Version 1.0 · Effective from 7 August 2026

What this costs you

• Delivery is included in the price. Room of choice where available, threshold delivery everywhere else. Neither costs extra
• 30 days to change your mind — 14 by law, 16 more from us
• Separately, if your ROLL is faulty you have 30 days to reject it for a full refund under the Consumer Rights Act — that is a different right and costs you nothing
• We arrange collection. You don’t need a carrier, a pallet or a crate
• You pay the collection cost, charged at what the carrier actually invoices, never more than £300
• No restocking fee, handling fee or administrative fee. There are none
• The mattress comes back with the ROLL. Clean: £0. Needs cleaning: actual cost, max £100. Cover soiled beyond cleaning: £130 Queen / £80 Twin. Cannot be recovered: £300 Queen / £200 Twin
• Trying it out costs nothing — unpack it, set it up, run the mechanism, lie on the mattress. That is what the 30 days are for
• If your ROLL is faulty, none of the above applies. You pay nothing at all

Those are every limit and every charge that applies to you. Everything below explains how each one works, and covers delivery, your rights under the Consumer Rights Act, our 2-year cabinet and 5-year mattress guarantees, and how to start a return.

1. Delivery

What’s included

Delivery is included in the price of every ROLL. There is no separate delivery charge at checkout.

We deliver to your room of choice where that service is available. A two-person crew carries ROLL to the room you nominate — up stairs, through your home — and sets it down there, boxed. Assembly and packaging removal are not included.

We’re working with our logistics partners to extend room-of-choice delivery everywhere we sell, and it isn’t available in every area yet. If we can’t provide it to your address, we’ll tell you before we ship. You can then either accept threshold delivery — to the first accessible ground-floor point at your address — or cancel your order for a full refund.

Both services are included in the price. If you accept threshold delivery and later change your mind about the product, exactly the same return terms apply as if it had been carried into your room.

Timing

ROLL is manufactured after you order. The estimated production and delivery window is shown on the product page and in your Order Confirmation before you pay.

Timings can move because of manufacturing capacity, quality inspections, shipping schedules, customs clearance, port congestion, weather and public holidays. We’ll tell you about significant delays as soon as we reasonably can.

If we can’t deliver within the agreed period, you may give us a further reasonable period; if we still can’t, you may cancel and receive a full refund.

Before delivery — please check

• The product fits the intended room
• Entrances, staircases, lifts, corridors and turns allow delivery
• Any required electrical connection is available

If delivery to your chosen room proves impossible because of access we weren’t told about, the crew will leave the product at the nearest accessible point at your address. This does not affect your right to cancel.

On the day

Please make sure delivery information is accurate, someone is available to receive the delivery, the address is safely accessible, and any building access restriction has been disclosed to us beforehand.

Missed deliveries: if a delivery can’t be completed because nobody is present or access wasn’t as described, we rebook once at no charge. If a second attempt fails for the same reason, we may pass on the carrier’s actual redelivery or storage charge — we’ll tell you what it is before rebooking, and we won’t charge you an amount we haven’t disclosed in advance.

If it arrives damaged

Please inspect the packaging and product as soon as you reasonably can. It helps us if you photograph the packaging before opening, photograph the damage, keep the packaging until the claim is resolved, and tell us at support@rollbed.co.

These are requests, not conditions. They let us settle carrier claims quickly, but not having them does not affect your rights or your remedy. We do not refuse claims for want of photographs.

The delivery crew photographs your ROLL on delivery and you receive a copy.

2. Returns

30 days

You may return your ROLL within 30 days of delivery without giving a reason.

The first 14 days are your statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The remaining 16 are given by us on the same terms and can be relied on in the same way.

The period starts on the day you, or someone you nominate, take physical possession of the goods.

How to start

Email support@rollbed.co with your order number and a clear statement that you’re returning your ROLL. You may use the model cancellation form in the Terms & Conditions, but you don’t have to.

We’ll confirm, issue a return reference, and agree a collection window with you. You then have 14 days to return the goods.

Contacting us first is an operational step so we can send a crew to the right address at the right time. It does not affect the validity of a statutory cancellation, and we will not refuse one because it was notified without a reference number.

How the return happens

ROLL cannot be returned by post. You don’t need to find a carrier, obtain a pallet or build a crate.

We organise collection. A two-person crew comes to your address, brings all packaging materials required, and prepares the product for transport.

Please have:

• The ROLL accessible at the agreed point
• The mattress unrolled and out of the cabinet — it comes back with the ROLL
• Someone present during the collection window

Please keep the original packaging — it makes collection simpler. It is not required, and your refund is unaffected if you no longer have it.

Please photograph the cabinet and mattress before they’re packed. This protects you if anything is damaged in transit. The crew photographs them too and you’ll receive a copy.

What it costs you

You bear the direct cost of the return collection. This is charged at the actual amount the carrier invoices and will never exceed £300. We deduct it from your refund and send you the carrier’s invoice.

We charge no restocking fee, no handling fee and no administrative fee.

Condition of the goods

Unpack ROLL, set it up, operate the mechanism and lie on the mattress — everything you’d do to examine it in a shop. That costs you nothing.

You are liable only for a reduction in value caused by handling beyond what’s necessary to establish the nature, characteristics and functioning of the goods. Any deduction is the actual cost of restoring the product, itemised, with nothing added on top.

