Refund and Returns Policy

*Last Updated: 13 October 2026*

At *TW Foam LLC*, we want every customer to be completely satisfied with their purchase.

We understand that sometimes a product may need to be returned, and we aim to make the returns and refunds process as straightforward as possible.

Please read our Returns & Refunds Policy carefully before making a purchase.

This policy applies to purchases made through our website, twfoam.co.uk, and should be read alongside our Terms & Conditions and Shipping & Delivery Policy.

1. Your Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers purchasing eligible products online generally have the right to cancel their order within *14 calendar days of receiving their goods*, without providing a reason.

The cancellation period begins the day after you, or someone nominated by you, receives the goods.

If your order contains multiple items delivered separately, the cancellation period generally begins after you receive the final item.

To exercise your right to cancel, you must notify us within the applicable 14-day cancellation period.

*Contact TW Foam:*

Email: support@twfoam.co.uk
Telephone: +1-720-456-5404

Please include your order number and details of the products you wish to return.

2. Returning Mattresses, Divan Beds and Headboards

We accept change-of-mind returns for eligible mattresses, divan beds, and headboards in accordance with applicable UK consumer law.

For products supplied with a hygiene seal, cancellation rights may be restricted where the product is genuinely unsuitable for return for health protection or hygiene reasons and the seal has been broken after delivery.

Any applicable restrictions will be clearly explained before purchase.

Please note:

– Customers must notify us of their intention to cancel within 14 calendar days of receiving eligible goods.
– Products should be handled only as reasonably necessary to inspect their nature, characteristics, and functionality.
– Customers may be responsible for any reduction in value caused by excessive handling.
– We recommend retaining the original packaging to help protect items during return shipping.
– Statutory rights relating to faulty or incorrectly described goods remain unaffected.

We recommend contacting us before returning any mattress, divan bed, or headboard so we can provide appropriate return instructions.

3. How to Return an Item

If you wish to return an eligible product because you have changed your mind, please follow these steps.

Step 1: Contact Us

Email support@twfoam.co.uk within 14 calendar days of receiving your order.

Please provide your order number, the product you wish to return, and confirmation that you would like to cancel your purchase.

Step 2: Receive Return Instructions

Our customer service team will provide the appropriate return address and any necessary return instructions.

Please do not send products to our registered business address unless specifically instructed to do so.

Step 3: Arrange Your Return

Unless otherwise agreed or required by law, customers are responsible for arranging and paying for return delivery when cancelling due to a change of mind.

We recommend using a reputable courier that provides proof of collection and delivery.

Step 4: Provide Tracking Information

Once your return has been arranged, please email us the courier details and tracking information.

Step 5: Return Your Items

You must send the goods back within 14 calendar days of notifying us of your cancellation.

Please ensure products are appropriately packaged to minimise the risk of damage during transit.

4. Return Delivery Costs

For change-of-mind returns, customers are generally responsible for the direct cost of returning the products, provided this responsibility was disclosed before purchase.

Return shipping costs may vary depending on the size, weight, and delivery location of the product.

Large items such as mattresses, divan beds, and headboards may require a specialist furniture courier.

Where a product is faulty, damaged, incorrectly supplied, or otherwise does not meet applicable consumer law requirements, TW Foam LLC will be responsible for reasonable return costs where legally required.

We recommend contacting our customer service team before arranging the return of a faulty product.

5. Damaged or Faulty Products

We take care to ensure that products arrive in good condition.

However, if your order arrives damaged, faulty, or incorrect, please contact us as soon as possible.

We recommend reporting visible damage within *48 hours of delivery*, where reasonably possible, to help us investigate the issue promptly.

If you discover a fault after delivery, please contact us when the issue becomes apparent.

Email:support@twfoam.co.uk

Please include:

– Your order number.
– A description of the damage or fault.
– Clear photographs of the affected product, where available.
– Photographs of the packaging, if relevant.

We may request additional information or arrange an inspection to determine the nature of the issue.

Important: Reporting periods are provided to help us resolve problems efficiently. They do not restrict your statutory consumer rights.

6. Your Rights Under the Consumer Rights Act 2015

Under the Consumer Rights Act 2015, products must be of satisfactory quality, fit for their intended purpose, and as described.

If a product does not meet these requirements, you may be entitled to a refund, repair, replacement, or other appropriate remedy.

Faults Within 30 Days

Where the statutory short-term right to reject applies, customers generally have 30 days from delivery to reject faulty goods and request a refund.

Faults After 30 Days

After the initial 30-day period, we will generally have the opportunity to repair or replace faulty goods before a refund or price reduction becomes available, subject to applicable law.

Faults Within Six Months

For qualifying faults identified within the first six months, the law generally presumes that the fault existed at delivery unless the retailer can demonstrate otherwise or the presumption is incompatible with the nature of the goods or fault.

Faults After Six Months

For faults reported after six months, customers may need to demonstrate that the issue existed when the goods were delivered.

