Returns and Cancellations
Sometimes, it’s just not the right product for you. If you’ve changed your mind or the product you ordered just isn’t suitable, we’ll gladly help you find a solution. If you have changed your mind on custom-order bed we can accept a 'change of heart' return but we will are entitled to keep up to 60% of the original purchase value, and you must cover a £30 collection fee. It is paramount you are sure you want a custom-order bed before you order. With custom order beds a standard delivery window is provided of 3 weeks. These can be longer and are not subject to be cancelled due to longer wait times - they are custom-made and once the order is placed it is final, up to a wait time of 12 weeks, after which you are entitled to a 'change of heart' refund.
For faulty products, we will firstly attempt to repair or replace the faulty component in order to minimise customer inconvenience. In the case a faulty or damaged product cannot be repaired, a replacement will be arranged within up to 6 weeks, oftentimes quicker but this is product dependant and sometimes subject to longer wait times. If, however, you don't want to wait these are subject to our 'change of heart' refund policy. Returns are made in accordance with manufacturer guidelines and warranty information. Please note, it is the responsibility of the customer to inspect all products upon delivery - they should be checked for damage and defects and you must then inform the shop. Any faults or damage must be reported within 48 Hours of delivery via email, with photographic evidence provided. Unfortunately, we cannot accept returns of damaged goods after this 48 hour period, except in exceptional circumstances. Please see our 60 Night Comfort Guarantee for details on mattress returns.
For returns requested for custom order products that are unsuitable due to customer error, or the customer has changed their mind, we reserve the right to retain up to 50% of the value of the returned goods. Customer error refers to scenarios where a product becomes unsuitable due to issues such as, but not limited to: colour mismatch, measurement error the product is unfit/unsuitable for use. In the case of a returns request being submitted for custom order products, or goods where the customer has changed their mind, a collection/redelivery fee will be incurred as well as up to 50% of the value of the product. Please note that products purchased unseen such as online are exempt from the above. Our returns policy does not extend to clearance products as such these cannot be returned. Unfortunately, we are unable to offer returns on mattresses unless faulty or mis-sold due to sanitary concerns.
Had a change of heart after placing your order?
Whatever the reason, you can cancel your order at any time prior to delivery with no charges, providing the product has not entered production. After this period you will be liable for up to 50% of total costs. This excludes custom-made items.
Once we’ve confirmed that we've received your cancellation, you'll receive a full refund to the original payment method used to pay for the order. Refunds made to a credit or debit card or via PayPal may not show in your account straightaway due to the clearing time required by banks to process the refund. Typically, this can take up to ten working days, but varies depending on the bank. Please contact your card issuer or bank directly with any queries. Once we have issued the refund we have no control over this matter.
Please note, we do not accept the following returns:
Mattress protectors, divan beds or pillows unless they are unopened, unused and still in their original packaging.
Mattresses or divans that have been used without a mattress protector.
These conditions do not apply to bespoke items* ordered from us. If your order includes a bespoke item, this will be indicated to you at the time of purchase.
* Bespoke items are those that are custom made or personalised in any way. This means they are bespoke to the individual and therefore cannot be resold.
Reporting a damage problem
Once your order has been unwrapped in your home and there are signs of transit damage, a member of our delivery team will liaise with you to sort out the problem whenever possible.
How the process works
If the furniture is usable, despite the damage, we're happy for you to go ahead and use it.
Our delivery team will then complete an incident report form to record the problem and ask you to sign it. They may also take photographs to accompany the paperwork
One of our technicians will contact you and arrange to visit and repair the problem to manufacturing standards, generally within seven days. If he or she cannot resolve the matter on the first visit and parts are required, we will try to source them as quickly as possible.
In the event that a repair cannot be made, we will replace the furniture, or give you a full refund should we be unable to replace. Goods that are deemed faulty revert to the ownership of Your Home Centre Ltd, and must be in our possession before any money is refunded.
Please note: refunds are limited to the original purchase price paid for the unsatisfactory merchandise.