Terms and Conditions

This page contains the consumer Terms & Conditions on which we, MASA Sleep, sell any products listed on our website. These Terms & Conditions apply only if you are a consumer.

You should understand that you agree to be bound by these Terms & Conditions by ordering any of our products. Please understand that if you refuse to accept these Terms & Conditions, you will not be able to order any products from our site.

1. General

1.1. These Terms & Conditions apply to all orders placed online. By placing an order with MASA Sleep, you agree 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 & Conditions, you should not place an order and enter into a contract with MASA Sleep.

1.3. Please note that these Terms & Conditions do not affect your statutory rights.

2. Orders and Contracts

2.1. By placing an order through our site, you warrant that you can legally enter into binding contracts.

2.2. All orders are subject to acceptance. All details supplied to MASA Sleep must be valid and accurate. If we accept the order, we enter into a contract with you.

2.3. If there are any problems with your order, we aim to contact you as soon as possible.

2.4. All images displayed on the website indicate the product; some items may have slight ticking and colour variations, usually due to different screen resolutions.

2.5. Suppliers of covers and borders may modify the product without prior notification as long as it does not affect the integrity of the product.

2.6. If you have difficulty placing an order, please contact our customer service team, who will assist you.

2.7. If you are claiming cashback through a third-party platform, then please note that you cannot use a discount code in conjunction with this.

3. Errors

3.1. If any product is displayed with an inaccurate price, we have the right to withdraw and cancel the order before a contract is made.

3.2. If there are any errors in the product information displayed on our website, we will rectify them as soon as possible. We do not accept responsibility for any errors in a product if they have already been delivered.

4. Price and Payment

4.1. Prices displayed on our website are inclusive of all taxes. The price you see displayed is the price you pay. 

4.2. We do not offer any VAT returns or VAT refunds for the United Kingdom.

4.3. The total price payable for all items ordered and the delivery charge (if any) will be debited from the bank account provided by you when you place the order. If we don’t accept the order (see Section 2 for order contract information), we will refund you the total amount you paid.

4.4. We can only accept payments from UK-registered bank accounts.

4.5. We accept most major credit/debit cards, including Visa (including Visa Electron and Visa Debit), MasterCard, Maestro, American Express, JCB, MasterPass and Amex, alongside payments made through PayPal.

4.6. When you are paying by card, all billing information must match that held by the bank that has issued this card. Failure to supply the correct information may lead to a delay or cancellation of your order. Your order will be processed once the payment has been authorised and we have accepted the order (see Section 2 for order contract information).

5. Goods Availability

5.1. All products and services are subject to availability and may be withdrawn at any time.

5.2. Any goods that we cannot supply will be refunded in full, or you can use the money for an alternative product on our website.

5.3. Any items that are not in stock have extended delivery dates which are estimated. You can still purchase these products. We will aim to deliver them on the delivery date advised by our customer service team and/or displayed on our website. If the product takes longer than expected to availability of materials, we will do our utmost to deliver the product(s) to you within the estimated delivery dates, but this is not guaranteed.

5.4. When your product is ready, you will receive an email notification sent to you as soon as possible. This will either confirm a date for delivery or arrange a delivery date suited to you.

6. Deliveries

6.1. You will be advised of a delivery timeframe at checkout which is normally a maximum of 2 weeks from the data of order. Our customer service team will get in touch to provide tracking information and an exact date. Deliveries are carried out by two-man courier to the room of your choice up to the first floor. If the mattress needs to go up additional floors then please do get in touch as the courier charges a small fee for this. Please also provide a contact number so we can make sure there are no delays with your delivery. Please bear in mind that taking days off work in order to receive or return a mattress will not be compensated for.

6.2. Delivery days and time

Our delivery service operates from Monday – Sunday excluding bank holidays, between the hours of 7.00am - 8.00pm. Deliveries are carried out by two-man courier to the room of your choice up to the first floor. If the mattress needs to go up additional floors then please do get in touch as the courier charges a small fee for this. 

