At LoveMyBedss, we are committed to providing high-quality furniture and excellent customer service. This policy explains your rights regarding cancellations, returns, exchanges and refunds when purchasing from us.
This policy operates alongside your statutory rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.
Bespoke & Made-to-Order Furniture
Many of our products are handmade to order or manufactured to your chosen specifications.
These include (but are not limited to):
- Upholstered bed frames
- Divan beds
- Made-to-measure beds
- Custom fabric or colour selections
- Special order sofas
Because these products are made specifically to your requirements, they are exempt from the standard 14-day cancellation rights under the Consumer Contracts Regulations 2013.
Once production has commenced, orders cannot be cancelled, returned or refunded unless the item is faulty.
Returns will not be accepted for:
- Incorrect size selection
- Colour or fabric choice
- Personal preference
- Custom specifications or measurements
Customers are strongly advised to order fabric samples prior to purchase where available.
Cooling-Off Period
Orders may be cancelled within 48 hours of purchase, provided production has not started.
If cancellation is requested after this period but before dispatch, a cancellation charge of up to 35% of the total order value may apply to cover materials, production preparation and administration costs.
Damaged or Faulty Items
All items must be inspected upon delivery.
If you believe your item has arrived damaged or faulty:
- Notify us within 24 hours of delivery
- Email customerservice@lovemybedss.co.uk
- Provide photographs showing the issue
Claims submitted outside this timeframe may not be accepted.
Where a manufacturing fault is confirmed, LoveMyBedss reserves the right to repair or replace the item before offering a refund, in line with UK consumer law.
Mattress Hygiene Policy
For hygiene and safety reasons, mattresses cannot be returned once the sealed packaging has been opened, unless a manufacturing defect is confirmed.
We strongly recommend using a mattress protector from first use.
Change of Mind Returns
Due to the bespoke nature of most of our furniture, change-of-mind returns are generally not accepted.
Where returns are accepted for stocked items:
- A £75 collection fee will apply
- The item must be unused and in original packaging
- The item must be in resalable condition
Original delivery charges are non-refundable.
If returned goods are received damaged or in an unreasonable condition, we reserve the right to deduct up to 75% of the order value to cover damages or refuse the return entirely.
Acceptance of Delivery
By signing for delivery, customers confirm the goods have been received in satisfactory condition unless damage is reported within the inspection period.
Failure to report issues within 24 hours of delivery may result in claims being declined.
Assembly & Packaging
If assembly services were provided, items must be fully dismantled and repackaged before collection.
Returns cannot be collected unless the item is properly packaged.
If replacement packaging is required, this may incur an additional charge.
Refund Processing
Once returned goods are inspected and approved, refunds will be issued using the original payment method.
Please allow up to 5 working days for funds to appear in your account after processing.
Contact Us
If you have any questions regarding your order or this policy, please contact: customerservice@lovemybedss.co.uk
