Refund policy

Returns Policy

Web, email or phone

The Consumer Contracts Regulations - which came into force on 13 June 2014 and implement the Consumer Rights Directive - give you rights when shopping online. The Consumer Contracts Regulations also give you key cancellation rights when you enter into contracts at a distance over the phone, online, from a catalogue or face-to-face with someone who has visited your home, for instance.

This means that during the relevant period if you change your mind or for any other reason you decide you do not want to keep the Goods, you can notify Us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract under these regulations is available from your local Citizens' Advice Bureau or Trading Standards office.

This cancellation policy does not apply in the following circumstances:

  • Any bespoke made products encompassing chosen specification or clearly personalised.
  • In the case of mattresses, bedding and bed linen, if the packaging has been un-sealed, for reasons of health and hygiene these items by their nature cannot be returned unless faulty. Please note that we cannot accept a return or cancellation once a mattress has been slept on.
  • In the case of mattresses and divan beds, If an installation service forms part of your order and the hygiene seal is broken and mattress bag removed we will not be able to accept return unless the goods are faulty,
  • Your legal right to cancel a Contract starts from the date of confirmation of the order. If the goods have already been delivered to you, you have a period of 14 calendar days in which you may cancel, starting from the day after the day you receive the Goods.

To cancel a contract please contact us via our email – info@thebedhouse.co.uk

The bed House Ltd will issue a full refund once the goods have been collected/returned – customers can either return the goods themselves or instruct the bed House to collect. If they instruct The bed House to collect then there will be a collection fee depending on distance from TA6 6BD. The fee would be as follows:

  • Up to 20 miles - £20 
  • Between 20.01 and 40 miles - £30 
  • Over 40 miles - TBC 

We will refund you on the credit card or debit card used by you for the original payment and in accordance with the Consumer Right Directive we will refund you within 14 days.

 

Returns Policy

Instore

The bed House Ltd does not operate a returns policy for items purchased in store.

Warranties and Guarantees

Every product we sell comes with a standard manufactures warranty of 12 months from the date of delivery. The length and type of cover varies depending on each manufacturer and product, and more information can be found in store. Please note, your original receipt number must be produced if a claim is made – we are unable to process a claim if you cannot produce your original receipt.

Please be aware, if a claim is made and an item is replaced you do not receive another guarantee with the replacement product. You receive one guarantee/warranty per invoice.

Please note, claims are against manufacturing defect and do not cover the following issues including, but are not limited to normal wear and tear, mattress softening, fibre compression, damaged caused by misuse etc.

Please note that warranties/guarantees will be void if the mattress being returned is marked/stained/odorous – an inspection will be carried out and the warranties/guarantees will be Void if the mattress is found to be imperfect i.e. stained, containing human or animal hair, smoke damage etc. We strongly recommend the use of a mattress protector.

 

Mattress Exchange 

In the unlikely event the mattress you have chosen doesn’t quite suit your personal needs we are able to exercise a mattress exchange policy: 

  • You must have used the mattress for at least 14 nights. 
  • A mattress exchange is limited to 30 days after delivery, we cannot offer an exchange on mattresses older than this. 
  • Limited to 1 exchange only. 
  • Only applicable when the mattress comfort level isn’t right. Issues exempt from the policy include, but are not limited to: bed or mattress height, bed or mattress colour, bed ‘style’, odours, size etc. 
  • The mattress must be in immaculate condition, with the use of a mattress protector.

If the new item is of higher value you must pay the difference, but there will be no refund issued if the value is lower. Payment will be required at the time of choosing an alternative mattress. A collection and re-delivery charge of £49 will be applied to each exchange.

The bed House ltd reserves the right to withdraw this policy at any time if the mattress being returned is marked/stained/odorous – an inspection will be carried out by the delivery staff and the exchange will be refused if the mattress is found to be imperfect i.e. stained, containing human or animal hair, smoke damage etc. 

 

Clearance Items

Items sold as ‘clearance’ or ‘ex-demonstration’ are sold-as-seen with no Guarantee or Warranty, The bed House Ltd cannot accept any claims once delivered with regards to cosmetic marks, comfort level, feel etc.