Terms of service
Please read these Terms and Conditions carefully before using our websites or placing an order.
1. Introduction
1.1. These websites are owned and operated by My Bespoke Order Limited, a company registered in England and Wales (Company No. 14834474), with its registered office at 573 Chester Road, Sutton Coldfield, B73 5HU. Our VAT number is GB493211303.
1.2. These Terms and Conditions apply to every website and storefront we operate, including (but not limited to) caravanmattresses.co.uk, motorhomemattresses.co.uk, campervanmattresses.co.uk, boatmattresses.co.uk and mybespokemattress.com (together, "our websites"). References to "we", "us" and "our" mean My Bespoke Order Limited.
1.3. By using and/or ordering goods from any of our websites, you agree to be bound by these Terms and Conditions. If you do not agree with them, please do not use our websites.
1.4. For any queries about these Terms and Conditions, please contact us at hello@caravanmattresses.co.uk or telephone 0121 663 6114.
2. Use of Website
2.1. You are encouraged to check these Terms and Conditions regularly, as you will be bound by the terms in force at the time you use the website.
2.2. While we endeavour to ensure all information is accurate and all images are a reasonable representation of our products, variations in size, design, or colour may occur.
2.3. You must ensure that all information you provide to us is accurate and complete in all respects. You accept full responsibility for any additional costs that arise as a result of inaccurate or incomplete information being provided.
2.4. We recommend that you use up-to-date antivirus, firewall, and security software. While we take reasonable steps to ensure our website is safe, we cannot guarantee it will be free of viruses or malicious software. We accept no responsibility for loss or damage to files or computer equipment as a result of visiting our website.
3. Products and Pricing
3.1. Items, prices, availability, and descriptions may be changed at any time and without prior notice.
3.2. VAT: Goods sold to consumers in the UK are subject to VAT at 20%. This rate is already included within the prices displayed on the website.
4. Payment Terms
4.1. We accept all major credit and debit cards, PayPal, and other payment methods supported by Shopify. All transactions are secure and encrypted.
4.2. For payment-related queries, please contact us at hello@caravanmattresses.co.uk.
5. Delivery
For information about our delivery methods, estimated delivery times, and associated costs, please refer to our Shipping Policy.
5A. Delivery Disputes and Confirmed Deliveries
5A.1. Once an order has been confirmed as delivered by our courier's tracking system and/or photographic proof of delivery (POD), risk in the goods passes to the customer at that point. We cannot accept liability for any loss, theft, or damage that occurs after confirmed delivery.
5A.2. By placing an order, the customer confirms that the delivery address provided is suitable and secure for the receipt of goods. We accept no responsibility for goods that are lost or stolen following confirmed delivery to the address specified at the time of ordering.
5A.3. In the event that a customer reports goods as stolen following confirmed delivery, we will, at our sole discretion, raise a claim with the courier and arrange a replacement order where appropriate. We are under no obligation to issue a refund where delivery has been confirmed by the courier's records, including photographic proof of delivery and GPS-timestamped tracking data.
5A.4. Where a customer wishes to raise a complaint or dispute regarding delivery, they must contact us directly at hello@caravanmattresses.co.uk as soon as reasonably practicable and no later than 7 days of the confirmed delivery date, providing full details of the issue. We require a minimum of 14 working days to investigate and resolve any delivery dispute before any further action is taken by the customer.
5A.5. Customers are required to contact us directly and allow us a reasonable opportunity to resolve any dispute before initiating any chargeback, payment dispute, or third-party claim with their bank, card provider, or payment processor. Failure to do so will be taken into account when responding to any such claim.
5A.6. Nothing in this clause affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK legislation.
6. Cancellations, Returns and Refunds
6.1. This section sets out, in full, our procedures for cancellations, returns and refunds, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. A customer-friendly summary of this section is also published on our Cancellations, Returns & Refunds Policy page. In the event of any conflict between that page and these Terms and Conditions, these Terms and Conditions shall take precedence.
