Returns Slip: Download here

Returns / Cancellations

We are sorry for hearing you might be considering returning your CoolSoft product and we will allow you to return your item within 14 days of receipt. We understand buying online can be tricky which is why we are offering a 14-night trial period so you can be sure CoolSoft is right for you. We are confident you will love our products after just one night however if you are not 100% satisfied you can send back your product no questions asked. See FAQ page for more information.

14 Day cooling off period

In accordance with the Consumer Information Regulations, you’re entitled to return your items within 14 working days and receive a full refund plus the standard delivery cost, where applicable. Please contact us within 14 working days of receiving your items. Once you’ve cancelled the contract, you have a legal “duty of care” to keep the items in a good condition and return them at your expense. We are entitled to deduct an amount from the refund to reflect any loss of revenue in the value of goods supplied which may be 100%, if the loss is the result of unnecessary handling of the goods by you. The extent to which a customer can handle goods is the same as it would be if you were assessing them in a shop prior to purchase. If you wish to cancel your order please inform us as soon as possible either by phone 03302020605 or email hello@coolsoftsleep.co.uk

Orders are dispatched from our warehouse as soon as possible so if you wish to cancel your order please contact us immediately on 0330 2020 605. Once the item has been despatched with our delivery courier, we cannot recall your item. You will need to return this using the Returns Slip and a Cancellation form.

In the event of a cancelled order we require goods not to be taken out of the vacuum packaging and to remain sealed in the box. If items are opened in the event of a cancelled order the items will not be refunded.

Once returned to us you will receive an e-mail to confirm we have received your item and a refund will be processed to the credit or debit card of the person who originally placed and paid for the order. A refund will be issued within 3-5 working days (please note that this could vary dependant on your bank)

We would recommend returning the item using a tracked or signed for service to ensure you are covered should the item go missing or damaged. We are unable to reimburse you for any return postal costs in the event of a return.

Please fill out the Returns slip and a Cancellations form to be completed and sent back with your item.

We have temporarily changed our returns address, please return to:

CoolSoft Sleep Ltd
225 Manchester Road
Accrington
BB5 2PF

Incorrect Items Sent

Please accept our apologies if an incorrect item has been sent to you. Please contact us on 0330 2020 605 or email hello@coolsoftsleep.co.uk to discuss in detail. We will make arrangements for the correct item to be delivered to you and the incorrect item returned to us.

Faulty Items returned within 30 days

We strive to ensure our customers are receiving the best quality product; however, we understand there are times when something slips through the net in which we can only apologise for.
If you believe your item to be faulty please contact our Customer Service Team on 0330 2020 605 with your order number so we can discuss any issues or concerns you have.
We will arrange for your item to be collected and returned to us so that it can be inspected and the fault verified. You will need to ensure that the returns note is included.

Faulty Items returned after the first 30 day

If you’re outside the 30-day right to return, please give us the opportunity to repair or replace any items which are of unsatisfactory quality, unfit for purpose or not as described. If the attempt at a replacement is unsuccessful, you can then claim a refund, or a price reduction if you wish to keep the product.

Faulty Item returned after Six months

If a defect develops after the first six months, you will have to prove the product was faulty at the time the goods were delivered to you. Please contact us on 0330 2020 605 or email hello@coolsoftsleep.co.uk to discuss in detail.

Returning Bundle Items

If you choose to single out a particular item for a return, we can only refund you at the reduced rate, not the full price of the item if bought separately from the bundle.
Example of return on a Bundle:

• Ice Cool Bundle (1 topper and 2 pillows) – Discounted by 15% against individually marked products
• Single Topper + 2 Pillows
• £119 + £89 + £89 = £297 (individually priced)
• Bundle discount (15%) = £252.45 total
• If a pillow is returned you will be refunded £75.65
• If the topper is returned you will be refunded £101.15

If you have any queries regarding returns from a bundle or are unsure of the amount you will be refunded please contact 0330 2020 605 to discuss in more detail.

Once returned to us you will receive an e-mail to confirm we have received your item and a refund will be processed to the credit or debit card of the person who originally placed and paid for the order. A refund will be issued within 3-5 working days (please note that this could vary dependant on your bank)

We would recommend returning the item using a tracked or signed for service to ensure you are covered should the item go missing. Unfortunately we are unable to reimburse you for any return postal costs in the event of a refund.

Please fill out the Returns slip which will need to be completed and sent back with your item to the temporary address below: