OUR RETURNS POLICY
When you return Goods to us:
because you are contracting as a consumer and you have cancelled the Contract between us within the period referred to in clause 5.1, we will process the refund due to you in accordance with the provisions of clause 5.6, subject always to the provisions of clause 5.7 ;
for any other reason, returns will be subject to the following process:
returns of non-faulty Goods by business customers under this clause 9.1 (b) (i) shall only be refunded or replaced without charge if you contact us within 2 Working Days of receipt of the Goods, informing us of your wish to return them. The Goods must be returned in accordance with our standard authorisation procedure (contact our sales office on 01553 277 374 for details). Without limitation, you must take reasonable care of the Goods in your possession and the Goods must be returned at your risk, in the same condition in which you received them and securely re-packed in their original packaging. A handling charge of 15% of the invoiced value of the Goods plus the delivery and return carriage costs will be levied. There will be an additional charge for repackaging if the original packaging is not in a suitable condition for re-stocking. Any non-faulty Goods which are Restricted Goods may not be returned;
without limiting any of the provisions of clause 6.12 and subject to the provisions of clauses 9.7-9.12 which relate to individual product guarantees, if you wish to return Goods to us because they are damaged or defective, or do not materially conform to their specification, any such damage, defect or nonconformity must be notified to us as soon as possible, but in any event within 14 days of receipt of the Goods and no further use of the Goods must be made following discovery of the damage, defect or nonconformity. We will examine the returned Goods and will notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 3 days of the day we confirmed to you via e-mail that you were entitled to a refund for the damaged, defective or nonconforming Goods. Goods returned by you because of damage, defect or nonconformity will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.
We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
You have an obligation to take reasonable care of the Goods whilst they are in your possession. The consequences of failing to discharge this obligation with respect to any Goods to which clause 9.1 (a) applies are set forth in clause 5.5; we may also, at our discretion and without limitation, refuse to refund, repair or replace any Goods to which clause 9.1 (b) applies if we consider that you have failed to discharge this obligation.
In accordance with clause 9.3, you must not make any improper use of, or make any unauthorised modifications or repairs to, the Goods, and you must otherwise take reasonable care to avoid any risk of damage occurring to the Goods by any means.
Notwithstanding those provisions of clause 10.1 (a) which relate to Goods being reasonably fit for purpose, unless otherwise agreed by us in writing in any particular instance, you shall be solely responsible for selecting Goods which are suitable for use for the specific purpose for which they are to be used.
For the avoidance of doubt, if any failure to discharge the obligation in clause 9.3 results in any loss or damage pursuant to clause 10, any such loss or damage may be considered as having been caused by you or contributed to by you.
Most Goods are guaranteed for 12 months or more. The guarantee period is stated on each individual product page.
The guarantee period runs from the purchase date of the Goods.
The guarantee covers the use of the Goods for those purposes for which the Goods would normally be used and any use of the Goods beyond what would reasonably be considered to constitute normal use will invalidate the guarantee.
The guarantee will also be invalidated if the weight-bearing capacity of the Goods is exceeded; please see our product pages and the Weight Guide page of our site for further information.
You should note that the guarantee relating to mattresses does not cover normal changes in hardness or softness of the mattress, but rather covers physical defects and changes which cause a visible, permanent indentation of more than 3cm in depth in the mattress material.
For the avoidance of doubt, any breach of clause 9.3 or clause 9.4 by you shall invalidate any guarantee offered by us.