The Mattress Online Commitments

To help our customers find a high-quality and comfortable mattress that we believe will contribute to a good night's sleep

We partner with the UK's best brands, which is only possible after many years of working closely together. We test out every mattress in our Comfort Lab to ensure it meets our strict quality standards to be listed on our website or offered in-store.

We offer transparent customer reviews on each product listed to ensure that the quality holds up to scrutiny and our customers get an accurate and impartial representation of the product.

All of our customers who have purchased a mattress are eligible for our 60 Night Trial*. This allows them to test the mattress and swap it if it isn't right for them.

To support all our existing and future customers with sleep education and practical advice so they can buy the right mattress and sleep better

We invest heavily in our buying guidance. We want to provide our customers with all of the information they need to make a confident purchase decision.

Sleep Science Expertise

We’re proud to have Hannah Shore, Head of Sleep Science at Mattress Online, leading the way in how we help our customers achieve better sleep. With a Postgraduate Diploma in Sleep Medicine from the University of Oxford and a background in biomechanics, Hannah brings a research-led approach to understanding how sleep impacts the body.

Hannah has trained our teams to deliver expert, tailored sleep advice, ensuring every customer benefits from scientifically grounded guidance when choosing the right mattress and sleep setup. Her work focuses on how different body types and sleep styles interact with mattress design, helping us provide solutions that support truly restorative sleep.

With Hannah’s expertise shaping our approach, you can feel confident that the advice you receive is built on real research, practical experience, and a deep understanding of what it takes to get a better night’s rest.

Our in-store teams are professionally trained by Hannah and manufacturer experts to provide simple and informative guidance when choosing a new bed and mattress.

To continually improve our knowledge so that we can connect you with the right products—whether that's the right mattress, appropriate pillow, comforting duvet or sleep aids promoting great sleep

We know that while the mattress is a core component of great sleep, it's not the only factor to consider. Our teams are continually learning, and with the support of manufacturer training workshops, we're able to have a full perspective on what products work together to provide a great night’s sleep.

To grow our awareness of the sustainability issues in our industry, and help lead the change in sustainable mattresses and Zero to Landfill mattress recycling

Climate change is something that affects everyone on the planet. We take our responsibility to the planet seriously to support the circular economy and fulfil our ‘Zero to Landfill’ mission. Our customers can recycle their old mattresses at the point of purchase, which enables the materials to be stripped down to their core components and used again for new manufacturing.

We offer a range of environmentally friendly products which are made from recycled or naturally sourced materials. We also work with other suppliers, such as those who provide packaging for each of our mattresses, to opt for an eco-friendly alternative.

On a national level, our CEO Steve Adams works closely with the Government's Department for Environment, Food and Rural Affairs (DEFRA) - the body dedicated to the environmental protection and sustainability of rural communities. We also work with Zero Waste Scotland, an organisation backed by the Scottish Government, to combat climate change through the responsible consumption and waste management of products.

To continually invest in our team and culture, and foster a passionate and talented environment that will help us deliver on our promises with a long term mindset

We can't do all of this without each and every member of our team. A healthy company culture is our priority as we believe it to be the core of our ability to deliver on our mission. We continually invest in the support and education for our team, such as with our Health and Wellbeing programme, leadership training, as well as specialist training.

Behind all of this, our team are supported at every level of the organisation with the following company values:

• We care
• We think bigger
• We're always learning
• We do the right thing
• We're human

---

*Your Comfort Trial starts as soon as your mattress is delivered, and you can request an exchange after 30 nights. This gives your body time to adjust to the new mattress. We also ask that you use a mattress protector throughout the trial period for hygiene and to keep your mattress protected.

Replacement mattresses must be the same size and selected from Mattress Online. A £49 non-profit fee applies to cover the cost of delivering your replacement mattress and collecting your original mattress. If your chosen mattress is more expensive than your original purchase, you will need to pay the difference. If it’s cheaper, we cannot issue a refund, but if the difference is up to £100, you will receive the difference as credit to spend on our site.

Please read our 60-Night Comfort Trial terms and conditions for further details.

---