Return & Refund Policy
We understand that from time to time you may wish to return a product to us. We have created this 30 day returns policy to enable you to return products to us in appropriate circumstances
If you are unhappy with an item purchased with us or have a change of mind we will happily collect the item and offer you a full refund. Please read the following Terms and Conditions of returns.
Terms and Conditions of Returns
All bedframes come with a return charge of £150.00. Any ottoman beds returned come with a fee of £180.00. This charge is non-negotiable as it is a fee we pay to the national courier we use. Assembly is non refundable, even if the service is declined on the day.
- Please note if the item is faulty, we will replace the relevant part only. You cannot reject a replacement part.
- Assembly fees are not refunded if you have received the service. Packaging is not taken away on assembly, the customer is responsible for disposal of this.
- Damages in transit are not grounds for returns, any items damaged in transit will be replaced. This must however be reported to us within 24 hours of taking delivery.
- Failure of an assembly is not eligibility to return, we have a specialist team we can send out to complete your assembly at a cost of £99.99.
- Where you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us where:
(a) We receive the returned product within 28 days following the date of delivery of the product;
(b) The returned product is unused, in its original packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new.
- Any accessories will incur a 50% return charge, i.e pouffes, ottoman boxes etc
- Any headboard selected 45" or more is non returnable, we urge all customers to measure any stairs they have to ensure the higher headboard will fit.
- Ambassador beds are non returnable.
- Opened mattresses are non returnable for hygiene reasons.
How to return a product
In order to take advantage of your rights under this returns policy, you must: Contact us first, as returns can only be accepted if you have notified us i.e. email, phone
Email: support@heavenlybeds.co.uk
What is Excluded?
The following kinds of products may not be returned under this policy:
(a) Products that have been altered you i.e a higher headboard of 45" or more has been selected before adding to cart.
(b) Products that have cosmetic damage by you or items sent back with no packaging causing damage in transit.
(c) Collection of goods will be using our courier only. You cannot use a courier of your choice.
- Please note this is excluded on bedframes where if the item is not faulty and or damaged will automatically incur a £150.00 return collection as standard and if this is a ottoman bed the charge is £180.00 and for mattresses, the charge is £90.00. Please note no return on ambassador, luxury or accessory collection including headboards that have been made above the standard size of 45".
Refunding You
We will give you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy i.e. fully resell able; the original delivery charges and excluding the costs of returning the product to us.
- Bed frames where if the item is not faulty, damaged and will automatically incur a £150.00 return charge as standard i.e. change of mind. Please note no return on ambassador, luxury or accessory collection including beds that have been made to bespoke sizes i.e higher headboard.
Cancelling an Order
Any order that is cancelled after 48hrs will incur a cancellation charge of £90 for a bed frame and £120.00 for an ottoman bed. Higher headboards, ambassador beds, split headboards and accessories cannot be cancelled after 48hrs. If you do cancel a full charge will apply, which again is non negotiable.
A missed delivery does not give grounds for a return, the re-delivery charge must be paid in full.
A late delivery whether this be out of the delivery window on the day or out of the 10-14 days will not be eligible for a return as sometimes this cannot be prevented i.e van breakdown/ weather conditions.
We have tried as a company to make the returns process as easy and fair as possible. Due to 90% of our goods being made to order a return of an item pretty much means an instant loss for us as we dont stock a majority of beds as the bespoke options we allow customers to select before adding items to a basket means we have 1000s of combinations available.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@heavenlybeds.co.uk. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@heavenlybeds.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@heavenlybeds.co.uk.