You agree to be bound by the Terms and Conditions as laid out below and they will govern each order that you place with us. Each order is a separate legally binding contract. You should read these terms and conditions carefully and make sure you understand them.

If a provision in these Terms and Conditions is found to be invalid or unenforceable by a court, it will not affect the validity of the remaining provisions.

These terms and conditions are governed by the laws of England and Wales and do not affect your statutory rights.

IMPORTANT: Please do not dispose of your current mattress / bed until your new items have arrived from Us and You have read in full our Terms and Conditions, as follows.

Terms of Sale:

• 1. Definitions
• 2. Orders
• 3. Price and Payment
• 4. Delivery
• 5. Disposal
• 6. Warranty and Guarantees
• 7. Cancellation & Returns
• 8. Damaged or Disputed Goods
• 9. Refunds
• 10. Risk and Ownership
• 11. Ex-display / clearance
• 12. Accuracy of information
• 13. Events outside our control
• 14. Limitation of liability
• 15. Privacy Policy
• 16. Contact Us
• 17. Fraud Prevention
• 18. Complaints Policy
• 19. Alternative dispute resolution (ADR)
• 20. Non-Permanent Promotions

1. Definitions:

1.1 In these terms and conditions and Your sale agreement (which was given to You on the day you purchased the Goods), the following words shall have the following meanings:

“You” or “Your” means the person named in the Order to whom we are supplying the Goods in accordance with these Terms and Conditions;
“We”, “Us” or “Our” means Hamsey Trading Limited trading as Hamseys, Unit 5 Gatwick International Distribution Centre, Cobham Way, Crawley RH10 9RX
“Order” means Your order for the Goods and/or Services;
“Goods” means all products listed in the Order;
“Made to Measure” means any Goods that are made to specific, non-standard dimensions as determined by You; and
“Delivery” means the delivery of the Goods to the delivery address specified in the Order.

2. Orders:

2.1 Our online store offers a wide range of products available for purchase through our website or over the phone. Customers can refer to our terms and conditions for orders placed online or via phone to understand their rights and responsibilities when making a purchase. For terms and conditions related to in-store purchases, customers are advised to contact our Customer Services team at 01293 536489.

2.2 It is Your responsibility to check:

• the dimensions of all Goods to ensure that they will fit into Your property; and
• that additional services requested (such as room of choice or disposal) are clearly noted in the Order. These will be shown separately. If they are not included in the Order, then these services have not been purchased and will not be provided. These can be added by contacting Customer Services on 01293 536489.

2.3 The description of the Goods will be as specified within the Order.

2.4 You should be aware that:

• Our product descriptions provide approximate sizes to give customers a general idea of the dimensions. Please note that when we mention mattress and bed sizes, we are referring to the sleeping surface only. This ensures that customers have a clear understanding of the product they are purchasing and can make informed decisions based on their needs and preferences.;
• Our mattresses are crafted with precision and care, but please note that there may be slight variations in size due to manufacturing tolerances. As per the manufacturer’s specification, the dimensions are subject to a tolerance of +/- 2 inches or 5cm. This ensures that you receive a high-quality product that meets industry standards while allowing for minor discrepancies in size.; and
• comfort grading is for guidance only.
• When placing a mattress on a bedstead please note that there may be a gap around the edges; this is to allow for rotation & bedding.

2.5 Our product comes in a variety of sizes, both metric and imperial, to cater to different preferences and needs. Please note that there may be slight variations between the two size systems, so we recommend checking the measurements carefully before making a purchase. For further guidance and tips on choosing the right size for your bedding, we encourage you to visit SleepCouncil.org.uk.

2.6 Orders placed on hamseys.co.uk are subject to approval and may be refused at our discretion.

2.7 Upon placing your order, you will receive an automatic confirmation via email or postal service, which will include a copy of our Terms and Conditions. If you do not receive any notification to the contrary within 72 hours of this confirmation, your order will be considered accepted by us.

2.8 You are required to verify the accuracy of all orders placed by you, provide confirmation of telephone numbers when requested, and furnish necessary information regarding the Sale Terms and delivery to facilitate the delivery of goods to the specified address.

