Return & Refund Policy

(Applicable to maximum two mattresses per household)

After your 30-night adjustment period and before your 120-night trial is up if you wish to return, simply contact us for the return inquiry. We would kindly ask for a simple explaination of your experiences and reasons for the return and arrange the donation for you.

Friendly Reminder: the following two kinds of situation are NOT COVERED  by our 120-day free trial policy

• The mattress topper is not eligible for the 120-day free trial policy.
• In case you discover an error after placing the order, please send an email titled Return Request of Order # to  service@newentor.co.uk. We will promptly assist you with the process.

However, if you contact us too late (after we have already submitted the order info to the logistics provider), we will attempt to intercept the order but cannot guarantee its success. If the interception fails, the goods will still be transported to your address. You can refuse the delivery when contacted by the courier, or keep the goods intact and provide us with photos. We will arrange the return process to our warehouse. Please note that in this scenario, you will be responsible for the initial shipping and return shipping costs. We kindly ask for your understanding that currently, we only offer free shipping for orders that are not returned or exchanged after the 120-day free trial period but are still deemed unsuitable. Furniture transportation incurs additional expenses due to its volume and weight. Thank you for your understanding.

For the mattresses donation, please organize a third party to help you donate the item, Newentor is not responsible for any cost. 

Once donation is completed, we'll process your refund in full immediately. Please make sure you can get a voucher for your donation when you donate to the welfare organisation.

Remember to keep your item in good shape so the charities can accept it. Once your item has been donated, we'll process your refund in full.

Please Note: There is a minimum 30 day trial period before you can initiate a return and the trial starts from the day you receive the shipping notification email.

The 120-night trial is limited to maximum two mattresses per household and cannot be used to exchange for another size or type of products.

We have a 120-day return/exchange policy for the pillow, which means you have 120 days after receiving your pillow to request a return and refund.

To be eligible for a return, we kindly need your proof of purchase or order number.

To start a return or exchange, you can contact us at service@newentor.co.uk, items sent back to us without first requesting a return will not be accepted.

If you paid online, your refund may take 3-7 business days to appear on your account.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue immediately and make it right.

We will notify you once we’ve received and inspected your donation, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

During the transaction process, there may be international transaction fees charged by your issuing bank. Please note that Newentor is not responsible for international transaction fees. However, if you are satisfied with the products and choose to proceed with the order instead of requesting a refund, we are willing to refund you the international transaction fees in full.