Refund Policy
Refunds – Online and Telephone Purchases
6.1 Subject to clauses 6.2, 6.3 and 6.4, your order may be cancelled by you notifying us in writing at any point from you placing the order up to the expiry of 14 days starting the day after the goods are delivered (or where goods have been collected by you 14 days starting the day after the goods are collected by you).
6.2 The right to cancel under clause 6.1 does not apply to:
(a) Bespoke Goods, which may only be returned where faulty and as set out in clause 6.9(b) below; or
(b) Goods you have bought either online or by phone which you have previously viewed at one of our stores; or
(c) Any goods which due to the nature of the goods cannot be disassembled once they have been partially assembled or where the goods may be disassembled but to do so would affect the quality of the goods.
6.3 In the event you cancel your order in accordance with clause 6.1 above after the goods have been delivered, unless otherwise directed by us we will arrange for the collection of the goods from you. If we require that you return any goods to us (such as, for example linens, pillows or mattress protectors) then you must return those goods to us within 14 days of the date on which you provided written notification to cancel in accordance with clause 6.1 above. The goods must be appropriately packaged by you and we reserve the right to deduct from the sum a reasonable sum to cover the cost of damage to the goods or any of them due to your failure to appropriately package the returned items.
6.4 The right to return goods in accordance with clause 6.1 of these Terms and Conditions shall only apply to linens, pillows, mattress protectors and duvets if they are returned unused, unopened and in their original packaging.
6.5 We will charge you a collection cost for the goods that we collect from you in accordance with clause 6.2 above. The collection cost will depend on the type of goods to be collected and where the goods are to be collected from and we will notify you of the collection cost following receipt of your written cancellation in accordance with clause 6.1 above. Unless otherwise agreed by us, the collection of any goods to be returned shall be from the address to which the goods were delivered. You shall ensure that either you or a nominated adult (which you shall notify us of if you are not available on the collection date) is at the address where collection is due to take place and that you ensure that access to the goods is clear and free from obstruction. Should there be any requirement to remove doors or windows or carry out any other works or adjustments to enable the goods to be taken from the collection address to our transport that such works or adjustments are completed at your own cost prior to the collection time window provided by us to you. We shall not be obliged to collect the goods if you do not comply with the requirements set out in this clause 6.5. For the purpose of this clause 6.5, “collection time window” shall mean the window of time (a.m. or p.m.) that we inform you during which the collection shall be made.
6.6 If you are asked to return any goods to us then you will be responsible for the cost of returning the goods to us.
6.7 You must take reasonable care of the goods that you are returning to us whilst they remain in your possession before collection. You must return the goods in their original packaging or, where the original packaging is not available, in suitable alternative packaging.
6.8 In the event you do not comply with clauses 6.5 and/or 6.6 and/or 6.7 above we shall be entitled to require that you pay to us all costs that we reasonably incur to cover any wasted journeys or the cost of any goods that have been damaged or lost.
6.9 You may return goods to us in the following circumstances:
(a) because you have cancelled the contract in accordance with clause 6.1 of these Terms and Conditions and in which case provided the goods are returned in accordance with clauses 6.3 and 6.5 (where applicable) We shall provide you with a full refund of the price paid for the goods plus any delivery charges within 14 days of the goods being returned to us. If you have chosen a delivery option, which is not our standard delivery option, then you will only be refunded the standard delivery option charges and not the delivery charges applicable to the delivery option you chose;
(b) if the goods are faulty or for some other reason where you are entitled by law to return the goods. If you consider that the goods are faulty then you must let us know as soon as possible. We will discuss with you the appropriate action to take in respect of the goods, which may include you returning the goods and obtaining a refund from us or us repairing the goods in question. The decision taken with regard to the goods in question will always be in line with our legal requirements and your statutory rights will not be affected. It may be necessary for us to examine the goods that are deemed faulty to determine the issue. If you consider that you have a right to return the goods, such as because they are not fit for purpose or are not provided as sold then please let us know as soon as possible. Again, we will endeavour to find a solution to the issue where we can, though the decision taken with regard to the goods in question will always be in line with our legal requirements and your statutory rights will not be affected. Should a return of the goods and a refund be appropriate we will refund the price of the goods at fault in full, along with any applicable delivery charges and we will not charge you for collecting the goods from you.
6.10 You will also have a right to cancel your order where we are late delivering your goods in accordance with clause 11.8.
Cancellation by The Bed Post
We reserve the right to cancel an order and terminate the contract if:
Any payment due from you is not paid by you or is not authorised;
We are unable to deliver your order because you have given incorrect or insufficient information concerning the place of delivery;
The goods contained in your order were incorrectly described or priced by us in error on the website;
You have not complied with the terms of the contract;
For any other reason set out in these Terms and Conditions;
There is another legitimate or lawful reason for us to do so.
