RETURNS & REFUNDS
Clear guidance when plans change.
Understand your rights when buying online, how tailored orders may differ and how to tell us if there is a problem with your purchase.
ORDINARY ONLINE ORDERS
14 daysto notify us of cancellation after receiving eligible goodsYour rights when shopping at a distance
For most non-exempt online purchases, you have 14 days from the day after receiving your goods to tell us you want to cancel. You then generally have another 14 days to return them. Refund rules, including standard outbound delivery costs, apply in accordance with UK consumer law.
Exceptions can apply; see the information below and the terms relevant to your order.
Standard products
Most eligible products purchased online benefit from a statutory cancellation period. Contact us with your order information and we can explain the next steps.
Made to your specification
Goods genuinely made to a customer’s specifications or clearly personalised may be exempt from change-of-mind cancellation rights. Selecting a standard option does not automatically make an item legally bespoke.
Mattresses & protective seals
Some sealed products unsuitable for return for health or hygiene reasons may be exempt after the protective seal is broken. We consider applicable legal requirements and the circumstances of the product.
HOW TO GET STARTED
Request a return
- Contact us with your order number and the item concerned.
- Tell us the reason for the return or cancellation so we can identify the correct process.
- Wait for return instructions before arranging transport or sending a large item back.
- Keep proof of communications and any return delivery.
IF SOMETHING IS WRONG
Faults or damage
Your statutory rights are separate from any change-of-mind policy or optional warranty. If an item is faulty, damaged or not as described, please contact us with your order details and photographs where possible.
Remedies can include a repair, replacement or refund depending on the circumstances and the Consumer Rights Act 2015.
Product care and warranty ↗Information on this page is a summary of key consumer rights, not an exclusion of any statutory entitlement. Your rights under UK law always apply. Read our Terms & Conditions for order information.
WE ARE HERE TO HELP
Need to arrange a return?
Send your order number and a brief explanation. The team can advise on the next steps for your product.