The Spinery Returns & Refunds Policy

1. Our Returns Promise: Your Rights & How We Can Help

At The Spinery, our aim is for every customer to be delighted with their sleep products. We are strongly committed to providing high-quality, Irish-designed items and a clear, fair returns process. This policy outlines your consumer rights when making a purchase, whether online or in-store, in line with EU and Irish consumer protection laws. A transparent and straightforward return policy is fundamental to a positive customer experience.

Your statutory rights as a consumer are fully protected when shopping with The Spinery. This policy is designed to complement, not replace, those rights. It covers key return scenarios for both online and in-store purchases, including your rights if you change your mind, The Spinery’s 100-Night Mattress Trial, and how to proceed if goods are faulty.

2. Returns for In-Store Purchases

Seeing Products Before You Buy:

When you purchase items at our Dún Laoghaire showroom, you have the valuable opportunity to see, touch, and try products before making a decision. This is different from online purchases where you don't have this prior inspection.

Change of Mind for In-Store Purchases:

Please be aware that for items purchased in-store, there is no automatic legal right to a refund or exchange if you simply change your mind, decide you don't like the item, it's an unwanted gift, or you've chosen the wrong size (where you had the opportunity to assess it).

However, The Spinery may offer a goodwill returns policy for in-store purchases at its discretion. Any such policy (e.g., offering an exchange or credit note within a specific timeframe for unused goods in original packaging) will be clearly displayed or communicated to you in-store at the time of purchase. Please check the terms provided at the till or ask our staff. Proof of purchase will be required.

100-Night Mattress Trial for In-Store Mattress Purchases:

The 100-Night Sleep Trial, as detailed in Section 5 of this policy, is available for eligible mattresses purchased in-store, subject to the same terms and conditions (including customer responsibility for return shipping costs, the 8% restocking fee if returned after the initial 14 days, and conditions regarding promotional items). Customized mattresses are not eligible.

Faulty Goods Purchased In-Store:

Your statutory rights if goods purchased in-store are faulty, damaged, or not as described are fully protected. Please refer to Section 7 ("What if My Item is Faulty...") for how these rights apply.

3. Quick Guide: Your Return Options at a Glance

To assist you in quickly understanding your options, the table below summarizes common return scenarios.

4. Your Right to Cancel Online Orders (14-Day Cooling-Off Period)

Explanation of the Right (Online Sales Only):

This section applies specifically to goods purchased online, by phone, or by mail order (distance sales).

Under the EU Consumer Rights Directive (implemented in Ireland by S.I. No. 484/2013 and the Consumer Rights Act 2022), consumers purchasing through distance sales have the right to cancel their contract for any reason within 14 calendar days without penalty. This 14-day 'cooling-off' period begins on the day you (or someone nominated by you) take physical possession of the goods. If your order consists of multiple goods delivered separately, the 14 days start from when the last item is received. Failure to inform you about this 14-day withdrawal right extends this right to 12 months; this policy section serves as part of that crucial information provision.

How to Exercise Your Right to Cancel (Online Sales):

You must inform The Spinery of your decision to cancel in a clear statement (e.g., by email or post) within the 14-day period. To assist, a Model Cancellation Form is available by clicking here or can be requested from Customer Service, but its use is not obligatory.

Returning the Goods (Online Sales - Statutory Cancellation):

Once you have notified The Spinery of your cancellation, you must send back the goods or hand them over without undue delay, and in any event not later than 14 days from the day on which you communicated your cancellation. You (the customer) will have to bear the direct cost of returning the goods for a change-of-mind cancellation under your statutory rights for online orders, unless The Spinery has failed to inform you of this cost prior to purchase. For bulky items like mattresses, it is estimated that returning a mattress can cost between €50 and €150 depending on location and courier service. For smaller items, standard postal rates will apply. We will advise you on the return address and process. If original packaging is not provided by you when returning goods under this statutory right, and new packaging is required by The Spinery to ensure safe transit or for resale, a reasonable charge for this replacement packaging may be deducted from your refund.

Condition of Returned Goods & Diminished Value (Online Sales):

You are only liable for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics, and functioning. This means goods can be inspected in a way that would be allowed in a physical shop. For example, removing a mattress from its packaging to test its feel on a bed base is generally acceptable. However, using it for several nights during the 14-day cooling-off period, staining it, or damaging it would likely be considered handling beyond what is necessary and could lead to a deduction from your refund to cover this diminished value. The Consumer Rights Directive allows traders to claim for diminished value, but the burden of proof is on the trader to show value has diminished and that handling exceeded what was necessary. Clear examples help establish a baseline for "necessary handling."

