not fit for purpose, or do not comply with the contract, you may have legal rights in addition to this policy.