Returns & Refunds

Returns & Refunds

  • In compliance with the Consumer Contracts Regulations your right to cancel your order starts when you place your order and ends 14 days after you have received your goods. To cancel your order, please do this in writing by either letter or email.

  • You then have a further 14 days within which to return the goods to us. If the goods are returned for any other reasons than being defective then you will be required to arrange and pay for the cost of returning the goods to us. We will not collect the items on your behalf in this instance.

  • The product must be in its delivered form and must not have been tampered with in any way. You are advised to where ever possible use the original packaging to protect the product on its return journey, unless assembled by our own delivery team. We recommend taking photos of the product, the packaging, and the condition of the exterior of the box before sending back, so that if your courier causes damage you will have recourse with them.

  • The product will be inspected on return to ensure that the product has not been tampered with and is complete. Please be advised that you do have a duty of care for the products during the period of cancellation of your order and the collection of the goods. Should it be determined that the item has been handled more than they would have been in a shop an amount may be deducted from the refund.

  • Where a refund is to be paid we will refund any money received from you using the same method originally used by you to pay for your purchase. We will process the refund due to you as soon as possible and, in any case within 14 days of the day we receive the returned goods. We regret that any cancellations of orders with a two-man delivery service while the goods are in the possession of our two-man delivery company, will not result in the delivery charge being refunded.

  • We accept liability for any damage or shortfall of goods delivered subject to being notified within three days of delivery. We will arrange collection of the goods, and once we have received the goods and inspected them, we will send a replacement. The time scale for replacement will be based on the advertised lead time of the product. E.g. if it’s next working day, we will ship the replacement the next working day after receiving the original goods at our warehouse. Note however that if the item has become out of stock since you placed your original order, the replacement will be subject to backorder and may take longer to arrive.

  • The Consumer Rights Act 2015 allows the consumer 30 days to report a manufacturing fault from the date of delivery. If you notify us after the 14 day period in which you can cancel your order under Consumer Contracts Regulations, then we are within our rights to offer a repair or replacement rather than a refund. Following any repair or replacement the consumer has the remainder of the 30 days or 7 days (whichever is longer) to assess the repair/replacement.

  • Should repair/replacement fail, be disproportionate or not possible, the consumer will have the right to a price reduction or a final right to reject.

  • Bespoke orders: If you decide to cancel your bespoke order product for any reason, it is unlikely that we could sell it to another customer at full selling price. We'll therefore reserve the right to charge a cancellation fee of 25% of the order value.

  • Cancellation rights do not apply in the following cases:

    • In the case of mattresses, bedding and bed linen, if the packaging has been un-sealed, for reasons of health and hygiene these items by their nature cannot be returned unless faulty.  Please note that we cannot accept a return or cancellation once a mattress has been slept on. Once opened they are exempt from the 14 day cooling off period.

    • In the case of mattresses and divan beds, if our assembly service forms part of your order and the hygiene seal is broken and mattress bag removed we will not be able to accept return unless the goods are faulty. Unfortunately, we cannot accept returns on beds or mattresses that have been slept on for hygiene purposes.