Terms & Conditions

200 Night Mattress Trial

(only for Origin Hybrid and Origin Hybrid Pro, Origin LumbarCloud mattress)

If you are not completely satisfied with your Origin Mattress, you are entitled to return the mattress within 200 days of purchase.

To begin your return, simply drop an email to enquiry@originmattress.co.uk with your order number and reason for returning. Our Customer Support Team will then guide you through the return and refund process.

As part of the return request, please include the following images to help us assess the product condition and provide the best resolution:

• Your mattress from above (without any bedding)
• Your mattress from both long sides (without any bedding)
• Underside tags: the white tag underneath the mattress and fire safety label
• If applicable, a photo clearly showing the issue you’re experiencing

These images help us ensure the mattress condition meets our return standards and allow us to identify any potential issues, so we can offer solutions where possible. They also help us manage the return logistics in line with our sustainability commitments.

If the mattress was not purchased from Origin Mattress, it is not eligible for a return or a refund.

To process your return, please also provide:

(a) Your receipt or proof of purchase

(b) Your availability for a scheduled pickup time

• Origin will not be held responsible if you are uncontactable or do not respond. If the 200-day trial period passes without a successful return arrangement, the return will be considered invalid.
• The trial is limited to one mattress return per household and does not cover size or model exchanges.
• Mattresses that are stained or damaged will not be eligible for return.
• Pick-up must be from the original delivery address and within Origin’s delivery territories.
• For pre-orders, the 200-day trial starts from the date of shipping.
• If you purchased multiple units of the same product, you may only return one unit after 14 days. Within 14 days, all units are eligible for return.

If your product arrives defective, you must contact us within 3 hours of receipt via live chat or email (enquiry@originmattress.co.uk) with image proof showing the defect along with the original box and packaging visible in the frame.

Refunds:

Origin will process all refunds after receiving the refund requests, and will work together with our partner charities to collect your mattress. Refunds will not be disposed off, they will be donated! The refunds will be processed after the item has been successfully collected. Once we have activated the refunds on our end, the refund will be credited into the credit/debit card account that was utilised for the purchase within 7-14 working days, depending on the processing speed of your bank.

If you choose to keep any free gifts (e.g. pillows) that came with your purchase, the retail value of these items will be deducted from your total refund amount.

Free gifts (free items received with your mattress purchase, e.g. pillows) are not able to be exchanged for a discount, cashback or a different item.

For all return or exchange requests: 

The return address must be the same as the original delivery address. We are unable to arrange pickups from a different location due to operational and verification constraints.

15 Years Limited Mattress Warranty

We stand behind our Origin Hybrid Mattress (referred to below as the “Mattress,” or “Product”) and offer a 15-Year Limited Warranty to prove it. The terms of the Limited Warranty are as follows:

Your new mattress is covered by a 15-year limited warranty (the “Limited Warranty” or “Warranty”), which gives you specific legal rights. This Limited Warranty is not transferable and covers you only if you (a) are the original purchaser and current owner of the Product for which you are seeking recourse under the Warranty, (b) purchased it directly from an authorised Origin Sleep Pte. Ltd. distribution channel – namely, the website at ORIGINMATTRESS.CO.UK, and (c) have subjected the mattress exclusively to household (not commercial) use. The Limited Warranty thus only applies during the period in which the Product is owned and controlled by the original purchaser of that Product. Please retain an electronic copy of your purchase invoice which will be sent via email, which will contain the information with regards to your purchase. Kindly quote the order number to our staff so that we may better assist with any issues with your purchase.

In addition, because we cannot handle international shipping and logistics expenses, your mattress must be in the United Kingdom at the time you wish to take advantage of the Limited Warranty.

This Warranty is limited to material defects resulting from defective materials or workmanship in the Product you have purchased. Origin will, for 15 years following the date you receive your mattress via delivery or self-collection, at Origin’s option in its sole discretion, repair or replace, or provide a substitute for, any piece or part of the Product found by Origin to be defective in material or workmanship. The Limited Warranty applies under conditions of normal household use, but does not apply in the case of: negligence, soiling, improper cleaning, misuse, abnormal use, ordinary wear and tear, dings, dents or scratches, accident or commercial use.