2.9 This product is accompanied by comprehensive sales literature and documentation; however, please be advised that any errors or omissions in these materials, including price lists, dispatch notes, and invoices, may be corrected without liability. We strive for accuracy but reserve the right to amend information as necessary.

3. Price & Payment:

3.1 Customers are required to make full payment at the time of placing an order. Payment will be collected using the payment details provided by the buyer. This ensures a smooth and secure transaction process for both parties involved.

3.2 All prices quoted are in pounds sterling and include any applicable taxes at current rates. This ensures that customers are aware of the currency and tax implications when making a purchase.

3.3 All purchases made through our website must be paid in full before delivery. We retain ownership of the goods sold until payment has been received and cleared in full, and reserve the right to repossess them if necessary.

3.4 Our payment system supports a wide range of credit and debit cards, including Visa, Delta, Mastercard, and American Express (AMEX), ensuring a seamless transaction experience through our secure server..

3.5  Our product comes with free delivery to the area local to our stores, delivery outside this area would incur a delivery charge. Excluding areas below our minimum spend threshold which may vary. Please note that extra charges will apply for deliveries to the Scottish Highlands and Grampians. Saturday deliveries are available at an additional cost, depending on the location. For more details, refer to “Delivery – point 4” or contact our Customer Services team for assistance.

3.6 Our product is exclusively available for purchase using U.K. registered accounts. Payments made from non-U.K. registered accounts will be subject to cancellation and refund at our discretion. Thank you for your understanding and cooperation in adhering to this policy.

3.7 The total price for all items in your order will be automatically deducted from the account you provided at the moment the order is placed. This convenient payment method ensures a seamless and hassle-free checkout process for our customers..

3.8 Ensure that all billing information provided aligns with the records maintained by your card-issuing bank. Inaccurate details may result in delays or cancellations of your order. Processing of your order will commence only after payment authorization is confirmed.

3.9 Our purchase procedure, outlined on our website, dictates the payment process for goods. Prior to dispatch, all orders undergo credit card authorization. We cannot be held responsible for any delays or issues resulting from incorrect or unsubstantiated details provided by the customer.

3.10 This product is offered with the understanding that availability is subject to stock levels. In the event that we are unable to fulfill your order, we will promptly notify you and issue a full refund for any payments made. Furthermore, should either party fail to adhere to the terms of the Agreement, liability for any resulting losses will be limited to those that are deemed foreseeable, ensuring a fair and transparent transaction process.

4. Delivery

4.1 This product is accompanied by estimated delivery dates and lead times provided in good faith; however, these timelines are subject to change due to factors beyond our control. Such factors may include natural events, labor strikes, lockouts, and delays from suppliers, which can impact the overall delivery process.

4.2 Delivery lead times for our products are clearly outlined on each product page. The majority of lead times are displayed in working days and commence from the Order date. However, there are exceptions in cases where only a deposit is made with an Order. For further information on specific lead times, please reach out to our Customer Services team.

4.3 Our stocked items are guaranteed to be delivered on the next working day or on a specific date of your choosing, as indicated during the ordering process.

4.4 Our product delivery times are contingent upon the availability of stock and the successful processing and validation of your payment.

4.5 The product will be delivered to the address provided in the order, and any changes to the delivery address must be accompanied by supporting documents. Customers are required to inform us of any changes to the delivery address at least 72 hours before the scheduled delivery. Even minor amendments may result in a longer lead time or a change in the delivery date.

4.6 Our delivery service covers a wide range of postcodes across mainland England, Wales, and Scotland, including the Highlands and Grampians. However, please note that certain locations may be excluded from our delivery options. Unfortunately, we do not provide delivery to Ireland, including Northern Ireland, or any offshore islands such as the Isle of Wight and the Isle of Man. We reserve the right to recover any costs associated with orders processed for these areas. For further information, please do not hesitate to contact us.

4.7 Customers residing in postcodes AB, DD, FK, IV, KW, KY, P, PA1-80, and PH should expect a slightly longer delivery time of 3-14 days for their orders. Additionally, an extra delivery fee may apply for deliveries to these specific postcodes.

