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Milton Keynes: 01908 990 090 Aylesbury: 01296 706 210
Newbury01635 886 563

Terms & Conditions

Bed experts you can trust.

Did you know that you spend approximately 26 years of your life asleep? That's a lot of hours on the clock. Mattress Medics are your local experts in beds and mattresses with more than 20 years experience in helping people get a good night's sleep. We sell quality mattresses in every size - including super king and are proud to have created our own Orthopaedic mattress range Orthopure. To find out more about our products drop by our showroom or call 01296 706210 today.

Help Us to Help You...

Your satisfaction is our business and we strive very hard to advise you on the best product for you to suit your requirements. Please take the time to read through the terms and conditions of our service to ensure that everything goes as smoothly as possible with your new purchase. If you have any queries or would like further advice, please do not hesitate to contact us and we are on hand to help you.

Terms and Conditions, from June 2016

General
1:1 These terms and conditions apply to all orders placed with Mattress Medics. By placing an order with Mattress Medics you are  accepting to abide by these conditions. Please read them carefully and contact our customer Service team if you have any questions.
1:2 If you do not wish to comply with these terms and conditions, then you should not place an order and enter into a contract with Mattress Medics.

1:3 Please note that these terms and conditions do not affect your statutory rights.
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Orders – Making a contract with us
2.1 When you place an order with us, you are making an offer to buy goods.
2:2 All orders are subject to acceptance. All details supplied to Mattress Medics must be true and accurate.
2:3 If there are any problems with your order we aim to contact you as soon as we can.
2:4 All images displayed are indications of the product, some items may have small variations in ticking and colour.
2:5 To place an order with us please follow the step by step guide on our website or contact out sales team who will assist you or place the order over the telephone.
2:6 To place an order with us, you must be a UK resident and over 18 years of age.

Errors
3:1 In the event that any product is displayed with an inaccurate price we have the right to withdraw and cancel the order.
3:2 Any errors that have been made in the description of our products will be rectified as soon as possible.

Price and Payment
4:1 Prices displayed are inclusive of VAT at the UK standard rate of 20%.
4:2 The total price payable, for all items ordered, will be debited, from the account provided, at the time that the order is placed.
4.3 We can only accept payments from U.K registered accounts.
4:4 We accept most major credit/debit cards including Visa, Delta, MasterCard and Switch and we use a secure payment method.
4:5 You must confirm that the credit or debit card being used is yours in order to purchase product (s) on our website or over the telephone.
4:6 All billing information given must match those held by the bank that issues the card that you are paying with. Failure to supply the correct information may lead to a delay or cancellation of your order. Your order will only be processed once the payment has been authorised.
4:7 All credit/debit card holders are subject to validation checks and authorisation by the card issuer and the merchant bank. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, without prejudice to clause 12, we shall be permitted to cancel our contract with you.

Availability of Goods
5:1 All products and services are subject to availability and may be withdrawn at any time.
5:2 Any goods that we are unable to supply will be refunded in full or the monies can be used for an alternative product.
5:3 Any items that are not in stock have a lead time. This lead time is an ESTIMATED time, in working days, supplied to us by the manufacturer of the goods. The manufacturer aim to supply us with the goods within this time; however this is not always possible. Where there are delays we aim to notify you as soon as we are informed.

Made to measure items
6:1 These are goods that are not stock items and are made to your specific requirements, e.g. special sizes or items that are made to non standard specifications. It is important that you are happy with the items that you are purchasing as they are non returnable and non refundable (unless they are faulty or miss described).
6:2 Once the items have been made and/or dispatched to us you will then be unable to cancel this order and will not be entitled to any refund (unless the product has a manufacturing fault or was miss described).

Deliveries
7:1 We offer free weekday delivery within 20 miles of purchase. You will be offered an estimated morning or afternoon timeslot on a prior agreed day. Every effort will be made to accommodate any specific requests you may have regarding your time slot. When unforeseen circumstances affect our meeting these agreed timeslots, you will be contacted on the contact number you provided to advise you of the situation and make every effort to meet your expectations.
7:2 On receiving your goods please check over your items to ensure that they look to be intact before signing for them.
7:3 Notifications of claims – If your goods are damaged when you receive them, please note on the delivery sheet and refuse the items with the driver. Please contact Customer Services who will be happy to rectify this problem as soon as possible.
7:4 If you do sign for goods and later discover them to be damaged, please contact customer services as soon as possible and be aware that we may require photographic evidence of the damage before action can be taken.
7:5 Shortages – It is your responsibility to sign for the correct number of packages shown on the delivery sheet, please note any shortages and contact Customer Services. Incorrect items – Please refuse any incorrect items and mark the delivery sheet as incorrect items. Please contact Customer Services.
7:6 All delivery times are estimated and Mattress Medics reserve the right to amend deliveries if necessary. Please note that dispatch will not take place if you have not confirmed delivery.
7:7 Please ensure that your property is directly accessible to a vehicle which is approximately the size of a fire engine. If there is no direct access for our delivery drivers, or the access is restricted for parking, the delivery may not be made and you will be responsible for the associated carriage charges.
7:8 Mattress Medics cannot cover any losses arising from incomplete or damaged deliveries.

PLEASE DO NOT DISPOSE OF YOUR EXISTING ITEMS UNTIL YOU HAVE RECEIVED YOUR ORDER FROM US.
8.1 Where deliveries are concerned there are occasionally unavoidable issues that can make it impossible to get your order to you, such as road closures, vehicle breakdown or inclement weather conditions. We therefore advise that you do not dispose of any of the items that you are replacing until you have received your goods from us.
8:2 Please be aware that, where we use a carrier, we are not always able to control the delivery process and have to rely on the information that we are given. Please be patient with us and we will do our very best to assist you.
8:3 If you have supplied incorrect delivery details we will do our best to get your items to you as soon as possible (once we have the correct information). However there will be a charge for this (see section 9).
8:4 Please note that we cannot be held responsible for any losses arising from a late or failed delivery.

