Returns, Cancellations & Refunds

We hope you will be very happy with your purchase from Beds on Legs. However, we understand that there may be occasions when you need to cancel an order, return an item or report a problem.

This policy explains how we deal with cancellations, returns, damaged or faulty goods, failed deliveries and refunds.

Nothing in this policy affects your statutory rights.

Damaged, Faulty or Incorrect Goods

Please inspect your goods as soon as reasonably possible following delivery.

If there is visible damage to the packaging or product when it is delivered, please make the delivery team aware and, where possible, note the damage when accepting the delivery.

If you discover damage, a fault, missing parts or believe you have received an incorrect item after unpacking your order, please contact us as soon as possible at:

sales@bedsonlegs.co.uk

To allow us to investigate the issue quickly, we may ask you to provide:

• Your order number;

• Photographs or video showing the issue;

• Photographs showing the complete product;

• Photographs of product labels where applicable;

• Photographs of the packaging; and

• Any other information reasonably required to identify or assess the problem.

Please retain the product and its packaging while we investigate your complaint.

Where appropriate, we may refer photographs, videos and other information to the manufacturer for technical assessment.

Your Statutory Rights

Goods supplied by Beds on Legs must be of satisfactory quality, fit for purpose and as described.

Where goods do not conform to the contract, you may be entitled to remedies under the Consumer Rights Act 2015. Depending upon the circumstances and when the problem is reported, these may include repair, replacement, price reduction or refund.

Nothing in this policy limits those statutory rights.

Where a product is established as faulty, damaged, incorrect or otherwise non-conforming and Beds on Legs is responsible for its return, we will arrange collection using our nominated courier at no additional cost to you.

Unless the nature of the fault makes this unreasonable or unsafe, items being collected should be suitably packaged to prevent further damage during transportation. Please contact us if you require assistance regarding packaging.

Cancelling an Order Before Delivery

If you wish to cancel an order before it has been delivered, please contact us as soon as possible at:

sales@bedsonlegs.co.uk

Please include your order number so that we can check the current status of your order.

The cancellation arrangements will depend upon whether the product is standard, made to order or bespoke/special order, and whether it has already been dispatched.

Standard Products – Before Dispatch

If you cancel an eligible standard product before it has been dispatched, we will make every reasonable effort to stop the order before it enters the delivery network.

Where the order can be successfully stopped, no return collection charge will apply because there will be no goods to collect from you.

Any refund due will be processed in accordance with your applicable cancellation rights.

Made-to-Order Products – Before Dispatch

Some products displayed on our website are manufactured after an order is placed using the size, fabric, colour, storage configuration or other standard options selected from the product page.

We classify these products as made to order, but they are not automatically bespoke or excluded from statutory cancellation rights.

If you wish to cancel a made-to-order product before delivery, please contact us immediately.

Where you have a statutory right to cancel, this will not be removed simply because manufacture of the product has begun or been completed.

If the product has not yet been dispatched and we are able to stop the order before it enters the delivery network, there will be no return collection charge because collection from your property will not be required.

Bespoke & Special-Order Products

Bespoke and special-order products are treated differently.

Where a product has been made to your individual specifications or clearly personalised within the meaning of applicable consumer legislation, the statutory 14-day change-of-mind cancellation right does not apply.

This may include products manufactured to non-standard dimensions, products specifically altered to your requirements, or products manufactured or sourced in a specification which is not offered as a standard option on our website.

If you wish to cancel a bespoke or special-order product, please contact us as soon as possible.

Where manufacture or sourcing has not yet commenced, we may be able to agree to cancellation at our discretion.

Where manufacture, alteration or special sourcing has already commenced, we may be unable to accept cancellation or a reasonable cancellation charge may apply. We will explain the position and any applicable charge.

This does not affect your statutory rights if the product is faulty, damaged, incorrect or not as described.

Orders Already Dispatched

Products can enter the delivery network several days before the arranged delivery date.

Once an order has been dispatched, we may no longer be able to stop it before delivery.

If you tell us that you wish to cancel after dispatch, we will make reasonable efforts to stop the delivery where possible.

Please do not contact the courier independently to cancel, redirect or return your order unless we have specifically asked you to do so.

Where the delivery cannot be stopped, Beds on Legs will arrange the return through our nominated courier in accordance with the applicable change-of-mind return conditions.

The applicable return collection charge will normally start from:

• Standard products – £60 per item

• Made-to-order products – £100 per item

Charges may be higher for certain delivery areas or where specialist collection arrangements are required. We will advise you of the applicable charge.