6.3. Delivery Charges

We do not charge for any Great Britain mainland deliveries. However, we charge an additional amount to deliver to certain postcodes where it’s difficult for the courier services to reach you.

AB, DD, KW, IV, PH

For delivery to the above postcodes, offshore islands, Northern Ireland and the Republic of Ireland please contact us for a quote first as additional costs may be charged by the courier. 

6.4. The standard delivery times for our delivery options vary. You will be advised of a delivery date at checkout which is normally a maximum of 2 weeks from the data of order. Our customer service team will get in touch to provide tracking information and an exact date

Please note that MASA Sleep has no control of when the couriers will arrive.

6.5. If you have any special delivery requirements, please inform us before placing your order to advise if we will be able to meet them.

6.6. Deliveries are carried out by two-man courier to the room of your choice up to the first floor. If the mattress needs to go up additional floors then please do get in touch as the courier charges a small fee for this. 

6.7. You will receive a dispatch notification when we dispatch your order which will contain the contact details of the assigned courier company. We will also include some information on tracking your order online.

6.8. Our delivery service operates from Monday – Sunday excluding bank holidays, between the hours of 7.00am - 8.00pm. Please also provide a contact number so we can make sure there are no delays with your delivery. Please bear in mind that taking days off work in order to receive or return a mattress will not be compensated for.

6.9. Unfortunately due to logistic and courier constraints following Covid 19 pandemic, we are now not able to take away old mattresses.

6.10. If any boxes are missing, please record with the courier how many are missing, accept the boxes delivered and then contact us within 24 hours stating which boxes are missing. Please also provide images of the outside of the boxes you have received, including important information such as the style and box number. Once we have confirmed which items are missing, we will arrange to send them to you as soon as possible.

6.11. Please advise us at the point of order of any special requirements. For example, delivery to a loft conversion, flats or apartments without adequate lifts, limited stairwell access, narrow lanes to your property, inadequate parking for the delivery vans and so forth.

6.12. Please note that your product(s) will be delivered on the date advised in most cases. As all of our mattress are hand manufactured there is a maximum lead in time of 2 weeks from order acceptance to delivery

6.13. Although at MASA Sleep, we always strive to deliver within the advised dates and times, we occasionally come up against problems that can make this impossible. If we cannot make the delivery on the advised date, we will contact you as soon as possible to inform you and make alternative arrangements. Please be aware that when we use third-party courier companies, we cannot always control the delivery process and rely on the information they give us. Please be patient, and we will do our best to assist you.

6.14.1. MASA Sleep are not responsible for any consequential loss of earnings, etc. when you were waiting for your order, but we will always do our best to get your goods to you as soon as possible.

6.14.2. MASA Sleep advises that existing bed frames and mattresses are not dismantled or disposed of until all deliveries have been received and checked and that all parts are present to build the bed frame.

6.15. We also ask you to double check that the mattress size you are ordering will fit in your room, please check our sizes guide for the mattress you are looking at.

6.16. Please ensure that your property is directly accessible to a delivery vehicle approximately the size of a 7.5-tonne vehicle. If you require a smaller delivery vehicle, we can arrange it, but you must let us know when you place your order.

Suppose there is no direct access for the delivery drivers or the access is restricted for parking. In that case, the delivery may not be made, and you wouldn’t be refunded the delivery charges (if such were paid) and may be charged a return fee.

Please note that re-delivery charges may be applicable or any return charges if delivery can not be carried out due to access issues or no one present to receive delivery at the agreed date. Re delivery or return charges for an individual item will up to a maximum of £100. Delivery must be made before a return can be accepted

6.17. MASA Sleep are not responsible for any consequential losses arising from incomplete or damaged deliveries or losses or damages caused by the courier companies and their drivers.

6.18. Orders may be split and delivered on different days or times due to the products' nature and and manufacturing times. MASA Sleep will not accept any claims for consequential losses due to deliveries that have been split upon arrival.

6.19. At present, we don’t ship or deliver worldwide. We can, however, deliver your goods to a UK port of choice where you can arrange onwards delivery for your mattress.