Before any deduction is made we send you dated photographs of what we found and an itemised breakdown. If you disagree, write to us and we’ll review it with you.

Your refund

We refund everything you paid, including the delivery cost, less any deduction above.

We refund within 14 days of you telling us you’re returning, though we may wait until we have the goods back or you’ve shown proof of dispatch, whichever is earlier. Original payment method, no fee.

What happens to your returned ROLL

Nothing is thrown away that doesn’t have to be. Cabinets are inspected and restored. Mattresses are inspected and, where needed, professionally cleaned before being reused. Where a mattress genuinely can’t be recovered, the foam goes to a recycler.

3. Warranty

Your legal rights come first

Under the Consumer Rights Act 2015, goods we supply must be of satisfactory quality, fit for purpose and as described. This is a different right from the right to cancel in section 2, and it applies whether or not you have changed your mind.

If your ROLL doesn’t meet those standards:

• Short-term right to reject. For 30 days from delivery you may reject the goods and receive a full refund. You pay nothing, and no deduction applies
• After 30 days, you’re entitled to a repair or replacement. If that fails, or can’t be done within a reasonable time and without significant inconvenience, you’re entitled to a price reduction or to reject the goods
• Burden of proof. Where a fault appears within the first six months, it’s presumed to have been there at delivery and you don’t have to prove it
• Time limit. You may bring a claim under the Act for up to six years in England, Wales and Northern Ireland, and five years in Scotland

None of the return costs or deductions in section 2 apply to a faulty product. No collection cost, no deduction, no charge of any kind. We bear all costs of any remedy, including collection.

Our commercial guarantee — ROLL cabinet and mechanism, 2 years

In addition to your statutory rights, we guarantee the cabinet, frame, motor, gearbox, drive chain, clutch, control board, wiring, frame welds and joints, cabinet structure and tensioning system against defects in materials and workmanship for two (2) years from delivery, to the original purchaser.

This guarantee is in addition to your statutory rights and does not affect them. In particular, it does not shorten the period during which you may bring a claim under the Consumer Rights Act.

Our commercial guarantee — ROLL mattress, 5 years

In addition to your legal rights, ROLLBed d.o.o., Prisavlje 10, 10000 Zagreb, Croatia, gives a commercial guarantee on the ROLL mattress for five (5) years from delivery, to the original purchaser. It is not prorated — for the full five years a covered defect is repaired or replaced at no cost to you.

This guarantee is in addition to your statutory rights and does not affect them.

Covered:

• Permanent indentation deeper than 20 mm, measured with the mattress unweighted, lying flat on a firm level surface, against its nominal height of 140 mm. Measure at the deepest point, all bedding removed, at least 24 hours after the mattress was last used
• Splitting or cracking of the foam core under normal use
• Seam or zipper failure in the cover
• Loss of support preventing the mattress from rolling and unrolling correctly in the ROLL mechanism

Not covered: normal softening of foam — all foam softens with use and this is not a defect; comfort preference; indentation shallower than 20 mm; indentation caused by using the mattress on a support other than a ROLL cabinet; burns, cuts, tears or damage from pets; misuse or abuse; use beyond the stated weight limit of 300 lbs (135 kg); damage from cleaning agents or moisture; and commercial, rental or short-term-let use.

Staining and soiling. Normal staining and soiling from ordinary use does not affect this guarantee — we assess whether the foam has failed, not how the mattress looks. Staining and soiling are not themselves defects and are not covered.

Also not covered:

• The smell of a new mattress in the first days after unpacking. This comes from the composition of the foam, is not harmful, and clears within a few days with normal ventilation
• Colour change in the foam over time. This does not affect comfort, support or durability
• Pilling of the cover fabric — small fibre balls forming on the surface. This is inherent to textiles, is cosmetic only, and does not affect performance
• Obsolescence — the fact that we later release a newer model, material or specification

How we put things right

We repair, send you the part, or replace the unit — whichever suits the fault. Where a complete replacement is needed, we ship the new one before we collect the old one, so you’re never without a bed. No cost to you.

Mattress claims are assessed from your photographs. You don’t need to send the mattress back.

Making a claim

Email support@rollbed.co with your order number and photographs. For an indentation claim, include a photograph of a straight edge laid across the mattress with a ruler at the deepest point.

Photographs help us resolve matters in days rather than weeks, but they are not a condition of your statutory rights.

Replacing a product does not restart the guarantee; the original five years runs from your first delivery date.

4. Business and trade orders

The right to cancel applies to consumers only. Where you supply a business name, VAT number or other business registration number at checkout, or where we agree trade terms with you in writing, your order is governed by our Trade Terms, which include no right to cancel.

If you supplied business details but are buying as a consumer, tell us at support@rollbed.co before delivery and we’ll treat your order as a consumer order. We do not reclassify an order as a trade order after it has been accepted.

5. How this fits with our Terms & Conditions

This document sets out our shipping, returns and warranty terms in full. Where it differs from our Terms & Conditions on those subjects, this document applies. On everything else — orders, pricing, intellectual property, liability and governing law — the Terms & Conditions apply.

ROLLBed d.o.o. · Prisavlje 10, 10000 Zagreb, Croatia
support@rollbed.co · +385 91 798 9669

© 2026 ROLLBed d.o.o. All rights reserved.