Specifically, this Limited Warranty covers the following defects, provided that they arise or appear in circumstances in which you have handled, maintained, and used the Product only for its intended purpose and have not subjected it to conditions likely to cause deterioration or damage beyond normal wear:
A visible indentation or sag greater than one (1) inch (2.54cm) in the foam material/below the cover level. This refers to an indentation that is visible when no weight is applied to the top of the Product. Please note that “normal wear” assumes and requires that your mattress is continuously supported by a proper foundation sufficient to support the distributed weight of your body and the mattress itself.
Any physical flaw in the foam material that causes it to split or crack under conditions of normal household use and proper handling.

You don’t have to flip the mattress (phew), but rotating your mattress regularly is one of the very few conditions of your warranty. Take it for a 180 degree spin on the base every 3-6 months. To make life easier for you, our mattresses come with handles for a simpler spin. 

WHAT WILL ORIGIN DO?

We will repair or replace the defective Product or the defective component(s) of the Product (if applicable). In the case of a manufacturing defect in a component of the Product, such as the mattress cover, we may elect to repair or replace the component if practicable rather than replace the entire mattress, and we reserve sole and complete discretion over that election. If we elect to replace the Product or component, we will replace it with the model, version, colour, or style available at the time of replacement, which may be different in certain respects than the original you purchased.

Any repair or replacement will not extend the original Limited Warranty period, nor will it constitute the beginning of a new limited warranty period.

HOW LONG DOES THE LIMITED WARRANTY COVERAGE LAST?

This Limited Warranty for your new Origin Hybrid Mattress  lasts for fifteen (15) years from the date you receive your product via delivery or self-collection.

WHAT IS NOT COVERED BY THIS LIMITED WARRANTY?

1.⁠ ⁠Normal wear and ordinary use

• Changes caused by normal wear, commercial use, or any use beyond household sleeping and reclining.

• Use on surfaces not designed to support the mattress (e.g., unsuitable bed frames).

3.⁠ ⁠External factors, misuse, or accidental damage

• Cuts, tears, rips, burns, stains, liquid damage, or other damage caused during handling, moving, or improper use.
• Unsanitary conditions, physical abuse, improper cleaning, or storage in damp or unprotected areas.
• Commercial use or purchase from unauthorized resellers.

Such damage is not considered a manufacturing defect and is therefore not eligible for repair, replacement, or refund. All claims are assessed based on provided information and images.

4.⁠ ⁠Cosmetic imperfections and comfort preferences

• Minor cosmetic flaws, slight body impressions (up to 1 inch / 2.54 cm), or naturally occurring odors.
• Individual preferences for firmness, texture, or feel.

5.⁠ ⁠Packaging and handling

• Minor flaws in packaging (e.g., dented or dirty boxes) are not covered.
• Mattress handles are for positioning only. Damage caused by lifting, dragging, folding, bending, pulling, or misuse of handles is excluded.

6.⁠ ⁠Additional exclusions

• Dimensions within normal manufacturing tolerances.
• Any repair, alteration, or modification by unauthorized parties.
• Transportation, inspection, handling, or associated costs for warranty claims.

HOW DO I MAKE A WARRANTY CLAIM?

Claims covered under this limited warranty may be made by reaching us at enquiry@originmattress.co.uk

Please inspect your mattress and its individual components carefully within three (3) days of delivery. You must report, within three (3) days of delivery, any physical damage or defect that is present in the Product at the time of delivery; any physical damage to the mattress after such initial three-day time period will not be considered a fault of Origin and may be subject to fees.

In order to process an exchange or replacement part request, we will require photos of the damaged component(s).

30 Day Trial

(only for Origin Pillow, Topper)

Please note: the 30-Day Trial Policy applies only to the Origin Coolmax AirFoam Pillow, Origin AirSoft Microfibre Pillow and Origin Contour Ergonomic Memory Foam Mattress Topper, (referred to below as the “Pillow,” “Topper,” or “Product”).

The 30-Day Trial Policy starts from the date you receive your pillows, toppers  via delivery or self-collection.

If you buy multiple quantity of a single product, you are eligible to return only ONE of that product for refund within the trial period. 

In order to qualify for a refund, please send us an email at enquiry@originmattress.co.uk

Your returned product will likely be donated to charity. The items are required to be in good condition and we cannot accept torn or heavily damaged pillows, toppers.

