Refund policy
Returns, Refunds & 90-Night Trial Policy
1. Right to Cancel — 14 Days
For Orders Delivered Within the United Kingdom
You have 14 days after the day you receive your order to tell us that you wish to cancel your purchase, without having to provide a reason.
Where several products from the same order are delivered separately, the cancellation period begins after you receive the final product.
To exercise your right to cancel, you must clearly inform us of your decision before the cancellation period expires by contacting us at:
After notifying us of your cancellation, you then have a further 14 days to send the relevant products back to us.
Sealed Products and Hygiene
Certain Comfi Club products may be supplied in sealed packaging designed to preserve their hygienic condition before use.
Under UK consumer law, the right to cancel may cease to apply to sealed goods which are not suitable for return for health-protection or hygiene reasons once those goods have been unsealed after delivery.
Where this exception applies to a particular product, its protective seal must remain intact in order for the product to be returned under the statutory right to cancel.
Opening an outer delivery package without breaking the product’s protective hygiene seal will not, by itself, be treated as use of the product.
Where an opened product can no longer be returned under the statutory cancellation right, it may still qualify for our 90-Night Trial, subject to the conditions below.
2. Commercial Guarantee — 90-Night Trial
In addition to your statutory rights, Comfi Club allows you to try eligible products purchased directly from comficlub.com for up to 90 nights.
This commercial guarantee is provided at no additional cost and applies to eligible orders delivered within the United Kingdom.
The 90-night trial period begins on the date you receive your order.
Eligibility Requirements
To qualify for the 90-Night Trial:
- The order must have been placed directly through comficlub.com.
- Your request must be made within 90 days of receiving the order.
- The relevant product must have been tried for at least 14 nights.
- Returned products must be complete and returned with their original packaging so that we can identify, trace and process the return.
- The product must not show abnormal deterioration such as tears, cuts, intentional damage, misuse or damage caused by clearly inappropriate care.
Marks or signs resulting from normal use of the product will not, by themselves, be grounds for refusing a valid claim.
The product will be inspected after we receive it to confirm that the eligibility requirements have been met.
If these conditions are not met, Comfi Club reserves the right to refuse a claim under the voluntary 90-Night Trial.
Limited to One Order Per Household
The 90-Night Trial may be used for one order per household within any 12-month period.
Where an order qualifies, the customer may return one or more eligible products from that order.
Once the guarantee has been used, another order from the same household will not qualify for the 90-Night Trial until 12 months have passed.
Option 1 — Comfi Club Store Credit
You may choose to receive 100% of the eligible return amount as Comfi Club store credit.
Where the entire eligible order is returned, the credit will equal 100% of the amount actually paid for the eligible order, including initial delivery charges where applicable.
For a partial return, only the eligible returned products will be credited according to the calculation rules in this policy. Initial delivery charges will not be included in the credit for a partial return.
Comfi Club store credit:
- Does not expire.
- Can be used across the Comfi Club online store.
Option 2 — Monetary Refund
You may instead choose to receive your refund back to the payment method originally used to place the order.
Under the voluntary 90-Night Trial, a deduction of £10 per returned product will be applied to cover costs associated with hygienic processing and disposal of products returned after use.
Where the entire eligible order is returned, the initial standard delivery charge will also be refunded where applicable.
Return Shipping Costs
Regardless of which 90-Night Trial refund option you choose, return shipping costs remain the responsibility of the customer unless the product is defective, incorrect or otherwise covered by your statutory rights.
How to Use the 90-Night Trial
To make a request, contact:
Please include:
- Your order number.
- Your first and last name.
- The product or products concerned.
- The reason for your request.
- Whether you would prefer Comfi Club store credit or a monetary refund.
Our customer service team will check whether your order qualifies and will then provide the full return procedure and return address.
You will have 14 days from the date we send you the return instructions to send the return.
Returns submitted under the 90-Night Trial without contacting our customer service team first may be refused.
Once your return reaches our return facility, the product will be checked and any approved refund or store credit will normally be processed within 7 business days.
