Returns & Cancellation Policy

1. Cancellations

You may cancel your order on the same day it is placed without penalty.

Cancellations made after the order date will incur a 20% charge of the total order value. This covers operational costs, as every bed is made-to-order and requires materials, labour, and production scheduling.

Cancellations on the scheduled delivery day are not permitted, as this directly impacts driver wages and allocated production time.

2. Change-of-Mind Cancellations for Custom-Made Goods

Under the UK Consumer Contracts Regulations 2013, online orders normally have a 14-day cooling-off period. However, this does not apply to custom-made or personalised items.

Regulation 28(1)(b) of the Consumer Contracts Regulations states that: “The right to cancel does not apply to the supply of goods that are made to the consumer’s specifications or are clearly personalised.” You can read this in full here: Regulation 28(1)(b) .

All of our beds, bases, ottomans and headboards are custom-made based on your selected size, fabric, colour, storage option and style. Because of this:

• There is no automatic right
• There is no automatic right to return once the goods have been produced or delivered.
• Any cancellation or alteration may incur fees to cover production, materials and labour already allocated.

This is supported by official UK guidance: Accepting returns and giving refunds (GOV.UK) .

If you need to request a cancellation or alteration, please contact us and we will do our best to help, but fees may apply due to the bespoke nature of our products.

3. Returns After Delivery

You have 14 days from delivery to return any unused and unopened beds.

After the 14-day period has passed:

• We do not accept returns for change of mind
• We do not offer refunds for unwanted items

However, your product is still covered under warranty.

A 20% restocking fee applies to all “change of mind” returns, plus a collection fee of £49.99 per item (this fee may vary based on location).

This includes returns for reasons such as:

• You no longer want the item.
• The item does not fit your space or up the stairs.
• You are unhappy with the appearance or material.
• Any reason not related to a manufacturing fault or defect.

4. Defective or Damaged Products

If any item is defective, damaged or incorrect, returns or exchanges are free of charge.

Please contact our Customer Service team immediately and provide:

• Images or videos of the issue.
• Your order details.
• The delivery date.

We will arrange a replacement, repair or inspection as required.

5. Customer Responsibility for Goods

You are responsible for taking reasonable care of the goods while they remain in your possession, including ensuring they remain:

• Clean and protected.
• Unused (if they are being returned).
• Packaged safely for collection.

Any item returned damaged, used, assembled or without proper care may result in deductions from your refund based on the loss in value of the goods.

6. Refund Processing

Refunds are issued once the returned items have been received, inspected and processed by our team.

Please allow up to 5 working days for funds to reach your bank account after your refund has been approved.

For assistance, please contact us via our Help Centre during the following hours:

• Monday–Friday: 9am – 5pm
• Saturday–Sunday: 9am – 3pm

7. Our Commitment

Our policies are designed to be fair, transparent and compliant with UK consumer law, while also protecting our manufacturing team, delivery partners and operational costs.

If you have any questions about this Returns & Cancellation Policy, please do not hesitate to contact us.