2 Year Limited Pillow Warranty

We stand behind the Origin Coolmax AirFoam Pillow (formerly known as the Origin Superior Coolmax Latex Pillow) and Origin AirSoft Microfibre Pillow and provide a 2-Year Limited Warranty. The terms of the Limited Warranty are as follows:

Your new pillow is covered by a 2-year limited warranty (the “Limited Warranty” or “Warranty”), which gives you specific legal rights. This Limited Warranty is not transferable and covers you only if you (a) are the original purchaser and current owner of the Product for which you are seeking recourse under the Warranty, (b) purchased it directly from an authorised Origin Sleep Pte. Ltd. distribution channel – namely, the website at ORIGINMATTRESS.CO.UK, and (c) have subjected the pillow exclusively to household (not commercial) use. The Limited Warranty thus only applies during the period in which the Product is owned and controlled by the original purchaser of that Product. Please retain an electronic copy of your purchase invoice which will be sent via email, which will contain the information with regards to your purchase. Kindly quote the order number to our staff so that we may better assist with any issues with your purchase.
 
In addition, because we cannot handle international shipping and logistics expenses, your pillow must be in the United Kingdom at the time you wish to take advantage of the Limited Warranty.
This Warranty is limited to material defects resulting from defective materials or workmanship in the Product you have purchased. Origin will, for 2 years following the date you receive your pillow via delivery or self-collection, at Origin’s option in its sole discretion, repair or replace, or provide a substitute for, any piece or part of the Product found by Origin to be defective in material or workmanship. The Limited Warranty applies under conditions of normal household use, but does not apply in the case of: negligence, soiling, improper cleaning, misuse, abnormal use, ordinary wear and tear, dings, dents or scratches, accident or commercial use.
Specifically, this Limited Warranty covers the following defects, provided that they arise or appear in circumstances in which you have handled, maintained, and used the Product only for its intended purpose and have not subjected it to conditions likely to cause deterioration or damage beyond normal wear:
A visible indentation or sag greater than one (1) inch (2.54cm) in the foam material/below the cover level. This refers to an indentation that is visible when no weight is applied to the top of the Product.
Any physical flaw in the foam material that causes it to split or crack under conditions of normal household use and proper handling.

WHAT WILL ORIGIN DO?

We will repair or replace the defective Product or the defective component(s) of the Product (if applicable). In the case of a manufacturing defect in a component of the Product, such as the pillow, we may elect to repair or replace the component if practicable rather than replace the entire pillow, and we reserve sole and complete discretion over that election. If we elect to replace the Product or component, we will replace it with the model, version, colour, or style available at the time of replacement, which may be different in certain respects than the original you purchased.

Any repair or replacement will not extend the original Limited Warranty period, nor will it constitute the beginning of a new limited warranty period.

HOW LONG DOES THE LIMITED WARRANTY COVERAGE LAST?

This Limited Warranty for your new Origin Superior Coolmax Latex Pillow lasts for (2) years from the date you receive your product via delivery or self-collection.

WHAT IS NOT COVERED BY THIS LIMITED WARRANTY?

This Limited Warranty does not cover:
Changes to your pillow that are caused by or result from normal wear and use. Nor do we cover commercial use, or changes caused by or resulting from circumstances or uses that go beyond the ordinary, intended maintenance and household uses of a pillow, mattress protector, duvet or bolster—namely, sleeping.
This Warranty does not cover your Products if you use it in a manner incompatible with that intended design and use.
Imperfections that do not prevent ordinary use and enjoyment of the Products by a reasonable person are not considered to be defects. For example, surfaces may not be perfectly even, and corners may not be perfectly shaped or symmetrical. These are not “defects” for which you can seek a remedy under this Limited Warranty.
More specifically, this Limited Warranty excludes: (a) minor imperfections and slight cosmetic flaws; (b) normal wear and tear; (c) tears, stains, soiling, burns, and discolouration that occur over time; (d) dampness or mold; (e) individual or personalized preferences relating to firmness, texture, comfort, etc.; (f) normal body impressions not greater than (1) inch (2.54cm) in the pillow, mattress protector, duvet or bolster as measured below the cover level – in other words, some settling of the fiber in the cover should be expected and is not considered a “defect”); (g) individual or personalised allergies and sensitivities; and (h) naturally occurring cotton, fabric or foam aromas.
Conditions resulting from abusive handling, misuse, or neglect. Accordingly, the following circumstances, if discovered upon inspection, will void your Warranty: (a) any unsanitary condition; (b) stains, burns, tears, cuts, or liquid damage; (c) use of the Product on an improper surface; (d) physically abusing the Product; (e) attempting to clean the Product in an inappropriate manner; and (f) improper storage of the Product (including storage in damp locations, areas infected with insects or rodents, or any other unprotected storage areas); (g) commercial use; and (h) purchase from resellers who are not authorized retailers.
A normal increase in softness of the foams which does not affect the actual pressure-relieving properties of the product.
Individual comfort preferences relating to firmness, design, materials and feel.
Any minor manufacturing flaws to the packaging including, but not limited to, cosmetic flaws such as dented/dirty carton boxes.

