Refunds and returns
YOUR LEGAL RIGHT TO WITHDRAW
As you have purchased Products online via our Website, you have a legal right to cancel your order without giving a reason if you do so within 14 days of having the Products delivered to you (or before at any time from when we accepted your order until the expiry of the 14 day period).
When you do not have a right to withdraw
Our beds and headboards are so called “made-to-order” products. As these products are especially manufactured based on your personal specifications, they cannot be cancelled.
Right to withdraw will not be valid for products with broken packaging that cannot be properly returned due to health and hygiene reasons. This includes products such as covers, pillows, mattress protectors, toppers, duvets, sheets and similar products and the Website will identify these products before you place your order. If a product of this sort has been sealed, you may not open if you want to exercise your right to withdraw.
However, your right to withdraw remains valid when you purchase products such as accessories like decoration pillows, scented candles, bed legs, and our topper “Prestige”. If you would like to exercise your right to withdraw in relation to such products, please contact our customer service.
Whilst you will not have a right to cancel without giving a reason for these products, please see below for how you can cancel your contract because of a mistake on our part.
How to cancel
To exercise your legal right to withdraw (where applicable), please contact us to tell us that you have changed your mind. You can use the model cancellation provided at the end of these terms, but you are not obliged to do so. You should include the return slip that is included in the delivery. Furthermore, we ask you to return the Product in its original packaging. When you return the Product it should be unused and have all product labels and tags still there. Please contact us at firstname.lastname@example.org for any return enquiries.
Where you have a right to withdraw, we will pay you back 100% of the amount that you paid for the Products and the cost of our standard delivery. We will refund you the price you paid using the method you used for payment. We may make deductions from the price, as described below:
- We may reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount for the damage.
- The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.
Refunds will be made at the earliest possible convenience. If the Products are being returned by you, your refund will be made within 14 days from the day we receive the Product back, or if earlier, the day on which you provide us with evidence that you have sent the Product back to us. In all other cases, your refund will be made within 14 days of your notification of order cancellation/return.
Only products that have been purchased in our store can be returned via the store.
IF THERE IS A PROBLEM WITH YOUR PRODUCT
All the beds and headboards that we sell in the UK have been approved by British standards (e.g. passed flammability test). Information concerning quality terms are always included with our beds and headboards. If you have any additional questions do not hesitate to contact our customer support.
We have a legal obligation to supply Products that are in conformity with this contract. The Consumer Rights Act 2015 says that goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your Product, your legal rights entitle you to the following:
- Up to 30 days: if your Products are faulty, then you can get an immediate refund.
- Up to six months: if your Products cannot be repaired or replaced, then you are entitled to a full refund, in most cases.
- Up to six years: if your Products do not last a reasonable length of time you may be entitled to some money back.
If you wish to exercise your legal rights to reject Products you must either return them to us or post them back (or if they are not suitable for posting) allow us to collect them from you. We will pay the cost of postage or collection. Please contact us to arrange a collection or to receive a return email. We will also pay for the cost of returning products if you are ending the contract because we have told you of an upcoming change, an error in pricing or description, a delay in delivery. If you wish to return a product for any other reason where you do not have a legal right to do so, you will need to pay for the costs of return.
We will refund any sums due to you by the method you used for the original payment, and we may be entitled to make deductions.
Please note that if you were to discover anything of fault with the Product(s) you have bought, regardless if it is discovered in direct relation to the delivery or at a later stage, it is important that you report the damage to us within a reasonable time frame. We therefore encourage you to inspect the Product(s) upon delivery and to let the courier take it back and ask them to have it reviewed. However, this does not affect your legal rights.
MODEL CANCELLATION FORM
(complete and return this form only if you wish to withdraw from the contract)
To [TRADER’S NAME, ADDRESS, TELEPHONE NUMBER AND, WHERE AVAILABLE, FAX NUMBER AND EMAIL ADDRESS TO BE INSERTED BY THE TRADER]
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the supply of the following service [*],
Ordered on [*],
Name of consumer(s)
Address of consumer(s)
Signature of consumer(s) (only if this form is notified on paper),