Returns & Refunds

In accordance with the UK Regulations, The Consumer Protection (Distant Selling) Regulations 2000 ("The Buyer's right to cancel"), the Buyer has the right of cancellation within 30 days except where a Product is tailored to customer requirements and without fault.

 

To exercise the right of cancellation, the Buyer must give written notice to the Seller by letter or e-mail giving details of the Products ordered and (where appropriate) their delivery. Notification by phone is not sufficient. This must be done within the first 30 days.

Once we have been notified of the cancelling, a refund is usually processed within 14 working days via the same method of payment.

If the Seller has delivered the Products to the Buyer but the Buyer wants to cancel the Contract, the Buyer must retain possession of the Goods until the cancellation notice has been sent to the Seller within the relevant time limit. The Products cannot be used. The Buyer will be responsible for returning the Products to the Supplier at the Buyer's own cost. The Products must be returned to the address Sellers warehouse. The Buyer must take reasonable care to ensure that the Products are not damaged in the meantime or in transit and return them in the packaging and condition they were delivered to the Buyer. Alternatively, the Seller, under the authority of the Buyer will organise for the goods to be collected on a mutually convenient date. In this case, the Buyer will be re-credited with a full refund minus the exact cost of collecting the Products. This refund will take place within 14 days of the Products being delivered back to the Seller's warehouse.

If a bed and mattress has been taken out of it's box and assembled or used then refund cannot be issued for the item(s).

If an item develops a fault after the first 30 days of delivery, but within the 12 months of purchase, then we will either repair or exchange the goods free of charge.

Damages

If your goods have been delivered and are defective or damaged, please read this procedure carefully.

The Buyer must provide written notice of the defect or damage within 7 days of the Buyer receiving the Product(s) from the Seller. the Buyer must include order details and what the issue Is, is there is visible damage or faults pictures must be provided

The Buyer must not use the defected goods unless instructed in writing by the Seller to do so.

The seller will not be liable to replace any products should they fall under the following categories:

  • The Buyer makes further use of such Products without the Seller's consent after notifying the Seller of the defect/damage.

  • The defect arises as a result of fair wear and tear, wilful damage, negligence, misuse, abnormal working conditions or failure to follow our oral or written instructions as to the storage of use of the Products.

  • The Buyer alters or repairs such Products without our written consent; or

  • The Buyer has not paid the Contract price for the Products by the Payment date.

  • The Buyer did not sign for the item as 'damaged or unchecked' on the courier drivers PDA.

  • The Buyer just signed their name on the courier driver’s PDA, stating that it has been received in 'good condition'.

 

Providing the Buyer does not fall within any of these categories, the Seller reserves the right to either; Repair or replace such Products (or the defective part) free of charge; or Refund the price of such Products (or a proportionate part of the price) provided that the Buyer allows for the Seller to collect the Products or the part of the Products that are defective.

 

Should replacement Parts be requested by the Buyer, the time in which the replacement parts can be delivered to the Buyer will depend on the lead time stated by the relevant manufacturers. The Seller will relay this information to the Buyer but will take no responsibility should this time be longer.

Should a refund be offered to the Buyer, the money will be re-credited back onto the same credit/debit card the Buyer used to make the original purchase. This will be done within 14 days of the Seller receiving the goods back into their warehouse. If a customer cancels an order before delivery a full refund will be issued (minus any courier / admin charges if applicable) within 14 days.

Please note any made to order goods (special order) are not subject to return, if an item is faulty we must be notified within the allocated time frame specified above (7 working days) with pictures and order information so we can resolve this.