HOW DO I MAKE A WARRANTY CLAIM?

Claims covered under this limited warranty may be made by reaching us at enquiry@originmattress.co.uk

Please inspect your pillow carefully within three (3) days of delivery. You must report, within three (3) days of delivery, any physical damage or defect that is present in the Product at the time of delivery; any physical damage to the pillow after such initial three-day time period will not be considered a fault of Origin and may be subject to fees.

In order to process an exchange or replacement part request, we will require photos of the damaged component(s).

3 Year Limited Topper Warranty

WHO AND WHAT DOES THIS LIMITED WARRANTY COVER?

We stand behind our Origin Contour Ergonomic Memory Foam Mattress Topper (referred to below as the “Topper” or “Product”) and offer a 3-Year Limited Warranty to prove it. The terms of the Limited Warranty are as follows:

Your new topper is covered by a 3-year limited warranty (the “Limited Warranty” or “Warranty”), which gives you specific legal rights. This Limited Warranty is not transferable and covers you only if you (a) are the original purchaser and current owner of the Product for which you are seeking recourse under the Warranty, (b) purchased it directly from an authorised Origin Sleep Pte. Ltd. distribution channel – namely, the website at ORIGINMATTRESS.CO.UK, and (c) have subjected the topper exclusively to household (not commercial) use. The Limited Warranty thus only applies during the period in which the Product is owned and controlled by the original purchaser of that Product. Please retain an electronic copy of your purchase invoice which will be sent via email, which will contain the information with regards to your purchase. Kindly quote the order number to our staff so that we may better assist with any issues with your purchase.

In addition, because we cannot handle international shipping and logistics expenses, your topper must be in the UK at the time you wish to take advantage of the Limited Warranty.

This Warranty is limited to material defects resulting from defective materials or workmanship in the Product you have purchased. Origin will, for 3 years following the date you receive your topper via delivery or self-collection, at Origin’s option in its sole discretion, repair or replace, or provide a substitute for, any piece or part of the Product found by Origin to be defective in material or workmanship. The Limited Warranty applies under conditions of normal household use, but does not apply in the case of: negligence, soiling, improper cleaning, misuse, abnormal use, ordinary wear and tear, dings, dents or scratches, accident or commercial use.

Specifically, this Limited Warranty covers the following defects, provided that they arise or appear in circumstances in which you have handled, maintained, and used the Product only for its intended purpose and have not subjected it to conditions likely to cause deterioration or damage beyond normal wear:

• A visible indentation or sag greater than one (1) inch (2.54cm) in the foam material/below the cover level. This refers to an indentation that is visible when no weight is applied to the top of the Product. Please note that “normal wear” assumes and requires that your topper is continuously supported by a proper foundation sufficient to support the distributed weight of your body and the topper itself.
• Any physical flaw in the foam material that causes it to split or crack under conditions of normal household use and proper handling.

WHAT WILL ORIGIN DO?

We will repair or replace the defective Product or the defective component(s) of the Product (if applicable). In the case of a manufacturing defect in a component of the Product, such as the topper cover, we may elect to repair or replace the component if practicable rather than replace the entire topper, and we reserve sole and complete discretion over that election. If we elect to replace the Product or component, we will replace it with the model, version, colour, or style available at the time of replacement, which may be different in certain respects than the original you purchased.

Any repair or replacement will not extend the original Limited Warranty period, nor will it constitute the beginning of a new limited warranty period.

HOW LONG DOES THE LIMITED WARRANTY COVERAGE LAST?

This Limited Warranty for your new Origin Contour Ergonomic Memory Foam Mattress Topper lasts for three (3) years from the date you receive your product via delivery or self-collection.

