Returns & Refunds

A clear guide to changing your mind, returning furniture and getting help if something is wrong. This policy applies to UK consumer purchases from LoveMyBedss & Sofas.

Changing Your Mind

For eligible online, telephone and other distance orders, you can cancel from the time you order until 14 days after the day you, or your nominated recipient, receive the goods. Where one order arrives in separate goods or parts, the period normally runs from receipt of the last delivery.

Please send cancellation requests to customerservice@lovemybedss.co.uk so there is a written record of your request.

Unless we have offered to collect, send the goods back without undue delay and within 14 days after telling us you are cancelling. If we are collecting, keep the goods safely available and cooperate with the collection arrangements.

Any longer cancellation period required by law where information was missing still applies. Applicable legal extensions where a deadline falls on a weekend or bank holiday also apply. Any statutory cancellation rights for purchases made away from our business premises remain unaffected.

Showroom, Clearance and Ex-Display Purchases

Purchases made in person at our showroom have no automatic change-of-mind return right. Any additional return or exchange offer agreed in writing applies separately.

Clearance and ex-display items retain their statutory rights. When assessing quality, the item's age, price, description and any specific defects clearly disclosed before purchase are relevant. A disclosed defect does not remove your rights concerning a different, undisclosed fault.

Furniture Condition and Packaging

For a full change-of-mind refund, keep your furniture unused apart from the handling needed to inspect it as you reasonably would in a shop. Keep it clean, dry and free from stains, smoke, pet damage and odours. Return all supplied cushions, feet, controls, fittings and accessories belonging to the item.

Keep the original protective packaging where possible. If it is unavailable, use suitable strong replacement packaging that protects upholstery, corners and moving parts during transport. Never tape directly onto upholstery. Ask us about safe packing or dismantling before moving heavy or powered furniture.

Opening or discarding packaging does not automatically remove cancellation rights. Handling beyond a reasonable inspection may lead to a lawful deduction for the actual reduction in value. This may include use, damage or missing components where they reduce the item's value.

We will explain any deduction and the supporting evidence. Assembly or missing packaging alone does not justify refusing statutory rights or imposing a blanket restocking fee. No deduction for diminished value applies where the law prevents it, including where we failed to provide the required cancellation information.

These change-of-mind conditions do not make unused condition or original packaging a requirement for a valid faulty-goods claim.

Made-to-Order Beds and Custom-Size Sofas

All our beds are made to order. We do not offer an additional voluntary change-of-mind return or exchange service for beds or sofas made in custom sizes.

Where a bed or sofa is made to your individual specifications or clearly personalised and qualifies for the statutory bespoke-goods exception, it is not eligible for change-of-mind cancellation or return. We will explain any applicable exclusion before you order.

Colour, Size and Access

For these qualifying bespoke orders, we do not accept change-of-mind returns because:

• You no longer like the colour or fabric you selected.
• You selected the wrong size or supplied incorrect measurements.
• The item does not fit your room or cannot pass through your property's access route.

This applies only where we have supplied the item as agreed and have not given incorrect advice about its suitability. Please check the full external dimensions, selected colour and fabric, and delivery access before ordering. Ask us if any measurement or specification is unclear.

Changes and Cancellations

Email customerservice@lovemybedss.co.uk promptly if you wish to change or cancel an order. Where no statutory cancellation right applies, changes or cancellation require our agreement and cannot be guaranteed. If cancellation is agreed, any retained amount will reflect fair, evidenced losses after costs saved and reasonable steps to reduce the loss, including resale where possible. We will explain the calculation.

Your Statutory Rights

Being made to order, or choosing from standard listed sizes, fabrics or colours, does not by itself remove statutory cancellation rights. Where the bespoke-goods exception does not apply, the eligible distance-order cancellation rights in this policy remain available.

This exclusion does not affect your rights if goods are faulty, damaged, misdescribed or do not match the agreed order or sample, including where we supply the wrong size, colour or fabric.

Collection and Return Costs

For a valid change-of-mind return, you pay direct transport costs only where that responsibility and the applicable cost were disclosed before purchase.