6.2. Bespoke and Made-to-Order Goods
All mattresses and toppers manufactured by My Bespoke Order Limited are made to the customer's individual specifications and measurements. As such, they constitute bespoke and personalised goods under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and are exempt from the standard 14-day right to cancel. Customers do not have a statutory right to cancel once production has commenced. This does not affect your statutory rights under the Consumer Rights Act 2015 in relation to faulty, misdescribed, or unsatisfactory goods.
6.3. Accidental Ordering and Customer Responsibility
We strongly urge all customers to double-check their order details — in particular, ensuring that the size, type, specification and (where applicable) the vehicle model correspond exactly to the mattress or topper being ordered — before finalising their purchase. Due to the bespoke nature of our products, we cannot accept returns, cancellations, or provide refunds where incorrect sizes, types, or specifications have been ordered. The responsibility for the accuracy of all order details rests entirely with the customer. If you need assistance or have any questions before placing your order, please contact us first and we will be happy to help ensure you order the correct product.
6.4. Cancellations
If you wish to cancel your order, you must contact us immediately by telephone or email. Cancellations will only be accepted if production has not yet commenced.
Production is deemed to have commenced upon the cutting of materials or the allocation of foam and fabric to your specific order. This typically occurs within two hours of order confirmation during normal working hours. Once production has commenced, your order cannot be cancelled and no refund will be issued, due to the entirely bespoke and made-to-measure nature of the goods.
Where cancellation is accepted before production commences, a full refund will be issued within 10 working days to the original payment method.
6.5. Returns
As all of our mattresses and toppers are manufactured to your individual specification, and in accordance with the exemption for bespoke and made-to-measure goods, we are unable to accept returns or process refunds once production has commenced, except where the goods are found to be defective or not in conformity with the contract under the Consumer Rights Act 2015.
Returns are not accepted on the grounds of change of mind, incorrect measurements provided by the customer, or changes in comfort preference.
6.6. Defective or Incorrect Goods
Upon receiving your order, please inspect it immediately. If the goods are physically defective due to a manufacturing fault, or if you have received an incorrect item that does not match your order, please contact us as soon as possible, and in any event within 7 days of receipt, providing your order number and photographic evidence of the issue.
We will assess the matter promptly and, where a valid defect or fulfilment error is confirmed, will arrange a repair, replacement, or refund in accordance with your rights under the Consumer Rights Act 2015. This section applies only to physical defects in the goods themselves or errors in fulfilment. Claims relating to goods reported as lost, undelivered, or stolen following confirmed delivery by our courier are governed by Section 5A above and not by this section.
6.7. Refund Process for Approved Cases
Refunds are only issued in the following circumstances:
(a) Cancellation of an order before production has commenced; or
(b) Return of physically defective goods, where a manufacturing defect has been confirmed following inspection by us; or
(c) Where otherwise required under the Consumer Rights Act 2015.
Where a refund is approved, you will be notified and the refund will be processed to your original payment method within 10 working days of approval. Please allow additional time for your bank or card provider to post the credit to your account. If 15 working days have passed since we confirmed your refund approval and you have not received it, please contact us so we can investigate.
6.8. Raising a Concern or Dispute
If you have any concern regarding your order, please contact us directly in the first instance, providing full details of the issue. We require a minimum of 14 working days to investigate and respond to any complaint before any further escalation is taken by the customer. Customers are required to contact us and allow us a reasonable opportunity to resolve any dispute before initiating a chargeback, payment dispute, or third-party claim with their bank, card provider, or payment processor. Failure to do so will be taken into account when responding to any such claim. This requirement does not affect your statutory rights or your right to seek independent legal advice.
6.9. Statutory Rights
Nothing in this section affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK legislation. Our policies are in accordance with current UK consumer law. For specific legal advice, customers should consult a qualified legal professional.
7. Mattress Guarantee (Up to 10 Years)
7.1. Coverage
This guarantee covers defects in the foam core and spring components arising from faulty materials or workmanship, for the period specified for your product in clause 7.2 below, from the date of purchase, provided the product is used for its intended purpose and placed on a suitable, supportive base. The cover, including its zip and any handles, fastenings or stitching, is covered separately under clause 7.4 below. Proof of purchase is required for all claims. In this clause, references to "the mattress" apply equally to mattress toppers, save that toppers do not contain spring components.
