Refund policy

Online Orders

If you purchase online and change your mind, you may return your items (excluding made-to-order products) within 14 days of delivery for a full refund.

  • You are responsible for returning the goods to our warehouse.
  • If you return an item, we will refund the value of the goods plus the basic delivery charge.

Returns Conditions

  • You are responsible for returning the goods, unless they are faulty.
  • Any damage must be reported within 24 hours of delivery.
  • Items must be returned unused, in their original condition and original packaging.
  • If an item is damaged during the return journey (and was not collected by our own delivery team), we will not issue a refund.

Once we receive the returned item, it will be inspected to ensure:

  • It has not been used or tampered with.
  • All parts, fittings, instructions and components are included.
  • The item is returned in the condition sold.

Diminished Value: As per the Consumer Contracts Regulations, if the value of the goods is reduced because they have been handled more than necessary (e.g., they are unboxed, assembled, or damaged), we reserve the right to deduct an amount from your refund to reflect this loss in value.

Refunds will be processed within 14 days of receiving the returned goods.

Important Notes

  • Mattresses and divan bases must be unopened and unused to qualify for a return.

In-Store Purchases

Items purchased in store are not covered by the online cancellation (cooling-off) period.

  • Returns may be accepted at our discretion.
  • Any accepted returns will be issued as store credit only.

We’ve chosen this policy to avoid increasing our prices. Processing returns is costly, and rather than pass those costs on to all customers, we ask that purchases are made with confidence.

Made-to-Order & Custom Items

The 14-day cancellation policy does not apply to:

  • Made-to-order items
  • Custom or specially commissioned pieces

If cancellation is requested after any stage of production has begun (including procurement of materials), no refund will be issued.

It is the customer’s sole responsibility to check dimensions and ensure items can be delivered into their intended space.

After Delivery

  • If our delivery team has already left after completing your delivery, it is unlikely we can offer a collection service.
  • You are responsible for ensuring returned items reach us safely and in their original packaging.
  • If your order was delivered by a third-party courier, they will not be able to accept a return, and you will need to arrange the return yourself.

Return Collection on the Same Delivery Van

If you request a return collection on the same vehicle that delivered your order at the point of delivery, our return fees will be the same as our standard delivery charge to your address, plus a handling charge.

The handling charge will be the greater of the following:

  1. £50
  2. £1 per mile (distance calculated from the delivery address to your nearest store)
  3. 5% of the total order value

Please note:

  • We cannot always guarantee a return on the same delivery vehicle.
  • If this cannot be accommodated, you will be responsible for arranging the return of the goods to us.

Why Our Return Fees Are Higher Than Delivery Fees

Our delivery charges do not reflect the true cost of delivery and are subsidised by the profit in the sale. When an order is cancelled, we must charge the actual cost of transporting the goods.