Refund policy
Return & Refund Policy
We hope you are delighted with your purchase from Bedtime Bed Centre. If you have any questions or concerns about your order, please contact us and we will be happy to help.
Online Orders – Change of Mind
If you purchase an eligible item online, you have the right to cancel your order within 14 days of receiving your goods. You must notify us within this 14-day period that you wish to cancel. Once notified, the goods must be returned to us within a further 14 days. Returned items must be kept in good condition; you may be responsible for any reduction in value caused by handling beyond what is reasonably necessary to inspect the goods. Please contact us before returning any item so we can arrange or advise on the return.
Mattresses & Hygiene-Sensitive Products
Certain products may be sealed for hygiene or health-protection reasons. Where a product is supplied sealed and the seal is broken after delivery, your right to cancel may not apply where the law permits this exemption.
Mattresses, Pillows & Comfort Preference
Mattresses and pillows are personal comfort products. Once used, we cannot offer an exchange or refund simply because you find the product uncomfortable, too firm, too soft, or otherwise not to your preference. A change in personal circumstances — for example, developing back, neck, or joint discomfort — does not mean the product is faulty. Please take care when selecting the firmness and type of mattress or pillow that is right for you. Our team is always happy to offer guidance before purchase, but comfort is subjective and cannot be guaranteed.
This does not affect your statutory rights if the product is faulty, damaged, not as described, or otherwise fails to meet the requirements of consumer law.
Made-to-Order & Personalised Products
Products made to your specification or that are clearly personalised may be exempt from statutory right to cancel. Where this applies, we will make this clear before purchase.
Faulty, Damaged or Incorrect Goods
Please inspect your order upon delivery and contact us as soon as possible if an item is damaged, faulty, or incorrect. Nothing in this policy affects your statutory rights. Goods must be as described, fit for purpose, and of satisfactory quality. Where goods are faulty, you may have rights to a repair, replacement, or refund under the Consumer Rights Act 2015.
Measurements & Access
Customers are responsible for checking that products will fit into their property and through doorways, staircases, and other access points before delivery. If an item cannot be delivered due to insufficient access, this does not mean the product is faulty. Any redelivery or return costs may be chargeable where permitted by law.
Returning Large Items
Where you are responsible for the cost of returning an unwanted item, you will need to pay the resonable cost of return or collection. Because beds, mattresses and furniture cannot normally be returned by standard post, please contact us before arranging a return. We will advise you of the likely collection or return cost before arrangements are made.
Refunds
Once we have received and inspected an eligible return, we will process any refund due to the original payment method. Where an online order has been cancelled in accordance with your statutory cancellation rights, we will also refund the cost of our least expensive standard delivery option. Any additional amount paid for delivery service is not refundable.
Refunds will normally be made within 14 days of receiving the returned goods. Your bank or card provider may take additional time to process the refund.
To discuss a return, cancellation, or problem with an order, please contact Bedtime Bed Centre at vicki@bedtimebedcentre.co.uk
