Returns & Refunds

1. Returns Process

a) We recommend that you keep the mattress for at least 14 days before contacting us to send it back. The mattress will mold to your body and if it is different from what you had before, it will take some time to get used to.

b) We do offer a 100 night trial as outlined in our Terms & Conditions page so if you do decide to send the mattress back to us, simply email returns ( at ) otty.com to begin the process. We will not begin the returns process without the written notice by email. We will not accept the return request via Online Chat or Phone.

c) We will arrange for a special protective cover to be sent to you to cover the mattress. Once you have received it and prepared the mattress for pick up, we will arrange a convenient date for our courier to come and collect it. Please note there is no time allocation and the collections can only be booked between 9AM and 5PM between Monday and Friday.
Someone needs to be available at the point of collection to hand over the mattress to our courier, or it can be left in a safe place at your responsibility.

d) Once the item arrives back in our warehouse, it will be thoroughly checked by our staff and as long as it is in a good, reasonable condition, we will refund the price you paid back to you.
Please note that if the mattresses cover is stained, ripped, or damaged in any other way, a charge for cleaning or replacement of the cover will be deducted from your refund. 
We recommend that you take the cover off and throw it into the wash, or dry cleaners, before sending it back to us. 

d2) If the mattress itself is dirty upon receipt, a cost of up to 30% of the mattress Retail Price will be charged before the refund can be made.

e) If you purchased using a deal or a discount code and decide to return the mattress, you will also be required to return any free items you have received as part of the deal, or purchase them at the retail price of the items at the time of return.

f) Any items received free with the mattress, cannot be returned once they have been opened, in exchange for a monetary discount or another item.

g) In case of the product developing a defect, it is under 10-year warranty and we will replace it for you upon confirmation of the defect.

h) Returns costs of OTTY pillows and/or pet beds will need to be paid for by the customer. We can offer the use of our couriers but the cost has to be paid by the customer, before they are booked in.


2. Refund Process

a) Upon receipt of the return in our warehouse, our staff will inspect the mattress and advise us whether it is in a reasonable condition to offer a full refund.
As mentioned in sections 1d. & 1d2., the mattress has to be in good condition or a cost will be applied for replacement of the cover/parts of the mattress.

a2) The refund will be held back if any part of the order has not been returned. This includes any free gifts received with the mattress, unless otherwise agreed in writing, with a member of our team.

b) The refund will be processed within 14 days of the receipt of the mattress in our warehouse. It can take 5-10 working days for the payment to be received in your account, depending on your bank's processing times.

c) The refund will be returned automatically to the payment method used for payment. There is, unfortunately, no way for us to change this.


3. Size Exchange Process

a) If you have ordered a mattress and a different size has arrived, we will be able to replace it for you based on certain factors.

b) If you have ordered the incorrect size and realised before the item is shipped, we will be able to simply change the order to the correct size and only charge/refund the difference in price. Please simply notify one of our customer service team and they will arrange that for you.

c) If you have already received the mattress, there will be an admin fee of £50 to collect and replace the mattress. The difference in price will be refunded or will need to be paid.

e) For any further information, please contact our customer services via the online chat, or call 0330 111 2222

f) The size exchange process will invalidate your 100 night trial.