FAQs
Warranty and Claims
What is covered under the warranty for my bed frame?
The warranty on our bed frames extends up to 2 years from the date of purchase and covers any malfunctions due to defects in material or workmanship. If such an issue arises, we will replace the affected parts at no extra charge, demonstrating our commitment to your satisfaction over time.
Are there any exclusions to the warranty?
Yes, the warranty does not cover damage from regular wear and tear, misuse, or improper assembly. It is also bound by specific terms and conditions that we encourage you to review thoroughly. This helps ensure you are well-informed about what to expect from our warranty service.
How do I provide proof of damage for warranty claims?
For any claims under the warranty, we require photographic or video evidence of the damage which you believe is due to manufacturing faults. Upon approval, we will arrange for a courier to both deliver the replacement part and collect the damaged part at no additional cost.
Returns and Cancellations
What should I do if I receive damaged goods or if an item is missing?
Please inspect your goods immediately upon delivery. If you find any signs of damage or if an item is missing, report it within 48 hours by emailing us. Be sure to check the packaging and the items before accepting them.
Can I cancel my order after placing it?
You can cancel your order within a 14-day cooling-off period. Please notify us in writing via email or letter within this period. Note that custom-sized beds are not eligible for returns or refunds.
What are the conditions for returning an item?
Returned items must be unused, in their original packaging, and in a condition suitable for resale. Returns must include proof of purchase and be completed within the cooling-off period. Remember, once the item is used or assembled, it cannot be returned.
What charges apply if I return a product for reasons other than defects?
If the return is due to incorrect sizing chosen by the customer and the product is not faulty, a fee of £175 will be charged. This covers administration, delivery, and refund processes.
Discount Codes and Promotions
Can I use multiple discount codes on a single order?
No, only one discount code can be used per order. Attempts to use multiple codes will result in the cancellation and refund of your order.
Delivery Information
Are delivery costs refundable?
Delivery costs are non-refundable. We strive to meet delivery preferences, but cannot guarantee these requests. Please communicate any specific delivery instructions or restrictions at the time of your order.
What happens if there's an issue with delivery?
We are not responsible for any damages to property caused by the delivery team. If a delivery fails due to access issues not previously communicated, a redelivery charge of £60.00 may apply. Notify us within 1 hour of the dispatch notice if you cannot accept delivery as scheduled to avoid additional charges.