However, due to the intimate nature of beds, mattresses, pillows etc the goods must still be sealed in original packaging. For reasons of health and hygiene any beds, mattresses or bedding that has been unsealed will be deemed to have been used and cannot be returned for any other reason than a manufacturing fault.
If the Buyer does not cancel the contract in accordance with the cancellation policy, the Buyer shall be deemed to have accepted the goods (except any manufacturing faults) and will not be liable to return the goods to the seller.
Unfortunately, there are the following exceptions to our returns policy:
- Made to measure and special order goods (without fault).
- Mattresses/Beds that are not in the original packaging or are unsealed.
- Customer damaged goods.
- Unwanted or damaged items not notified within 7 days.
Cancellation prior to delivery
If you are unhappy with your purchase for any reason or change your mind and you give us written notice prior to delivery we will refund the cost of your goods. Any refund will be less a ?35 administration fee, plus the cost of the credit/debit card transaction fee charged to the seller by the seller's payment processor NatWest.
Refunds on goods cancelled prior to delivery will be made as soon as possible following written notification of cancellation and in any case will not exceed a period of 30 days from that written notice. All refunds will be made onto the same card used to make the original purchase.
Cancellation after delivery
In the unlikely event that you are unhappy with your purchase for any reason or change your mind and you give us written notice within 7 days of delivery you have two options:
1. take responsibility for returning the products to us at your own cost and at your own risk; or
2. authorise us to collect the goods at a mutually convenient date.
The goods must be in the original sealed packaging and in the condition in which they were delivered to the Buyer. The goods cannot be used or damaged. The Buyer must retain possession of and responsibility for the goods until the cancellation notice has been sent (within the relevant time limit), the goods have been collected/returned AND the returned goods have been accepted by us. The Buyer will need to ensure that all reasonable care is taken of the goods whilst in his/her possession.
If the Buyer intends to return the goods to us he/she must ensure that the goods are returned within 21 days of cancellation. The Buyer must take reasonable care to ensure that the goods are not damaged prior to their return or in transit and the goods must be in the original sealed packaging.
If we are to collect the goods we will arrange to do so within 21 days of cancellation. We reserve the right to and will generally seek to recover the cost of collecting the goods, which would be deducted from the refund amount or added to any upgrade.
Refunds on goods already delivered will take place as soon as possible following the collection/return and inspection of such goods and in any case will not exceed a period of 30 days following that collection/return and us accepting the returned goods. Any refund will be less a ?35 administrative fee, and the cost of the credit/debit card transaction fee charged to the seller by the seller's payment processor NatWest. For cancellations after delivery, the Buyer will therefore be re-credited with a full refund less the exact cost of collecting the goods (if applicable), an administration fee of ?35 and the card transaction fee.
Damaged or Faulty goods
No claim for damage in transit, shortage of delivery or loss of goods will be entertained unless, in the case of damage in transit or shortage of delivery, it is brought to the attention of the carrier or seller upon receipt of goods, and in the case of loss of Goods, notice is given to the carrier concerned and to the seller and a complete claim in writing made within a reasonable period of time from the date of delivery. Where Goods are accepted from the carrier concerned without being checked by the Buyer, the delivery book of the carrier concerned must be signed and a reason why must be given. All claims will be accepted only in writing and no later than 7 days from date of delivery. Any defect on any packaging should be investigated and notified upon receipt.
Upon receiving the goods, please ensure that you should inspect all parcels on delivery and if your goods are defective, faulty or damaged or there is anything missing you must notify us by telephone or email within 24 hours of receipt. Please aslo make a note when signing for the goods, or indicate that the parcels were received "unexamined".
When you receive your item(s), please make sure that you inspect the goods carefully before signing. Make sure the packaging that your item(s) arrive in is in good condition. If the product looks damaged in any way please sign for it, but write the word DAMAGED on the signature note and inform us within 24 hours. This type of damage is very rare, but we recommend and suggest that you do this in order to protect your statutory rights. If your item(s) has been damaged in transit, siging for it damaged will help us greatly expedite replacement parts or items.
We must ALSO receive written notification setting out the alleged fault, damage or missing parts within 7 days of delivery. The Buyer must not use the defective goods.
The Seller will contact the Buyer within 2 working days of receiving notification of an alleged fault, damage or missing part. The seller will discuss the problem with the Buyer and seek to provide a solution to rectify the problem. The Seller reserves the right to repair or replace such goods, refund the price of such goods, or take other such means in their discretion to rectify the problem.
The Seller will not be liable to replace any goods should the defects arise from fair wear and tear, wilful damage, negligence, misuse, abnormal working conditions, failure to follow instructions as to storage of the goods or goods that have been altered by the Buyer.