Returns and Refund Policy
Our returns and refund policy only applies to orders placed via The Bed Specilaist website or telephone orders placed with the online sales team on 01935 423596.
Every effort will be made by us to ensure the the items you have purchased from us arrive undamaged, complete and without any defects.
Please be aware that if you accept delivery and sign for any items that are clearly damaged, you may not be able to return the item or claim for any damage/loss. By signing for your delivery, you are thereby accepting the items as “recieved in good order and happy to accept”. Please clearly write on any delivery notes (or refuse the delivery) that the items were damaged, and report this immediately to us by completing the form at the bottom of this page.
On reciept of your order, please take reasonable care of the goods and please attempt to retain the original packaging. In the case of mattresses and divan beds, please inspect the goods through the packaging before opening, as these items cannot be returned after opening for reasons of health and hygiene unless found to be faulty.
If items are faulty on arrival
As an example, if the packaging is intact and you can't see any visible damage before signing for the products and the item then doesn't work, or the damage is not visible until the item/s have been unpacked; you have a maximum of 14 working days to tell us about the fault. You should do this via email or in writing by completing the form at the bottom of the page or within your customer portal. Please note that any defects or faults not reported within this time limit may jeopardize your rights to cancel for a refund.
In the unlikely event of an item not arriving in perfect condition we may offer you an exchange of any faulty part or collection with a full refund via your original payment method within 30 days of reporting the fault and we wont charge you delivery or collection charges for any replacements.
We'll always check the returned items, and if a returned item is found not to be faulty by our warehouse team, we will either return the item to you or deduct the delivery and collection costs from your refund.
If you are not willing to pay our delivery or collection charges (which will vary depending on your postcode and items purchased from us), you may return the goods to us yourself personally (or via a delivery service or your choosing), however the goods will remain your responsibility until they reach us - do get in touch with us for more advice and information.
Items faulty within the guarantee
If any of the items you purchased from us develop a fault and it's more than 14 working days since reciept, then provided your item is within its warranty or guarantee limit, you are entitled to a repair or replacement. (This always varies depending on individual manufacturer's criteria and their guarantee parameters)
To process a claim please email or write to us with your invoice number, detailing the full nature of the problem along with several clear photographs of the defect if possible. Click here for our contact details.
Need to return an item?
If you are not entirely satisfied with the products you have chosen, you may be able to return it for a refund or replacement. Please advise us within 14 days of reciept and we will be more than happy to offer you an exchange or, at our discretion, a refund, provided that the products are returned complete, in perfect condition, unused and intact; sealed completely within the original packaging.
Please fill in and submit the form at the bottom of this page for more information about returning items. You can also submit the request return form in your customer portal. View our Guarantees and Warranties page if you have any further questions.
If you change your mind
If for whatever reason you change your mind or are unhappy with the products you have purchased from our online store, you may be able to cancel by notifying us before the delivery takes place (in writing or by email), or within 14 workings days of taking delivery.
This excludes any items which have been taken out of their original sealed packaging, and also all items which are bespoke cannot be returned either.
You accept bed frames cannot be returned once they have been assembled unless every aspect of the item is re packaged securely with every item in its original packaging and fully secured and photographed prior to collection.
You accept that after taking delivery of any product if you wish to return un-opened and intact furniture, you accept to pay the cost of collection and re stocking of any item of furniture i.e., bed frames, mattresses, divan beds, adjustable beds. This collection fee starts from £120 but will vary depending on your postcode and the cost of this will be confirmed with you prior to you committing to returning any item and will be deducted from your refund by The Bed Specialist. Any agreed refund will then be processed to your original payment method within 5 working days of the item arriving back at The Bed Specialist warehouse and being carefully checked for any damage.
You accept, for reasons of health and hygiene and due to the intimate nature of beds, mattresses, bedding and bed linen, these products cannot be returned for any reason other than a manufacturing fault if they have been unsealed and/or used.
After discussing with a member of The Bed Specialist returns team and putting in writing your request for returning any item, you accept you must not use the goods and must take care of them and keep the original manufacturer's packaging. After that, make them available to The Bed Specialist when they call to collect on a date The Bed Specialist (or their delivery partners) agree with you. In addition, the products must be in the same condition in which you received them which means, for the avoidance of doubt and without limitation, that the product (and cover if applicable) must be in perfect condition and undamaged in any way, and the protective packaging must still be unopened on any mattress supplied to you. You have a legal obligation to take care of the products while they are in your possession.
Our Vispring pledge exchanges are charged at £75.00 as this is the cost of delivery and collection via our local delivery team – these mattresses will only be exchanged if you have visited our store and been advised by our experts.
Linen and bedding orders must be returned to us by you at your own cost and risk. The refund will be made by the same form of payment you originally used for the purchase provided the goods are returned or collected and recieved in the condition that they were delivered to you with 30 days. The refund will be typically processed within 5 working days of the goods arriving back at our warehouse.
If the product returned is not in fully resaleable condition or the original manufacturers packaging is damaged, we reserve the right to refuse you a refund on the item(s). This does not affect your statutory rights.
After submitting your return request, one of our team will be in contact with you to discuss your return options and inform you of the next steps.