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REFUND OR EXCHANGE PROCESS

If you are not completely satisfied with your purchase, Under the Consumer Protection (Distance Selling) Regulations you are entitled to change your mind. Simply notify us of your intention to return the goods to our warehouse within 48 hours of receipt of your goods and we will issue you a refund upon receipt of the item(s) upon completion of our quality inspection process.  Please return to us within 14 days of the delivery date, subject to the terms and conditions detailed below we will refund you within 28 days.

The cost and safety of the goods are your responsibility until they reach us, therefore, we recommend for security purposes, that you insure the item (s) for the value of the goods and retain all records of delivery.  All goods are your responsibility once in your possession, so please handle all goods with extreme care and ensure that you send the package by a method which insures the value of the goods, as well as retaining your proof of postage. In order to process a refund, the goods must be returned to us intact, unused, undamaged and as soon as reasonably possible.  Please handle all items with care as your refund will be suject to quality checks carried out. 

Please can you photograph products when sending them back to ensure a full refund is completed, in the unlikely event damage occurs during transit via third party couriers this maybe something you are required to process through insurance should this be damaged in transit. We will be unable to accept the return of any item(s) where these instructions have not been followed. Please can we inform you that we are happy to make collection arrangements on your behalf via quotation per order, please contact our customer care team for further details. Any delivery costs will be deducted from your total refund.

The process for raising a collection is through our ticketing system which can be created when logging into your account HELP DESK, please follow the instructions carefully for your item (s) to be processed for collection. Once a ticket has been raised you will be given a reference number and you can access any updates on the status of your case by logging in.  All communication on your ticket will be logged and dated to view at any point.  Please can we ask for images to be provided should you be requesting a refund due to damage and/or exchange.  We aim to respond to all cases within 72 working hours.  

In the event we have to send any correspondance to our suppliers we will keep you updated and apologies if you encoutner any delays due to further communication channels being introduced to resolve your case.  Despite the process involved our team will keep you updated at every point by our help desk service to provide you with peace of mind your case is being dealt with and monitored at all times by a company representative.  

 

CHANGE OF MIND

Bespoke or made-to-order items are exempt from our standard delivery terms (this does not affect your statutory rights).

If there is no fault we cannot accept the return of these items. These items must be inspected, before accepting delivery. If this is not possible, you must sign for the item as “not inspected”. It is your responsibility to ensure any item is returned to us in a new state and in the original packaging provided. Always take photographs before sending your item(s) by your selected carrier. It is also a good idea to ensure your selected carrier has suitable insurance in place. Should you require help with the return of your item(s), please contact customer care. 

• Refunds, less any delivery charges, will be issued within 28 days of receipt of all goods and after we have quality checked the goods with a thorough inspection for any damages.
• We will only issue a refund using the same method of payment originally used by you.
• We will always endeavour to resolve any issue promptly. In some instances, during high seasonal periods or during any sale activities, some delays maybe experienced.

  • Items which have been delivered and have not been reported within this time frame will not be accepted. Failure to comply with this procedure will result in items not being credited or replaced. Items must reach us in no more than 14 days from the date the return has been authorised by a member of our team.

 

  • Mattresses can only be returned if unopened, due to hygiene reasons. Mattresses which have been opened cannot be returned. If your mattress is open or damaged upon delivery, please do not accept delivery of the mattress.

 

Please raise a ticket through our help desk facility which can be accessed by logging into your account and can be located in the menu options on the left hand side. Customers have a duty of care for the item(s) until they have been received by us, so please ensure no damage is caused to the item(s) while it is in your possession. Please quote your order reference when contacting us, this will enable our team to process your request without delay

 

DAMAGED ITEMS

Please notify us of any faulty or damaged goods by raising a ticket in our help desk section when logging into your account, within 48 hours of receipt of your goods. Items must be returned in the original packaging and details must include stock item number, invoice number and date.

We also require photographic evidence of any damages which may have occurred. We cannot process your return without these.  These images can be uploaded when creating a ticket to report your issue within the help desk section in your account login area. If in doubt and require any support please contact our customer care team for guidance. 

 

CANCELLATION

Under the Consumer Protection (Distance Selling) Regulations, you have up to 14 working days after you have received your delivery to cancel your order. If your items have already been dispatched, please refuse any delivery of cancelled items, or return them back to us if you have received delivery of your item(s). Please contact us before sending your item(s) back to us.

We will only issue a refund using the same method of payment originally used by you. All ex-display and clearance items are non-refundable. We advise viewing of all products in this category, prior to purchasing.

It is your responsibility to ensure items are returned to us in a new state and in the original packaging provided. Always take photographs before sending your item(s) via your selected carrier. Should you require help with the return of your item(s), please feel free to get in touch.

We will always endeavour to resolve any issue promptly. In some instances, during high seasonal periods or during any sale activities, some delays maybe experienced.

 

HELP DESK

In the unforeseen circumstance you wish to request for a refund or exchange on your item for whatever reason in order to speed this process up please can we ask that you raise your request via our ticketing system which can be located once logged into your account on our website.  This is managed by our customer care department labelled HELP DESK in the options in the right hand panel of your account options.  

We require information on your ticket along with images should this be damaged or an concerns you maybe raising on your case.  If this is a refund you require please can you provide an explanation on this to allow a member of our team to process your collection or if this is something you will be arranging please provide details on this for your refund to be processed efficiently on your account.  

Please can we ask you to send any correspondance on your ticket once raised within your account to ensure all correspondance is logged, in this area you will be able to access updates on your case logged along with communicate directly with our team.  This is the fastest way to receive a response as your case will be assigned to a handler who will ensure this is completed as swiftly as possible.  

By creating a ticket you will see live data and will received acknowledgements within 72 working hours, we aim to resolve cases quicker but in the event communication is required via third party partners we can only apologise should this fall outside this period.  Nonetheless we will provide you with an acknowledgement to ensure you are always kept up-to date on the status of your case.  

Please refrain from sending emails once your case has been logged as this may slow the process down, images can be uploaded to your case at any point should you be required to send further details upon investigation during this process, this again is processed through the help desk fucntionality.  

Please contact our customer care team should you require any further support on raising a ticket.  

 

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