While it is best to return items in their original packaging, your right to cancel will not be lost if the original packaging is missing or damaged, provided reasonable care has been taken of the goods. However, items should be packed carefully to prevent damage during return transit, as this could affect their value. As noted above, a charge may apply if we need to provide new packaging for a return.

Refunds (Online Sales - Statutory Cancellation):

The Spinery will reimburse all payments received for the cancelled goods, including the costs of initial delivery (except for supplementary costs if you chose a delivery type other than the least expensive standard delivery offered). Reimbursement will be made without undue delay, and not later than 14 days after the day the goods are received back and inspected, or (if earlier) 14 days after the day you provide evidence that the goods have been returned and we have confirmed receipt and inspection. The reimbursement will be carried out using the same means of payment as used for the initial transaction, unless expressly agreed otherwise; in any event, you will incur no fees as a result of such reimbursement, though deductions for diminished value or missing packaging may apply as outlined.

Items Not Yet Received (Online Sales):

If you have ordered goods online but not yet received them, you may cancel your order without giving a reason at any time within 14 days of placing your order. You will have no obligation, and your money will be returned.

5. The Spinery Mattress: Our 100-Night Sleep Trial (Online & In-Store)

Our Commitment to Your Comfort:

The Spinery is confident in its mattresses. Therefore, in addition to your statutory rights, we offer a 100-Night Sleep Trial on our mattresses, whether purchased online or in-store. This trial allows you to experience the mattress in the comfort of your own home. It is paramount to clearly differentiate this 100-Night Trial (a contractual offer) from the 14-day statutory right to cancel applicable to online orders.

Trial Period & Conditions:

The 100-night trial begins on the day your mattress is delivered (for online orders) or collected/delivered (for in-store orders).

• Minimum Trial: A minimum of 30 nights of use is required before initiating a return under this trial. This allows your body sufficient time to adjust.
• Condition for Return: To be eligible for a return under the 100-Night Trial, the mattress must be in a clean, donatable condition. This means no stains, tears, rips, burns, or excessive soiling, including strong odours. Use of a mattress protector during the trial period is highly recommended.
• One Trial Per Customer/Household: The 100-Night Sleep Trial is limited to one mattress return per initial order, validated by customer name or shipping address.
• Exclusion for Customized Mattresses: Customized mattresses, made to your specific requirements (e.g., non-standard sizes or features), are not eligible for the 100-Night Sleep Trial, whether purchased online or in-store. Your statutory rights regarding faulty customized goods still apply in full (see Section 7).
• Promotional Items: If you received any free promotional items (e.g., "gift-with-purchase") as part of your mattress order under the 100-Night Sleep Trial, these promotional items are considered part of the trial offer. If you decide to return the mattress under the trial, these promotional items are non-returnable, and their full retail value at the time of purchase will be deducted from your mattress refund amount.

How to Initiate a Trial Return:

If, after the 30-night adjustment period and before the end of the 100-night trial, you are not completely satisfied, please contact our Customer Service team at [email protected] or (01) 284 4093 to request a return authorization.

Return Shipping for Trial Mattresses:

For mattresses returned under the 100-Night Sleep Trial, you (the customer) will be responsible for arranging and bearing the direct cost of returning the mattress. We recommend using a reputable courier service with tracking and insurance, as the mattress remains your responsibility until it is received by The Spinery. Estimated return costs for a mattress can range between €50 and €150, or more, depending on your location and the chosen courier.

Packaging for Trial Returns:

While original packaging is preferred, we understand this may not always be possible. If original packaging is unavailable, the mattress must be securely wrapped to protect it during transit. If the mattress is not returned in its original packaging for a 100-Night Trial return, a fee of up to 20% of the original purchase price may be assessed to cover repackaging and handling.

Refunds for Trial Mattresses:

Upon successful return and inspection, a refund of the mattress price will be issued, subject to the conditions below.

• Restocking Fee: For mattresses returned under the 100-Night Sleep Trial, an 8% restocking fee based on the original purchase price of the mattress will be deducted from your refund. This applies if the mattress is returned after any applicable 14-day statutory cooling-off period for online sales has expired, and provided all other trial conditions are met. This fee contributes to the costs associated with processing, inspecting, and handling trial returns.
• Diminished Value: If a mattress is returned under the trial but does not meet the 'donatable condition' criteria, a deduction for diminished value may also be applied, in addition to any applicable restocking fee.
• Donation: Returned trial mattresses in good condition are typically donated to charity.