Goods and Services
8.1 The description of the goods and any services to be provided will be as specified within the order.
8.2 You should be aware that in relation to the goods:
(a) All sizes given are approximate;
(b) Mattress, bed frames and bed sizes may vary slightly from their stated dimensions due to manufacturing tolerances;
(c) Comfort grading is for guidance only.
8.3 You are responsible for ensuring that the goods purchased meet your requirements. For example, size, height and comfort.
8.4 Subject to clause 8.2 above, we shall take all reasonable steps to ensure that the goods are fit for the purpose for which they are intended to be used and of satisfactory quality, however we will not be responsible for any defect in the goods which arises from fair wear and tear or which is due to your negligence or the negligence of a third party or which is due to your failure to use the goods in accordance with the manufacturer’s guidance or our guidance, including our guidance as set out in the care guide.
8.5 The provision by us of any services is subject to it being safe and practical for us to provide those services. We reserve the right to refuse to provide any services should we or any third party providing the services on our behalf deem that on arrival at any property where the services are to be performed it is not safe or practical for us to provide them.
8.6 The Bed Post offers a guarantee which is in addition to, and does not affect, your statutory rights in respect of goods.
8.7 We shall take reasonable steps to ensure the goods are appropriately packaged to ensure they are delivered to you in good condition.
8.8 In the event any goods are replaced by us in accordance with these Terms and Conditions, such replacement goods shall be deemed as goods and be subject to these Terms and Conditions.
Descriptions – Products and Services
9.1 Photographs, drawings, illustrations and product descriptions and any other advertising and promotional or informative materials contained on our website, in our catalogues, brochures or available in store are provided for information only and are produced to give you an approximate idea of the goods described.
9.2 All goods other than bespoke goods are made to industry standard sizes. All goods are manufactured within the standard industry measurement tolerances.
9.3 You should note that there may be dye and grain variations to wood and leather products and that the colour of goods is liable to change due to sunlight exposure and the climate in which they are kept. You should ensure that upholstered goods are looked after in accordance with the instructions that we or the manufacturer of the goods may provide.
9.4 Some images on the website may have been digitally created to illustrate the colour options available from our range. These colours may be affected by your monitor and by your printer and therefore may not be 100% accurate to the finished product. Likewise, our catalogues and brochures should be used as a guide to the colour options available. These colours may be affected by the materials used for our catalogues and brochures and the ink used to print the images.
9.5 Due to the nature of manufacturing goods of the type that we sell we may sometimes supply goods with minor differences in specification due to circumstances beyond our reasonable control. Should this be the case we guarantee that such differences will result in the goods being of an equal or improved standard.
9.6 Any times provided by us for completion of any services, whether provided on our website, on the phone, in store or by our staff or agents are provided as an estimate of the time it will take to provide the applicable Service.
Ex-Display Items
10.1 If you have purchased ex-display, clearance or shop soiled items, the price of these items reflects the fact that they may have sustained fair wear and tear and you enter into a contract for such goods with this knowledge. Ex-Display goods may be returned in accordance with Clause 6.1, however otherwise they cannot be returned or refunded unless faulty. In addition, these goods cannot be ‘comfort exchanged’ nor are they covered by our price promise.
10.2 Any defects on ex-display items (that are present at the point of sale) will be drawn to your attention. Accept in accordance with Clause 6.1, it will not be possible to reject the goods, or claim a refund or repair at our expense, in respect of any of these defects.
Price and Payment
11.1 If You have chosen to pay via Finance, you will be required to enter into a separate finance agreement with one of our Finance Providers. This finance agreement is a separate contract to your contract and therefore if you cancel the finance agreement, the order shall remain in effect and you shall be bound by these Terms and Conditions including in respect of payment for the goods. If you cancel the finance agreement you must find an alternative method of payment. You may be charged a deposit by us for goods subject to finance. Please see clause 11.5 in this regard.
11.2 Unless payment is to be made via Finance, we may require you to pay the full value of the order inclusive of VAT and any delivery costs at the time the order is made, dependant on the delivery date. Otherwise, you may be charged a deposit (see clause 11.5) with the balance due prior to delivery, at a date notified to you. In the event you exercise your right to cancel your contract in accordance with clause 6 of these Terms and Conditions (Cancellation by you and returns) Your deposit will be refunded in full.
11.3 The price of the Goods and Services will be the amount set out in the order. Prices are liable to change at any time and we reserve the right to change the price payable by you up until we have provided you with an order confirmation.
11.4 All prices are in pounds sterling and include VAT at the relevant rate at the time of payment. Neither the order or order confirmation is a VAT invoice, but one can be supplied on request. Should the rate of VAT applicable to your goods be changed between the point you place your order and delivery you shall be liable to pay us the difference.
