Refund policy

Last updated: 15 September 2026

You have 30 days from delivery to request a return. Because pillows, cushions, mattresses and bedding are hygiene products, what can come back depends on whether the item has been unsealed — here's how it works.

1. What you can return

You can request a return within 30 days of the delivery date recorded by the courier, for any reason; we're unable to accept requests after 30 days. Your order number is your proof of purchase, and sale items can be returned on exactly the same terms as full-price ones. Every return needs our written approval before it's posted (section 2) — returns sent without approval can't be refunded.

You may examine an item as you would in a shop — look at the packaging, read the label, check the size. For hygiene reasons, a return can only be accepted if the item comes back:

• Unused and unopened, with the hygiene seal, polybag or outer packaging intact — pillows, mattresses, toppers, protectors, duvets and cushion inserts can't be returned once unsealed or removed from their packaging.
• Unwashed, unaltered and undamaged, with no marks, stains, pet hair, smoke or other odours — this applies to cushion covers, throws and other items that aren't sealed.
• In the original, complete packaging with all tags and labels, packed inside a shipping box or bag (please don't stick the label directly on the product packaging).

Every return is inspected on arrival. Items that arrive opened, unsealed, used or damaged can't be accepted: depending on their condition we either refund a reduced amount that reflects the loss in value, or decline the return. Declined items can be sent back to you at your cost if you ask within 14 days.

2. How to return

1. Email support@brindlew.com within 30 days of delivery with your order number, the items you're returning and the reason. For mattresses, toppers and other bulky items, mention the dimensions and weight — it helps you plan the return shipment.
2. We reply within one working day. If your return is eligible you'll receive our written approval, the return instructions and the address of our returns centre in the United States. Please don't post anything before you have it — this address is only shared through this process, and parcels sent to our business address, the address on the shipping label or anywhere else can't be matched to your order or refunded.
3. Pack the item(s) securely in the original packaging, write your order number on the outside of the parcel and put a note with your order number inside. Only include the items we've approved.
4. Post the parcel within 14 days of receiving our approval, using a tracked service, and email us the tracking number.
5. We inspect the return within 3 working days of arrival and email you the outcome.

Returns that arrive without prior approval, at any other address, or more than 30 days after our approval can't be matched to an order and can't be refunded.

3. Return postage

• Our returns centre is in the United States and we don't operate a returns address in the United Kingdom, so every return is an international shipment: you arrange it with a courier of your choice and pay the international tracked postage, which isn't reimbursed. Bedding is bulky and mattresses are heavy, so please check the cost before requesting a return — it can be substantial.
• This applies to every return — a change of mind, a wrong size or firmness, or an item that turns out not to suit you. We don't offer free returns or prepaid return labels and we don't refund postage. The only exception is a confirmed manufacturing fault or an error on our side (section 6) where we ask you to send the item back.
• Please complete the customs declaration (CN22/CN23) as "Returned goods – no commercial value". Parcels that arrive with import duties, taxes or handling fees due are refused by the returns centre and sent back to you, and can't be refunded.
• Use a tracked service and keep your proof of postage. The parcel remains your responsibility until it reaches our returns centre; returns that are lost, damaged in transit or can't be traced can't be refunded.

4. Refunds

• Once your return has been received and approved we issue the refund within 7 working days — and in any case within 14 days of receiving your return — to the payment method used for the original purchase. Your bank or card provider can take a further 5–10 working days to show the funds. We can't refund to a different card, account or person, and refunds are only issued after the item has been received and inspected.
• The refund covers the price you paid for the returned item(s). Promotional and bundle discounts are applied proportionally across the items in an order, so you receive back the amount actually paid for the item. Return postage isn't refunded, except where we've asked you to return a confirmed faulty item (section 6).
• If you added Shipping Protection at checkout, that fee is a charge for the shipment itself and isn't refunded when an order, or part of it, is returned.
• Items that aren't in their original sealed condition are refunded at a reduced amount reflecting the loss in value, or declined (section 1).
• Refunds aren't issued as store credit unless you ask for it.

5. Exchanges

We don't process exchanges. The quickest way to get a different size, firmness or variant is to return the unopened original under sections 1 to 3 and place a new order — we can't hold stock while a return is in transit.

6. Damaged, faulty or incorrect items

Please inspect your order when it arrives, before unsealing the items where possible. Every item is checked before dispatch, but if something is wrong we'll put it right. Let us know within 3 working days of the delivery date recorded by the courier, before using or washing the item, and send us:

• your order number;
• clear photographs: a close-up of the problem, the complete item, the product label and — for transit damage — the packaging with the shipping label.

