Refund policy

 

We want you to be delighted by your British Beds Direct purchase. If you aren’t, we’d like to help. 

Changing your order

You can make any changes within 24 hours of placing your order at no cost. 

Cancelling your order

You may cancel your order at no cost within 24 hours of placing it. If you cancel your order after it has entered production, a cancellation fee of 50% will apply. In this case, you will be refunded 50% of the order amount within 14 days.

Returns after delivery

Please note that goods made to the consumer's specifications or clearly personalised (made with customers own material) CANNOT be cancelled, refunded or exchanged. We will allow an order to be cancelled, but a 50% restocking fee will be charged. This is entirely at our discretion.

The Distance Selling Regulations do not apply to a Product that is made or assembled especially for you ("made to order"). Therefore, once we have accepted an order from you that is for a made to order Product, you do not have the right to cancel it, though we may do so with the incurrence of a 50% restocking fee. This is entirely at our discretion.

Exchanging your mattress

Sometimes it takes a bit of time getting used to a new mattress – the lovely squishy fillings will need a chance to settle too. But if your mattress isn’t as comfortable as you’d like after 40 nights, we’ll exchange it for a new one, as long as you’ve used a mattress protector. 

Find out more about our 40 Night Comfort Guarantee.

Find out more about choosing a mattress.

Faulty products

Usually our products will arrive in tip-top condition. If it’s less than perfect, get in touch with us straight away and we’ll get it sorted.  Please note reports of faults need to be reported within 48 hours. Please ensure to check your order on arrival and report any issues promplty.  Any reports outside of the 48 hour window may not be considered.

Faulty products with customers own fabric

We are happy to accept Customers fabric to go on our furniture. We do so solely on the basis that should something go wrong in manufacture we will endeavour to put it right to the best of our ability. However, we cannot refund the cost of the fabric or cover the cost of the repalcement fabric, should something go wrong. (T&C - 4.17 to 4.19)

Contacting us about refunds and returns 

To cancel your order, make a return, exchange your mattress or let us know about a faulty product, contact the customer service team on hello@britishbedsdirect.co.uk or call 0330 122 5325 between 9.00am-5pm, Monday to Friday.