Nothing in this policy limits your statutory rights under UK consumer protection legislation.

7. Collection of Faulty or Damaged Goods

Where an item is confirmed to be faulty, damaged, or incorrectly supplied, we will arrange an appropriate return or collection process where required by law.

Depending on the product and circumstances, this may involve collection by a courier or other reasonable return arrangements.

We ask that items are made reasonably accessible for collection.

Where possible, please retain the original packaging.

However, the absence of original packaging does not automatically remove your statutory rights regarding faulty goods.

For health and safety reasons, we may need to make alternative collection arrangements for products that are heavily soiled, wet, infested, or otherwise unsafe to handle.

8. Return Inspections

Once returned goods arrive at the designated returns facility, they may be inspected.

Inspections help us confirm:

– The identity of the returned product.
– The condition of the goods.
– Whether any excessive handling has reduced their value.
– The nature of any reported fault or damage.

For eligible change-of-mind returns, we may make a lawful deduction for diminished value resulting from handling beyond what is reasonably necessary to inspect the goods.

We will not automatically reject a statutory return solely because the original packaging is missing.

Where returned goods are damaged during transit, the circumstances will be reviewed in accordance with applicable law and the arrangements made for the return.

9. Refund Processing

We aim to process eligible refunds promptly.

Change-of-Mind Refunds

Where a statutory cancellation right applies, we will refund the amount required by law, including the original standard delivery charge where applicable.

If you selected a more expensive delivery service, such as Saturday delivery, we are generally not required to refund the additional cost above our least expensive standard delivery option.

We may withhold your refund until we have received the returned goods or you provide evidence that the goods have been sent back, whichever occurs first.

Refunds will be issued within the applicable statutory timeframe, generally within 14 calendar days of receiving the returned goods or satisfactory evidence of their return.

Faulty Goods Refunds

Where you are legally entitled to a refund for faulty goods, we will process the refund in accordance with the Consumer Rights Act 2015.

Payment Method

Refunds will normally be issued using the same payment method used for the original purchase unless otherwise agreed.

Once processed, the time taken for funds to appear in your account may depend on your bank or payment provider.

10. Incorrect Items

If you receive an item that is different from the product ordered, please contact us as soon as possible.

Email **support@twfoam.co.uk* with your order number and details of the incorrect product.

Where we have supplied an incorrect item, we will arrange an appropriate resolution at no additional cost to you.

This may include a replacement, collection, or refund, depending on the circumstances and your legal rights.

11. Missing Items or Components

If your order arrives with missing items or components, please contact us promptly.

We recommend reporting missing components within 14 days of delivery, where possible.

Please provide your order number and details of the missing parts.

We will investigate the issue and arrange an appropriate resolution.

This recommended reporting period does not affect your statutory rights.

12. Cancelled Orders Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

*Email:* support@twfoam.co.uk
*Telephone:* +1-720-456-5404

Where cancellation is accepted before dispatch, we will arrange a refund of the applicable amount.

If your order has already been dispatched, you may still be entitled to cancel under the Consumer Contracts Regulations.

In these circumstances, please contact us for further instructions.

13. Products Damaged by Misuse

TW Foam LLC is not responsible for damage caused solely by customer misuse, accidental damage, improper assembly, or unauthorised modifications.

Examples may include:

– Damage caused by incorrect assembly.
– Damage caused by using an unsuitable bed base.
– Accidental tears, burns, or stains.
– Damage caused by improper storage.
– Damage resulting from failure to follow reasonable product care instructions.

However, this does not affect your rights where a product was faulty, not as described, or otherwise failed to meet legal requirements at the time of delivery.

14. Return Packaging

We recommend retaining the original packaging until you are satisfied with your purchase.

Where possible, returned goods should be securely packaged to prevent damage during transportation.

For larger items, suitable protective packaging may be necessary.

Original packaging is not an automatic requirement for exercising statutory cancellation or faulty-goods rights.

15. Refunds for Delivery Charges

Where a customer exercises a valid statutory change-of-mind cancellation right for an entire order, we will refund the original standard delivery charge where required by law.

Additional charges for premium delivery services may not be refundable beyond the cost of standard delivery.

Where products are faulty or incorrectly supplied, delivery-related refunds and costs will be handled in accordance with applicable consumer law.

16. Contact TW Foam

If you have any questions about returning an item, requesting a refund, or reporting a damaged product, please contact our customer support team.

*TW Foam LLC*

9822 Wallace Ct
Highlands Ranch, CO 80126
United States

*Telephone:* +1-720-456-5404

*Email:* support@twfoam.co.uk

*Website:* twfoam.co.uk

*Important:* Our business address is not necessarily the product return location. Please contact us for the appropriate return address before sending any goods.

We aim to resolve all returns and refund enquiries fairly, efficiently, and in accordance with applicable consumer protection legislation.

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