Returns Policy

Returns & cancellations

Sleep Well. We’re here to help.

We hope your new Jay-Be product is everything you dreamed of. But if you change your mind or something isn’t quite right, arranging a return shouldn’t keep you up at night.

Here’s what to do and what you can expect from us.

Bought directly from Jay-Be?

This page applies to individual customers buying from this website, jaybe.com

If you bought through another retailer or marketplace, please contact them first to arrange your return. Business customers should refer to our Retailer Returns and Cancellations Policy.

Changed your mind?

Sometimes things just aren’t the right fit. You can let us know you’d like to cancel within 30 days, starting the day after delivery. You then have a further 14 days to send the item back.

If items from the same order arrive separately, your 30 days starts the day after the last item arrives.

You can also cancel before delivery. Contact us as soon as possible and we’ll stop dispatch where we can.

How to arrange your return

Email service@jaybe.com or call 01924 666 633, with your order reference.

Our Customer Care team will explain the next steps and provide the return address or collection instructions.

Taking care of your item

Please handle your product carefully and inspect it as you would in a shop.

If handling goes beyond reasonable inspection and reduces the product’s value, we may deduct the actual loss in value from your refund. We’ll explain any deduction.

Please use the original packaging where possible, or suitable protective packaging to keep the item safe on its return journey.

Return and collection costs

For a change-of-mind return, you’re responsible for the return cost. We can arrange collection and will confirm the charge with you when arranging your return.

We don’t charge administration or restocking fees.

If we arrange collection, please have the item ready on the agreed date. If your plans change, let us know promptly so we can rearrange. You won’t be charged for a failed collection caused by us or our carrier.

Your refund

We’ll refund you using your original payment method:

• If you send the item back: within 14 days of receiving it or receiving evidence that you’ve sent it, whichever happens first.
• If we offer to collect it: within 14 days of receiving your cancellation notice.

If you cancel your whole order, we’ll also refund the standard outward delivery charge. Any additional amount paid for a premium delivery upgrade won’t be refunded.

An agreed collection charge or an explained deduction for loss in value may be taken from your refund where permitted.

Something isn’t right?

If your product arrives damaged, is faulty or isn’t what you ordered, we’re here to help put things right.

Please check your order when it arrives and contact us with your order reference and a brief description of the problem:

Email: service@jaybe.com
Call: 01924 666 633

Photographs can help us understand the issue and resolve it more quickly.

What happens next?

Your product should be of satisfactory quality, fit for purpose and as described. If it isn’t, you normally have the right to reject it for a full refund within 30 days of delivery, or completion of installation where that forms part of our contract.

If a problem develops after 30 days, please still contact us. You may have rights to a repair, replacement or other remedy.

For valid faulty-goods claims, we cover the necessary return or collection costs, and you don’t need the original packaging.

Where you’re entitled to a refund, we’ll issue it without undue delay and within 14 days of agreeing that entitlement. We’ll use your original payment method unless you agree otherwise.

Damage caused by misuse, accidental damage after delivery and fair wear and tear are not manufacturing faults. If these affect your claim, we’ll explain our findings clearly.

A little extra reassurance

Our product guarantees provide additional protection alongside your statutory consumer rights. You can find the details on our Guarantee page.

Your statutory rights don’t depend on registering your guarantee and continue independently of its expiry. Nothing on this page limits those rights.

Need a hand? Our Customer Care team is here to help.