Returning an OTTY order

How do I go about returning my order?

If you are still within the sleep trial period dates and decide that your OTTY item isn’t for you, you can begin the returns process by emailing returns@otty.com.

I have a faulty item, how do I return it?

If you have a faulty item, please email returns@otty.com with your order number, details of the fault, and an image of the fault so that our returns team can look into this for you.

Our returns team may require more imagery which they will assist you with. If it is difficult to visibly see the fault in the imagery provided, a third-party independent inspection company may be advised to you by our returns team at a cost of £50. This cost would then be refunded to you if a fault is found. The reason behind using a third-party independent inspection company is to eliminate any bias.

How do I prepare my items for return?

When you email returns@otty.com, the team will send you a document advising you how to prepare your item(s) for return. Please wait for receipt of this document before preparing your items for return to ensure a smooth running returns process. 

We have also provided an overview for you here:

• If you are returning a mattress or mattress topper, our returns team will advise that you clean your mattress cover and then take a picture of it on the mattress prior to returning it. This is because a dirty or damaged cover may result in a deduction from your refund, or a refund rejection. A mattress or mattress topper cannot be returned in its original packaging, instead, you should use the bag provided in your order to carefully wrap it in. 
• If you are returning any other accessories, our returns team will advise you to send your item(s) back in its original packaging.
• We offer free returns with any mattress purchase but we do not offer free returns with accessories, pillows, duvets, bedding, mattress protector or toppers and all costs for return will be at the cost of you the customer.  

Please return accessories to the address below in the original packaging and in perfect condition.

Please include your details inside the packaging and use a tracked service.

OTTY Sleep LTD - Returns
Ground Floor
Greenhouse
Beeston Road
Leeds
LS11 6AE

How long will it take to receive my refund, after returning the order?

All returns need to be inspected by our team and once approved a refund will be authorized and processed within 5 - 10 business days. The time to actually receive the refund in your bank account may vary due to your payment method and your bank's processing time.