Refusing Delivery After Cancellation

If you have already notified us that you wish to cancel but the order cannot be stopped before delivery, we may ask you to refuse delivery so that the goods can remain within our nominated delivery network.

Please do not refuse delivery unless Beds on Legs has specifically advised you to do so.

Where return transportation costs are your responsibility, the applicable return collection/transportation charge may still apply where the goods are returned directly through our nominated courier rather than being delivered into your property.

Changing Your Mind – Online Orders

For most goods purchased online, you have the right to cancel your order without giving a reason.

You must notify us that you wish to cancel within 14 days beginning the day after you, or a person nominated by you, receives the goods.

Please contact:

sales@bedsonlegs.co.uk

Once you have notified us that you wish to cancel an eligible order, Beds on Legs will arrange the return collection of beds, mattresses and other large furniture through our nominated courier.

Please do not arrange your own courier or return large items to our warehouse or a manufacturer without our prior agreement.

The applicable return collection charge is set out below.

Certain goods are excluded from the statutory right to cancel, including goods made to the consumer's specifications or clearly personalised. Please see our Bespoke & Special-Order Products section.

Your change-of-mind cancellation rights are separate from your statutory rights where an item is faulty, damaged, incorrect or not as described.

Condition of Change-of-Mind Returns

You are entitled to inspect goods in a similar way to how you could reasonably inspect them in a shop.

You are responsible for taking reasonable care of the goods while they are in your possession.

Where you wish to return an item following a change of mind, it should, wherever reasonably possible, be:

• Unused;

• Unassembled;

• Complete with all components, fittings and accessories;

• Protected and securely packaged for transportation; and

• Returned in its original packaging where reasonably possible.

Where your handling of an item goes beyond what is reasonably necessary to establish its nature, characteristics and functioning, we reserve the right, where permitted by law, to make an appropriate deduction from your refund to reflect any reduction in the value of the goods.

Beds, Bed Frames & Divan Bases

Beds, bed frames and divan bases should not be assembled if you intend to return them following a change of mind.

Assembly can result in fixings being used, marks, impressions or other deterioration which may reduce the value of the product.

Where handling or assembly goes beyond what would reasonably be permitted when examining the goods, an appropriate deduction may be made from the refund where permitted by law.

Mattress Returns & Hygiene

For hygiene and safety reasons, mattresses cannot be returned once they have been slept on.

If you are unsure whether you wish to keep your mattress, please do not sleep on it.

To be eligible for a change-of-mind mattress return, the mattress must:

• Not have been slept on or otherwise used;

• Be clean, unmarked and undamaged;

• Be retained in its original packaging wherever reasonably possible; and

• Be suitably packaged and protected for collection by our nominated courier.

Once a mattress has been slept on, it is considered a used mattress and cannot be resold by Beds on Legs as a new product. We therefore do not accept slept-on mattresses for return under our change-of-mind returns policy.

Simply retaining the original packaging does not make a mattress eligible for return if it has already been slept on or otherwise used.

If you wish to inspect a mattress before deciding whether to keep it, please do so without sleeping on it and take care not to mark, soil or damage it.

This restriction applies to change-of-mind returns only. It does not affect your statutory rights if a mattress is faulty, damaged, incorrect, not as described or otherwise does not conform to your contract.

If you believe there is a fault or that you have received an incorrect mattress, please contact us before using the mattress wherever reasonably possible so that we can investigate the issue promptly.

Standard, Made-to-Order & Bespoke Products

It is important to distinguish between standard products, made-to-order products and bespoke/special-order products.

Standard Products

Standard products are products offered on our website which are supplied from standard stock or which do not fall within our made-to-order or bespoke categories.

Where an eligible standard product is returned following a change of mind, Beds on Legs will arrange collection through our nominated courier.

Our standard return collection charge starts from:

£60 per item

A bed and a mattress are considered separate items.

The collection charge may be higher for certain delivery areas or where specialist collection arrangements are required. Where this applies, we will advise you of the cost before arranging collection.

Made-to-Order Products

Some of our beds, furniture and other products are manufactured after your order has been placed rather than being held as finished stock.

These products may be manufactured using the size, fabric, colour, storage configuration or other standard options selected by you from those offered on the relevant product page.

For the purposes of the Beds on Legs returns policy, we describe these products as made to order.

Made-to-order does not automatically mean bespoke and does not automatically remove your statutory cancellation rights.

Where an eligible made-to-order product is returned following a change of mind, Beds on Legs will arrange collection through our nominated courier.

The return collection charge starts from:

£100 per item

This reflects the different collection and handling arrangements associated with these products.