4.8 Our basic Free delivery service includes the assistance of one delivery driver who will ensure that your item is safely delivered to the door of your house or to the ground floor of your block of flats.

Experience convenient delivery right to your front door with our specialized service, available Monday to Saturday from 7:30 am to 6:30 pm. Please note that Saturday deliveries incur an additional fee of £24.95. Our commitment is to ensure that your goods arrive safely at your doorstep, with a complimentary delivery option for online orders exceeding £300.00. For orders below this threshold, a delivery charge of £39.95 will apply, ensuring that you receive your purchases with ease and efficiency.

4.9 This product is designed with the homeowner or tenant in mind, emphasizing the importance of ensuring that all purchased items fit seamlessly into your living space. It is essential to measure doorways, corridors, and stairways prior to delivery to avoid any complications. Additionally, it is your responsibility to prepare the area by covering floors and removing any obstructions to facilitate a smooth delivery process. Please note that couriers are not authorized to move personal items unless previously arranged and indemnified by a signed disclaimer on the delivery day. For health and safety reasons, the delivery crew will retain their safety shoes throughout the service.

4.10 This product ensures a seamless delivery process, with the transfer of goods considered complete once they arrive at the specified address in the order. The responsibility for authorizing the recipient at the delivery location rests solely with the customer, eliminating the need for verification by our team.

4.11 Customers are advised to carefully inspect their items upon delivery to ensure they are free from any damage. A proof of delivery (POD) will need to be signed to confirm that all goods were received in good condition and that no damage occurred during delivery. If any damage is found upon delivery, customers should sign for the goods as “Damaged” and refuse the delivery to ensure a replacement or refund can be arranged promptly.

4.12 Customers are required to report any missing items from their order within 24 hours of delivery to ensure prompt resolution. Failure to do so will result in voiding any claims made after this time frame..

4.13 In the event of unforeseen circumstances that prevent us from fulfilling the delivery of your order, we reserve the right to cancel the order. In such cases, we will provide you with a full refund for all amounts paid.

4.14 In the event that the Goods do not fit in the required room at the delivery address, customers have the option to order a different product as a replacement. This policy ensures that customers are able to receive a suitable product that meets their needs, even if the original item cannot be delivered.

• You must pay the difference between the price of the Goods and any replacement product which is of higher value;
• You shall not be entitled to a refund of the difference between the price of the Goods and any replacement product which is of lower value; and
• You must pay an additional delivery charge and our reasonable administration costs.

4.15 If You cancel your order after it has been despatched or refuse delivery, You will be liable for a return charge of £45 per item. The returns charge will be deducted from any refund due. See “Cancellations – term 7” below for more information.

4 .16 If you miss your delivery, you will be liable for a re-delivery charge of £39.95.

5. Disposal:

5.1 The collection and disposal of Your old mattress for recycling is an additional and chargeable service. All items for disposal must be wrapped (unless you have paid for the “Room of choice service – see term 5.2). We reserve the right to refuse collection of the items if they are not wrapped.

5.2 If you have paid for “Room of Choice” together with Disposal, then the courier shall arrange for the removal of the mattress (on a like for like basis). Sheets and any other bedding should be removed prior to the courier’s arrival.

5.3 Under no circumstance should items for disposal be left exposed to the weather and become wet or soiled. We reserve the right to refuse collection in this instance. In addition, Our courier may refuse to collect such items if they are reasonably concerned about contamination of other customer orders on their vehicle or for Health & Safety reasons. In this instance a full refund of the charges for the disposal will be given, however We reserve the right to charge an administrative fee up to £39.99 and You will be responsible for the disposal of such items.

6. Warranty & Guarantees:

6.1 We guarantee (the “Guarantee”) all items for a minimum of 12 months from the date of Delivery, and the Goods will:

• be of satisfactory quality;
• be fit for the purpose for which they are designed and supplied;
• be free from material defects in design, material and workmanship; and
• comply with all applicable statutory and regulatory requirements for selling the Goods in the United Kingdom.

