Terms & Conditions
200 Day Trial
(only for Origin Hybrid mattress)
If you are not completely satisfied with your Origin Mattress, you are entitled to return the mattress within 200 days of purchase. Simply send an email to [email protected] and our Customer Support Team will be in touch with you to process your return and refund.
- To be eligible for a return, you must be a full-paying customer and have been sleeping on your mattress for at least 25 days. It takes 3-4 weeks for your body to adjust to a new mattress, as such, we require you to try the mattress for at least 25 days before making a return request.
- If the mattress was not purchased from Origin Mattress, it is not eligible for a return or a refund.
- To make a return request, send an email with your order number and reason for returning to [email protected]
- To process your return request, please provide us with:
(a) your receipt or proof of purchase.
(b) Your availability for a scheduled pickup time.
- Please do take note that Origin will not be held responsible in the event where you are not contactable or fail to respond to our Customer Support Team. In such cases, if the time period exceeds your 200-day trial period, you are no longer eligible for a return.
- The 200-day trial is limited to one customer per household and cannot be used to request for an exchange in mattress size. You are not eligible for a return if you have ordered the wrong size and wish to change your mattress size and/or mattress type.
- If the mattress has been damaged or stained, you will not be granted a return or refund. Although returned mattresses will not be resold, we require you to return your purchased mattress in good condition.
- The mattress must be wrapped up securely using its original plastic (or any other plastic that can serve the same purpose) in order to avoid the product from getting dirty or damaged during transportation. Failure to comply with the above stated condition will result in a surcharge of £100 as a compensation (for cleaning and repairs purposes) which will be promptly deducted from the refund amount.
- Pick up address must be the same as delivery address and return is only valid in territories where Origin sells and ships.
- If you have pre-ordered a product due to an out-of-stock at the moment of the purchase, your 200 days trial will commence from the date of shipping.
- If you buy multiple quantity of a single product, they are eligible to return only ONE of that product for refund within the trial period.
- In the event any Origin products are received in a defective condition, customers may request for an exchange or refund via our live chat or email in at [email protected] within 3 hours. We will require image proof of the defected Origin product with its original box and plastic packaging within the image 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! 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.
Klarna Payment Gateway
In order to offer you Klarna’s payment methods, we might in the checkout pass your personal data in the form of contact and order details to Klarna, in order for Klarna to assess whether you qualify for their payment methods and to tailor those payment methods for you. Your personal data transferred is processed in line with Klarna’s own privacy notice.