Distinction from Statutory Rights (Online Sales):

For online mattress sales, the 100-Night Sleep Trial is a goodwill offer from The Spinery and is separate from your statutory 14-day right to cancel (see Section 4). The conditions for the 100-Night Trial, such as customer responsibility for return shipping costs and the 8% restocking fee (applicable after the 14-day statutory period), apply specifically to this extended trial offer. If you exercise your statutory 14-day right to cancel an online mattress order, you (the customer) are responsible for return shipping costs as outlined in Section 4, and no restocking fee applies for this statutory cancellation.

6. Pillows, Bedframes & Other Products: Returns Policy

Online Sales - Standard 14-Day Cooling-Off Period:

For all other products purchased online (excluding mattresses), your statutory 14-day right to cancel applies as detailed in Section 4. You (the customer) will be responsible for the cost of return shipping for these items if you exercise this right.

In-Store Sales:

For pillows, bedframes, and other accessories purchased in-store, please refer to Section 2 ("Returns for In-Store Purchases") regarding change-of-mind returns. Your statutory rights for faulty goods (Section 7) still apply.

Pillows – Hygiene Considerations (Online & In-Store):

Pillows are personal use items where hygiene is a key consideration.

• Sealed Pillows: To ensure hygiene and for health protection reasons, if a pillow is delivered/sold in sealed packaging and is unsealed after delivery/purchase, your right to return it for a change-of-mind cancellation (online) or under any discretionary in-store policy is lost. This exception is in line with EU consumer protection regulations. We strongly advise you to inspect the pillow within its sealed packaging if you are unsure about keeping it.
• Unsealed Pillows / Pillows Not Sealed for Hygiene: If a pillow was not delivered/sold in sealed packaging for hygiene purposes, or if the seal remains intact, your standard 14-day right to cancel for online orders (as per Section 4, with the customer covering return shipping) applies, provided the pillow is unused and returned in its original condition. For in-store purchases, any return would be subject to The Spinery's discretionary in-store policy.

Bedframes and Other Accessories (Online & In-Store):

For online sales, these items are covered by the standard 14-day cooling-off period (Section 4, with the customer covering return shipping). For in-store sales, refer to Section 2. They should be returned in their original condition and packaging where possible. Diminished value may apply if handled beyond what is necessary to inspect them.

7. What if My Item is Faulty, Damaged, or Not as Described? (Online & In-Store)

Your Statutory Rights for Faulty Goods:

This section applies to all purchases, whether made online or in-store at The Spinery.

The Spinery is committed to ensuring all our products are of satisfactory quality, fit for purpose, and as described. If you believe a product is faulty, damaged on arrival, or not as described, please contact us immediately. Your statutory rights under the Consumer Rights Act 2022 are fully protected. Faults do not typically include issues arising from normal wear and tear, accidental damage after you have received the item, misuse, or failure to follow care instructions.

Please note that certain characteristics inherent to the materials used in our products may not be considered faults. For example, natural latex foam may occasionally have minor visual imperfections such as small air bubbles or variations in texture; these do not affect the performance, durability, or structural integrity of the foam and are not typically deemed faults. Similarly, our products using reclaimed wood will exhibit unique characteristics such as variations in grain, colour, knots, and minor surface imperfections. These are natural features of reclaimed materials that contribute to the product's character and uniqueness and are not considered faults unless they compromise the structural integrity or intended use of the product.

These rights include:

• Short-Term Right to Cancel (0-30 days): If a fault appears within 30 days of delivery/purchase, you have the right to reject the goods and receive a full refund.
• Right to Repair or Replacement: If a fault occurs after 30 days (or if you prefer this option within the first 30 days), you are entitled to a repair or replacement free of charge, within a reasonable time, and without significant inconvenience. If a repair or replacement is not possible, not successful, or not provided within a reasonable time, a price reduction or a final right to reject (refund) may be available.
• Faults within 6 Months: If a fault becomes apparent within six months of purchase, it is presumed to have been present at the time of delivery, unless The Spinery can prove otherwise.
• Faults after 6 Months (up to 2 years or longer under Irish Law): The trader remains liable for faults that appear up to two years after purchase (and potentially longer under Irish sale of goods legislation). If a fault develops after the initial six months, you may need to show that the fault was not caused by misuse.