A manufacturing fault or error on our side means: a seam that has come apart so far that the item can't be used, a hole, tear or leaking filling present on arrival, a broken zip on a cover, a set that arrived incomplete or a missing item, an item that differs from your order confirmation (wrong product, size, firmness or colour), or damage caused in transit. Small finishing issues — including a loose thread or a small open section of a seam of a few stitches — aren't faults (section 7).

We assess every claim within 2 working days against these criteria and the list in section 7. When a fault or error is confirmed, we send you a replacement free of charge — the same item, or the missing piece where that solves the issue. We resolve these cases with a replacement rather than a refund. If the exact item is no longer available, we'll send the same item in another colour or size, or a comparable item of equal value, in consultation with you. You don't need to return the faulty item unless we ask you to.

Without photographs we're unable to verify a claim. Issues reported after 3 working days, or after the item has been used or washed, can't be accepted as a fault claim; unopened items can then be returned as a standard return under sections 1 to 3, at your cost.

7. What isn't a fault

Our products are produced in batches, with finishing partly done by hand. The characteristics below are a normal part of the product rather than faults. Unopened items with these characteristics can be returned as a standard return (at your cost, sections 1 to 3), but they don't qualify for a free return or a replacement as a faulty item:

• Loose thread ends or small thread tails at seams and piping, which can be trimmed with scissors.
• A small open section at a seam — a few loose or missing stitches, up to about 2 cm — that can be closed with a needle and thread in a minute. This is a normal finishing issue on batch-produced textiles, not a fault.
• Minor stitching irregularities or slight asymmetry within normal production tolerance.
• Compression creases and a flattened look on arrival — roll-packed and vacuum-packed pillows, toppers and mattresses need 24 to 72 hours to expand to their full height, and a faint packaging smell fades after airing.
• Measurements that differ by up to 2–3 cm (about 1 inch) from the product page, or between two items of the same size, due to cut and filling.
• Colour or shade differences caused by screen settings, photo lighting or normal dye-lot variation; minor differences in pattern placement or trim compared with the product photo.
• Firmness, loft, weight or feel that differs from what you expected — filling, fabric and firmness are described on the product page, and a pillow or mattress that feels firmer or softer than you'd hoped isn't faulty.
• Minor marks or dents on the outer packaging when the item itself is sealed and undamaged.
• The item doesn't fit your bed, sofa or needs (section 8), you no longer need it, you ordered the wrong size, firmness or colour, or you found it cheaper elsewhere.
• Damage that occurred after delivery: use, washing or drying contrary to the care label, heat, moisture, pilling, snags, alterations, repairs, pets or accidents.
• Items with tags, labels or seals removed or packaging that can no longer be reused.

If anything is unclear, please read the product description, dimensions, filling and firmness guide before ordering, or ask us — we're happy to help you choose the right item before you buy.

8. Sizes, firmness and fit

Every product page lists dimensions, filling, fabric and firmness. Please measure your bed frame, mattress, pillowcases or sofa and compare them with the dimensions before ordering; if in doubt, ask us. Items can vary by up to 2–3 cm because of cut and filling, and firmness is a matter of preference. Because this information is available before purchase, a wrong size, a firmness that isn't what you wanted or an item that doesn't suit your space isn't a fault: unopened items can be returned at your cost under sections 1 to 3, and you can order the right variant separately.

9. Cancelling before dispatch

Every confirmed order is passed automatically to our fulfilment centre and enters processing within minutes. For that reason an order can only be cancelled or changed within 5 minutes of being placed: email support@brindlew.com straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing.

After 5 minutes we're unable to stop, change or cancel the order — this also applies if you've changed your mind, found the item elsewhere or are worried about the delivery time. We'll send you our return instructions instead: unopened items can be returned after delivery under this policy, at your own cost, to our returns centre in the United States. Refusing the parcel at the door doesn't count as a cancellation or a return (see our Shipping Policy, section 6).

10. What can't be returned

• Pillows, mattresses, toppers, mattress protectors, duvets and cushion inserts once unsealed or removed from their packaging, unless faulty (section 6).
• Cushion covers, throws and other unsealed items that have been used, washed, altered or damaged after delivery (section 1).
• Personalised or custom-made products.
• Gift cards.

11. Fair use

To keep our returns process fair for everyone, we monitor return activity. Where we see repeated returns of opened or used items, claims that aren't supported by evidence, or returned items that differ from those purchased, we may decline the return and refuse future orders.

12. Customer service

Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and bank holidays. We reply within one working day.
Email: support@brindlew.com