WHAT IS NOT COVERED BY THIS LIMITED WARRANTY?

This Limited Warranty does not cover:

• Changes to your topper that are caused by or result from normal wear and use. Nor do we cover commercial use, or changes caused by or resulting from circumstances or uses that go beyond the ordinary, intended maintenance and household uses of a topper—namely, reclining and sleeping.
• Origin toppers are designed to work on mattresses supported by a firm, solid surface that is structurally capable of supporting the weight of the mattress and user upon it, such as on a bed base (e.g., a frame or platform). This Warranty does not cover your Product if you use it in a manner incompatible with that intended design and use.
• Imperfections that do not prevent ordinary use and enjoyment of the Product by a reasonable person are not considered to be defects. For example, surfaces may not be perfectly even, and corners may not be perfectly shaped or symmetrical. These are not “defects” for which you can seek a remedy under this Limited Warranty.
• More specifically, this Limited Warranty excludes: (a) minor imperfections and slight cosmetic flaws; (b) normal wear and tear; (c) tears, stains, soiling, burns, and discolouration that occur over time; (d) dampness or mold; (e) individual or personalized preferences relating to firmness, texture, comfort, etc.; (f) normal body impressions not greater than (1) inch (2.54cm) in the topper as measured below the cover level – in other words, some settling of the fiber in the cover should be expected and is not considered a “defect”); (g) individual or personalised allergies and sensitivities; and (h) naturally occurring cotton, fabric or foam aromas.
• Conditions resulting from abusive handling, misuse, or neglect. Accordingly, the following circumstances, if discovered upon inspection, will void your Warranty: (a) any unsanitary condition; (b) stains, burns, tears, cuts, or liquid damage; (c) use of the Product on an improper bed frame; (d) physically abusing the Product; (e) attempting to clean the Product in an inappropriate manner; and (f) improper storage of the Product (including storage in damp locations, areas infected with insects or rodents, or any other unprotected storage areas); (g) commercial use; and (h) purchase from resellers who are not authorized retailers.
• A normal increase in softness of the foams which does not affect the actual pressure-relieving properties of the product.
• Individual comfort preferences relating to firmness, design, materials and feel.
• Any minor manufacturing flaws to the packaging including, but not limited to, cosmetic flaws such as dented/dirty carton boxes.

HOW DO I MAKE A WARRANTY CLAIM?

Claims covered under this limited warranty may be made by reaching us at enquiry@originmattress.co.uk.Please inspect your topper and its individual components carefully within three (3) hours of receipt of delivery. You must report, within three (3) hours of delivery, any physical damage or defect that is present in the Product at the time of delivery; any physical damage to the topper after such initial three-day time period will not be considered a fault of Origin and may be subject to fees.

In order to process an exchange or replacement part request, we will require photos of the damaged component(s).

14-Day Return Policy

14-Day Return Policy

(Applicable to the Origin Storage Bed Frame, Origin Timber Bed Frame, Origin Luxe Upholstered Bed Frame and Origin CosyPaws Dog and Cat Bed)

To initiate a return, please email us at enquiry@originmattress.co.uk with your order number and reason for return.

The following conditions apply:

You may return only one unit per product type if you’ve ordered multiples.

The 14-day period starts from the date you receive the item, whether delivered or self-collected.

Items must be returned in good condition, without stains or damage.

The bed frame and its components must be disassembled, wrapped securely in plastic, and packed in the original box (or suitable alternative). Failure to do so will incur:

• Up to £100 compensation fee for cleaning or repair
  
  (These charges will be deducted from your refund.)

Returns must be collected from the same address as the delivery address.

If you are unresponsive or unreachable during the 14-day return window, your eligibility for return will lapse.

This policy does not cover size exchanges or returns due to incorrect size selection.

A proof of purchase is required to process all returns. Once your return is received and inspected, your refund will be issued to the original payment method after the item has been received at our warehouse.

5 Year Limited Bed Frame Warranty

WHAT DOES THIS LIMITED WARRANTY COVER?