6.2 Some mattresses also benefit from a free limited warranty of up to 15 years. See our “Product Warranty” information for more details.

6.3 The Guarantee covers normal domestic home use only and does not apply to any defect in the Goods arising from fair wear and tear, wilful damage, accident, negligence by You, commercial use, failure to follow Our written instructions regarding care of the Goods, or any alteration or repair to the Goods which you carry out without Our prior written approval.

6.4 In the unlikely event you do have a warranty claim, we request photographs of the fault to forward to the manufacturer who can then authorise immediate action for the warranty claim.

6.5 If you inform us that the Goods have developed a fault in breach of the Guarantee, we require photographs of the fault.

6.6 If the fault cannot be accessed from a photograph, we may require inspection of the Goods. As the inspection is carried out with an independent company a deposit of £30.00 is required to be paid. If the product is found to be faulty on inspection, the deposit will be refunded.

If no breach of the Guarantee / Warranty is found, we will decline any further action, but provide full details of the reasons for our decision. You will be provided a copy of the reports completed by the inspection specialist.

6.7 If you would prefer to use an inspection service of Your choosing, then this must be done at Your cost. Recognized independent specialists include HomeServe, FIRA and Ecomaster. A written agreement must be obtained from Us prior to an inspection being carried out.

6.8 In the event that Goods are found to have breached the Guarantee, We will follow a fair and fast process. We will either repair or replace the Goods free of charge. We will do our best to agree with You which remedy would be most appropriate.

6.9 The Guarantee shall apply to any repaired or replacement Goods we supply to You and starts from the original delivery date for the rest of the Guarantee / Warranty.

6.10 There will be charges applied to warranty claims made after the first 12 months. These vary depending on manufacturer, and any charges will be clarified before a warranty claim is processed.

6.11 Any claims made after 12 months from delivery are subject to transport charges.

7. Cancellation & Returns:

.1 The Buyer may cancel the goods at any point after placing their order, but no later than 14 working days from the day of delivery, and the Goods must be unused. Intention to cancel can be notified to Us by:

• Emailing to [email protected]
• Calling Customer Services on 01293 536489
• Writing to us at Hamsey Trading Limited, Unit 5 Gatwick International Distribution Centre, Cobham Way, Crawley RH10 9RX

7.2 Made to Measure Items (see definitions) cannot be cancelled once the order has been accepted by Us. The Consumer Rights Act 2015 states that goods made to the consumer’s own specifications are excluded from the cancellation rights. This does not affect the consumer’s rights to redress under the Sale of Goods Act if the goods do not conform to the contract. Please refer to term 8 in the event the goods are; damaged on arrival, faulty or the order is incorrect.

7.3 Due to the hygiene aspects associated with some items (e.g. mattresses, pillows, mattress protectors, duvets), we reserve the right to reject cancellation if these items have been used. This does not apply if the items in question are found to be faulty.

7.4 Buyers may open the outer packaging to inspect a product on delivery but must not remove the heat-sealed mattress bag, should you wish to test the mattress. If in the unlikely event the Goods are then rejected, the Buyer must ensure reasonable care of the Goods and they are returned to Us (see returns address below term 7.6) unopened, unused, in an ‘as new’ condition complete with all instructions included.

7.5 Intention to return Goods must be notified in writing within 14 days of delivery either by:

• Emailing to [email protected]
• Calling Customer Services on 01293 536489
• Writing to us at Hamsey Trading Limited, Unit 5 Gatwick International Distribution Centre, Cobham Way, Crawley RH10 9RX

7.6 The Buyer may return the Goods (at the Buyers cost) in their original condition, unused and adequately packaged to prevent damage. All goods must be returned to: Hamsey Trading Limited, Unit 5 Gatwick International Distribution Centre, Cobham Way, Crawley RH10 9RX

Deliveries can only be accepted Monday to Friday 9am – 4pm. Please supply the courier with Our telephone number, should they have any issues trying to deliver the goods to Us.

7.7 Orders paid with Finance can only be cancelled within 14 days of placing the order. Please note: custom orders manufactured to customer’s specifications (including non-standard sizes) are non-returnable / refundable.

