For us to collect your mattress, divan or bedframe (“Your Items”) each item must be dismantled. If you have not selected our ‘Room of Choice’ collection option, each item needs to be ready for collection indoors at ground floor level as near to your door as reasonably possible. Collections from garages and sheds are possible if the locations can be accessed reasonably.
Please note, if you fail to make Your Items available or you are not in, you will still incur the full charge.
You need to be in attendance for our collection teams to take Your Order. In order to keep you and our collection teams safe during the Covid pandemic, on arrival, our collection team will provide you with our transportation bags and ask you to bag Your Items prior to removal.
Please do not leave Your Items outside. If Your Items are left outside and become wet, we will not be able to fulfil the collection and you will still be charged the full fee. You will need to re-order a collection and you will be charged for a re-collection when Your Items have dried out.
We will not be held responsible for any damage caused to your property or possessions during the collection process.
We understand that mattresses after years of use may be in a poor condition and we accept any mattress in an off-the-bed condition. However, we do ask that Your Items are not mis-treated or soiled in any other way and, in exceptional circumstances, we may refuse to remove such items but still charge a full fee.
You must input a mobile phone number upon placing your order as our collections team will use that number to contact you via SMS or telephone call. When you order a mattress collection & have already picked your preferred collection date, you’ll receive an email and an SMS confirming your order. If you didn’t pick a collection date then you will receive an SMS or phone call shortly after placing your order to confirm a suitable collection day. The day before your collection is due, you will receive an email & SMS to confirm your 2 hour time slot for the following day.
Our drivers will ring you when they are on their way so you can prepare your items for collection.
If you haven’t received a call, SMS or email (please check your spam folder) after 48 hours please contact 0333 212 1708 and advise our team of your collection reference number.
Refund Policy on Cancellation
If we receive your cancellation instructions at least 48 hours prior to the date of your scheduled collection, you will receive a full refund of any amounts paid to us.
If we receive your cancellation instructions within 48 hours of the date of your scheduled collection, but before the day of collection, due to the need to re-route and re-schedule our collection teams, you will be liable for a cancellation charge of 75% of the appropriate fee.
If we receive your cancellation instructions on the day of your scheduled collection, unfortunately, you will be liable for a cancellation charge of 100% of the appropriate fee.
© 2022 The Mattress Recycling Group is part of The Furniture Recycling Group | Registration Number 08087441 | VAT Number 143086427
Website by Eldo™