7.2. Guarantee Period by Product
The guarantee period applicable to your product is set out in the table below. Each period applies to the foam core (and, where fitted, the spring components). The cover, zip and fittings are guaranteed for one (1) year on every product, regardless of the foam-core period, as set out in clause 7.4. The period applicable to your purchase is the period for the product named on your order.
| Product | Foam-core guarantee | Cover, zip & fittings |
|---|---|---|
| Essential | 2 years | 1 year |
| Comfisan | 5 years | 1 year |
| Bodyshape | 5 years | 1 year |
| Novolatex | 6 years | 1 year |
| Coolplus | 7 years | 1 year |
| Grand Crescent | 8 years | 1 year |
| Imperial Elite 2000 | 10 years | 1 year |
| Bodyshape Topper | 2 years | 1 year |
| Coolplus Topper | 3 years | 1 year |
7.3. Covered Defects (Foam Core and Springs)
Lasting, visible indentations in the foam core that exceed the depths set out below, measured in accordance with the method described, and not caused by an improper or unsupportive bed base, normal body pressure, or normal settlement:
Within the first 12 months: indentations deeper than 30mm.
After 12 months and up to 5 years: indentations deeper than 40mm.
After 5 years: indentations deeper than 50mm.
These thresholds reflect the recognised industry guidance issued by the Furniture Industry Research Association (FIRA), which provides that a degree of settlement is normal and increases with the age and use of the product.
How indentations are measured: the mattress must be unoccupied and allowed to recover before measuring. Place a straight edge across the surface of the mattress with no weight applied, and measure from the underside of the straight edge down to the lowest point of the indentation.
Splits or cracks in the foam material that occur despite everyday use and normal handling.
7.4. Mattress Cover, Zip and Fittings
The zip-off cover, including its zip assembly, handles, fastenings and stitching, is guaranteed for one (1) year from the date of purchase against faults in material or workmanship. Faults in the cover or zip arising after this first year are not covered by this guarantee. This does not affect your statutory rights under the Consumer Rights Act 2015.
7.5. Body Impressions and Normal Settlement
All foam gradually compresses where weight is applied repeatedly in the same area, night after night. Because every sleeper differs in size and shape from the product they sleep on, body-shaped impressions will form on any product made wholly or partly from foam. This is normal, expected behaviour and is considered general wear and tear, not a manufacturing defect.
Such impressions are often more noticeable on larger sizes, such as king and super king, where the area between sleepers is used less. A product that develops body impressions within the indentation thresholds set out in clause 7.3 is not defective and is not covered by this guarantee. Only lasting indentations that exceed those thresholds, and that are not associated with an unsupportive base, foundation or platform, may qualify as a covered defect. Perceptions of comfort and firmness are subjective and are not covered by this guarantee.
7.6. Exclusions
The following are excluded from this guarantee:
An expected increase in the softness of the pressure-relieving surface that does not affect the mattress's pressure-relieving capability.
Changes in comfort preference.
Commercial use.
Defects or damage caused by improper use, including cuts, tears, liquid spills, stains, soiling, and burns.
Normal wear and tear, including natural compression or softening over time due to repeated use.
Damage resulting from failure to follow the Product Care Guide instructions.
Improper storage of the product.
Modifications or alterations from the original specification or design ordered.
7.7. Guarantee Terms
First Year: Should your mattress be found to be defective due to faulty workmanship during the initial year, we will repair or replace it free of charge.
Years 2 Onwards: If a defect covered by this guarantee appears after the initial year and within the remaining guarantee period, we will repair or replace the mattress, charging a pro-rata amount plus delivery costs. The pro-rata charge is calculated as follows: (Original purchase price ÷ Total days covered by guarantee) × Number of days owned before guarantee expiry.