7.8 Following collection or return, if the Goods are found to be damaged (and the damage is not the result of our actions), We will seek to recover the cost of remedying the damage from the Buyer.

7.9 Our cut-off times for cancellation are as follows – Bed frames 1pm and all other Goods 4pm. If you cancel your order after these times or refuse after it has been despatched, you will be liable for a return charge of £45 per item.

8. Damaged or Disputed Goods:

8.1 We will exchange any mattress that is either damaged or faulty upon delivery only when the customer follows all our Terms and Conditions that apply.

8.2 Before processing a damaged / disputed goods claim, we will require a photograph of the damaged / disputed goods before any action can be processed.

8.3 It is the responsibility of the customer to check the goods have been delivered in good condition.

8.4 If you are unable to check the goods for damage before signing the delivery note, please sign for the item as damaged.

8.5 If you sign for an item as delivered in good condition and you subsequently notify us of damage, this may affect your eligibility for an exchange.

8.6 Our Customer Services team is dedicated to ensuring your satisfaction. If you encounter any faults or damages with your product, please reach out to us within 24 hours of delivery. You can easily notify us by sending an email to [email protected], and we will assist you promptly.

8.7 This product comes with a clear policy for reporting damages, ensuring customer satisfaction and prompt resolution. Customers are encouraged to send photographic evidence of any damages via email to [email protected] within 24 hours of notification. This streamlined process facilitates efficient handling of issues, allowing for quick assessments and necessary actions to be taken.

9. Refunds:

9.1 Refunds will be made to You as soon as possible and in any event within a period of 14 days from receipt and checking the Goods are as new and complete.

9.2 If Goods have been Delivered, then a refund cannot be made until the Goods have been returned and checked as complete and as new.

9.3 If You participated in an offer (for example, buy a bed for £999 and get £100 worth of free bedding) You must return both items to get a full refund. If You only returned the bed in the given example, You would only be refunded £899 to cover the price of the bedding.

9.4 Any refunds will be subject to deduction of Cancellation charges, where appropriate. See point 7.8 above for further details.

9.5 Unfortunately, we cannot authorise refunds or exchanges on any products that have been unpacked and slept on. Products which are part of a Sleep Trial offer may be exchanged under the Terms and Conditions of the Sleep Trial (See individual Sleep Trial terms and conditions for more details).

9.6 Where possible, We will liaise with the manufacturer with regards to an exchange – it is the sole discretion of the manufacturer to offer an exchange if this circumstance should arise.

9.7 Exchanges, where applicable, will incur additional costs.

10. Risk & Ownership:

10.1 Responsibility for the Goods passes to You once the Goods are Delivered.

10.2 Ownership of the Goods will only pass when cleared funds have been received from the Buyer in full, regardless of whether delivery has taken place.

10.3 Where You have decided to pay through Our finance options, ownership of the Goods will only pass to you in accordance with the terms of Your finance documentation.

11. Ex-Display & Marked Items (Clearance):

11.1 If You have purchased ex-display or marked items from our clearance section, the price of these items reflects the fact that they may have sustained fair wear and tear or marked as indicated and they cannot be returned or refunded unless faulty.

11.2 If an ex-display is deemed to have breached the Guarantee, We will choose to either repair the item or refund the price paid for the item, as ex-display items cannot be replaced with a full price item.

11.3 It is Your responsibility to check that ex-display and marked items are in a satisfactory condition when placing Your Order.

12. Accuracy of Information:

12.1. We take great care to faithfully reproduce all descriptions & specifications as provided by the manufacturers, however, errors may occur. If you are in any doubt, we recommend that you contact our Customer Service team to discuss the item in more detail.

12.2. The illustrations and colours are representative only.

12.3. All sizes are correct according to the manufacturer’s specifications, subject to tolerance +/- 2 inches (5cm).

12.4. All items are subject to availability.

12.5. All details, specifications and prices are accurate at the time of publication, but may subsequently change. While we make every effort to ensure that the mattresses shown are as close as possible to the actual specification and size, there may be variations due to the nature of the medium.

