Terms & Conditions

Our Promise To You

Thank you for choosing a mysa® product.

With anything mysa, we hope you’ll sleep content and cosy.

Please take some time to read these Terms & Conditions carefully. They have been designed to clearly explain your rights, responsibilities, and the services we offer when you purchase from mysasleep.co.uk.

In the unfortunate event that you do experience any manufacturing issues with your product, whether due to faulty materials or imperfect workmanship, we assure you that we’ll repair or replace any defective part or the entire product. We kindly ask that you follow the care and usage instructions, as well as the terms and conditions, set out below.

These terms apply only to products purchased directly from mysasleep.co.uk.

Company Details & Customer Contact

mysa® is operated by:

B&A Quilting UK Ltd

Unit 1 Greenside Way

Middleton, Manchester

England, M24 1SN

Company Number: 07723683

Customer contact, order management, sleep trials, returns, and guarantee claims are handled exclusively by mysasleep.co.uk.

Customer Support:

Email: help@mysasleep.co.uk
Telephone: 0161 518 4484
Hours: Monday–Friday, 9:00am-4:00pm

Terms and Conditions

Definitions

For the purpose of these terms, the following definitions apply:

“mysa” or “mysa®” or "mysa Sleep UK"
refers to mysa, the manufacturer and brand owner, operated by B&A Quilting UK Ltd.
“Customer” or “You”
refers to the original purchaser of a product from mysasleep.co.uk within the United Kingdom.
“Product”
refers to a mysa mattress or mysa pillow purchased new from mysasleep.co.uk

1. Guarantee Period & Scope

Mattresses:

Mattress core:
10-year limited guarantee from the date of delivery to the original purchaser.
Mattress cover (fabric and zip):
1-year limited guarantee from the date of delivery.

Pillows:

Pillow (foam core and cover):
1-year limited guarantee from the date of delivery.

General:

This guarantee applies to private domestic use within the United Kingdom only. It is non-transferable and applies to the original purchaser only.

This guarantee does not apply to products used in commercial environments, including but not limited to: hotels, guest houses, Airbnb or short-term rental properties, serviced accommodation, rental properties, care homes, student accommodation, or any other business, hospitality, or institutional use.

2. What Is Covered (Manufacturing Defects)

Subject to proper use and care (see Sections 4-6), mysa will repair or replace, at our discretion, where inspection confirms a manufacturing defect.

Mattress defects covered:

Excessive permanent indentation or sagging
of the mattress core greater than 4.0cm (measured with no load; see “How to measure” section), provided it is not within the normal settlement tolerances listed in Section 5 and is not caused by an unsuitable base or misuse.
Foam integrity failure:
cracking, splitting, or collapse of internal foam layers under normal use.
Hybrid spring failure (if applicable):
broken, protruding, or collapsed springs; structural failure of the spring unit.
Cover manufacturing defects (within 1 year):
faulty stitching or a broken zip - cover replacement only (not a new mattress).
Post-unboxing expansion:
failure to expand after unrolling once the product has been unpacked and allowed to recover per Section 6, and outside industry tolerances.
Size tolerance (industry standard — mattresses):
finished mattress length/width ±2cm; height ±2cm once fully recovered (see Section 6). Colour variations in foams and minor cosmetic differences do not indicate a defect.

Pillow defects covered:

Foam integrity failure:
cracking, splitting, or collapse of the foam core under normal use.
Cover manufacturing defects (within 1 year):
faulty stitching or a broken zip — cover replacement only (not a new pillow).
Post-unboxing expansion:
failure to expand after unpacking once the pillow has been removed from its packaging and allowed to recover per Section 6.
Size tolerance (pillows):
height, length, and width may vary by up to ±10% from the stated dimensions once fully recovered. This is within normal manufacturing tolerance and is not considered a defect.

3. What Is Not Covered (Exclusions)

This guarantee does not cover:

Applicable to all products (mattresses and pillows):

Comfort or feel changes (too firm, too soft, temperature/heat perception).
Normal wear and tear or softening of foams and fibres with use.
Stains, soiling, odours, unsanitary condition, mould, mildew, bed bugs, or other infestations. We are unable to accept items that are soiled, dirty, or unhygienic in any way.
New product odour:
a temporary “new product” smell may be present after unboxing due to standard foam manufacturing and vacuum-packing processes. This is normal, non-toxic, and will dissipate with ventilation within a few days. Odours are not considered a defect and are not covered under this guarantee.
Damage or defects from misuse or improper care, including:
cuts, tears, burns, liquid ingress, excessive humidity or poor ventilation, inappropriate cleaning (e.g. harsh chemicals, steam, machine washing foam components), opening or tampering with the cover or internal layers, or using without appropriate linen (bed linen for mattresses; a pillowcase for pillows).
Transport or storage damage after delivery (e.g. bending, folding, re-rolling, compression for extended periods).
Products purchased from unauthorised sellers, marketplaces, or outside of mysasleep.co.uk.
Products that are unsanitary or soiled.
Any claim submitted without the required evidence (see Section 10).

