Refund policy

This policy explains when a refund may be available, what deductions may apply and how long refunds take to process.

Cancelling an Order Before Delivery

Standard made-to-order products include:

• Divan bases
• Headboards
• Mattresses
• Ottoman storage boxes

If a standard made-to-order product is cancelled within one working day of the order being placed and before manufacturing begins, a 5% administration fee will be deducted from the refund.

If manufacturing has begun, or the cancellation request is made after one working day, a 50% cancellation fee will be deducted from the refund.

Express orders are subject to a 50% cancellation fee, regardless of when the cancellation request is made.

Change-of-Mind Refunds

You may request a change-of-mind return within 30 days of delivery, provided the item meets the return conditions.

For made-to-order products, a 50% cancellation fee per item will be deducted from the refund.

Customers are responsible for the cost of returning unwanted goods.

If we arrange collection:

• A £60 collection charge applies for the first item.
• An additional charge applies for each further item.
• The full collection charge will be confirmed before collection.
• Collection charges will be deducted from the refund.

Cancellation fees and collection charges are separate deductions.

Condition of Returned Goods

To qualify for a change-of-mind refund, goods must:

• Be returned in the same condition as when delivered.
• Remain in their original packaging.
• Be complete and include all fittings and components.
• Be suitably protected during return transportation.

We may reduce or withhold part of the refund if goods are returned:

• Damaged
• Used
• Altered
• Incomplete
• Assembled where this affects their resale condition
• Without adequate packaging

If a collection cannot be completed because the goods are not ready or properly packaged, a failed-collection charge may also apply.

Mattress Refunds

For hygiene reasons, mattresses can only be returned as a change-of-mind return if they remain:

• Unopened
• Unused
• In their original sealed packaging

Once a mattress has been opened or used, it cannot be returned because the customer has changed their mind.

If you wish to inspect or test the mattress before deciding whether to keep it, it must remain fully wrapped and sealed.

This restriction does not apply where a mattress is confirmed to be faulty or incorrect.

Faulty, Incorrect or Incomplete Goods

Change-of-mind cancellation fees and customer collection charges will not apply where goods are confirmed to be:

• Faulty
• Incorrect
• Incomplete
  

These cases will be assessed separately in accordance with your applicable warranty.

When Refunds Are Processed

Approved refunds will be processed:

• Within 30 days of cancellation where the order has not been delivered; or
• Within 30 days of the returned goods being received and inspected.

Refunds will normally be issued to the original payment method.

The time taken for the refund to appear after it has been processed may depend on your bank or payment provider.

Refund Deductions

Depending on the circumstances, the following may be deducted from a refund:

• 5% administration fee
• 50% cancellation fee
• Collection charges
• Failed-collection charges
• A reduction for damaged, incomplete, used or altered goods

Any applicable deductions will be confirmed before the refund is completed.

For warranty information, please click here.