7. Failed Delivery Attempts

7.1. 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). This may cause delays to the delivery and incur additional charges. 

7.2. You don’t have to accept the delivery in person. Anybody can take the delivery on your behalf as long as they accept liability for checking that there are no missing, wrong or damaged items for accepting the delivery.

7.3. If no one can take the delivery on your behalf on the advised date, please contact us as soon as possible to make further arrangements. It may be possible that the courier company will leave the item(s) at a safe location in your premises (a garage, a shed, etc.) or with one of your neighbours. Please note that if you choose to leave a delivery at a ‘safe location’ or with one of your neighbours, you do so at your own risk, and MASA Sleep cannot assume responsibility in the event of missing boxes or damaged pieces.

7.4. If you miss the delivery, please contact us as soon as possible to arrange another delivery date for you. If we have expressly agreed to the delivery date with you, on which you miss the delivery, there may be a charge for us to redeliver up to a maximum of £100 per item. 

7.5. Please note that we are not responsible for any losses arising from late or failed deliveries.

7.6. Orders will be placed on hold when a delivery fails. If delivery is not rebooked, we will cancel the order, and a return to sender fee will apply up to £100 per item. 

8. Risk

8.1. We recommend that a responsible adult take delivery of any goods and check the item thoroughly. If you require the goods to be left outside MASA Sleep will not be held responsible for any theft or weather damage to your goods. The goods will be left at your own risk. We do not recommend that your goods are left outside due to the danger of weather damage or theft.

8.2. Once delivery has been made, the customer’s responsibility is to take reasonable care of the items.

9. Faulty Items

9.1. Should a fault develop with your item, we will deal with your complaint per our Manufacturer's Guarantee Terms & Conditions and conform to your rights under the Consumer Rights Act 2015.

All suspected manufacturing faults should be reported to us in writing within 30 days from delivery. If our Manufacturer's Guarantee covers the product, we will arrange to send you a replacement of the damaged part(s), or at our sole discretion, we may send a full replacement or agree a part refund. The option to receive a refund for the price of the faulty product may be applicable, dependent on our Manufacturer's Guarantee.

10. Returns, Refunds and Cancellations

10.1 Order Amendments 

You have 24 hours after placing your order to change certain detail free of charge. That includes the size of the product you've chosen and your delivery address. In order to make any changes please contact us

For amending store orders: after 24 hours you’ll be charged an administration fee of 20%.

10.2 Returns orders after delivery

Please note that initially, your new mattress can seem a bit too firm. Allow at least 10 days for your body to get used to the mattress and for the mattress to get used to your body. To get the best comfort you also need the right pillow. Make sure you have a pillow that suits you and your new mattress.

We put so much care into selecting our mattress, which makes us very confident that you will be pleased with your purchase. If for any reason your are not satisfied you have 14 days, from the day after delivery, to let us know if there is any reason why you are unhappy with your purchase. We can then arrange for a replacement or refund. You have up to the end of your sleep trial to return the mattress at our warehouse or have it picked up by our delivery team. The length of your sleep trial is detailed on the product listing.

If you did want to return your order, we will require notification in writing and this must be received within the 14 days from the day after delivery. Once we have received this, we can then discuss your options (exchange or refund).

The cost of returning the item will be deducted from the amount to be refunded or will be charged as extra if you are to switch to another model. These costs vary according to your location or the size of the item you have purchased. Alternatively you can return the item at your own cost once the return has been approved for inspection.

All returns must be received in perfect condition. They must always be in the original packaging. It is your responsibility to ensure the original packaging is retained . Whilst using the mattress during the trial period does not require the item remain in the packaging throughout, but you must keep the packaging in case of return.

Please note your sleep trial is valid provided that the mattress to be retuned is not dirty, marked or damaged and is returned in original packaging. Evidence will need to be provided before the mattress can be returned. Please ensure you use a mattress protector from day one to avoid any disappointments

10.3 Returning Items Process

You have up to the end of your sleep trial to return the mattress at our warehouse or have it picked up by our delivery team. The length of your sleep trial is stated on the individual product listing. Please notify us in writing that you wish to return the mattress. Evidence of condition and the mattress being in original packaging will be required before the return can be accepted at our warehouse. We advise you send this in before the item is collected by either your couriers or our delivery team.