Foam discolouration: natural colour changes of foam and fillings are normal over time and not indicative of a defect. Foam colours shown on product pages may differ from what you receive.

Additional mattress-specific exclusions:

Normal settlement of materials (see Section 5).
Improper base, foundation, or lack of support/ventilation (see Section 4).
Failure to rotate or flip as specified (see Section 4).
Damage caused by heat sources, including electric blankets, heated mattress toppers, or any direct heat source. Prolonged or excessive heat can degrade foam materials and compromise structural integrity. Damage caused by heat exposure is considered misuse and is excluded from this guarantee.
Motion transfer.

Additional pillow-specific exclusions:

Normal softening and gradual loss of loft with regular use. Foam pillows naturally compress and soften over time - this is expected behaviour and is not considered a defect.
Damage caused by machine washing or tumble drying the foam core or the pillow cover. The pillow cover features a cooling treatment that will be damaged by machine washing.
Damage from folding, bending, or compressing the pillow for extended periods.

4. Proper Use & Care (Conditions of This Guarantee)

To remain eligible for this guarantee, the following conditions must be met.

Mattress care:

Approved bases only:
solid platform, divan, or slatted frame in sound condition.
Slat specification (mandatory):
each slat must be at least 8cm wide with gaps no greater than 8cm between slats.
A central support rail/leg is required for double sizes and above.
Floor use is not permitted.
Rotation/Flipping:
One-sided mattresses (Glacier, Breeze):
rotate 180° monthly for the first 3 months, then quarterly. Do not flip.
Double-sided mattresses (Duo):
rotate 180° and flip to the same schedule.
Protector & bed linen:
To maintain hygiene standards and preserve your rights under this guarantee, we strongly recommend the use of a mattress protector from the date of delivery. The mattress must not be used without bed linen. If a guarantee claim relates to staining, soiling, or liquid damage, you may be required to provide evidence that a suitable mattress protector was used throughout the period of use.
Heat exposure:
do not use electric blankets, heated mattress toppers, or any direct heat source on the mattress. Prolonged or excessive heat can degrade foam materials and compromise structural integrity. Damage caused by heat exposure is considered misuse and is excluded from this guarantee.
Weight guidance:
this guarantee assumes responsible, normal household use.
No modification:
do not modify, alter, adapt, re-cover, re-glue, or otherwise tamper with any mysa mattress.

Pillow care:

Always use a pillowcase. The pillow must not be used without a pillowcase.
Do not machine wash or tumble dry
the foam core or the pillow cover. The removable cover features an actiPure cooling treatment that will be damaged by machine washing.
Spot clean only.
For stains or marks on the cover, spot clean gently with a damp cloth. Do not use harsh chemicals, detergents, or bleach.
Do not submerge or soak the foam core in water or any liquid.
Do not iron or apply direct heat to the pillow or cover.
Do not fold, bend, or compress the pillow for extended periods - this can damage the foam structure.
Allow the pillow to air in a well-ventilated room periodically to maintain freshness.
No modification:
do not modify, alter, adapt, re-cover, or otherwise tamper with any mysa pillow.

5. Normal Settlement of Materials (Not a Defect)

Mattresses:

With regular use, foams and fillings relax and compress. The following is expected and excluded from guarantee remedies:

0–6 months: settlement up to 3.0cm
6–12 months: up to 3.5cm
12–24 months: up to 4.0cm
24–36 months: up to 4.5cm
36–120 months: up to 5.0cm

Where an indentation or height change falls within these normal settlement ranges, it is not considered a defect even if it exceeds 4.0cm. Only permanent indentations beyond both the above settlement tolerances and the 4.0cm defect threshold, and which are not attributable to base/support issues or misuse, are eligible.

Pillows:

Foam pillows naturally soften and lose loft with regular use. A gradual reduction in height and firmness over time is normal and expected - this is not considered a defect. Only structural failures of the foam (cracking, splitting, collapse) are covered under this guarantee.