The collection charge may be higher for certain delivery areas or where specialist collection arrangements are required.

Made-to-order products must also meet the other applicable conditions of our change-of-mind returns policy.

Bespoke & Special-Order Products

Bespoke and special-order products are different from our made-to-order products.

These are products which are made, altered or specifically sourced to your individual requirements and which are not offered as a standard product or standard selectable configuration on our website.

Examples may include:

• Products manufactured to non-standard dimensions at your request;

• A fabric, colour or finish not normally offered for that product;

• A product specifically altered to your individual requirements;

• A specially requested configuration not available through the standard options on our website; or

• A product specifically sourced or manufactured for you which we do not normally offer for sale on our website.

Where goods are made to the consumer's specifications or are clearly personalised within the meaning of applicable consumer legislation, the statutory 14-day change-of-mind cancellation right does not apply.

Where applicable, we will make you aware that an order is being treated as bespoke or special order before accepting the order.

This does not affect your statutory rights where a bespoke or special-order product is faulty, damaged, incorrect, not as described or otherwise fails to conform to the contract.

The Difference Between Made-to-Order and Bespoke

A made-to-order product is not automatically a bespoke product.

For example, if you purchase a bed displayed on our website and select its size, fabric and storage option from the standard choices offered on the product page, the bed may be manufactured after you place your order. We classify this as made to order.

An eligible change-of-mind return may therefore still be accepted, with the applicable made-to-order collection charge.

By contrast, if you ask us to supply, alter or manufacture something specifically for you which falls outside the products or standard options normally offered, it may be classified as bespoke or special order and may be excluded from the statutory change-of-mind cancellation right.

Return Collection Arrangements & Charges

All returns of beds, mattresses, divan bases, headboards and other large furniture items must be arranged through Beds on Legs using our nominated courier.

Please do not arrange your own courier or send large items directly to our warehouse, a manufacturer or any other address without our prior written agreement.

Once a return has been approved, Beds on Legs will arrange collection and advise you of the collection date, packaging requirements and applicable collection charge.

For eligible change-of-mind returns, our collection charges start from:

• Standard products – £60 per item

• Made-to-order products – £100 per item

For example, a bed and a mattress are treated as two separate items.

Collection charges may be higher for certain delivery areas or where specialist collection arrangements are required. We will advise you of the applicable charge before arranging collection.

These charges represent the cost of arranging return transportation through our nominated courier and apply to eligible change-of-mind returns.

Where Beds on Legs is legally responsible for the cost of returning goods because they are established as faulty, damaged, incorrect or otherwise non-conforming, we will arrange collection through our nominated courier at no additional cost to you.

Failed Deliveries & £60 Redelivery Charge

It is the customer's responsibility to ensure that somebody is available to accept delivery on the agreed delivery date.

Unless specifically agreed otherwise, our furniture and mattress deliveries require somebody to be present and cannot be left unattended or in a safe place.

If a delivery has been agreed with you but cannot be completed because:

• Nobody is available at the delivery address;

• The delivery team cannot gain access to the property;

• You refuse delivery without having previously arranged cancellation with us;

• The goods cannot safely be delivered because of access restrictions; or

• Delivery cannot be completed for another reason for which you are responsible,

a £60 redelivery charge will apply if you wish us to arrange another delivery attempt.

The £60 redelivery charge must be paid before the new delivery is arranged.

If you choose to cancel an eligible order instead of arranging redelivery, the applicable change-of-mind return conditions and return transportation costs will apply.

A failed delivery does not automatically cancel your order.

The £60 charge will not apply where the failed delivery is due to an error by Beds on Legs, the manufacturer or the delivery company.

Products That Do Not Fit & Access

It is the customer's responsibility to check the dimensions of the products ordered and ensure there is adequate access to the intended room before ordering.

Please consider:

• External and internal doorways;

• Hallways;

• Staircases;

• Landings;

• Turns and corners;

• Ceiling heights; and

• Any other access restrictions.

Our delivery teams will not attempt to take an item through an area where they reasonably consider there is a risk of injury or damage to the goods or property.

Delivery teams cannot be required to bend, force or manipulate products in a way which could damage them or make delivery unsafe.

Where the correct goods have been supplied but cannot be delivered to the intended room because of insufficient access, this does not make the product faulty.

If the order is subsequently returned or cancelled, the applicable change-of-mind return conditions and collection charges will apply.

If you are concerned about access, please contact us before ordering. We will be happy to provide product dimensions and help you assess whether a particular product is likely to be suitable.

Changing Your Delivery Date

If you need to change your delivery date, please contact us as soon as possible.