12.6 We reserve the right to alter specifications as advised by the manufacturers.

12.7 Responsibility for checking the dimensions of your mattress or bed lies solely with You. We cannot be held responsible for customers ordering the incorrect size or not checking the dimensions before purchase.

12.8 The information on this website is given in good faith and for general information and interest only. It is subject to change without notice. We are not responsible for any inaccuracies and (except as set out in term 14.4) makes no representation and gives no warranty as to its accuracy.

12.9 The information in this website should not be relied on and does not constitute any form of advice or recommendation. By using this website you confirm that you have not relied on any such information. Any arrangements made between you and any third party named or referred to on the website are entirely at your sole risk and responsibility.

12.10 Nothing on this website is intended to be nor should be construed as an offer to enter into a contractual relationship.

13. Events Outside Our Control:

13.1 We will not be liable or responsible for any failure to perform Our obligations under the Order that is caused by events outside Our reasonable control. These include (without limitation);

• delays caused by one of Our suppliers.
• strikes, lock-outs or other industrial action;
• fire, explosion, storm, flood, snow or other natural disaster;
• unavailability of public or private telecommunications networks.

13.2 Our obligations under these Terms and Conditions are suspended for the period that such events continue, and we will have an extension of time to perform these obligations for the duration of that period.

14. Limitation of Liability:

14.1 We do not accept any responsibility for damage to Your property during Delivery other than damage due to Our negligence when Our liability is limited to Your direct costs to repair that damage.

14.2 Our total liability in connection with or arising from the Order, whether in negligence or otherwise, shall be limited to the value of the Goods.

14.3 We shall not be liable for any indirect or consequential losses, costs or expenses in connection with or arising out of the Order.

14.4 Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or any other liability which may not otherwise be limited or excluded under applicable law.

15. Privacy Policy:

15.1 We use the information supplied by you through the ordering page to process and fulfil your order. We will use your details in accordance with our “privacy policy” and “GDPR” procedures.

16. Contact Us:

16.1 For questions, requests to amend Orders, requests to change Delivery details, requests for refunds and all other queries You may contact Us by either: 

            Emailing to [email protected]

            Calling Customer Services on 01293 536489

Writing to us at Hamsey Trading Limited, Unit 5 Gatwick International Distribution Centre, Cobham Way, Crawley RH10 9RX

17. Fraud Prevention:

17.1 We retain the right to investigate any order placed on this website or by phone that it suspects to be fraudulent. Any such order will not be delivered until it is proven that the order is bona fide. Should We be unable to prove that an order is bona fide or to contact the Buyer then the monies will be refunded to the original payment card used and the order will be cancelled.

17.2 For your protection, to ensure that your credit, debit or charge card is not being used fraudulently, we will validate your name, address and other personal information supplied by you during the order process against appropriate third-party databases. By accepting these Terms and Conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. Please be assured that this is only done to confirm your identity.

17.3 A credit check is not performed, and your credit rating will not be affected. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.

18. Complaints Policy

• 18.1 If for any reason you would like to make a complaint about our service provided please write to the Complaints Manager 
• Emailing to [email protected]
• Writing to us at Hamsey Trading Limited, Unit 5 Gatwick International Distribution Centre, Cobham Way, Crawley RH10 9RX

19. Alternative Dispute Resolution (ADR)

19.1 Alternative Dispute Resolution is available.

20. Non-Permanent Promotions

20.1 Conditions relating to General Non-Permanent Promotions

• Promotional codes entitle you, at the time of ordering, to a saving equivalent to the discount advertised at the time.
• Hamseys.co.uk reserves the right to decline orders where, in its opinion, a promotional code is invalid for the order being placed.
• Only one promotional code can be used on any order.
• Promotional codes have no monetary value and cannot be exchanged for cash.
• In the event of part of the order being returned, the value of the discount applied on that order will be spread between the goods proportionately. The sum in cash exceeding this value will be returned to the customer. The promotional discount will not be applied to replacement items, if the offer is still valid at the time of making a return – you should place a new order using the original promotional code.