6. Unpacking, Recovery & Size Tolerances

Mattresses:

Unbox deadline:
unpack the mattress within 4 weeks of delivery.
Recovery window:
once unwrapped, leave the mattress uncovered for a minimum of 24 hours to breathe. In some cases it may take up to 48 hours to expand completely and regain shape and size.
Industry size tolerance (after recovery):
length/width ±2cm; height ±2cm. Minor shortfall in height within the 48-hour recovery window is normal.
Rolled or flat delivery:
your mattress may arrive either flat or rolled. Specialist equipment is used to roll the mattress - never bend or re-roll it yourself at delivery or when moving rooms/location.

Pillows:

Recovery window:
once removed from its packaging, allow up to 2 hours for the pillow to fully expand and regain its shape. Minor shortfall in dimensions within this recovery window is normal.
Size tolerance (after recovery):
height, length, and width may vary by up to ±10% from the stated dimensions. This is within normal manufacturing tolerance and is not considered a defect.

Delivery & Transfer of Risk

Risk in the goods remains with us until the goods are delivered to the address you provided and are physically received by you, or by a person you have nominated to accept delivery on your behalf. Once the goods have been delivered and taken into your physical possession, responsibility for the goods passes to you.

Goods will be delivered without undue delay and within 30 days of your order, unless a specific delivery date has been agreed.

If your mattress or pillow arrives damaged or any items are missing from your order, please contact us as soon as reasonably possible. We are responsible for replacing damaged goods and covering any associated costs.

Failed or Missed Delivery

If delivery cannot be completed because no one is available to accept the goods, or access to the delivery address cannot be provided, we will attempt to rearrange delivery.

If the goods are returned to our warehouse due to a failed delivery, we will contact you to arrange redelivery. A reasonable redelivery charge may apply to cover the additional delivery costs. If redelivery cannot be arranged within 14 days of the failed delivery attempt, we reserve the right to cancel the order and issue a refund, minus the direct cost of the original delivery and return.

7. Returns & Cancellations

The following applies to returns outside of the 120-Night Sleep Trial (which covers mattresses only - see Section 8).

Mattress returns:

Orders may be cancelled within 14 days of delivery if the mattress is unopened and still vacuum sealed.
If you cancel your order after dispatch, we may deduct the direct cost of recovering the goods from your refund. This cost will reflect the actual expense incurred and will be communicated to you before collection is arranged.
A £20 return collection fee applies to unopened mattress returns.
Opened mattresses cannot be returned unless under a valid Sleep Trial (see Section 8).

Pillow returns:

Pillows may be returned within 14 days of delivery if unopened and unused, in their original packaging.
A £10 return collection fee applies to pillow returns.
Opened or used pillows cannot be returned. For hygiene reasons, we are unable to accept any pillow that has been removed from its sealed packaging.

General:

All return collections must be arranged by mysasleep.co.uk. Do not send products back without prior authorisation.
Refunds for approved returns will be processed after the product has been collected and inspected.

Hygiene Seal Notice

For hygiene and health protection reasons, mattresses are supplied sealed. If the hygiene seal has been removed after delivery, you may lose your right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This does not affect your rights under the 120-Night Sleep Trial (see Section 8) or your statutory rights in relation to faulty goods.

Refunds

If you cancel your order within the 14-day cancellation period, you are entitled to a refund. Where we arrange collection of the goods, we will process your refund within 14 days of the date you informed us of your decision to cancel. Refunds will be issued using the original payment method unless otherwise agreed.

We may make deductions from your refund for:

Any reduction in the value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods (i.e. beyond what would be reasonable in a shop), and
The direct cost of return shipping, where this has been clearly communicated to you before purchase.

Klarna Payments

If you choose to pay using Klarna, your payment will be managed by Klarna in accordance with their own terms and conditions. For full details on Klarna payment schedules, instalments, and your rights as a Klarna customer, please refer to Klarna directly at klarna.com.

8. 120-Night Sleep Trial (Mattresses Only)

mysasleep.co.uk offers a 120-Night Sleep Trial on all mattresses purchased directly from our website. The sleep trial applies to mattresses only and does not apply to pillows or any other products.

Trial starts on delivery.
The 120-night period begins on the date your mattress is delivered.
Open within 14 days.
The mattress must be unpacked and set up within 14 days of delivery.
Mattress protector required.
A mattress protector must be used at all times throughout the trial. Exchanges will be refused where a protector was not used or the mattress is presented soiled or unsanitary.
Minimum 50 nights before exchange.
We require you to sleep on the mattress for at least 50 nights before requesting an exchange. This gives your body time to properly adjust to a new mattress.
Exchange only.
The sleep trial entitles you to exchange your mattress for a different mysa model. No refunds are available once the mattress has been opened.
One exchange per order.
A single exchange is included per transaction.
£99 exchange fee.
A one-off £99 fee applies to all sleep trial exchanges. This covers collection of the original mattress and delivery of the replacement.
Price differences.
If the replacement mattress is higher-priced, the difference must be paid. No credit or refund is given for lower-priced exchanges.
Free pillows.
Any free pillows received with your original order are yours to keep regardless of exchange.
Exclusions.
Mattresses that are misused, damaged, modified, or unsanitary are excluded from the sleep trial. The mattress must be in a condition that is suitable for collection.

