Do not be fooled by the 100-night sleep trial. The reality is very different from what's advertised.
I returned a REM-Fit Sleep 600 mattress after 43 days — well within the trial window — and what followed was weeks of delay tactics, pressure, and confusion that no customer should have to endure.
Here's what actually happened:
• Before processing my return, I was offered £250 to keep a mattress I told them was affecting my sleep. This then mysteriously became a £400 offer in a later email.
• I was asked to provide photographs of the mattress as a condition of the return — something not mentioned anywhere in the published policy.
• I received contradictory instructions: told that the British Heart Foundation would collect the mattress, but simultaneously given a Rhenus warehouse address in Nuneaton and told to self-ship it with tracked delivery at my own initiative.
• The return documentation contained a placeholder order number (RM-XXXXX) rather than my actual order number.
• I was then informed that free gift pillows — which came in the box and were never flagged at purchase — had to be returned unused, or £15 per pillow would be deducted from my refund. This condition is hidden behind a collapsible section on their website that most customers would never find.
Their own policy says: "If our mattress isn't the right one for you, let us know within 100 nights, and we'll have it picked up for a full refund. It's that simple."
It was not simple. It took weeks of persistent emails to finally receive my refund.
If you are considering buying from REM-Fit, go in with your eyes open. Read every hidden section of their website before opening anything, and be prepared to fight for what their policy promises.
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