Terms & Conditions
These CoolSoft Sleep Terms of Supply apply to the ordering and supply of the products offered from time to time on this website (the “Site”) by CoolSoft Sleep Limited. We are a limited company, incorporated in England. Our registered number is 10923823, and our registered office is at Unit 3 Knowsley Park Industrial Estate, Knowsley Park Way, Haslingden, BB4 4RS. Our VAT registration number is GB 281361901.
The purchase of any Products (as defined below) is subject to the following terms and conditions (the “Terms”). By ordering any Product, you agree to these Terms, without limitation or qualification. If you do not agree to these Terms, then you must not order any Product from the Site. If you ordering any Product on behalf of a company, entity, or organization (collectively “Organization”), then you represent and warrant that you (a) are an authorized representative of that Organization; (b) have the authority to bind that Organization to these Terms, and (c) agree to be bound by these Terms on behalf of that Organization.
If you have any questions about the Terms, please contact us at firstname.lastname@example.org
If we have to contact you, we may do so by email, post or telephone to the address/phone number you provided when you went through the checkout process on our Site.
We have adopted a Privacy & Cookies Policy that you should refer to in order to fully understand how we collect and use your information.
2. Product Information
Whilst we have taken reasonable steps to depict Products as accurately as possible through the photographs and other images featured on the Site, the detailing (such as colour, pattern and texture, etc.) you see on-screen will depend on your monitor and, as such, may not exactly reflect the actual detailing of a Product when you receive it. CoolSoft aims to give you the information you need to know the essential characteristics of the Products. CoolSoft agrees that the photographs of the products on the Site should be as faithful as is possible to the actual Products themselves. However, given the digital mode of presentation, it is possible that your perception may not exactly match the relevant Product itself.
If you have any questions about any Product, including, in particular, queries regarding the size or dimensions of any Product, please contact us at email@example.com. We strongly recommend that you contact us prior to placing an order.
Products may be ordered by clicking on the items you wish to purchase and then following the prompts that will appear on-screen. You may check and amend any input errors in your order up until the point at which you submit your order to us by clicking the Order and Pay button on the checkout page.
After placing an order, you will receive an e-mail from us acknowledging that we have received your order and giving you an order reference number. Please note that this does not mean that your order has been accepted. All orders are subject to acceptance by us. We are not obliged to accept your order and may, at our discretion, decline to accept any order. You do, however, acknowledge that by clicking on the “Order and Pay” button on the checkout page, you enter into an obligation to pay for the Product(s). Where we accept your order, we will confirm such acceptance to you by sending you an e-mail that confirms that the Product has been despatched (“Despatch Confirmation”). The contract between you and us in relation to the Product(s) ordered (“Contract”) will only be formed when we send you the Despatch Confirmation. After entering into the Contract, we will be under a legal duty to supply you with goods that are in conformity with the Contract.
The Contract will relate only to the Product(s) whose despatch we have confirmed in the Despatch Confirmation. We will not be obliged to supply any other Product(s) which may have been part of your order until the despatch of such Product(s) has been confirmed in a separate Despatch Confirmation.
If you need to make any changes to your order you must contact our office on 03302020605 or firstname.lastname@example.org immediately to request any changes. We cannot guarantee changes can be made. We will not be able to amend any orders that have already been despatched.
In case of unavailability of one or more Products after placing the Order, we will notify you by email or telephone. The amount of the Order will be recalculated and you will be charged the new amount, which will be: your original Order value, less the value of the missing Products. If the Order is entirely unavailable, we will notify you by email or telephone and your payment card account will not be charged for that Order (or it will be refunded if it has already been charged).
5. Prices and Payments
The price for Products available for purchase through the Site will be displayed to you on the Site. The prices displayed include VAT and delivery costs, unless you are located outside the UK (if available), in which case the appropriate delivery cost will be added to the total amount due at checkout. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.
Prices (and charges for delivery outside the UK (if available) are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Despatch Confirmation.
You should be aware that online payment transactions are subject to validation checks by your card issuer and we are not responsible if your card issuer declines to authorise payment for any reason. Please note, it is possible that your card issuer may charge you an online handling fee or processing fee. We are not responsible for this. CoolSoft cannot be held liable for any fraudulent use of the payment method used.
All monetary transactions on the Site take place in Pounds Sterling (GBP)
6. Returns, Refunds & Exchanges
All of our products have a 14-day trial period and you have a right to return your product if you are not satisfied. We allow 14 days from the day you receive your order, to you try and return if you are not happy. We must receive your return back within 14 days. We are not responsible for any postage back to us and you are accountable for the return reaching us within the 14 days. We have the right to refuse a refund after the 14-day period and your item will be sent back to you.
Although you may have used (e.g., slept on) them, they must be free of tears, stains or other soiling. If you fail to comply with this obligation, we may have a right to deduct the cost of any deterioration up to the full price of the Product(s), from the refund to which you are otherwise entitled.
We reserve the right to refuse the 14-night trial to anyone not operating as a consumer or who is otherwise in breach of these Terms. The 14-day trial is intended to give you the opportunity to see if you are happy with the CoolSoft product and therefore we ask for feedback on why you have returned a mattress as part of any return. If we have grounds to believe that you are returning the mattress for reasons other than because your genuinely dissatisfied with the product we reserve the right to refuse to accept the return, not give you a refund and reserve the right to refuse to sell CoolSoft Products to you in the future, either through the Site or otherwise. Please note that this does not affect your legal rights as a consumer.
