If you are not completely satisfied with your purchase, simply return the item(s) to us in their original condition within 14 days of receipt. Our customer service team will provide you with a return label or arrange a collection with you. Any product you return must be in the same condition you received it and in the original packaging.

How long does the return take?

Please allow up to 14 working days from the date we have received the parcel for the item(s) to be checked and for the return to be processed.

We are not able to accommodate changes in the delivery address once the order has been placed. Please make sure your delivery address is correct at the time of order. If a change in delivery address is required, please cancel your order and place a new one.​​​​​​​

30 Day Free Return policy

Your Simba Refurbished Mattress is backed up by our 30 Day Free Return Policy, meaning you can return your mattress for any reason within 30 days for a full refund.

Please contact us if you are not completely satisfied with your purchase and our customer service team will help you. We will organize the collection of your item for free and process your refund once your mattress has been collected.

If you prefer to return the item by your means, please note the return cost will not be refunded. Please note, the mattress you return must be in the same condition you received it.

How long does the refund take?

Please allow up to 14 working days from the date we have received the parcel for the item(s) to be checked and for the return to be processed.

To give you further peace of mind and help you sleep easy, we agree to replace any Certified Simba Refurbished Mattress which fall within the scope of this 1-year guarantee:

1 - This guarantee applies exclusively to “Certified Refurbished” Items sold on eBay by Simba Sleep.

2 - This guarantee was updated and only applies to Certified Refurbished Mattresses ordered on or after the 15th February 2021.

3 - This guarantee covers any defects that arise within 12 months of the date of delivery and allows for, at Simba Sleep’s discretion:

(i) a full refund after collection of the mattress for 90 days from the date of purchase; or
(ii) a repair with new or refurbished parts for 12 months following the delivery at no additional charge; or
(iii) a replacement of either the same or better specification at no additional charge.

4 - This guarantee does not affect your statutory rights. This guarantee applies automatically, free of charge, to all eligible Certified Refurbished Items that are purchased in the United Kingdom.

5 - We reserve the right not to honour claims under this Guarantee at our discretion, in any circumstances, which include, but are not limited to, the following:

(a) the fault complained of relates to the normal softening of the Mattress with age, whether attributable to the settling of the materials or otherwise;

(b) the fault complained of is normal wear and tear which could reasonably be expected to result from the Mattress being used as a mattress for sleeping on and in accordance with our instructions;

(c) the fault is the result of any kind of accident, abuse, negligence or wilful damage whether by you or any other person, animal, weather event or otherwise;

(d) the fault is the result of a force majeure event or act of nature beyond our reasonable control, including but not limited to fires, floods, natural disasters, wars or acts of terrorism;

(e) the Mattress is in a soiled or unsanitary condition;

(g) the complaint relates to comfort preferences or localised firmness changes in the mattress.

(h) where the mattress is not used for its intended purpose as a mattress for sleeping on, or is used in a manner contrary to our instructions regarding use, including without limitation, use by any individual weighing more than 18 stone (114kg), or where you fail to rotate your mattress (by rotating the mattress from “head to toe” on a horizontal plane, as opposed to “flipping” the mattress on a vertical plane) regularly - once a month through the first 200 nights, then at least every six months for the rest of its life;

(i) where the mattress has been used without reasonable care. A user will be considered to have lacked reasonable care in circumstances which include but are not limited to the following:

   (i) use without bed linen;
   (ii) use with an unsuitable bed base. We consider a suitable bed base as including, but not being limited to, a supportive, dedicated mattress platform designed specifically for supporting a mattress, including a sprung or slatted bed frame, a divan base or a box spring. The slats on any slatted bed frame must be more than 2 inches in width and be no greater than 3 inches apart (most slatted bases are designed like this anyway). We don’t recommend the floor and other similar solid surfaces for our mattresses because they prevent the mattress from breathing and ventilating on a vertical plane. These details regarding suitable bed bases are examples, given as non-exhaustive guidelines only, and Simba reserves the right to determine in writing whether a given bed base is suitable or not. Where you have any doubt as to whether a bed base, surface or platform is suitable, contact us and we will be able to confirm this for you in writing.
   (iii) the mattress being, handled or otherwise dealt with improperly, including by storing it on its side (we recognise that carrying and/or transporting the mattress on its side may be necessary from time to time in order to effect its movement between rooms and/or premises, but we recommend keeping any such movement to a minimum); and/or
   (iv) any other treatment which we reasonably consider as lacking the requisite degree of care.

(j) where an attempt is made to alter or repair the mattress without Simba Sleep’s approval, consent or instruction or attempt to clean the mattress with improper cleaning products or techniques.

6 - Upon seeking to claim under this Guarantee, Simba may require that your Mattress is inspected in person by our independent inspection agent. Where you decline to facilitate this we shall be entitled to reject your claim. The report produced following such inspection may be used to assist us to determine whether your Mattress falls within the scope of this Guarantee and therefore whether it is eligible to be replaced. Simba (with reference to the report of our inspection agent, if such is commissioned) is the sole arbiter of whether a mattress is faulty and qualifies for a replacement under this Guarantee.

7 - If Simba decides that you may receive a replacement Mattress, the replacement will be delivered to you by our standard delivery method at no cost to you within 30 days of your claim being accepted.

8 - Simba will either collect the faulty Mattress upon delivery of the replacement, provided the collection address is in the country of purchase, or if agreed, arrange for you to return the Mattress to us.