Returns and Refunds

We have developed our stress-free returns and refunds policy to ensure our customers can have a peace of mind when ordering any of our products. 

The last thing we would ever want is your bed or mattress to develop a fault or arrive damaged.  However, in the unlikely event of this, we will be more than happy to discuss the next steps.  We want our customers to be fully satisfied with our products. 

Damaged or faulty items

We recommend that you inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can take steps to quickly resolve. We request you take pictures of the damage or fault to expedite the returns process.

Missing Parts

If, in the rare event you are missing any parts or fixings, then please contact us immediately to allow us to get your parts to you straight away.

Returns

You can return an item within 14 days from the date of your delivery, providing you still have the original packaging, with any labels still attached, the item is in pristine condition and it has not been used in any way.

We will ask for photos to be emailed to us to make sure the packaging is adequate for our couriers to collect.

Due to hygiene reasons we are unable to accept back any mattresses or bedding products that have been removed from their original packaging.

If you would prefer to arrange your own courier to return your item(s), just let us know which you'd prefer. However, we cannot be responsible for any damage or loss incurred during the transit process. 

To start a return, you can contact us at hello@soneca.co.uk. If your return is accepted, we will send you instructions on the returns process.

Terms and Conditions of Returns

1. If the item is damaged or faulty, we will collect the item free of charge and provide you with an exchange or full refund within 30 days of purchase.  
2. All of our products are made to order and are specifically tailored to your requirements, if you decide that the product is not quite what you were looking for, then don't worry, you can return the goods and receive a refund, less a fee 50% return fee. This is in order to help cover some of our costs for the made-to-order item. 

Refunds

We will raise any refunds at the time of cancellation, however these cannot be finally processed until the goods to be returned have reached us.  We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. Upon approval, you’ll be automatically refunded on your original payment method.  

Please remember it can take a few days from when we issue the refund, and for your bank or credit card company to process the refund, and deposit the money into your account.