Refund policy

At UK Beds Direct Ltd, each product is made with great care and attention. Most of our items are custom-made, built to order, and tailored to your chosen size, colour, fabric, and design.
Because these items are manufactured specifically for each customer, they are treated as made-to-order under UK consumer law.

1. Cooling-Off Period (Custom Orders)

1.1 UK Beds Direct Ltd provides a 48-hour cooling-off period from the moment your order is placed. During this period, you may:

  • Change minor details of the order

  • Adjust your specifications

  • Cancel your order without any fees

1.2 After 48 hours, your order enters production, and cancellation terms change (see Section 2).

2. Cancellation of Made-to-Order Items

Under the Consumer Contracts Regulations 2013, made-to-order goods do not carry the usual right to cancel once production begins.

2.1 If you cancel after the 48-hour cooling period, a 20% deduction will be applied to cover:

  • Materials already cut or allocated

  • Labour and production time already used

  • Custom work already started

2.2 If your order is near completion, completed, or packaged for dispatch, UK Beds Direct Ltd may:

  • Decline the cancellation entirely, or

  • Apply additional reasonable costs to reflect work already completed

2.3 If a delivery date has been booked, processing has begun, or the item has been routed with the courier, an administration/delivery fee of up to £200 may apply.

2.4 Once an item has been dispatched, any cancellation becomes a return and collection request, and all associated fees will apply.

3. Non-Returnable Products

3.1 Because items are made specifically for each customer, returns for “change of mind” are not accepted, unless agreed at management discretion.

3.2 Mattresses and sleeping pads cannot be returned once opened, for hygiene and safety reasons.

3.3 An unopened mattress in its original sealed packaging may be returned within 7 days, provided it is a standard stocked model and not made-to-order.

3.4 Used mattresses cannot be returned unless they contain a proven manufacturing fault.

4. Reporting Damage, Faulty or Incorrect Items

4.1 All customers must inspect their goods at the time of delivery.

4.2 Any damage, defect or incorrect item must be:

  • Reported within 48 hours, AND

  • Noted on the delivery note before signing where possible

4.3 Customers must provide clear photographic or video evidence of the issue.

4.4 If the item is faulty or incorrect, UK Beds Direct Ltd will:

  • Repair the fault, or

  • Replace the faulty parts, or

  • Provide a replacement item and arrange collection

All at no cost to the customer.

4.5 We cannot accept responsibility for faults or damage reported after 48 hours, as they may have occurred after delivery.

5. Discretionary Returns (Non-Faulty Items)

5.1 In exceptional cases, at the discretion of UK Beds Direct Ltd, we may accept a discretionary return.

5.2 If accepted:

  • A £150 collection and administration fee applies

  • The item must be unused and in perfect resalable condition

  • The customer must securely package the product to prevent damage during return transport

5.3 If damage occurs due to inadequate packaging, additional charges may apply.

DELIVERY POLICY

 

6. Delivery Scheduling

6.1 Our courier or delivery team will contact you to arrange a delivery slot.

6.2 You must provide an up-to-date mobile or landline number and email address to avoid delays.

6.3 Please do not take time off work until a delivery date has been confirmed directly by the courier.

7. Delivery Timescales

7.1 Typical delivery times:

  • Divan beds & mattresses: 7–14 working days

  • In rare cases: up to 21 working days

7.2 Some orders may arrive in separate deliveries due to supplier or courier differences.

7.3 You will receive a text/email the day before delivery with your time slot.

7.4 Deliveries may be delayed or cancelled due to unforeseen circumstances such as weather, traffic, courier illness, or operational disruption.
Compensation cannot be provided for missed appointments or lost earnings.

8. Delivery Service Details

8.1 Delivery is to the ground floor or communal door only.

Drivers are not obligated to bring items further into your home. Any assistance beyond the door is a goodwill gesture and at your risk.

8.2 Customers must ensure:

  • Safe and unobstructed access

  • Suitable parking arrangements

  • Clear paths for couriers

8.3 If delivery cannot be completed due to access issues, redelivery fees may apply.

9. Delivery Charges & Exclusions

9.1 Delivery is free to most UK mainland areas.

9.2 The following areas may incur additional charges or may be excluded:

PA, KA, DG, FK, KY, PH, DD, AB, IV, TD, TR, KW, BT

9.3 UK Beds Direct Ltd currently does not deliver to off-shore locations, as these deliveries are uninsured and at customer risk.

10. Packaging, Assembly & Removal

10.1 Items may arrive flat-packed for easy self-assembly.

10.2 UK Beds Direct Ltd does not:

  • Remove old furniture

  • Dispose of old mattresses

  • Remove packaging

11. Insurance & Damage in Transit

11.1 All goods are fully insured until they reach your property’s entrance.

11.2 If damage occurs during delivery and is reported within 48 hours, we will replace or repair the item free of charge.

12. Data Protection (Updated Legal Standard)

UK Beds Direct Ltd complies with the Data Protection Act 2018 and UK GDPR.

  • Your data is used only for order fulfilment, delivery, warranty, fraud prevention and legal compliance.

  • We never sell your personal data to third parties.

  • We share your contact details only with delivery providers responsible for your order.