We stand behind our Origin Storage Bed Frame and the Origin SmartComfort™ Adjustable Bed, Origin Upholstered Bed Frame  (referred to below as the “Bed Frame,” or “Product”) and offer a 5-Year Limited Warranty to prove it. The terms of the Limited Warranty are as follows:

Your new Origin bed frame is covered by a 5-year limited warranty (the “Limited Warranty” or “Warranty”), which gives you specific legal rights. This Limited Warranty is not transferable and covers you only if you (a) are the original purchaser and current owner of the Product for which you are seeking recourse under the Warranty, (b) purchased it directly from an authorised Origin Sleep distribution channel – namely, the website at ORIGINMATTRESS.CO.UK, and (c) have subjected the bed frame exclusively to household (not commercial) use. The Limited Warranty thus only applies during the period in which the Product is owned and controlled by the original purchaser of that Product. Please retain an electronic copy of your purchase invoice which will be sent via email, which will contain the information with regards to your purchase. Kindly quote the order number to our staff so that we may better assist with any issues with your purchase.

In addition, because we cannot handle international shipping and logistics expenses, your bed frame must be in the UK at the time you wish to take advantage of the Limited Warranty.

This Warranty is limited to material defects resulting from defective materials or workmanship in the Product you have purchased. Origin will, for 5 years following the date you receive your bed frame via delivery or self-collection, at Origin’s option in its sole discretion, repair or replace, or provide a substitute for, any piece or part of the Product found by Origin to be defective in material or workmanship. The Limited Warranty applies under conditions of normal household use, but does not apply in the case of: negligence, soiling, improper cleaning, misuse, abnormal use, ordinary wear and tear, dings, dents or scratches, accident or commercial use. Colour and variations are natural in wood and also are not covered by the Warranty.

Specifically, this Limited Warranty covers the following defects, provided that they arise or appear in circumstances in which you have handled, maintained, and used the Product only for its intended purpose and have not subjected it to conditions likely to cause deterioration or damage beyond normal wear:

• Any physical flaw in the material or a manufacturing defect that causes the bed frame or any component part thereof to split, crack, break, or otherwise fail under conditions of normal use and proper handling.

WHAT WILL ORIGIN DO?

We will repair or replace the defective Product or the defective component(s) of the Product, if and as applicable. In the case of a manufacturing defect in a component of the Product, we may elect to repair or replace the component rather than replace the entire Product, and we reserve sole and complete discretion over that election. If we elect to replace the Product or component, we will replace it with the model, version, colour, or style available at the time of replacement, which may be different in certain respects than the original.

Any repair or replacement will not extend the original period of limited warranty, nor will it constitute the beginning of a new limited warranty period.

HOW LONG DOES THE LIMITED WARRANTY COVERAGE LAST?

This Limited Warranty for your new Origin Storage Bed Frame and the Origin SmartComfort™ Adjustable Bed, Origin Upholstered Bed Frame lasts for five (5) years from the date you receive your product via delivery or self-collection.

BED FRAME INSTALLATION WARRANTY

The warranty and any related rights will be considered void if the bed frame is installed incorrectly, whether by the customer or a third party not authorized by Origin. Proper installation, in accordance with Origin’s guidelines, is required for the warranty to remain valid.

WHAT IS NOT COVERED BY THIS LIMITED WARRANTY?

This Limited Warranty does not cover:

• Changes to your bed frame that are caused by or result from normal wear and use, or changes or damage resulting from your failure to care properly for the bed frame. Nor do we cover changes caused by or resulting from circumstances or uses that go beyond the ordinary, intended maintenance and household uses of a bed frame, or if you use it in a manner incompatible with the care instructions or the intended design and use.
• Imperfections that do not prevent ordinary use and enjoyment of the Product by a reasonable person are not considered to be defects. For example, surfaces may not be perfectly even, and colour, finish, and other kinds of aesthetic variations are natural in wood. These are not “defects” for which you can seek a remedy under this Limited Warranty.
• More specifically, this Limited Warranty excludes: (a) minor imperfections and slight cosmetic flaws; (b) normal wear and tear; (c) scratches, dings, dents, stains, soiling, burns, and discolouration that occur over time; (d) dampness or mold; (e) individual or personalized allergies and sensitivities; (f) colour and finish variations; and (g) naturally occurring wood aromas.
• Conditions resulting from abusive handling, misuse, or neglect. Accordingly, the following circumstances, if discovered upon inspection, will void your Warranty: (a) any unsanitary condition; (b) burns; (c) physically abusing the Product; (d) attempting to clean the Product in an inappropriate manner; and (e) improper location of use or storage of the Product (including storage in damp locations, areas infected with insects or rodents, excessive heat or proximity to a heat source, or any other unprotected storage areas); (f) purchase from resellers who are not authorized retailers; and (g) commercial use of the Product.
• Any minor manufacturing flaws to the packaging including, but not limited to, cosmetic flaws such as dented/dirty carton boxes.