Amending deliveries
9:1 Amendments to date/addresses before the item has been dispatched from us – Free
9:2 Amendments to date/addresses after the items have been dispatched from us but before the delivery has been made – £10 (this may effect the delivery date)
9:3 Amendments to date/addresses after a delivery attempt has been made – £20 (this may affect the delivery date)
9:4 Failed delivery attempts, due to no one being at the property – £15 to reattempt (not guaranteed same day).
9:5 Failed delivery attempts, due to customer supplying incorrect information – £15 to reattempt (not guaranteed same day).
9:6 Two man deliveries are pre booked and amendments to date/ address can be made for free up until the goods are picked for dispatch (usually day of delivery). After the goods have been picked for dispatch we will charge a further £15 for any amendments, this cost has to be met by the customer.

Risk
10:1 We recommend that there is a responsible adult to take delivery of any goods and to sign for these goods on delivery. If you require the goods to be left without a signature, Mattress Medics will not be held responsible for any theft or weather damage of your goods. The goods will be left at your own risk and will only be left if there is a signed and dated note, with the customer’s permission, for the driver to take. We do not recommend that your goods are left outside, due to threat of weather damage or theft.
10:2 When delivery has been made it is the customers responsibility to take reasonable care of the items.
10:3 When room of choice delivery is requested by the customer Mattress Medics staff will carry this out at their discretion assessing the available access and health and safety risk factors. Mattress Medics can not be held responsible for any damage caused to the product or the property during installation, this service is offered at customer’s own risk. Mattress Medics reserve the right to refuse delivery in the interests of the health and safety of staff.
10:4 Please ensure that there is adequate access into your property without trip hazards or other reasonable health and safety risks, ensure pets and children are kept safely out of the way while our staff are delivering. Mattress Medics can not be held responsibility for the safety of children and pets due to inadequate supervision.

Faulty items
11:1 If your item develops a fault we will deal with your complaint in accordance with your rights under the Sales of Goods Act 1979. You will also be supplied with a warranty/guarantee, which is in addition to your statutory rights.

Cancellation/Returns
12:1 Refunds or exchanges will not be offered for non-faulty items.
12:2 If you wish to cancel or amend your order we will require confirmation in writing within 7 days of your original order date.
12:3 Please check over your goods on delivery to ensure that the packing is intact and all items appear to be in good condition before you sign for them. If you find your goods to be faulty, damaged or incorrect please refuse the items and contact Customer Services as soon as possible. If you find that your goods are damaged after you have received them please notify us as soon as possible with visual evidence. We ask that you inspect your goods within a reasonable time scale and prior to them being transported anywhere else.
12:4 If cancellation is agreed for any other reason at Mattress Medic’s discretion there is a restocking fee of £100. This amount will be deducted from the total amount due.

Privacy Policy

Mattress Medics (us/we/our) is committed to protecting customers (you/your) privacy. This privacy policy explains how we use the information we collect about you, how you can instruct us if you prefer to limit the use of that information and procedures that we have in place to safeguard your privacy.

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INFORMATION COLLECTION AND USE
We respect your right to personal privacy. To that end, we collect and use personal information throughout our website only as disclosed in this privacy policy. This statement applies solely to information collected on this website.
When you shop on this website, we will ask you to input and will collect personal information from you such as your name, e-mail address, billing address, delivery address, telephone number, product selections, credit card details or other payment information. We may also collect, and our third party providers may collect, information about where you are on the internet (eg the URL you came from, IP address, domain types like .co.uk and .com), your browser type, the country and telephone area code where your computer is located, the pages of our website that were viewed during your visit, the advertisements you clicked on, and any search terms that you entered on our website.
We confirm that any personal information which you provide to us (or which is available on public registers) and any user information from which we can identify you, is held in accordance with the registration we have with the Information Commissioner’s Office. We use your information only for the following purposes:

– Processing your orders;
– For statistical purposes to improve this website and its services to you;
– To administer this website;
– If you consent (and you impliedly consent if you purchase our products on-line using our website), to notify you by e-mail of similar products or special offers that may be of interest to you.

Your personal information may be disclosed to third parties who will help process your order. We require all such third parties to treat your personal information as fully confidential and to fully comply with all applicable United Kingdom data protection and consumer legislation from time to time in place. We will not release your personal information to any company outside of Mattress Medics for mailing or marketing purposes.

You should be aware that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your personal information and/or user information we are entitled to do so.

We use cookies to keep track of your current shopping session to personalise your experience and so that you may retrieve your shopping cart at any time. If you do not accept cookies you will be unable to use this website.

Updating Your Details

You are in control of any personal information you provide to us on-line. If any of the personal information that you have provided to Mattress Medics changes, for example if you change your e-mail address, please e-mail us your correct details.

Your Consent

By submitting your information you consent to the use of that personal information for the purposes as set out in this privacy policy. Please check back frequently to see any updates or changes to our privacy policy. Please note that any marketing e-mail sent to you in accordance with this privacy policy will always invite you to contact us by e-mail having typed the word “stop” if you no longer wish to receive further marketing e-mails from us.

Contact Us

We welcome your views about our website and privacy policy. If you would like to contact us with any queries or comments, please send us an e-mail.

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