Cancellations & Returns Policy
At Divan Base Direct, we aim to provide a seamless shopping experience. Below, we have outlined our policies regarding cancellations, returns, and resolving any issues with your order.
Faulty or Damaged Goods
We highly recommend inspecting your order upon delivery before signing for acceptance. If you notice any damage:
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Before Signing: Inform the delivery team immediately and request that they make a note of the issue before signing. Kindly note failure to report an issue during the signing process will affect your ability to make a claim.
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After Delivery: If you discover a fault or damage after delivery, contact our customer service team within 48 hours at 0333 366 0145 or email info@divanbasedirect.co.uk. We may request photographic evidence to assess the issue and arrange a resolution.
Important: Do not attempt to repair the item yourself or use a third party, as this may void your eligibility for a refund, compensation, or replacement. Additionally, do not return any faulty items without first contacting our customer service team.
Returning an Item If You Change Your Mind
If you are not fully satisfied with your purchase, you may return it within 7 days in its original packaging. Please note:
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A cancellation fee of up to 50% per item will be deducted from the refund to cover transportation, manufacturing, and administrative costs.
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The following additional conditions apply:
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Mattresses: Due to hygiene reasons, we can only accept returns if the mattress remains unopened. If the packaging has been removed or the mattress has been used, we strictly cannot accept a return.
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Bespoke Made-to-Order Items: These include all Divan Bases, Mattresses, Headboards, and Ottoman Storage Boxes. A 50% cancellation fee will apply if these items are returned.
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Clearance/Ex-Display Items: These are sold at reduced prices due to potential wear and tear. They cannot be returned or refunded unless faulty.
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Collection Fees: Customers are responsible for return shipping costs. If you prefer our delivery partner to collect the goods, a collection charge applies per item. Contact our customer service team at 0333 366 0145 or email info@divanbasedirect.co.uk for further details.
Goods That Do Not Fit into Your Home
It is your responsibility to ensure that your chosen products can fit through doorways, hallways, and staircases before ordering. If delivery cannot be completed due to access restrictions, a cancellation fee of up to 50% per item will be applied to cover transportation, manufacturing, and administrative costs.
Cancelling an Order Before Delivery
If you wish to cancel your order before it is delivered, please contact our customer service team as soon as possible at 0333 366 0145 or email info@divanbasedirect.co.uk.
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Bespoke Made-to-Order Items: Orders for these items must be cancelled within 1 working day of placing your order for a full refund.
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If cancelled within 1 working day, a 5% administration fee of the total order value will be deducted from the refund.
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If cancelled after 1 working day but before delivery, a 50% cancellation fee will apply and will be deducted from the refund
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If cancelled after the order has been delivered, a £60 collection charge will also apply.
Cancelling a Delivery Upgrade Service
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Delivery upgrade services can be cancelled for a full refund if the cancellation request is made by 3pm the day before delivery via telephone call only.
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If cancelled after 3pm, the upgrade fee is non-refundable.
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If cancelled before 3pm the day before delivery via email, the upgrade fee is non-refundable.
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If a delivery upgrade cannot be completed due to reasons beyond the delivery team’s control, the service fee remains non-refundable.
For any further questions, please contact our customer service team at 0333 366 0145 or email info@divanbasedirect.co.uk.