HOW DO I MAKE A WARRANTY CLAIM?

Claims covered under this limited warranty may be made by reaching us at enquiry@originmattress.co.uk

Please inspect your bed frame and its individual components carefully within three (3) hours of receipt of delivery. You must report, within three (3) hour of delivery, any physical damage or defect that is present in the Product at the time of delivery; any physical damage to the bed frame and its individual components after such initial three-hour time period will not be considered a fault of Origin and may be subject to fees.

In order to process an exchange or replacement part request, we will require photos of the damaged component(s) before they have been used for assembly.

In the event that customers were to dismantle or relocate their bed frames by themselves or any other contractors aside those provided by Origin, the warranty will be voided.

*For the Adjustable Bed Base, warranty coverage is as follows: 

– Metal Frame (inclusive of Hydraulic arm) 5 years
– Motor 5 years
– Control unit (inclusive of Bluetooth) 5 years
– Massage function(vibrate) 5 years
– Charging ports 1 year
– LED light 1 year
– Remote controller 1 year

1 Year Limited Pet Bed Warranty

WHO AND WHAT DOES THIS LIMITED WARRANTY COVER?

We stand behind our Origin CosyPaws™ Pet Bed (referred to below as the “Pet Bed” or “Product”) and offer a 1-Year Limited Warranty. The terms of this Warranty are as follows:

Your new Pet Bed is covered by a 1-year limited warranty (the “Limited Warranty” or “Warranty”), which gives you specific legal rights. This Limited Warranty is non-transferable and only applies to you if you: (a) are the original purchaser and current owner of the Product; (b) purchased it directly from an authorised Origin Sleep Pte. Ltd. distribution channel—namely, the website at ORIGINMATTRESS.CO.UK; and (c) have used the Product exclusively for household (not commercial) use by domestic pets (e.g., dogs and cats).

The Limited Warranty applies only during the time the Product is owned and controlled by the original purchaser. Please retain your purchase invoice, which will be sent via email, and quote the order number to our staff so we can assist with any warranty-related inquiries.

Additionally, your Pet Bed must be located in the UK at the time you wish to take advantage of the Limited Warranty.

This Warranty covers material defects resulting from defective materials or workmanship in the Product. Origin will, at its sole discretion, repair or replace any defective part of the Product during the 1-year period, provided the Product has been used under normal household conditions.

WHAT IS NOT COVERED BY THIS LIMITED WARRANTY?

This Limited Warranty does not cover:

• Normal wear and tear: This includes any gradual deterioration from use by pets, including flattening, softening, or general wear.
• Damage caused by pets: This includes damage from chewing, biting, scratching, digging, or other actions by your pets.
• Stains, soiling, and odours: Stains from liquids, pet accidents, or any other form of soiling are not covered. Changes caused by improper cleaning methods or lack of maintenance are also excluded.
• Improper use: The Warranty does not cover defects or damages resulting from improper or abnormal use of the Pet Bed, including use outdoors (unless specified) or in damp or unclean environments.
• Commercial use: This Warranty is void if the Product has been used for commercial purposes, such as in kennels or boarding facilities.
• Cosmetic imperfections: Minor imperfections in material or workmanship, such as slight variances in colour or finish, which do not affect the overall function of the bed, are not considered defects.
• Unsanitary conditions: Any damage resulting from use in unsanitary conditions, including infestation by insects or animals, dampness, or improper storage, will void the Warranty.
• Alterations: Any modifications, repairs, or alterations made to the Product by unauthorised individuals will void the Warranty.

WHAT WILL ORIGIN DO?

We will, at our discretion, repair or replace the defective Product or its component(s). If a manufacturing defect is found in a component of the Product, such as the cover, we may opt to repair or replace that component rather than the entire bed. Replacement models may differ from the original in terms of style, color, or design, depending on current availability.

Repairs or replacements will not extend the original Limited Warranty period, nor will they trigger a new Warranty period.

HOW LONG DOES THE LIMITED WARRANTY COVERAGE LAST?

