RETURNS & CANCELLATIONS POLICY

1. Right to Cancel (Consumer Regulations)
In accordance with applicable Consumer Regulations, you have the right to cancel your order within 14 days from the day after you receive the goods or services.

To exercise this right, you must notify us of your intention to cancel or return the goods within this 14-day period.

2. Exclusions to the Right to Cancel
The right to cancel does not apply to the following items unless they are faulty:

Mattresses, or other sealed goods, where the hygiene seal has been broken.
Bespoke, customised, or made-to-order products.

3. Returns – Change of Mind
If you wish to return an item due to personal preference within the 14-day cancellation period, a collection fee may be deducted from your refund.

Collection fees are calculated based on the size and weight of the item(s).

4. Damaged Items on Delivery
If your item arrives damaged, we will, within the 14-day cancellation period:

-Replace the affected parts free of charge; or
-Arrange collection and provide a full refund.

5. Manufacturer’s Warranty (12 Months)
All products are supplied with a minimum 12-month manufacturer’s warranty, unless otherwise stated at the time of purchase.

If a fault arises after the 14-day cancellation period but within the 12-month warranty period, you will be required to provide evidence of the fault. This includes high-resolution photographs and/or video submitted via email.

Warranty claims will be assessed based on this evidence, and in most cases, a physical inspection will not be required.

Where a fault is confirmed within this period, we will replace the affected parts free of charge.

6. Faults Within the First 12 Months

Within the first 6 months, a full refund may be offered as an alternative to repair or replacement.
Between 6 and 12 months: replacement of faulty parts will be provided; refunds will not be offered.

7. Extended 5-Year Warranty
Certain products are covered by an extended 5-year warranty, as specified on the relevant product page. This warranty commences from the date of purchase.

After the initial 12-month period, any valid warranty claim will be subject to a customer contribution towards replacement costs, based on the age of the product.

The contribution scale is as follows:

0–1 years: No charge (covered under initial warranty)
1–2 years: 20% of current retail price
2–3 years: 40% of current retail price
3–4 years: 55% of current retail price
4–5 years: 70% of current retail price

These contributions include applicable delivery costs.

8. Discontinued Products
In cases where a product subject to a valid warranty claim has been discontinued, we will offer a discount equivalent to the applicable contribution level towards a current product of similar specification.

9. General Guidance
For further information regarding your statutory rights under Consumer Protection Regulations, you may wish to contact your local Citizens Advice Bureau or seek independent legal advice.