The address to return the mattress is 

Unit 8, Ings Road, Batley, WF17 8LT

Please note your return request must be approved for inspection before you can send the mattress back.

10.4 Refund Process

We will usually refund to the same payment method originally used by you to pay for your purchase. We will issues the refund as soon as the goods are returned and their condition accepted. Please note it can take up to 14 days for refunded monies to reach your bank account.

10.5. All time frames and other Terms & Conditions mentioned in Section 10 are per the Consumer Rights Act 2015.

11. Mattress Quality After Delivery

11.1. All mattresses usually take around 10 days approximately to settle to their specified tension, as they take time to contour to each sleeper’s body.

11.2. The one-sided mattresses need to be rotated (so the head end becomes the foot end and vice versa) every  6 weeks for the first 6 months, after that every 3 months.

11.3. The natural fillings and the foam in some mattresses may give out an odour for the initial 6 weeks. When your mattress is delivered, you should let it air in a well-ventilated room until the smell subsides.

11.4 In accordance with our MASA Sleep Guarantee  the following form part of the mattress guarantee:

• Unless otherwise stated in the product description, the five years guarantee is provided with each product from the date of delivery, with a 1 year's guarantee for our Aura Refresh products.
• Ensure all labels are intact and not removed as this may void the warranty.
• This guarantee covers defects in materials and craftsmanship in the components of a MASA Sleep product during normal domestic use only.
• The guarantee covers split seams, damaged springs, broken handles and substantial sagging. This guarantee is to the benefit of the original purchaser of the product, it is not transferable.

11.5 MASA Sleep will examine the product and decide, at its sole discretion, if it is covered under this guarantee. If considered covered, MASA Sleep through its own service operations, will then, at its sole discretion, either repair the defective product or replace it with the same or a comparable product. If it is covered by this guarantee, MASA Sleep will pay the costs of repairs, spare parts, labour and travel for repair staff that MASA Sleep incur, provided that the product is accessible for repair without special expenditure. This does not apply to any repair work not authorised by MASA Sleep. Replaced parts become the property of MASA Sleep. If the item is no longer sold by MASA Sleep, MASA Sleep will provide an appropriate replacement. It is MASA Sleep that determines, at its sole discretion, what constitutes an appropriate replacement.

11.6 This guarantee does not apply to products that have been stored or installed incorrectly, used inappropriately, abused, misused, altered, or cleaned using the wrong cleaning methods or cleaning products. This guarantee does not cover normal wear and tear, cuts or scratches, stains or damage caused by impacts or accidents. This guarantee does not apply if the product has been placed outdoors or in a humid environment. This guarantee does not cover consequential or incidental damage. This guarantee does is void if their is evidence that a mattress protector of suitable quality has not been used with the mattress throughout its use.

11.7 Initially your new mattress can seem a bit too firm. Allow 10 days for your body to get used to the mattress and for the mattress to get used to your body. To get the best comfort you need the right pillow. Make sure that you have a pillow that suits you and your new mattress. All new materials have their own particular smell, which gradually disappears within 6 weeks. Airing and vacuuming the mattress will help to eliminate the smell.

12. Force Majeure and Limitation of Liability

12.1 MASA Sleep is excluded from all liability related to any failure to perform, or delay in performance of, any obligations under a contract that is caused by events out of our control

12.2 The total liability whether negligence or any other losses would be limited to the value f the order

12..2.1 This includes but not limited to profit loss, consequential damages, expenses, lost income, third party claims etc

13. Data Protection and GDPR

We comply with all the statutory requirements of Data Protection Act 1998 as well General Data Protection Regulation and all your personal information is confidential and secure. Your information will never be shared or sold to any third party. Please see Privacy & GDPR Policy.