Refund policy

Most of our beds are handmade to order in the UK, so we want you to be sure before you buy. If something isn't right, here's exactly what happens and what it costs. Nothing in this policy affects your legal rights.

At a glance

Situation	What you can do	Cost to you
Change your mind before dispatch	Cancel for a full refund	Free
Change your mind after delivery (within 14 days)	Return it for a refund	Collection charge (see below)
Item is faulty or arrives damaged	Repair, replacement or refund	Free
Wrong item delivered	Swap for the right item	Free
Custom-made item (non-standard size or headboard height)	Can't be cancelled once production starts	Unless faulty
Opened mattress	Can't be returned for hygiene reasons	Unless faulty

Collection charges for change-of-mind returns: bed frames £150, ottoman beds £180, unopened mattresses £90, accessories (pouffes, blanket boxes) £50 This is what our courier charges us to collect, and we'll always tell you the exact amount before you confirm.

Cancelling before delivery

You can cancel any standard order for a full refund at any time before it's dispatched. Just email or call us and we'll confirm the cancellation in writing.

• Already dispatched? Please don't refuse the delivery. Accept it and follow the change-of-mind return steps below, or contact us and we'll arrange the cheapest option.
• Custom-made orders (see below) can be cancelled free of charge until production starts. We'll tell you the date production begins when we confirm your order.

Changed your mind after delivery

You have 14 days from the day you receive your order to tell us you want to return it, and a further 14 days to make it available for collection. You don't need to give a reason.

• Collection: we collect returns using our own courier, as most items are too large for standard parcel services. The collection charges in the table above are deducted from your refund.
• Delivery charges: we refund the standard delivery charge you paid. If you chose express delivery, we refund the standard delivery amount only.
• Condition: please handle the item only as you would in a shop to check it. If it has been used, damaged or marked, we may reduce the refund to reflect the loss in value.
• Packaging: original packaging isn't required, but the item must be protected well enough to travel safely. Items that arrive back damaged due to poor packing may have their refund reduced.
• Assembled beds: please dismantle the bed before collection. Our courier can't take assembled furniture.
• Refund amount: you get back the price you paid for the item, minus the collection charge.

Custom-made and non-returnable items

Some items are made specifically to your measurements, so we can't resell them. These can't be cancelled once production starts, or returned for a change of mind:

• Beds or headboards made to a non-standard size
• Headboards made taller than our standard height (45" or above)
• Any item with a custom alteration you've asked us to make

Choosing a colour, fabric or standard size from our product options does not make an item custom-made. Those orders keep the full 14-day right to return.

Mattresses: for hygiene reasons, we can't accept a change-of-mind return on a mattress once its protective wrapping has been removed. Unopened mattresses can be returned as normal.

Please measure first. Taller headboards can be heavy and come in one piece. Before ordering, check they'll fit through your doorways, up your stairs and round any turns. Our team is happy to help you check — just send us your measurements.

None of this affects your rights if an item is faulty.

Faulty, damaged or wrong items

If anything arrives faulty, damaged or not as described, we'll put it right at no cost to you, including any collection.

• Within 30 days of delivery: you can choose a full refund, or a repair or replacement.
• After 30 days (up to 6 months): we'll repair or replace the faulty part or item. If that doesn't fix the problem, you can choose a refund or a price reduction.
• After 6 months: your 3-year Heavenlybeds warranty applies, alongside your legal rights.

We often fix a fault fastest by sending a replacement part, like a headboard, slat or gas strut. We'll offer that first, but within the first 30 days the choice is yours.

Damaged in transit? Please check your boxes on delivery and write "damaged" on the courier's paperwork if anything looks wrong. Then email us photos within 48 hours, so we can get a replacement moving straight away. Reporting later doesn't remove your rights, but it can make things slower to sort out.

Damage to your property during delivery: please note it on the delivery paperwork and contact us. We'll deal with the courier for you.

Late deliveries

Occasionally a delivery is moved because of a breakdown, bad weather or a busy route. When that happens we'll rebook it as quickly as possible and keep you updated. Please keep your old bed until your new one arrives.

If your order hasn't been delivered within 30 days of the delivery date we gave you, you can cancel it for a full refund, including delivery.

Assembly service

• Cancel before delivery day: full refund of the assembly fee.
• Assembly completed: the fee isn't refundable, even if you later return the bed.
• Couldn't go ahead on the day for a reason on your side (for example, the item doesn't fit up the stairs or the room isn't clear): we may keep part of the fee to cover the fitters' time. We'll tell you the amount before you book.

To help on the day, please clear and cover the floor of the room and make sure there's a safe path for the items. Our fitters don't dismantle old beds or take packaging away.

How to return an item

1. Email support@heavenlybeds.co.uk with your order number and the item you're returning. For a fault or damage, include a few photos.
2. We'll reply within 1 working day to confirm the return and any collection charge.
3. We'll book a collection with our courier and send you the date.
4. Once the item is back with us, we'll check it and issue your refund.

When you'll get your money: within 14 days of us receiving the item back. Refunds go to your original payment method. Finance orders are settled with the finance provider, who will close or adjust your agreement. Your bank may take a few more days to show the money.

Contact us

• Email: support@heavenlybeds.co.uk
• Phone: 01924 982964 (Mon–Fri 9am–5pm, Sat 9am–1pm)
• WhatsApp: 07845 098072
• Address: Heavenlybeds, Park House, 920 Bradford Road, Birstall, WF17 9PH

This policy is in addition to your legal rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing in it reduces those rights.