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Terms & Conditions

General Terms and Conditions of Sale from March 2022 (Internet and telephone sales only)


1:1 Sartex Quilts & Textiles is the manufacturer of Premier Inn pillows, pillows are delivered to customers direct from Sartex’ warehouse using designated courier services.

1.2 These Terms and conditions apply to all orders placed online at By placing an order you are entering into a contract with Sartex Quilts & Textiles Limited and you are accepting to abide by these conditions. Please read them carefully and if you have any questions. contact our Customer Services team, details on our contact us page.

1:3 If you do not wish to comply with these terms and conditions, then you should not place an order and enter into a contract with Sartex.

1:4 Please note that these terms and conditions do not affect your statutory rights.

Orders – Making a Contract With Us

2.1 When you place an order with us, you are making an offer to buy goods. We will send you an e-mail to confirm that we have received your order. If there are any errors on your email confirmation you must inform us as soon as possible for these to be rectified.

2:2 All orders are subject to acceptance. All details supplied to Sartex must be true and accurate.

2:3 If there are any problems with your order we aim to contact you as soon as we can.

2:4 All Images displayed are indications of the product, some items may have small variations.

2:5 To place an order with us please follow the step by step guide on our website or contact our Customer Services who will assist you.

2:6 To place an order with us, you must be a UK resident and over 18 years of age.


3:1 In the event that any product is displayed with an inaccurate price we have the right to withdraw and cancel the order prior to a contract being made (please see section 2.1 for order contract information).

3:2 Any errors that have been made in the description of our products will be rectified as soon as possible.

Price and Payment

4:1 Prices displayed on our website are inclusive of VAT at the UK standard rate of 20%.

4:2 The total price payable, for all items ordered, will be debited, from the account provided, at the time that the order is placed, once a contract has been made (see section 2.1 for order contract information).

4:3 We accept most major credit/debit cards including Visa, Delta, MasterCard and Switch and we use a secure payment method. We hold no credit or debit card details in our systems.

4:4 You must confirm that the credit or debit card being used is yours in order to purchase product (s) on our website.

4:5 All billing information given must match those held by the bank that issues the card that you are paying with. Failure to supply the correct information may lead to a delay or cancellation of your order. Your order will only be processed once the payment has been authorised.

4:6 All credit/debit card holders are subject to validation checks and authorisation by the card issuer and the merchant bank. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, without prejudice to clause 12, we shall be permitted to cancel our contract with you.

4:7 The May Spring Bank Holiday sale offer advertised is available from 00:01 on 20th May until 23:59 on 31st May 2024 only, There is no limit on the number of purchases a customer may make, subject to stock availability. The offer is 10% discount on bedding products purchased individually and 20% on the bedding bundles. The sale price is automatically applied and no coupon is required. The offer does not apply to any other products.

4:8 In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:

  • Pay later (30 days)

  • Slice It.

  • Further information and Klarna’s user terms you can find here. General information on Klarna you can find here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna’s privacy statement.

Please note we do not have control over which Klarna products will be available to you during checkout.

4:9 – Please note, this coupon can only be used to purchase bedding on and not on our other websites such as or 

4.10 – Please note any coupons provided cannot be used in conjunction with other coupon codes or on sale items. The coupons can only be used once by one user. 

Availability of Goods

5:1 All single item products and services are subject to availability (except for bundles )and may be withdrawn at any time.

5:2 Any goods that we are unable to supply will be refunded in full or the monies can be used for an alternative product.

5:3 Any items that are not in stock have a lead time. This lead time is an ESTIMATED time, in days. Sartex aim to supply the goods within this time; however this is not always possible. Where there are delays we aim to notify you as soon as we are informed.


7:1 Please check over your items to ensure that they look to be intact before signing for them.

7:2 Notifications of claims – If your goods are damaged when you receive them, please note on the delivery sheet and refuse the items with the delivery agent. Please contact Customer Services who will be happy to rectify this problem as soon as possible.

7:3 If you do sign for goods and later discover them to be damaged, please contact Customer Services as soon as possible and be aware that we may require photographic evidence of the damage before action can be taken.

7:4 Shortages – It is your responsibility to sign for the correct number of packages shown on the delivery sheet, please note any shortages and contact Customer Services. Incorrect items – Please refuse any incorrect items and mark the delivery sheet as incorrect items. Please contact Customer Services.

7:5 Please note that dispatch will not take place if you have not received an order confirmation email.

7:6 Please ensure that for a bed delivery your property is directly accessible to a vehicle which is approximately the size of a Luton Van. If there is no direct access for our delivery agent, or the access is restricted for parking, the delivery may not be made and you will be responsible for the associated carriage charges.

7.7 There will need to be a person over the age of 18 at the delivery address to sign for receipt of the products.

7.8 In the case of pillow deliveries the delivery agent will take the items to the doorstep to ensure parcel is given to recipient.

7:9 Sartex can cover any losses arising from incomplete or damaged deliveries once confirmed with assigned Home Agent Couriers as long as images are provided and Sartex’ customer service department must be informed upon arrival

7.10 We use a delivery agent for our deliveries. Whilst they AIM to deliver between the specified times, on the selected delivery date, we cannot guarantee this. Sartex are unable to cover any loss of earnings etc for these occasions but will do our best to get your goods to you as soon as possible.