Reporting a Faulty Item:

Please contact Customer Service at [email protected] or (01) 284 4093 as soon as a fault is discovered. Please provide your order number/proof of purchase, a description of the fault, and if possible, photos. For items arriving damaged, please contact us within 5 business days of receipt/purchase.

Returning Faulty Goods:

The Spinery will cover the reasonable costs of returning faulty goods and will advise you on how to return the item(s).

Refunds/Remedies for Faulty Goods:

If a refund is due, it will be processed within 14 days of the goods being returned to us and inspected, or within 14 days of agreeing to the refund if the goods are not being returned. Refunds will be made using the same payment method you originally used.

8. "Final Sale" / "Clearance" Items

Online Purchases:

It is important to note that marking an item as "Final Sale" or "Clearance" for online purchases does not affect your statutory rights.

• Your 14-day right to cancel an online order for these items for any reason remains (as per Section 4), and you (the customer) will be responsible for return shipping costs.
• Your rights if the item is faulty, damaged, or not as described also remain fully intact (as per Section 7).

In-Store Purchases:

For "Final Sale" or "Clearance" items purchased in-store, these items are typically non-returnable for change of mind. This will be clearly indicated at the point of sale. Your statutory rights if the item is faulty (Section 7) still apply.

9. Bundled Products

If you have purchased products as part of a "Bundle" offer:

• Online Sales: To exercise your 14-day right to cancel (Section 4) for a Bundle purchased online, the entire Bundle must typically be returned. You (the customer) will be responsible for return shipping costs.
• In-Store Sales: Returns of Bundles purchased in-store for change of mind are subject to The Spinery's in-store returns policy (Section 2).
• 100-Night Mattress Trial within a Bundle: If returning a Bundle that includes a mattress under the 100-Night Mattress Trial (Section 5), the trial terms will apply to the mattress component (including customer paying return shipping for the mattress and potential restocking fee). For online bundle sales, the 14-day cancellation right (Section 4, with the customer covering return shipping) will apply to other non-mattress components if returned separately within that timeframe, subject to their individual return conditions.
• Faulty Items in a Bundle: If only part of a Bundle is faulty (whether purchased online or in-store), your rights for faulty goods (Section 7) will apply to that specific item.
• Please contact The Spinery to discuss options if you wish to return part of a Bundle.

10. How to Make a Return: Step-by-Step

This general process applies to most returns. Specific instructions may be provided by Customer Service based on your situation (e.g., online vs. in-store, trial vs. faulty).

Step 1: Notify Us

• Contact Customer Service to inform us of your intention to return an item. Please provide your order number/proof of purchase, the item(s) to be returned, and the reason for return.
  • Email: [email protected]
  • Phone: (01) 284 4093
• For online statutory 14-day cancellations, the Model Cancellation Form (available by clicking here or can be requested) can also be used.

Step 2: Prepare Your Return

• Ensure the item is packaged appropriately. Original packaging is recommended.
• For mattresses returned under the 100-Night Trial, if original packaging is not used, a fee may apply (see Section 5).
• Include any accessories, manuals, and free gifts (unless otherwise specified, e.g., promotional items with 100-Night Trial).

Step 3: Send or Bring the Item Back

• Customer Service will provide the return address or instructions for in-store returns if applicable.
• If you are responsible for return shipping costs (e.g., online statutory cancellations, 100-Night Trial mattresses), use a trackable service.
• If The Spinery is covering return shipping (e.g., faulty items), we will arrange collection or provide a prepaid label.

Step 4: Inspection and Refund/Remedy

• Once received, the item will be inspected.
• Your refund or agreed remedy will be processed promptly. The refund period begins once the product is returned and inspected.

11. Further Important Information

Refund Method:

Refunds are processed back to the original payment method, unless otherwise mutually agreed.

Refund Timing:

We aim to process refunds within 14 days of the goods being returned to us and successfully inspected (for cancellations), or within 14 days of agreeing a refund for faulty goods. Please allow an additional few days for the refund to appear in your bank account or on your card statement, depending on your bank's processing times.

Exchanges:

For exchanges, please contact Customer Service. For faulty items, repair or replacement options will be discussed.

Policy Updates:

This Returns Policy was last updated on May 20, 2025. The Spinery reserves the right to amend this policy at any time, but any changes will not affect orders/purchases already made.

Contact for Questions: