Returns & Refunds
Any refund you are eligible for will be paid when the collection has been made and our quality control teams have assessed the Products for any damage.
We reserve the right to refuse the 100 night trial to anyone not operating as a consumer or who is otherwise in breach of these Terms. The 100 day trial is intended to give you the opportunity to see if you are happy with the mattress and therefore we ask for feedback on why you have returned a mattress as part of any return. If we have grounds to believe that you are returning the mattress for reasons other than because your genuinely dissatisfied with the product we reserve the right to refuse to accept the return, not give you a refund and reserve the right to refuse to sell Lola® products to you in the future, either through the website or otherwise. Please note that this does not affect your legal rights as a consumer. We reserve the right to refuse the 100 night trial to anyone not operating as a consumer or who is otherwise in breach of these terms. The 100 night trial is only available on purchases via the Lola® website and does not cover purchases via other marketplaces (like Amazon or eBay).
If you notify us in writing that you wish to return a mattress to us no later than 100 days after receiving it, we will arrange for collection and will refund the purchase price (excluding any delivery and collection costs). Once received by our warehouse, our staff will inspect the mattress for any imperfections by use and notify us so we can process the refund.
The refund will be processed within 14 days of being received into our warehouse. It may take 5-10 days for the payment to be received in your account. This will be automatically returned to the payment method used for payment.
a) The products have to be returned in a reasonable condition; that means no damage, stains, rips or other visible marks or damage.
b) When requesting the return, you will be required to submit images of the mattress and/or the cover, plus any other items that you are returning. This will help speed up the process of returns.
c) Once a mattress has been returned under the 100 night trial, any subsequent mattresses purchased will not be covered under the 100 night trial rights.
d) Only one mattress per household can be returned under the 100 night trial.
We recommend you trial the first mattress before ordering more.
e) The collection of the returned mattress will be arranged with you directly by our courier who will make an attempt at collecting the goods on the pre-specified time & date. If you are not available for the collection on the pre-specified date, you are required to cancel the collection, at least 1 day before the collection taking place. Failure to do this and a failed attempt of collection by the courier will cost us £45+VAT and therefore any future collections will only be scheduled following a payment for the collection fee, by you, which can be arranged with our customer service team.
f) We only offer the 100 Night Trial for orders in the Mainland UK.
g) We operate a post-code specific matrix for deliveries and collections and are only able to deliver/collect from certain post codes on certain days. These are visible on our delivery page.
h) It is not Lola's responsibility to keep track of your 100 night trial dates and will not be held responsible for any returns not being reported within the allocated time.
i) It is the customer's responsibility to contact us within the timeframe allowed to report a return request. Once our returns team contact you with the instructions on how to prepare the mattress to return & the next steps, our courier will contact you within 2 working days to arrange collection. If you have missed the contact from the couriers or they have not contacted you for any reason, you need to contact our customer service team immediately on email@example.com. We will contact the courier and book the collection in for you manually. It is your responsibility to contact us promptly if our courier does not get in touch, or if you miss the contact.
j) Failure to arrange collection within a maximum of 7 days after your 100-night trial dates run out, will result in the return rights being voided. If you are unhappy with the mattress, we recommend allowing at least a week before your 100 night trial ends, so that you have time to arrange the collection for a suitable day within the coming days, within the 100 nights from delivery.
k) We reserve the right to refuse the 100 night trial policy without prior notice, in certain circumstances we see fit, including but not limited to:
i) where there is substantial evidence that the mattress is damaged or stained, or otherwise unsuitable for secondary use.
ii) where there is substantial evidence or belief that you are associated with another mattress brand or manufacturer.
iii) where we believe there is any intent on your behalf to misuse the 100 night trial.
iv) where there is any suspicion of misconduct, dishonesty or direct attempt at defrauding or otherwise cheating our company.
v) where the mattress has been bought on the wrong grounds for example expecting a firm-feel mattress when advertised as medium.
l) Following a notice of your intention to cancel, a collection must be arranged and executed not later than 14 days from the date that you notified us of your intention to cancel. Failure to arrange collection may, save any exceptional circumstances (which must be communicated to us, and acceptance of same being subject to our discretion), invalidate your right to cancel the contract.
m) If you have received a mattress, we will ask you to communicate an appropriate date for collection, which must be no later than 14 days from the day on which you communicate your cancellation. If the date you proposed is agreed by us, we will collect the products on the date stipulated without undue delay. Failure to communicate with us to arrange collection within the period allowed will void your rights to a return under the 100 night trial.
n). Where we have reasonable belief that you are returning your mattress purely to abuse the discount codes / offers, or are looking to purchase the same model at a discounted rate via our store or an alternative selling platform (whether brand new or otherwise), we may refuse your 100 night trial. This does not affect your statutory rights.