Returns & Refunds Policy

At Stoftly, we want you to feel confident when shopping for your bedding and home essentials. If something is not right, please contact us and we will do our best to help.

1. 30-Day Returns

We offer a 30-day returns policy.

You have 30 days from the date you receive your order to request a return under our voluntary returns policy.

For a standard change-of-mind return under this policy, the item should be:

• Unused

• In the same condition in which you received it

• With any original tags attached

• In its original packaging

• Accompanied by your order number or other proof of purchase

To request a return, please contact us first at:

hello@stoftly.co.uk

Please do not send an item back before contacting us and receiving return instructions.

Our 30-day returns policy is in addition to, and does not affect, your statutory consumer rights.

2. How to Request a Return

To start a return, email hello@stoftly.co.uk and include:

• Your order number

• Your name

• The item you wish to return

• The reason for the return

We will provide return instructions and confirm where the item should be sent.

Approved returns should be sent to:

Stoftly / Minha Homes Ltd
Unit 34a, Alison Street
Opposite Cheetham Park
Manchester
England
M8 8AQ

Items returned without first contacting us may take longer to process.

3. Change-of-Mind Returns

If you change your mind about an eligible purchase, please contact us within the applicable return period.

For returns made under our voluntary 30-day returns policy, products should be unused and returned in their original condition and packaging.

Unless we tell you otherwise, the customer is responsible for the cost of returning a change-of-mind item.

We strongly recommend obtaining proof of postage or using a tracked return service, as the parcel remains your responsibility until it reaches us.

Your statutory cancellation rights for eligible online purchases are separate from our voluntary 30-day returns policy and are not affected by these conditions.

4. Online Order Cancellation Rights

For eligible online purchases, UK consumers generally have a statutory right to cancel their order within 14 days of receiving the goods, without having to provide a reason.

After notifying us that you wish to cancel, you should return the goods within the applicable statutory return period.

You may handle an item only as reasonably necessary to establish its nature, characteristics and functioning. We may be entitled to make an appropriate deduction from a refund if the value of the goods has been reduced by handling beyond what would reasonably be permitted when examining the item.

Certain legal exceptions may apply to the statutory right to cancel.

Our 30-day voluntary returns policy provides additional time for eligible unused items and does not replace your statutory rights.

5. Bedding, Hygiene & Sealed Products

Some products may be supplied sealed for hygiene or health-protection reasons.

Where a product is legally exempt from the statutory cancellation right because it is a sealed item that is not suitable for return for health-protection or hygiene reasons, the right to cancel may be lost once the seal has been broken after delivery.

This exception will only be applied where it is legally applicable to the specific product.

This does not affect your rights where an item is faulty, damaged, incorrect or not as described.

If you are unsure whether a product can be returned, please contact us before opening or using it.

6. Faulty, Damaged or Incorrect Items

Please inspect your order after delivery.

If an item arrives:

• Damaged

• Faulty

• Incorrect

• Incomplete

• Not as described

please contact us as soon as reasonably possible at hello@stoftly.co.uk.

Please provide your order number and, where helpful, photographs showing the issue.

We will assess the problem and arrange an appropriate remedy in accordance with your consumer rights. Depending on the circumstances, this may include a refund, replacement or other appropriate solution.

Where goods are faulty, damaged, incorrect or not as described and a return is required, we will arrange or cover the reasonable cost of returning the goods where required by law.

7. Exchanges

If you would like a different size, colour or product, please contact us.

Where appropriate, the simplest option may be to return the original eligible item and place a new order for the replacement product.

If your item is faulty or incorrect, please contact us before placing another order so we can assist you.

8. Sale & Promotional Items

Products purchased during a sale or promotional offer are still covered by your applicable statutory consumer rights.

Eligible sale items may also be returned under our voluntary 30-day returns policy where they meet the applicable return conditions.

A promotional price does not remove your statutory rights if a product is faulty, damaged or not as described.

9. Non-Returnable Items

Certain items may not be eligible for a change-of-mind return where an exclusion is permitted by law.

This may include, where applicable:

• Personalised or made-to-order products

• Products altered to your specifications

• Sealed hygiene-sensitive products where the applicable legal conditions are met and the seal has been broken

This does not affect your statutory rights in relation to faulty, damaged, incorrect or misdescribed goods.

Please contact us if you are unsure whether your item is eligible for return.

10. Refunds

Once we receive your return, we will inspect it and notify you about the outcome of your refund.

Where a refund is due, it will be returned to your original payment method.

Refunds will be processed without undue delay and within the applicable legal timeframe.

Your bank, card provider or payment service may require additional time to show the refund in your account after we have processed it.

11. Original Delivery Charges

Where you exercise a statutory right to cancel an eligible online order, we will refund any standard outbound delivery charge that you paid where required by law.

If you selected a more expensive delivery option than our standard delivery service, we may only be required to refund the cost of the standard delivery option.

As Stoftly currently offers free standard UK delivery, there will normally be no standard outbound delivery charge to refund.

12. Return Postage

For an ordinary change-of-mind return, you are normally responsible for the cost of returning the item unless we have agreed otherwise.

Where an item is faulty, damaged, incorrect or not as described, return costs will be handled in accordance with your statutory consumer rights.

Please contact us before returning a faulty or incorrect item so we can provide the appropriate instructions.

13. Refund Processing Times

Once your refund has been approved, we will process it back to your original payment method.

Although we process refunds promptly, the time taken for the funds to appear in your account can vary depending on your bank, card issuer or payment provider.

If you believe an approved refund has not arrived, please contact us at hello@stoftly.co.uk.

14. Your Statutory Rights

Nothing in this Returns & Refunds Policy is intended to limit or exclude any rights you have under applicable UK consumer law.

Your statutory rights remain unaffected by our voluntary 30-day returns policy.

15. Contact Us

If you have any questions about a return, refund, faulty product or existing order, please contact:

Stoftly / Minha Homes Ltd
Unit 34a, Alison Street
Opposite Cheetham Park
Manchester
England
M8 8AQ

Email: hello@stoftly.co.uk
Phone: +44 7496 430371

Stoftly — Sleep, Softly.