Last updated: 7 October 2026
If there is a problem with your order, contact Malvern and we will help. This policy explains how we handle returns and refunds. The terms shown when you placed an existing order continue to apply to that order. Nothing here limits rights that apply to your purchase under consumer law.
Change-of-mind returns
We do not offer a comfort trial or a general return for a change of mind, fit, firmness, personal preference, an unwanted gift, or an order placed for the wrong item. This does not affect any right to a remedy under applicable law.
Damaged, faulty or incorrect items
If your order arrives damaged, has a product fault, or contains the wrong item, contact us as soon as possible, preferably within 30 days after delivery. Include your order number and a clear description. Photos or a short video can help us understand the issue. If you cannot provide them, tell us why and we will discuss another reasonable way to assess it.
We will review the information and work with you on an appropriate remedy, such as a replacement, repair where available, or refund reflecting the purchase payment and remedy that apply to your order. We may ask a few reasonable questions or for further evidence. If a return is needed, contact us first: we will provide instructions and explain who will pay the return cost. For a problem caused by us, or a fault return that we are required to accept, Malvern will cover reasonable return postage.
Please report a missing item or missing part as soon as possible, preferably within 30 days after delivery. Tell us what is missing and include your order number. We will check the order and arrange an appropriate remedy for the missing item or part.
The 30-day reporting request helps us investigate promptly. It does not remove or shorten any mandatory consumer right or remedy.
How to contact us before returning an item
Email support@malverncomfort.com with your order number and the reason for contacting us. Do not send an item anywhere until we have replied with instructions. We will confirm any approved return destination directly. A return address is not published here because the right receiving location must be confirmed for your order.
Refund timing
When a refund is the appropriate remedy, it will reflect the payment made for your order and the remedy that applies. We send it to the original payment method unless the law requires another method. We aim to process an approved refund within 10 business days. Your bank or card provider may take another 5–10 calendar days to show it. We will email you when the refund has been issued. Any legally required refund timing takes priority.
Orders that have not arrived
If your order has not arrived by the delivery estimate shown when you purchased, contact us with your order number. We will check the tracking and investigate. If we cannot meet the promised delivery time, we will contact you and give you the choice to wait or cancel for a prompt full refund.
If tracking says delivered but you cannot find the parcel, check with household members, neighbours, building management and the carrier. Contact us so we can investigate. We may ask for information that reasonably helps locate the parcel, but one particular carrier document is not the only way to report a missing delivery.
Customs charges
Any customs duties or import taxes shown as payable by you at checkout are charged by the relevant authority, not Malvern. Contact that authority about a charge. This section does not limit any refund or other right required by law.
Contact
Email: support@malverncomfort.com
Monday–Friday, 9am–4pm Eastern Time. We aim to reply within 1–2 business days.