90-Night Trial Exclusions
The 90-Night Trial does not cover, among other things:
- An order from a household that has already used the guarantee within the previous 12 months.
- Products returned without their original packaging.
- Products showing abnormal wear or deterioration.
- Damage caused by misuse or improper care.
- Products different from those originally purchased.
- Fraudulent claims or claims based on false information.
- Clearly abusive or repeated attempts to circumvent the terms of the guarantee.
The 90-Night Trial is separate from your statutory consumer rights and does not limit or replace any rights provided to you by law.
Guarantor: Comfi Club
Email: help@comficlub.com
3. General Conditions for Accepting Returns
Any returned product must correspond to the product originally ordered and must be identifiable using the relevant order information.
The conditions that apply depend on the type of return.
Statutory Cancellation
Where a product is being returned under the statutory right to cancel and that product is subject to an applicable hygiene exception, its protective hygiene seal must remain intact.
We may ask you to provide a clear photograph of the product and its seal before return in order to help us assess and process the return.
Requesting a photograph does not remove or restrict any statutory right that you may otherwise have.
90-Night Trial
Products returned under the 90-Night Trial may have been used in accordance with the conditions in Section 2, but they must:
- Be complete.
- Be returned in their original packaging.
- Show no abnormal deterioration.
4. How to Make a Return
To arrange a return, please contact Comfi Club customer service at:
Please provide:
- Your order number.
- Your first and last name.
- The product or products concerned.
- The reason for your request.
- The type of return or request involved.
Depending on the circumstances, we may ask you to provide additional information or photographs.
Our customer service team will then send you the appropriate return address and instructions.
Returns sent to any address other than the return address provided by our customer service team may not be processed.
For returns under the 90-Night Trial and voluntary exchanges, prior confirmation from customer service is required.
For a statutory cancellation, contacting customer service is not a request for permission to cancel. The customer simply needs to clearly communicate their intention to cancel within the applicable cancellation period.
5. Exchanges of Colour, Size or Variant
A voluntary exchange of colour, size or variant may be available where the product is unopened and any applicable protective hygiene seal remains intact.
Exchanges are generally processed as follows:
- The product is returned using our normal returns procedure.
- Once the return has been approved, Comfi Club store credit equal to the eligible value of the returned product is issued.
- That credit can then be used to place a new order for the preferred colour, size or variant.
Return shipping costs for voluntary exchanges are the responsibility of the customer.
This procedure does not apply where Comfi Club has sent the wrong product, colour, size or variant. Those cases are handled under Section 9.
6. Return Shipping Costs
Except where a product is defective, not as described, incorrect or otherwise subject to rights that require Comfi Club to bear the relevant costs, return postage is the responsibility of the customer.
This applies in particular to:
- Statutory change-of-mind returns where the customer is responsible for return postage.
- Returns made under the voluntary 90-Night Trial.
- Voluntary exchanges.
We strongly recommend using a tracked return service and retaining your proof of postage until your return has been fully processed.
If a return does not reach us, proof that it was sent may be required before we can investigate the matter.
7. Refunds
Except where different statutory rules apply, approved refunds are normally processed within a maximum of 7 business days after we receive and inspect the returned product.
Refunds will ordinarily be made to the same payment method used to place the order.
Where a statutory cancellation covers the entire order, the applicable initial standard delivery charge will also be refunded.
Where the customer voluntarily selected a delivery service that cost more than the standard delivery option, the additional delivery upgrade cost will not normally be refundable.
Orders Paid Using Multiple Payment Methods
Where an order was paid for using more than one payment method, any refund may be divided between those payment methods in a way that reflects how the original payment was made.
Maximum Refundable Amount
A refund can never exceed the amount actually paid by the customer for the relevant products or order.
Discounts, promotional codes and promotional value cannot be exchanged for cash.
8. Bundles, Quantity Discounts and Promotional Offers
Products purchased as part of a bundle, promotional offer, quantity discount or discount code remain eligible for any return rights that apply to them.