7.11 With larger items the delivery agent may require some assistance to offload the items.

7.12 If the tracking on your order is showing ‘delivered’, but you have not received the package, please contact customer service within 14 days of the date from when your order was placed, if not we will be unable to track the location of your parcel, investigate it further or authorise a refund.

7.13 Please note our delivery costs for the following locations are £9.99;

Channel Isles
All BT Postcodes
All IM Postcodes
Jersey Channel Islands
AB10-16, AB21-25, AB30-39, AB41-45,
IV1-28, IV30-32, IV36, IV40-49,
IV51-56, IV63
PA20-34, PA35-38, PA41-49, PA60-72,
PA73-78, PA80
PH17-26, PH30-44, PH49-50

Failed Delivery Attempt

8:1 PLEASE DO NOT DISPOSE OF YOUR EXISTING ITEMS UNTIL YOU HAVE RECEIVED YOUR ORDER FROM US. There are rare occasions where we may be unable to make the delivery to you on the agreed date, as such we do not advise that you dispose of any of the items that you are replacing until you have received and checked your items from us.

8:2 Although at Sartex Quilts & Textiles Limited we always strive to deliver within the agreed dates and times, we do occasionally come up against problems that can make this impossible. In the event that we are unable to make the delivery on the selected date, we will contact you as soon as we can to advise you and make alternative arrangements. Please be aware that, where we use a delivery agent, we are not always able to control the delivery process and have to rely on the information that we are given. Please be patient with us and we will do our very best to assist you.

8:3 If you have supplied incorrect delivery details we will do our best to get your items to you as soon as possible (once we have the correct information). However there will be a charge for this (see section 9).

8:4 Please note that we cannot be held responsible for any losses arising from a late or failed delivery.

Amending Deliveries

9:1 Amendments to date/addresses before the item has been dispatched from us – Free

9:2 Amendments to date/addresses after the items have been dispatched from us but before the delivery has been made – £1 (this may affect the delivery date)

9:3 Amendments to date/addresses after a delivery attempt has been made – £1 (this may affect the delivery date)

9:4 Failed delivery attempts, due to no one being at the property – Free (not guaranteed same day.) There will be 3 attempts before the parcel is returned back to sender. If the parcel is returned back to sender there is a charge of £3.50

9:5 Failed delivery attempts, due to customer supplying incorrect information – Free to reattempt (not guaranteed same day). There will be 3 attempts before the parcel is returned back to sender. If the parcel is returned back to sender there is a charge of £3.50


10:1 We recommend that there is a responsible adult to take delivery of any goods and to sign for these goods on delivery. If you require the goods to be left without a signature, Sartex will not be held responsible for any theft or weather damage of your goods. The goods will be left at your own risk and will only be left if there is a signed and dated note, with the customer’s permission, for the delivery agent to take. We do not recommend that your goods are left outside, due to threat of weather damage or theft.

10:2 Once delivery has been made it is the customers responsibility to take reasonable care of the items.

Faulty Items

11:1 If your item develops a fault we will deal with your complaint in accordance with your rights under The Consumer Rights Act 2015. You will also be supplied with a product guarantee is in addition to your statutory rights.

11:2 We are complying with British Standard Codes of Practice, which provides our customers with additional protection if things go wrong. For further queries please contact our customer service department on +441706 357490


12:1 Please check over your goods on delivery to ensure that the packing is intact and all items appear to be in good condition before you sign for them. If you find your goods to be faulty, damaged or incorrect please refuse the items and contact Customer Services as soon as possible. If you find that your goods are damaged after you have taken delivery please notify us as soon as possible. Please do not return the goods back to us, we will have these collected from our own courier, customer will be liable for their own postage back to our warehouse if they decide to despatch themselves. We ask that you inspect your goods within a reasonable time scale and prior to them being transported anywhere else.

12:2 If you are not satisfied with your purchase for any other reason (excluding manufacturing faults or misdescribed products) and report this, in writing or email, within 30 days, from the date of delivery, you will be given the option to return the product to us for a refund or exchange. You must ensure that the goods are adequately packed and it is your responsibility to return the product to us and to cover any associated costs of return (please include your reference number and name on any returns). If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will seek to recover the reduction in value from you. This policy does not affect your legal rights. This policy excludes made to measure items (items made to the consumer’s specification) (see section 6). As bedding items (Duvets, Pillows and Mattress protectors) are a hygiene product, any products must be returned unused and in original packaging with security tag intact. Once received and checked, any refunds will be issued

12:3 Prior to returning any goods you must inform Customer Services (within 30 days of receipt).

12:4 Once we have received and checked the goods’ condition we will inform you and arrange for a refund or exchange. Please note; refunds may take up to 14 days to process and appear on your credit or debit card account.

12:5 If you are unable to arrange your own carriage we will arrange this on your behalf through our delivery agent. Collections from customers are available Monday – Friday and are an all day service 8am – 6pm. We cannot provide a narrower time window. The charge for collection will vary depending on size of items and location. Please ask a member of staff for the associated costs. Sartex cannot be responsible for failed or delayed collections.

12:6 Should you wish to cancel your order or return your goods due to a manufacturing fault, once the fault has been confirmed, we will be happy to carry the associated carriage costs and/or make the necessary arrangements.

12:7 – Please note we are unable to action any refund or replacement claims due to product quality after a period of 6 months from the order date.

12:8 – Unfortunately, we cannot offer any guarantees beyond 6 months of your pillow purchase, we recommend all customers change their pillows within 2 years. Pillows degrade & sometimes flatten based on the usage, storage and sleeper type.

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