Our standard collection charge is £99 for areas with no delivery surcharge. We confirm collection arrangements with you. You may instead arrange suitable transport yourself.

We do not add an undisclosed surcharge retrospectively. Where the law makes us responsible, including qualifying faulty-goods returns, we arrange or cover reasonable return costs. Contact us before booking your own collection so we can avoid unnecessary expense.

Keep the goods safely available and tell us about stairs, restrictions or dismantling needs. Please contact us for the appropriate return address before sending large furniture. Our registered office is a correspondence address, not an unattended furniture drop-off point. Collection or address arrangements will not be used to obstruct your statutory return rights.

Faulty, Damaged or Incorrect Goods

Contact customerservice@lovemybedss.co.uk with your order number and a description. Photographs or video can help; we will discuss alternatives if these are not practical. An order confirmation, bank record or other reasonable proof of purchase is acceptable. Stop using an item that appears unsafe.

Goods must be of satisfactory quality, fit for purpose and as described. We may arrange a reasonable inspection to establish the cause of a problem. This will not be used to delay or restrict a remedy you are legally entitled to.

Reporting damage & assessing faults

Report delivery damage promptly to help us investigate. Signing for delivery, reporting after 24 hours or missing packaging does not remove statutory rights.

Damage caused by misuse, accidents, unsuitable cleaning or customer modifications, and fair wear and tear, are not manufacturing faults. We assess the cause fairly; an unrelated underlying fault remains covered by your statutory rights. Premature failure is not automatically treated as normal wear.

Mattresses and Hygiene

Inspect a mattress carefully and protect it from dirt and damage. Do not sleep on a mattress you intend to return for a change of mind.
Once a mattress has been opened from its hygiene sealed bag it is no longer eligible for return.

How Refunds Work

What is refunded

A statutory cancellation refund includes the amount paid for the returned goods, including any deposit paid towards them. Original delivery charges / surcharges & assembly costs are not refunded. 

We do not impose an administration or restocking charge for exercising a statutory cancellation right. Any lawful deduction or separately payable return or service charge will be explained.

When we have offered to collect

We refund without undue delay and within 14 days after being informed of your cancellation. We cannot extend that deadline simply because our collection has not taken place.

When you are returning the goods

Unless we have offered to collect, we may wait until we receive the goods or evidence that you have sent them back, whichever happens first. We then refund without undue delay and within 14 days of that earlier event. If no goods were supplied, the deadline runs from notification of cancellation.

Refunds for faulty goods

For qualifying faulty-goods rejection, we refund without undue delay and within 14 days of agreeing that you are entitled to a refund.

Refunds use the original payment method unless expressly agreed otherwise, without a refund fee. We will not require you to accept store credit instead of a statutory refund. Where a finance or instalment provider is involved, we will coordinate the refund and any required account adjustment with them.

Guarantees and Complaints

Any voluntary guarantee adds to your statutory rights. Those rights may continue after a guarantee expires.

If you disagree with our assessment, contact customer service and ask for a manager's review. We will consider the evidence and explain our decision. Nothing in this policy prevents you from using a lawful payment-provider dispute process, seeking independent advice or pursuing any legal remedy available to you.

Cancellation Requests by Email

Please email customerservice@lovemybedss.co.uk with the subject Cancellation Request.

Include your name, order number and the goods you wish to cancel so we can identify your order. Keep a copy of your email.

It is sufficient to send your clear cancellation notice before the cancellation period expires; you do not have to wait for our reply. The suggested subject line and order details help us process your request but are not conditions of a valid statutory cancellation.

Business Details

LoveMyBedss & Sofas is a trading name of COMFYY BEDS & SOFA LTD, registered in England and Wales, company number 15003905.

Registered office: Unit 2 Providence Walk, Rouse Mill, Batley, West Yorkshire, WF17 5QB, United Kingdom.

These terms do not reduce statutory consumer rights or promises made when you ordered.

Last updated: 24 September 2026.