At Glencraft, we are dedicated to providing the highest quality sleep experience for our customers. 

We understand that purchasing a luxury mattress is an important investment, and we want you to be completely satisfied with your purchase.

Our 30-day guarantee and exchange/refund policy are designed to ensure a smooth and fair process for our valued customers.

30-Day Comfort Guarantee:

We offer a 30-day comfort guarantee for all our luxury mattresses. 

If, for any reason, you are not fully satisfied with your mattress within the first 30 nights, you may request an exchange or refund.

Please note that it may take a few weeks for your body to adjust to a new mattress, so we encourage you to try it for at least 14 days before initiating an exchange or a refund.

For hygienic reasons, a mattress protector must be applied upon receiving your new mattress. If one hasn’t been used as recommended by the Glencraft Team this will affect any Exchanges or Refunds.

You can purchase a protector in our online store here.

1. Exchanges

• If you would like to exchange your mattress for a different model, please contact our Customer Service team within 30 days of your purchase. 

• Exchanges are subject to stock availability and the difference in price, if applicable, will be charged or refunded. 

• Shipping fee’s will be applied to the customer for any returned goods.

2. Conditions of Exchanges
   To be eligible for an exchange, the following conditions must be met:

• The return request must be made within 30 days of the delivery date to our Glencraft Customer Care team.

• Once an exchange has been discussed we will ask you to return your mattress to our HQ in Aberdeen (address can be found at the bottom of this page). 

• The mattress must be in “as new” condition, free from stains or damage. 

• The mattress must be returned in its original packaging or in packaging that ensures it is securely protected during transit.

• All shipping fees for mattress exchanges will be billed back to the customer with the exchanged mattress shipping cost being covered by Glencraft (Aberdeen) Limited. 

3. Refunds

• If you would like to request a refund on your mattress, please contact our Customer Service team within 14 days of your purchase. 

• Refunds are subject to terms and conditions stated in our Conditions for Refund.

4. Conditions for Refund
   To be eligible for a refund, the following conditions must be met:

• The mattress must be in as new condition, free from stains or damage. 

• A mattress protector must be used upon receiving your new mattress and failing to use one will result in a restocking fee. You can purchase one of our quality mattress protectors directly here.

• The return request must be made within 14 days of the delivery date.

• The mattress must be returned in its original packaging or in packaging that ensures it is securely protected during transit.

Restocking & Return Fees: Exchanges & Refunds:

• A restocking fee of 10% the mattress price will apply to all returns if the mattress has been taken out of its original packaging and used. 

• All shipping fees for exchanges and refunds will be the responsibility of the customer, unless the product was defective or damaged upon arrival, in which case Glencraft will cover the cost for collection of the goods. 

Refund Process:

1. Initiating a Return: To initiate a return, please contact our Customer Service team at info@glencraft.co.uk  stating your order number and we will guide you through the return process.

2. Inspection: Once the mattress is received at our facility, it will be inspected to ensure it meets the conditions for refund. The inspection process typically takes 3-5 business days.

3. Refund: Upon approval of the return, a refund will be issued to the original payment method. Please allow up to 10 business days for the refund to be processed.

Non-Refundable Items:

• Custom-made or personalized mattresses and divans are non-refundable, except in cases of manufacturing defects.

• Bedding accessories, including mattress toppers, mattress protectors, pillows, and sheets, are non-refundable once removed from packaging

• Clearance or final sale items are non-refundable.

Defective or Damaged Products:

• If your mattress arrives damaged or defective, please notify us within 48 hours of delivery. 

We will arrange for a prompt inspection and, if necessary, provide a replacement at no additional cost.

Glencraft Mattress Warranty:

• The Executive: 5 Years Warranty
• The Sandman / The Merida / The Marcliffe / The Monarch / The Sovereign / The Heritage: 10 Years Warranty
• Mattress Toppers: 2 Years Warranty
• Divans: 5 Years Warranty

Our warranty covers manufacturing defects only.

Our warranty will not cover normal wear & tear, and accidental damage including spills or stains.

Glencraft reserve the right to refuse any potential warranty claims that a customer may have, if Care Instructions have not been followed.

For all mattress care instructions please see the link here.

Contact Us

For any questions or to initiate a return, please reach out to our Customer Service team:

Email: info@glencraft.co.uk

Phone: 01224 873366
Address: 14 Whitemyres Avenue, Aberdeen, AB16 6HQ