Replacement and Repair: Where a repair or replacement is provided under this guarantee, the repaired or replacement product carries only the unexpired balance of the original guarantee period, calculated from the original date of purchase. A repair or replacement does not start a new guarantee period or extend the original one.
Mattress Cover: The zip-off cover and its fittings are guaranteed for one (1) year, as set out in clause 7.4.
7.8. Claim Process
All claims must be submitted in writing by letter or email, clearly stating the nature of the fault and supported by photographic evidence.
The guarantee is valid only to the original purchaser of the mattress.
Proof of purchase (invoice or receipt) is required to make a claim.
7.9. Additional Notes
For overseas and non-mainland UK customers, delivery and collection costs for replacement mattresses will be borne by the customer.
This guarantee is non-transferable and does not affect your statutory rights.
As we continually develop and update our product range, an identical replacement may not always be available. In such cases, a comparable replacement product will be offered.
We reserve the right to change any material used in the manufacturing process at any time.
Replacement covers may differ in design, colour, or material from the one originally purchased.
7.10. Limit of Guarantee Liability
In the event of a valid defect under this guarantee, our liability is limited to providing the original purchaser with a repaired or replacement mattress, or a repaired or replacement mattress cover, in accordance with the terms set out above. This limitation does not apply to, and does not affect, your statutory rights under the Consumer Rights Act 2015 or any other applicable UK legislation, including your right to a repair, replacement, or refund where goods are found to be of unsatisfactory quality, unfit for purpose, or not as described.
8. Intellectual Property and Copyright
8.1. Ownership. All content on our websites — including (but not limited to) text, product descriptions, photographs, images, graphics, illustrations, logos, icons, page layouts, design elements, audio, video, and underlying code — is owned by My Bespoke Order Limited or its licensors, and is protected by copyright and other intellectual property rights under the Copyright, Designs and Patents Act 1988 and applicable international law. This applies across all of our websites and storefronts.
8.2. Permitted use. This material is provided solely for your personal, non-commercial use in browsing our websites and placing orders. No other right or licence to use, copy, reproduce or distribute any of our content is granted to you.
8.3. Prohibited use. Without our express prior written permission, you must not copy, reproduce, republish, download, post, broadcast, transmit, scrape, data-mine, frame, mirror, or otherwise distribute or exploit any part of our websites, on any other website or in any other medium. In particular, you may not:
- copy, save, or reuse any of our photographs, graphics, illustrations, or logos;
- copy our product descriptions, wording, or page text, in whole or in part;
- reproduce our website design, layout, or structure;
- use any automated system, including bots, crawlers, or scrapers, to extract content or images from our websites; or
- present any of our content as your own.
8.4. Trade marks. Our business and brand names and logos — including Caravan Mattresses, Motorhome Mattresses, Campervan Mattresses, Boat Mattresses, My Bespoke Mattress, and Roam & Rest — together with all associated logos and brand get-up, are the registered and unregistered trade marks of My Bespoke Order Limited. Other trade marks appearing on our websites may belong to third parties and are used with permission or as permitted by law.
8.5. Enforcement. We actively monitor for unauthorised use of our content. Any unauthorised use is a breach of these Terms and Conditions and an infringement of our copyright, and may also amount to trade mark infringement and passing off. We will take action against any party found to be copying our work. This may include formal cease-and-desist notices, takedown requests to the offending party's hosting provider and to search engines, claims for damages and an account of profits, and, where necessary, court proceedings.
8.6. Permission requests. If you would like to use any of our content, please contact us at hello@caravanmattresses.co.uk to request written permission.
9. Privacy and Data Protection
For information on how we collect, use, and protect your personal data, please refer to our Privacy Policy.
10. Limitation of Liability
10.1. To the fullest extent permitted by law, we shall not be liable for any indirect or consequential loss arising from the use of our website or the purchase or use of our products, including but not limited to loss of profit, loss of revenue, or loss of anticipated savings.
10.2. Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, any breach of the terms implied by the Consumer Rights Act 2015, or any other matter for which it would be unlawful to exclude or restrict liability.
