Due to a high volume of orders we have had to temporarily remove our expedited delivery option. Some of our orders are also going out a little later than usual. Please bear with us in these exceptional times.

Returns & Exchanges

Damaged or faulty items

If you notice any items are damaged on receipt of delivery please refuse the delivery and contact us on 01924 600757 to arrange re-delivery of a replacement.

If after delivery you notice that any items are damaged please report this to us within 30 days either by calling us on 01924 600757 or via email, we may ask for images of the damages or faults before arranging collection. We will then contact you to arrange collection of your damaged items and to send you a replacement or issue a refund. If you choose to receive a refund, we will refund you in full by your original payment method, including any delivery charges paid if your whole order is being refunded. To help ensure a swift refund please enclose with returned items proof of purchase along with the reason for return and contact number/email address.

We ask that you do not use the damaged items once you have discovered the damage and keep them in the best possible condition, and that you re-package them in their original packaging

Unwanted or incorrectly ordered items

If you have changed your mind and want to return all or part of your order please let us know within 14 days of receipt of your order. In the case of unwanted or incorrectly ordered items we do not arrange collection. We will issue your refund (minus postage cost) promptly once your returned items have been received. To help ensure a swift refund please enclose with returned items, proof of purchase along with the reason for return and contact number/email address.

We ask that items you wish to return are unused and are packed in their original packaging or a suitable equivalent in order to keep them in good condition for re-sale. Unfortunately we are unable to offer refunds for bespoke or custom made items.

Cancellation Policy

If you change your mind before your order is dispatched then we will be happy to give you a full refund and you will incur no cost what so ever. Please note: if you have ordered a custom made item we are unable to give you a refund if the order has already been througb production.

Easysleep 100 Night Trial Terms & Conditions

At Duvalay one of our main aims is customer satisfaction which is why we offer a peace of mind 100 night trial to ensure you are satisfied with the comfort of your new mattress. If for any reason you are not fully satisfied we will exchange your mattress for an alternative Duvalay mattress of your choice. We recommend that you try your new mattress for a minimum of four weeks in order to adjust to the new feel and level of comfort.

This guarantee is subject to the following terms and conditions:

  • ┬ĚThis guarantee only applies to our Easysleep range bought directly through the Duvalay website.
  • This guarantee only applies to the comfort of the product and does not cover the height, length or width of your new product.
  • If the product you choose to exchange for your existing product is of a higher price, you must pay the difference in price (no refund will be given if the exchange product chosen is a lower price).
  • In order to claim under this guarantee you must notify us within 100 days from the date of delivery and have allowed at least 28 days get used to the comfort of the mattress.
  • We will not exchange a mattress that is marked or damaged in any way.
  • An administration charge will be included to cover any additional costs of delivery associated with exchange and removal of the original mattress. We will only allow one exchange in relation to any particular purchase.
  • The guarantee does not affect your statutory rights in relation to the product (including any right relating to any faults with the product).

If you have any queries in relation to this guarantee please contact our customer service team on 01924 600757.