6.1. Returns from a bundle
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.
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 email@example.com
In the event of a cancelled order we require goods not to be taken out of the vacuum packaging and must remain unopened. If items are opened in the event of a cancelled order the items will not be refunded.
Orders are despatched 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.
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.
CoolSoft Sleep Ltd
Unit 3, Knowsley Park Way
Knowsley Rd Industrial Estate
8. Incorrect Items Sent
Please accept our apologies if an incorrect item has been sent to you. We will arrange a collection of the item and resend a new one out to you.
When you place an order for Products through the Site, the Products will be delivered to the address in the United Kingdom or designated countries within Europe you designate as the “Shipping Address” during the check-out process.
Orders placed Monday-Thursday before 2pm (excluding bank holidays) will be despatched same day (unless stated otherwise in which you will be informed of via phone or email). Orders placed Friday- Sunday will be despatched next working day. Orders will aim to be delivered next day working day.
Deliveries are made by courier and normally take place on Monday to Friday, excluding bank and public holidays, usually within the hours of 8am and 7pm. You are given a 1-hour time slot for delivery. Please note that the courier may require deliveries to be signed for.
Please allow up to 14 days for orders to be delivered.
Orders placed outside the UK please allow up to 30 days from purchase date to delivery date. You should be aware that Product packages may be opened and inspected by customs authorities and may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.
If your delivery address is geographically remote, for example certain outlying islands or other isolated locations, it is possible that we may not be able to deliver there. If that is the case, we will notify you before we accept your order. We reserve the right not to deliver to any country that is prohibited by applicable export laws. Orders cannot be delivered to PO Box or similar addresses.
Products comprised within the same order cannot be delivered to different addresses.
10. Faulty Products
If any Product you order is damaged or faulty when delivered to you or has developed a fault, you may have one or more legal remedies available to you, depending on when you make us aware of the problem, in accordance with your legal rights. If you believe a Product was delivered damaged or faulty or has developed a fault, you should inform us as soon as possible, preferably in writing, giving your name, address and order reference.
10.1 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. We have the right to refuse a refund if we believe the fault is not a manufacturing fault and is a fault inflicted by you, the consumer.
10.2 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. We have the right to refuse a refund if we believe the fault is not a manufacturing fault and is a fault inflicted by you, the consumer.
10.3 Faulty Item returned after 6 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. We have the right to refuse a refund if we believe the fault is not a manufacturing fault and is a fault inflicted by you, the consumer.
In the event of a Defect, you should e-mail us at firstname.lastname@example.org. You may be required to provide us with proof of purchase and evidence of the Defect. You may also be required to return the defective product to us.
11. Our Liability
Nothing in these Terms shall limit or exclude our liability to you:
for death or personal injury caused by our negligence;
for fraudulent misrepresentation;
for breach of any term implied by the Consumer Rights Act 2015 and which, by law, may not be limited or excluded;
under Part I of the Consumer Protection Act 1987; or
for any other liability that, by law, may not be limited or excluded.
Subject to this, if you are a consumer and not a business customer, in no event shall we be liable to you for any business losses, and if you are a business customer, in no event shall we be liable to you for any indirect or consequential losses, or for any loss of profit, revenue, contracts, data, goodwill or other similar losses, and any liability we do have for losses you suffer arising from any Contract shall not exceed the purchase price of the relevant Product(s) and is strictly limited to losses that were reasonably foreseeable. Losses are foreseeable where they could be contemplated by you and us at the time your order is accepted by us.
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under any Contract that is caused by events outside our reasonable control.
Should you use the Products in a manner which is not their intended use or, what would be regarded as their intended use, or in accordance with recommendations then we shall not be liable for any loss suffered.
12. Electronic Communication
When you visit the Site, or send us e-mails, you are communicating with us electronically. In so doing, you consent to receive communications from us electronically. We will communicate with you by e-mail or by posting notices on the Site. You agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communication be in writing.
13. Our right to vary these terms and conditions
From to time to time, CoolSoft Sleep may make changes to the Services or these Terms:
to improve or enhance any feature(s) of the Services; to ensure the ongoing viability of the Services; to reflect changes in relevant laws and regulatory requirements; and to implement minor technical adjustments and improvements, for example to address a security threat.
14. Compliance with UK Laws
All the Products are made to comply with applicable UK laws and regulations.
15. Entire Agreement
These Terms and any document expressly referred to in them constitute the entire agreement between you and CoolSoft Sleep with respect to each Contract. A printed version of these Terms and of any notice given in electronic form will be admissible in judicial or administrative proceedings based upon or relating to these Terms to the same extent and subject to the same conditions as other business documents and records originally generated and maintained in printed form. Any rights not expressly granted herein are reserved.
We are required by law to advise you that Contracts may be concluded in the English language only and that no public filing requirements apply.
A person who is not a party to these Terms shall have no right to enforce or receive the benefit of any of these Terms.
16. Dispute Resolution
These Terms are governed by English law. You agree that any dispute between you and us regarding them or any Contract will only be dealt with by the English courts, provided that, if you live in a part of the United Kingdom other than England, the applicable law of that part of the United Kingdom will govern and any dispute will only be dealt with by the courts there.
17. Contact Us
Please contact us with any questions you have about these Terms or an order you have placed, or ordering in general, or any after-sales request or enquiry using the contact details on the Site.
Any complaint should be sent by e-mail to email@example.com