10.3. We reserve the right to recover from buyers any loss or costs we suffer as a direct result of a failure to comply with these Terms and Conditions.
11. Product Suitability and Continuity
11.1. Customer Responsibility for Measurements and Specifications
It is the customer's sole responsibility to provide accurate measurements and dimensions when placing an order for a bespoke mattress. We cannot be held liable for sizing errors or incorrect measurements provided by the customer. We strongly recommend double-checking all measurements before submitting your order. Once manufacturing has commenced, no changes can be made to a bespoke order.
11.2. How We Interpret Your Measurements
Unless you expressly instruct us otherwise, we cut the foam core to the exact dimensions you provide. The removable cover adds a small amount to the finished size of the mattress. Where your mattress must fit within a fixed recess, bed box, or tight surround, or where you wish to allow room for tucking in bedding, it is your responsibility to reduce your stated measurements accordingly before ordering. We manufacture to the figures you supply and cannot accept liability where a finished product does not fit as a result of measurements that did not allow for the cover or for the available space.
11.3. Product Suitability
The customer is responsible for ensuring that the selected product is suitable for their individual needs. This includes, but is not limited to, the construction of the chosen item, foam densities, firmness rating, overall weight, suitability for the intended application, suitability for the individual user, allergy requirements, and final dimensions including total depth and applicable manufacturing tolerances.
11.4. Advice and Guidance
Whilst we are happy to provide advice and information, perceptions of comfort and firmness are subjective. All guidance provided is for reference only. We cannot make a purchasing decision on behalf of any customer, and the responsibility for any final buying decision rests entirely with the customer.
11.5. Product Development and Continuity
We continuously develop and update our product range. Products bearing the same name or specification may differ in appearance or feel due to variations in batches of raw materials. We cannot guarantee continuity between any two individual products and reserve the right to change any material used in the manufacturing process at any time.
11.6. Fire Safety Compliance
By default, all of our mattresses and foam-based products are manufactured in compliance with British Standard BS7177 and pass BS EN 5971 & BS EN 5972, making them suitable for domestic use (low hazard applications). If a higher level of fire retardancy is required by law for the product's intended use, it is the customer's responsibility to inform us of the required compliance level prior to ordering. If in doubt, please consult your fire safety officer.
11.7. Manufacturing Tolerances
In line with BS 1334:1996, manufacturing tolerances of up to 20mm +/- apply to all products. The actual dimensions of the product may vary slightly from the stated dimensions within this tolerance range.
11.8. Tolerances for Cut-Outs and Curved Sections
For bespoke made-to-order mattresses featuring cut-outs, curves, or shaped sections, additional manufacturing tolerances of up to 60mm (6cm) may apply to areas either side of where these cuts and curves are located. This is due to the natural characteristics of foam materials and the bespoke manufacturing process.
12. Overseas Customers
While we consider requests from outside the United Kingdom, we make no warranty, express or implied, that the use of our website or the placement of any order from outside the UK complies with any applicable non-UK laws or regulations. Any customs or import duties levied once a package reaches your destination country are your sole responsibility.
13. General
13.1. If any provision of these Terms and Conditions is found to be illegal, invalid, or unenforceable, that provision shall be severed and the remaining provisions shall continue in full force and effect.
13.2. Any failure by us to enforce a right under these Terms and Conditions does not constitute a waiver of that right.
13.3. You may not assign or transfer any of your rights or obligations under these Terms and Conditions to any third party.
14. Governing Law and Jurisdiction
These Terms and Conditions are governed by English law. Any dispute arising out of or in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the English courts, except where you are a resident of another part of the United Kingdom, in which case the applicable law of that part of the United Kingdom will apply and any dispute will be subject to the jurisdiction of the courts of that jurisdiction.
15. Changes to Terms and Conditions
We reserve the right to amend these Terms and Conditions at any time. Your continued use of our website following any such changes constitutes your acceptance of the revised Terms and Conditions.
Questions About Our Terms?
Email: hello@caravanmattresses.co.uk
Phone: 0121 663 6114
Last updated: June 2026