Sad experience, CAREFUL!!! Buy it somewhere else! I recently ordered a mattress form MattressOnline, after received at home I was not happy with the quality of the brand, so I decided to refund the item. Obviously it was an intense few days of talks with Customer Services until I understood that there is nothing to do a part from give up. I had no rights nor customer protection to say no to what I got just because it was opened. Shame that I was not aware of the rights that I deny when buying from MatressOnline. Their policy doesn’t allow you to test/try the mattress, from the very first moment the mattress is opened they got strongly attached to their policy where explicitly deny refunds of opened mattresses. It could sound as common sense but when buying a mattress online you should be protected for the DSR “distance selling regulations” but as I experience on my own shoes the DSR are overridden by the MattressOnline greed. More over, is good to know, if you buy mattress from many other stores, they usually provide you with 15, 20 or up to 40 days of trial before to decide if you should keep or return the mattress. Please, if you still considering to buy from MattressOnline make sure you have read and understand the following terms and conditions under their refunds policy: 9.1. MattressOnline.co.uk Ltd will refund the purchase price of the goods or services within 14 days of receiving and checking the goods are as new and complete - less any transport costs. 9.3. Unfortunately, we cannot authorise refunds or exchanges on any products that have been unpacked or slept on. (simply un-packed they would deny the refund) 9.4. To accept an item for return we must be notified in writing within 14 days of delivery. The item must be then returned to us as soon as possible. (increasing the complexity of the refund process clearly doesn’t help with the customer rights) 9.7. Where possible, MattressOnline.co.uk Ltd will liaise with the manufacturer with regards to an exchange - it is the sole discretion of the manufacturer to offer an exchange if this circumstance should arise. (In case of you manage to comply with the points above: they offload the responsibility on the manufacturer) 9.10. Exchanges, where applicable, will incur additional costs (bear in mind they are based in Rotherham. If you need to send back from London you are looking at £200+ of refund delivery costs) Worth to mention the conditions as per customer services where they inform of: “Returns department is open Monday to Friday, 930am - 5.30pm. The return should be planned within these times.”