Where a discount depends on the purchase of several products and the customer returns only some of those products, the refund amount may be recalculated.
Products that the customer keeps may then be valued at the price that would have applied if the original conditions required to receive the bundle or quantity discount had not been met.
The refundable amount will be the difference between:
- The amount actually paid for the offer; and
- The recalculated value of the products that the customer keeps.
This applies in particular to:
- Bundles.
- Quantity discounts.
- Multi-buy promotions.
- Promotional offers conditional on purchasing several products.
A refund will never exceed the amount actually paid by the customer.
9. Defective, Damaged, Incorrect or Missing Products
Product Damaged on Delivery
If your product arrives damaged, please contact us as soon as possible and, where practical, within 48 hours of delivery.
Please include clear photographs of the damaged product and, where relevant, the packaging.
Reporting damage quickly helps us investigate the matter with the delivery carrier.
This requested reporting timeframe does not remove any statutory rights you may have in relation to faulty or damaged goods.
Wrong Product, Colour, Size or Variant
If Comfi Club has made an error while preparing your order, please contact us as soon as possible.
After checking the issue, we will arrange the appropriate solution, which may include replacement of the affected product at no additional cost.
Costs reasonably required to correct an error caused by Comfi Club will not be charged to the customer.
Missing Item
If you believe an item is missing from your order, please contact:
Please provide your order number and details of the missing item.
We will investigate the available packing, fulfilment and delivery information and then offer the most appropriate solution based on the outcome of that investigation.
10. Package Not Received, Not Collected or Returned to Sender
Tracking Says “Delivered” but the Package Has Not Been Received
If tracking shows that your parcel has been delivered but you cannot locate it, please contact us as soon as possible.
We may ask you to check:
- Your letterbox and any safe-place or delivery areas.
- With other people in your household.
- With neighbours where appropriate.
- Any collection point or parcel shop that may have been used.
Where necessary, we will raise an investigation with the delivery carrier.
The way your request is handled will depend on the outcome of that investigation and any rights available to you.
Parcel Not Collected From a Collection Point
Where a parcel has been delivered to a collection point, it is the recipient’s responsibility to collect it within the timeframe specified by the carrier.
If the parcel is returned to Comfi Club because it was not collected, the customer may choose between:
- Reshipment, with any new delivery costs payable by the customer; or
- A refund for eligible returned products, subject to any delivery-cost rules and statutory rights that apply.
Package Refused
A parcel that is voluntarily refused may be handled in the same way as a parcel that was not collected.
Simply refusing or failing to collect a parcel does not, by itself, communicate a statutory cancellation.
If you wish to exercise a statutory right to cancel, you should clearly notify us that you are cancelling the order.
Incorrect or Incomplete Delivery Address
The customer is responsible for ensuring that the delivery information provided when placing the order is accurate and complete.
Where a parcel is returned to us because the customer supplied an incorrect or incomplete address, we may offer to resend the order, with the additional delivery cost payable by the customer.
11. Cancelling or Modifying an Order
If you would like to cancel or modify an order, please contact us as soon as possible at:
Where possible, we may attempt to change:
- The delivery address.
- The colour, size or product variant.
- The products ordered.
- Or cancel the order entirely.
Changes can only be made while an order has not yet been prepared or dispatched.
Because orders may be processed and passed to our fulfilment or delivery partners quickly, contacting us before dispatch does not guarantee that we will be able to make the requested change.
A cancellation or amendment should only be treated as confirmed once our customer service team has confirmed it to you.
Once an order has been dispatched, we may no longer be able to intercept or amend it.
After delivery, the customer may use whichever cancellation, return or guarantee rights apply under this policy.
12. Contact and Final Provisions
For any request concerning a return, refund, delivery issue or the 90-Night Trial, please contact:
Email: help@comficlub.com
Comfi Club may refuse a claim made solely under an optional commercial guarantee where the claim does not comply with the conditions expressly stated in that guarantee.
Nothing in this policy is intended to remove, restrict or replace any mandatory consumer right available under UK law.