Where the goods have not yet entered the delivery network, we will normally be able to arrange an alternative delivery date, subject to availability.

Products can be dispatched to the delivery company several days before the actual delivery date. Once goods have entered the delivery network, it may not always be possible to change or cancel the arranged delivery.

Where a delivery company charges us for a late change or cancellation requested by the customer, a reasonable charge may apply. We will advise you of any applicable charge before making the change.

Preparing Goods for Collection

Goods being returned must be adequately protected for transportation.

Unless we advise otherwise, products should be returned in their original packaging or suitably equivalent protective packaging.

We may ask you to provide photographs or video showing the packaged goods before collection is booked. This helps ensure that the item is suitably protected and can be safely handled by our nominated courier.

If you no longer have suitable packaging, please contact us. Where possible, we can advise regarding suitable packaging or arrange replacement packaging.

A charge for replacement packaging may apply where the return is a change-of-mind return.

Please do not hand goods to any courier other than the courier nominated by Beds on Legs unless we have expressly agreed otherwise in writing.

This does not affect our obligations where goods are being returned because they are faulty, damaged, incorrect or otherwise non-conforming.

Collection Arrangements

Collections are carried out through our nominated courier and normally take place between 7:00am and 9:00pm.

Where available, the courier may provide an estimated collection time window before collection.

You must ensure that:

• Someone is available at the collection address;

• The item is ready for collection;

• The item is safely accessible to the collection team; and

• The goods have been appropriately packaged where packaging is required.

If a collection has been arranged and confirmed but cannot be completed because nobody is available, the goods are inaccessible or the goods have not been suitably prepared for collection, a further £60 failed collection charge will apply before another collection can be arranged.

Refunds for Change-of-Mind Returns

Where you validly exercise your statutory right to cancel, we will refund payments due to you in accordance with applicable consumer legislation.

Where applicable, this includes the cost of our least expensive standard delivery method.

If you selected an enhanced delivery service, such as Saturday delivery or another premium delivery option, we are not required to refund the additional amount paid above the cost of our least expensive standard delivery service.

Where permitted by law, we may withhold the refund until the goods have been collected by our nominated courier and returned to us.

Refunds will normally be made using the same payment method used for the original transaction and within the applicable statutory timescale.

Any lawful deduction made because the value of the goods has been reduced by excessive handling or use will be explained to you.

Where the customer is responsible for the cost of return and Beds on Legs has arranged collection through our nominated courier, the applicable collection charge may be deducted from the refund.

Additional Services

Additional services purchased alongside your goods may include:

• Old mattress removal and recycling;

• Furniture assembly;

• Premium or upgraded delivery services; or

• Other additional services selected when ordering.

These services are considered separately from the goods where appropriate.

Where you request that a service is carried out and that service has already been fully performed, your cancellation and refund rights in relation to that service may differ from your rights in relation to the goods.

For example, once your old mattress has been collected and taken away for recycling or disposal, that service has been performed and cannot physically be reversed.

Any entitlement to a refund for a service will therefore be considered separately in accordance with the circumstances of the order and applicable consumer legislation.

Manufacturer Guarantees & Faults Developing After Delivery

If you believe your product has developed a manufacturing fault, please contact:

sales@bedsonlegs.co.uk

Please provide:

• Your order number;

• A description of the problem;

• Photographs or video of the issue where possible; and

• Any additional information reasonably required to assess the problem.

Where appropriate, we may refer your claim to the manufacturer for technical assessment.

A manufacturer's guarantee or warranty is in addition to your statutory rights and does not replace or reduce your rights against Beds on Legs as the retailer.

Depending upon the circumstances, age of the product and nature of the fault, the appropriate remedy may include repair, replacement, price reduction or refund in accordance with your statutory rights.

Promotional Offers, Discounts & Vouchers

Where an order benefited from a promotional offer, discount, free product or voucher which was conditional upon a minimum spend or purchase of particular goods, returning part of the order may mean that the conditions of the promotion are no longer satisfied.

Where permitted by law, the refund may therefore be recalculated to reflect the price that would have been payable for the goods retained if the promotional conditions had not been met.

Any adjustment will be explained to you.

How to Request a Return or Report a Problem

Please contact:

Beds on Legs Ltd
Email:sales@bedsonlegs.co.uk

Please provide your order number and details of the item you wish to return or the problem you are experiencing.

We will then advise you of the appropriate next steps, including collection through our nominated courier and any applicable collection charges.

Your Statutory Rights

Nothing in this Returns, Cancellations & Refunds Policy is intended to exclude, restrict or replace any rights you have under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or other applicable UK consumer legislation.