This Limited Warranty lasts for one (1) year from the date you receive your Pet Bed.

HOW DO I MAKE A WARRANTY CLAIM?

To make a claim under this Limited Warranty, please contact us at enquiry@originmattress.co.uk. You must report any defects or damage to the Product within three (3) hours of delivery for the claim to be considered.

To process a warranty claim, we will require photos of the damaged component(s) and proof of purchase. Failure to provide this documentation may result in delays or denial of your warranty claim.

Delivery

1. For delivery, we bring your order to the room of your choice, but someone MUST be around to receive the delivery. Our delivery team is not allowed to leave items unattended

* Neighbours are not allowed to receive the delivery for you, the order must be delivered to the shipping address shared during the order.

2. If no one is at the address at time of delivery, we will have to schedule a re-delivery

3. Re-delivery is chargeable at £50 per delivery and non-refundable

4. Our delivery team will send a confirmation email the evening before the scheduled delivery date, a text message on the morning of delivery, and a call 30 minutes before the delivery attempt.

5. Please note that we cannot guarantee specific delivery time slots, as these are determined by the courier’s route on the day of delivery. We appreciate your understanding and patience as we work with our delivery partners to bring your order to you as promptly as possible.

Important note: Our delivery partner will contact you one day before delivery to confirm your availability. Please ensure that your UK mobile number is accurate and reachable. If we are unable to reach you, your delivery will be rescheduled.

Partial Deliveries & Refunds

For products shipped in multiple packages (including but not limited to mattresses, toppers, bed frames, or other multi-box items), customers are not eligible for a full refund if one or more parts of the order have been successfully delivered.

In such cases, the refund amount will be proportionally adjusted based on the undelivered portion of the order. Origin reserves the right to reasonably determine the value of the items delivered and the corresponding amount to be deducted from the total refund.

Disclaimer

Transporter will not be liable for damages to the property space, flooring, furniture, fixtures and fittings when moving, transporting, installing or assembling.

The transporters would exercise utmost care and safety while executing their duties/work to prevent any damages.

To prevent the risk of any damages that might occur home/property owners and occupants can do the following:

1. Ensuring a clear path and remove any item in the vicinity of the path that might hinder movement, topple or might be affected in any way possible.

2. Lining or placing covers on the flooring or walls to prevent scratches or any unintended damages.

3. Proper communication with the transporters to let them be made aware of the situation, such as wet paint/coating/polish/lacquer and etc.

Origin offers Free Next Day delivery, for orders placed before 9am to most UK postcodes (mainland only) or 1-2 business days. *Purchases ordered before 9am will be delivered the next working day. Purchases ordered after 9am will be delivered the following day.

If your postcode includes one of the below postcodes, your order will be delivered within 1-3 business days. 

Scotland; AB 31-36, 41-43, 51-53 (core only), DG (all), FK 17-21, KA 26, PA 26, 28-38, PH 6-18, TD (all)

Wales; LD (all), LL 23-78, SA 19-20, 35-38, 40-48, 61-73, 80, SY 10, 13-25

England; BH 19-20, CM 0, DL 8, 11-13, DT 3-5, HR (all), HU 12-19, LA 18-20, ME 3, 11-12, NE 19, 46-49, 61, 65-71, PL 8-11, 13, 23, 28-29, PO 30 – 41, SS 3-4, TQ 5-8

Delivery and Collection service to Northern Ireland, Scottish Highlands and Islands, Eire, Isle of Man, Channel Islands and Isles of Scilly.

Promotions & Discount Codes

Origin reserves the right to cancel the orders if there is a system glitch that allows unauthorized multiple coupons or unplanned discount codes to be used. Furthermore, Origin reserves the right to modify the terms and conditions governing the use of coupons. In the event of any dispute, Origin has the final decision-making authority.

Free Pillow Promotion Terms & Conditions:

In the event that a refund is initiated under our 200-night free return policy, all free gifts (i.e. pillow, mattress protector, duvet etc) must be returned in free from stains/damage conditions along with the mattress. If you choose to keep any free gifts (e.g. pillows) that came with your purchase, the retail value of these items will be deducted from your total refund amount. 

Notice on Revised Retail Prices

Effective immediately, Origin has implemented updated pricing across selected products to reflect changes in operational and material costs. During non-promotional periods, all items will be sold at their full retail price.

We appreciate your understanding and continued support.