Terms of service

Last updated: 31 October 2026

These terms apply when you buy from noxsi.co.uk. Please read them before you order. They explain who we are, how we sell to you, and what to do if something goes wrong. Nothing in these terms affects your legal rights as a consumer.

1. About us

This website is run by Noxsi ("we", "us", "our"). You can contact us by email at hello@noxsi.co.uk. If we need to contact you, we'll use the email address or phone number you gave us with your order.

2. Our products

  • We describe each mattress, its sizes and its layers as accurately as we can. Photos are for illustration, and colours can look slightly different on different screens.
  • Mattress sizes can vary by up to +/- 2 cm. Please check your bed frame before ordering.
  • All our mattresses are sold for personal and household use.

3. Placing an order

  • When you place an order you'll receive an email confirming we've received it. This is not yet acceptance of your order.
  • Our contract with you starts when we email you to confirm your order has been dispatched, or when we tell you it has been accepted, whichever comes first.
  • We may decline an order, for example if an item is out of stock, if there's an obvious pricing error, if we can't deliver to your address, or if we reasonably suspect fraud. If we decline an order after you've paid, we'll refund you in full.
  • If we discover an obvious pricing error after you've ordered, we'll contact you to ask whether you want to continue at the correct price or cancel for a full refund.

4. Prices and payment

  • All prices are in pounds sterling (£) and include VAT where applicable. UK delivery is free unless we tell you otherwise before you order.
  • You can pay by debit or credit card or by the other payment methods shown at checkout. Where Cash on Delivery is offered, the terms shown at checkout and in our Refund Policy apply.
  • Prices can change, but changes won't affect orders we've already accepted.

5. Discount codes

  • Discount codes (including our Blue Light and Pillow Talk Club codes) can be used once per customer unless stated otherwise, can't be combined with other discount codes, and have no cash value.
  • Blue Light discounts are only for verified eligible customers. We may cancel an order, or ask you to pay the difference, if a code is used by someone who isn't eligible.

6. Delivery

  • We deliver to mainland UK. Please contact us before ordering for Scottish Highlands and islands.
  • Delivery normally takes 2-3 working days from dispatch. These are estimates. We'll always deliver within 30 days of accepting your order unless we agree a different date with you.
  • If we're late because of events outside our control (such as severe weather or courier disruption), we'll tell you as soon as possible and take steps to minimise the delay. If the delay is significant, you can cancel and receive a full refund.
  • If nobody is available to take delivery, the courier will contact you to rearrange. If we can't deliver after reasonable attempts, we may cancel the order and refund you, less any reasonable extra costs caused by the failed delivery.
  • Please check your mattress on delivery and let us know about any delivery damage as soon as possible, ideally within 48 hours, with photos. This helps us sort things out quickly and does not affect your legal rights.

7. Ownership and risk

The mattress is your responsibility from the time it's delivered to you or to someone you've nominated. You own it once we've received full payment.

8. Your right to cancel (14 days)

Under the Consumer Contracts Regulations 2013 you can cancel your order for any reason within 14 days of the day after delivery. The full process is set out in our Refund Policy. In summary:

  • Tell us by email within the 14 days. You don't need to give a reason.
  • Return the mattress within 14 days of telling us. Unless we tell you otherwise, you pay the direct cost of returning it. We can arrange collection and will confirm the cost first.
  • We'll refund the price you paid within 14 days of receiving the mattress back, or of you providing evidence that you've sent it back, whichever is sooner.
  • You may handle the mattress as you would in a shop to check it. If it's been handled more than that (for example it's stained, soiled or damaged), we may reduce your refund to reflect the loss in value.

9. 100 Night Comfort Exchange

In addition to your legal rights, you can exchange your mattress once for a different firmness or model after 30 nights and before night 100, as set out in our Refund Policy. This is a goodwill offer and doesn't reduce your legal rights.

10. Faulty or not as described

Under the Consumer Rights Act 2015 your mattress must be of satisfactory quality, fit for purpose and as described. If it isn't:

  • within 30 days of delivery you can reject it for a full refund;
  • after 30 days you can ask for a repair or replacement, and if that isn't possible or doesn't fix the problem, a price reduction or refund (which may be reduced to reflect your use);
  • we'll cover the cost of collecting a faulty mattress.

Our 10 Year Warranty is in addition to these rights. Full details are in our Refund Policy.

11. Our responsibility to you

  • If we fail to comply with these terms, we're responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill.
  • We don't exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for breach of your legal rights in relation to the products.
  • We only supply products for domestic and private use. We're not liable for any loss of profit, loss of business or business interruption.

12. Using our website

  • You may use this website for personal, non-commercial shopping. Please don't misuse it, copy its content for commercial use, or try to interfere with how it works.
  • Reviews you post must be honest, about your own experience, and must not be offensive or unlawful. We may remove reviews that break these rules. We don't edit or remove genuine reviews because they're negative.

13. Your personal information

We use your personal information as set out in our Privacy Policy.

14. Events outside our control

We're not responsible for delays or failures caused by events outside our reasonable control. If this happens, we'll contact you, and if the delay is significant you can cancel and get a refund for anything you've paid for but not received.

15. Changes to these terms

We may update these terms from time to time. The terms that apply to your order are the ones shown on our website when you placed it.

16. Complaints

If you're unhappy with anything, please email hello@noxsi.co.uk. We aim to reply within 1 working day and resolve complaints quickly. If you're still not satisfied, you can get free, independent advice from Citizens Advice (0808 223 1133) or your local Trading Standards.

17. Law and courts

These terms are governed by the law of England and Wales. You can bring legal proceedings about our products in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can bring proceedings in either your local courts or the courts of England and Wales.

18. Contact

Noxsi
Email: hello@noxsi.co.uk