Returns Policy

Consumer Contract Regulations only apply to your order if the goods have not been custom made to your specification or if you have not visited us in store. Full payment or a deposit of the purchase price shall be taken instore and this is non-refundable to you once the order has been placed. Any refund given will be at our complete discretion and deductions will be made if you change any part of your order including storage costs if your goods were awaiting delivery or collection.

In any case for an order query, you need to provide your invoice as proof of purchase and to enable us to locate your order and see exactly what was purchased and when. The invoice is a very important document and we advise to keep this safe for the entirety of the product should you need to contact us. Without this we will be unable to assist in most if not all queries.

If the Consumer Contract Regulations do apply, you can cancel your furniture by notifying us in writing, before delivery or within 14 days beginning with the day after the date of delivery.

Whether Consumer Contract Regulations apply or not, you are responsible for the furniture once it has been delivered and signed for and you are liable for any loss or damage. If you wish to return the goods for any reason after delivery has been received please ensure to take good care of them. Failure to take reasonable care may result in a claim against you and deduction in any refund or no refund at all. To avoid the risk of such claims we ask that you return the goods in appropriate packaging to prevent damage in transit. 

It is your responsibility to return the items to our store’s registered address in a good condition or you will lose your statutory right to cancel within 14 days if Consumer Contract Regulations do apply. For products returned by you and consumer contract regulations do not apply, you will be responsible for all costs and expenses of returning the goods to us. Your payment will be refunded within 14 days, subject to deduction of:

  • Any delivery costs incurred in the original delivery
  • Any cost in collecting the item if we arrange the collection in certain cases
  • A re-stocking fee of 10% of the value of the returned goods will be deducted from any refund.

However, please note that we are permitted by law to reduce your refund to reflect any reduction in the value of the products, if this has been caused by you handling them in a way, which would not be permitted in the store.

Consumers do not have the legal right to any remedy for problems:

  • Caused by them damaging or misusing the goods, accidently or otherwise
  • Caused by their own attempts to repair the goods
  • They were aware of before purchasing the goods.

Due to their intimate nature, all mattresses will be delivered sealed in clear plastic wrapping that will allow for inspection. Any mattresses that have been unsealed will be deemed as having been used and will not be accepted for return for any reason. 

Regrettably, once products have been delivered to you and any statutory cooling off period has expired, no products will be accepted for return other than in our absolute discretion or where such products are damaged or defective. Custom made orders cannot be returned or cancelled. 

If we authorise a return, the goods must be returned with sufficient packing to handle vigorous handling in transit. We therefore highly advise that extra packaging is placed upon the original packaging to ensure all attempts were made for the item to return back without any damage or further damage if it was damaged when received as this will result in a reduction or no refund at all.

If the Consumer Contract Regulations do apply we will make the reimbursement without undue delay and no later than;

  • 14 days after the day we receive the goods back from you, or
  • If earlier, 14 days after the day you provide evidence that you have returned the goods, or
  • If there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the order.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless we have expressly agreed otherwise.  In any event, you will not incur any fees as a result of the reimbursement.

 

Damages & Missing Parts

It is vital that you examine the goods as soon as you receive them. If any of the items or packaging look damaged in any way then you must sign for the parcel as damaged and ACCEPT this unless they are mirrored items which have been opened and checked by both you and the delivery team. DO NOT OPEN the packaging, contact us within 24 hours and wait for further instructions and please send images via email of the damaged packaging to speed up the process.

In the unfortunate event of missing parts, again please notify us within 24 hours. Please note if items are assembled without making all of the above relevant checks, the suppliers or courier may not accept any liability and hence we will not accept any responsibility.

Once the images are received by us we will investigate the issue and if we conclude that there is a manufacturing fault or there has been damage in transit then we will arrange an exchange of the product(s). We may however, collect the damaged part(s) for further inspection before issuing an exchange.

Any returned products that are not found to be defective, you will be informed and requested for the item to be collected. If we do not hear anything within 5 working days the item will be discarded of.

If we authorise a return, the goods must be returned with sufficient packing to handle vigorous handling in transit. We therefore highly advise that extra packaging is placed upon the original packaging to ensure all attempts were made for the item to return back without any damage or further damage if it was damaged when initially received as this will result in a reduction or no refund at all.