9. How to Make a Guarantee Claim

All guarantee claims must be submitted directly to mysasleep.co.uk:

Contact our Customer Support team with your order number, product model, and a description of the issue within 14 days of discovering the problem.
Provide the required evidence (see Section 10). We may request further photos or videos and will coordinate inspection if needed.
Inspection:
where appropriate, an independent inspection may be arranged. The product must be sanitary and, for mattresses, on a suitable base for assessment.
Decision:
we will assess in line with these Terms & Conditions and confirm the outcome.

10. Evidence Requirements (Claims Will Not Be Accepted Without These)

We are unable to accept any guarantee claim unless all required photographic evidence is supplied. Incomplete submissions or photos that do not follow the guides below will not be assessed.

Mattress Claims

How to measure mattress height and indentation:

Before submitting a claim, you must measure your mattress using the method below. Claims that do not follow this method will not be accepted.

Step 1: Place a long, flat, rigid item (e.g. a spirit level, broom handle, or straight piece of wood/metal) across the centre of the mattress to create a straight edge. Remove all bedding first. The mattress must have fully recovered per Section 6.

Step 2: Measure vertically from the base of the bed (where the mattress sits) up to the underside of the straight edge at the highest point of the mattress surface. Use a tape measure or ruler showing a clear mm scale. Photograph the measurement perpendicular to the surface.

Important - measure from the bed base, not the floor The tape measure must start where the mattress sits on the base, not from the floor. See the correct and incorrect examples below.

If you are claiming for indentation or sagging, provide this measurement at three locations per side used: hips, shoulders, and centre. Include time and date stamps on all photos.

Five mandatory photos required for all mattress claims:

Every mattress claim must include the following five images. Claims without all five will not be assessed.

Photo 1 - Side view of your mattress. Remove all bedding. Photograph from the side so the full profile of the mattress is visible.

Photo 2 - Top view of your mattress. Remove all bedding. Photograph from directly above.

Photo 3 - Your bed base. Remove the mattress and photograph the base clearly, with a tape measure showing the width of each slat and the gap between slats.

Photo 4 - The specific issue. If you are claiming for a specific defect (e.g. sagging, spring protrusion, cover fault), take several clear, close-up photos that clearly show the problem.

Photo 5 - Mattress height measurement. Follow the measurement guide above exactly. Show the tape measure from the bed base to the top of the mattress at the highest point.

Claims related to height will only be assessed after the recovery window in Section 6 and against the ±2cm height tolerance.

Pillow Claims

For pillow guarantee claims, please provide:

A clear photo of the pillow showing the defect (e.g. cracking, splitting, or collapse of the foam).
A photo of the pillow cover if the claim relates to stitching or zip failure.
Your order number and proof of purchase.

We may request further photos or information to assess the claim.

11. Remedies

If a covered defect is confirmed, mysa will repair or replace the product at our discretion.
If the original model or size is discontinued, mysa may supply a comparable current model. If a comparable replacement is not reasonably available, mysasleep.co.uk may refund the product price as a last resort.
Clock does not reset:
any repair or replacement continues under the original guarantee term (10 years for mattresses; 1 year for pillows).
Limit of replacements:
maximum one replacement per order. If the issue reoccurs and is again validated, mysasleep.co.uk may refund instead of further replacements.
Costs:
collection and delivery for approved guarantee remedies are covered during the guarantee term.

Privacy & Guarantee Claims

All personal data provided in connection with an order or guarantee claim - including photographs, order numbers, contact details, and any supporting information - will be processed in accordance with our Privacy Policy. For full details on how we collect, use, and protect your personal information, please see our Privacy Policy.

12. Limitations & Legal

This guarantee is the sole remedy for manufacturing defects. mysa will not be liable for incidental or consequential losses (e.g. inconvenience, lost time, discomfort, alternative sleeping costs).
mysa makes no other express guarantee. Any implied terms are disclaimed to the extent permitted by law.
Nothing in these terms affects your statutory rights under UK consumer law.
Governing law: England & Wales.

Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes in our products, business practices, or legal requirements. The version of these terms in force at the time of your purchase will apply to your order. We will update the 'Last updated' date at the top of this page when changes are made.