OUR REFUND AND CANCELLATION POLICY
Can I cancel my order?
An order that has not been delivered can be cancelled and a full refund will be issued (Unless this is a Bespoke Order). An order that has been delivered or recently dispatched and deemed non-faulty, it is then the customers responsibility to return the item(s) such costs are the customers liability. Our company can collect goods, please see our terms and conditions for collection charges.
Can I amend my order?
You have the right to amend your order prior to delivery. However, please note, this may delay your order and delivery lead time. If you wish to amend, please email us on firstname.lastname@example.org as soon as possible or give our Customer Services team a call on 01553 615665.
What if I have ordered the incorrect item?
It is the customers' responsibility to check whether they have sufficient space for the bed or the specifications of the order. Customers must make themselves aware of these exact measurements/specifications before ordering. If we are advised of the situation before we have acknowledged delivery, a change is then possible, but it could be subject to a small fee (depending on the item).
What if my bed/mattress will not fit into my property / upstairs?
It is the customers' responsibility to make sure they have sufficient space for the product they have ordered. If the courier is still present and the item is returned to us then the product can be fully refunded, but any delivery costs are non-refundable. If the item has been left with the customer, a collection fee will be charged to collect the item as per our rates mentioned above.
What happens if my bed is damaged on delivery?
We advise all customers to check their items before signing for the delivery. If you notice any damage or the goods are incorrect, please refuse the delivery and contact us as soon as possible. If the goods have already been signed for, please email us at email@example.com with images and a description of the issue. We will aim to resolve this as soon as possible.
I believe my bed or mattress is faulty
If there seems to be a fault with one of our products, please email us at firstname.lastname@example.org with images and a description of the issue and we will carry out the necessary arrangements. Please note: Our mattress guarantee does not cover normal changes in hardness and softness over time. However, mattresses are guaranteed by physical defects which cause a visible permanent indentation.
Returning a mattress
Our mattresses may only be returned if the item is still in the sealed packaging and has not been used (slept on). This is due to health and safety regulations. It is the customers' liability to return the mattress, however, we can arrange for a courier to come collect your items. Please be aware that there will be a collection charge. We do not offer trial periods for any mattresses.
Is my bed or mattress guaranteed?
All our products are guaranteed for a minimum of 12 months (please see individual products for further information). Our guarantee covers normal sleeping use only. Customers must comply with our recommended Weight limits, otherwise the guarantee will be void. If we deem a fault as 'misuse' by the customer, we have the right to void the guarantee. Please see our Guarantee page for more information.