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Refund Policy
Our policy on amendments, cancellations, returns and refunds. Every piece we ship is made to your specifications — please read this carefully before ordering.
Order Amendments
If you would like to make a change to your order, please contact our customer services team within 24 hours of purchasing your item. An order amendment will reset the delivery timescales.
Order Cancellations
If you wish to cancel your order after 24 hours of placing it, you will be charged 10% of the purchase price to offset any production and administration costs that we have incurred.
Returns
Every item that leaves our doors is made to order to your specifications. Therefore, we don't accept returns of made-to-order items unless they are faulty or incorrect.
If you only realise after delivery that you are unhappy with the quality, or that we have sent you the wrong item, please contact our customer services team within 14 days of delivery so that we can either resolve your issue or facilitate your return. We may ask you to send us photos or videos of any areas of damage or imperfection in order to offer you a suitable course of action.
Please ensure that the item is returned in the condition in which it was received. If the item is not received in that condition, you will be charged for the repair of the item to return it to its original condition.
Mattress hygiene notice
For hygiene purposes, we are unable to accept back any mattresses that have been removed from the original packaging. This policy will be strongly enforced regardless of whether the correct mattress has been received. Prior to opening the mattress, please ensure you have received the correct size and style. All mattresses are delivered in clear plastic polythene packaging.
If an item does not fit up the stairs, it will be registered as a return after delivery. Until the outstanding costs of redelivery and adjustment have been paid, the new parts will not be delivered. Failure to settle the outstanding amounts within 14 days of request will lead to a cancellation of the order and the order will be logged as a return after delivery.
It is therefore imperative for customers to ensure the items ordered will fit up the stairs. Please contact us if you would like to discuss anything prior to ordering.
Refunds
Orders that have not been delivered will be refunded within 14 days of notification. We will refund the purchase price, excluding our administration fee of 10% of the purchase price.
Orders that have been delivered and returned will be refunded within 14 working days after we receive your return. If the product is being returned because the customer has ordered the incorrect size, and in cases where the product is not faulty, there will be a charge of £175 to cover the admin, onward delivery and refund process.
You will not be charged for the delivery of a new part if the product we delivered is faulty or incorrect. However, if you choose not to exchange and instead opt for a return, the product will be deemed to have been delivered and returned and standard charges will apply.
For security reasons, you will be refunded on the card or payment method that you used to place your order.
We'll guide you through the process.
Our customer services team is here to help with amendments, cancellations, returns and refund queries.
