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WHY NOT TRY OUR AWARD-WINNING SLEEP TECH?
It can take up to a month to get used to a new mattress, which is why we give you 200-Night Trial to sleep on it. If you’ve only ever slept on a mattress that’s just foam or simply springs - or perhaps your old mattress has simply seen better days - a brand new Simba Hybrid® might feel softer or firmer than you’re used to (it’s actually medium-firm overall, which research shows is the best for most of us). So we do recommend spending some time getting to know your Simba Hybrid® Mattress.
We want you to rest easy, though. If you’ve given it a good try and you decide a Simba product just isn’t right for you, it’s easy to organise a free return or collection.
To request a return of your Simba Hybrid Mattress® within its 200-Night Trial period, or to request a warranty claim or standard return for any other product, simply submit a request via the form further below and our team will be in touch within 2 business days with the next steps.
Read more information about your 10 year mattress guarantee here.
Whether you’re within your trial period or outside, requesting a return of your mattress is easy. Simply log in to your Simba Account, if you don’t have one just click on the button below - make sure you use the same email address you used when ordering.
You will then see your previous orders and the options to return.
And don't worry: it takes specialist equipment to roll our mattress into a box, so we wouldn't dream of asking you to try. All you need to do is remove the sheets, and our collection team will take care of the rest.
All items that aren't mattresses have a standard 14 day return policy. We'll need the items back in the same condition, and securely wrapped with the original packaging.
In the same way as any other Simba product return, simply log in to your Simba account, if you don’t have one just click on the button below - make sure you use the same email address you used when ordering.
You will then see your previous orders and the options to return.
A common misconception within the mattress industry is that a dip in a mattress is a defect. In fact, depending on the size of the dip, this is quite often natural settlement of the mattress layers, and their moulding to your regular sleeping position. Consider the gradual compression of a sofa or the stretch of the leather in new shoes. The feeling of a 'ridge in the middle' could be considered the same thing with 2 sleepers in a particularly wide mattress, settlement present across each sleeping position.
Our mattresses, and any other for that matter, will take some time to get used to your body shape and the way you sleep, this is also why we offer a 200-night trial to make sure you get the best sleep experience before deciding on whether the mattress is right for you.
Normal settlement and compression of the mattress layers can be reduced with regular rotation of the mattress.
Of course, sometimes defects can happen. We take great pride in the quality of our products and we like to think they're rare across the many many happy Simba Sleepers out there.
Please use the table below to review whether your mattress is suffering from excessive settlement of the layers which might indicate an issue or defect with the product. If outside of these tolerance levels, please complete the Returns and Replacements request form further below and our team of Sleep Experts will be back in touch within 48hrs on next steps put you back in good snoozing.
Once your Simba has been collected, our courier will give us the heads up and we'll process your refund excluding any delivery fees paid within the original purchase. The money will be returned through your payment method, within 7 days of the collection date. We cannot issue refund cheques, and if there are any problems with the refund (eg if your card has expired), we'll get in touch to arrange a bank transfer.
If you've signed up for financing, we'll cancel the agreement for you, but please don't cancel the direct debit until you've received notification that the cancellation is complete. Any installments that you paid up until that point will be refunded within 14 business days. We don't charge anything for returns, but please note you won't be refunded any delivery charges from your original order.
All returns are free of charge. However, any delivery charges paid as part of the original purchase will be excluded from the refunded amount.
Once the item is on its way back to us, we’ll process your refund and cancel the financing agreement if you chose the 0% instalment option.
When you buy a bundle, your order will include a breakdown of the reduced price for each item (compared to buying them individually). If you choose to single out a particular item for a return, we can only refund you at the reduced rate for this item and not the full price as if purchased separately. So if you're expecting a refund, please check this against your original order confirmation - not against the full price listed on the website at the time of your return.
As a reminder, the 200-Night Trial only applies to our mattresses.
Mattress Recycling Service