11.5 Where delivery or collection is not scheduled at the point you submit an order, you must pay a minimum deposit of 20% of the price of the goods. The balance of the price must be paid in full before the scheduled date for delivery. Failure to pay the balance will delay your order being delivered and may result in your order being cancelled in accordance with clause 7 of these Terms and Conditions (Cancellation by The Bed Post).
11.6 Subject to you entering into finance and the finance provider paying us the balance due, we will not dispatch your goods for delivery until we have received cleared funds from you for the full amount due.
11.7 Payment may be made by credit or debit card, BACS or by using Apple Pay, or cash, or any other payment method acceptable to us from time to time, unless you are choosing one of our finance options, in which case payment must be made in accordance with the relevant finance documentation.
11.8 If, as a result of Our actions or the actions of our suppliers, we are unable to deliver goods for more than 2 weeks (14 days) beyond the lead-time or delivery date stated in the order, you will be entitled to cancel the order and receive a full refund of all amounts paid unless a new date for delivery can be mutually agreed.
11.9 If, as a result of circumstances beyond our control, we are unable or reasonably believe that we will be unable to complete delivery of the goods, we will be entitled to cancel the order and will provide you with a full refund of all amounts paid, including any sums paid for services that have not been provided and delivery of the goods.
11.10 If, as a result of circumstances beyond our control, we are unable or reasonably believe that we will be unable to complete delivery of the goods, we will be entitled to cancel the order and will provide you with a full refund of all amounts paid, including any sums paid for services that have not been provided and delivery of the goods.
Refunds – In Shop Purchases
6.1 You cannot cancel your order once we have issued you a receipt for your order, except in the circumstances set out in Clause 12.5. Any amendment you wish to make to your order following the issuance of a receipt shall be at our discretion and we reserve the right to charge reasonable administration costs, which may be up to 20% of the cost of the goods and services.
6.2 You may return linens, pillows, mattress protectors and duvets within 14 days of the order if they are returned unused, unopened and in their original packaging.
6.3 You may return goods to us if the goods are faulty or for some other reason where you are entitled by law to return the goods. If you consider that the goods are faulty then you must let us know as soon as possible. We will discuss with you the appropriate action to take in respect of the goods, which may include you returning the goods and obtaining a refund from us or us repairing the goods in question. The decision taken with regard to the goods in question will always be in line with our legal requirements and your statutory rights will not be affected. It may be necessary for us to examine the goods that are deemed faulty to determine the issue. If you consider that you have a right to return the goods, such as because they are not fit for purpose or are not provided as sold then please let us know as soon as possible. Again, we will endeavour to find a solution to the issue where we can, though the decision taken with regard to the goods in question will always be in line with our legal requirements and your statutory rights will not be affected. Should a return of the goods and a refund be appropriate We will refund the price of the goods at fault in full, along with any applicable delivery charges and we will not charge you for collecting the goods from you.
6.4 Unless otherwise agreed by us, the collection of any goods to be returned shall be from the address to which the goods were delivered. You shall ensure that either you or a nominated adult (which you shall notify us of if you are not available on the collection date) is at the address where collection is due to take place and that you ensure that access to the goods is clear and free from obstruction. Should there be any requirement to remove doors or windows or carry out any other works or adjustments to enable the goods to be taken from the collection address to our transport that such works or adjustments are completed at your own cost prior to the collection time window provided by us to you. We shall not be obliged to collect the goods if you do not comply with the requirements set out in this clause 6.4. For the purpose of this clause 6.4, “collection time window” shall mean the window of time (a.m. or p.m.) that we inform you during which the collection shall be made.
6.5 You must take reasonable care of the goods that you are returning to us whilst they remain in your possession before collection. You must return the goods in their original packaging or, where the original packaging is not available, in suitable alternative packaging.
Cancellation by The Bed Post
We reserve the right to cancel an order and terminate the contract if:
Any payment due from you is not paid by you or is not authorised;
We are unable to deliver your order because you have given incorrect or insufficient information concerning the place of delivery;
You do not collect the goods in accordance with clause 12.12;
The goods contained in your order were incorrectly described or priced by us in error at our Store;
You have not complied with the terms of the contract;
For any other reason set out in these Terms and Conditions;
There is another legitimate or lawful reason for us to do so.
Goods and Services
8.1 The description of the goods and any services to be provided will be as specified within the order.
8.2 You should be aware that in relation to the goods:
(a) All sizes given are approximate;
(b) Mattress, bed frames and bed sizes may vary slightly from their stated dimensions due to manufacturing tolerances;
(c) Comfort grading is for guidance only.
8.3 You are responsible for ensuring that the goods purchased meet your requirements. for example, size, height and comfort.
8.4 Subject to clause 8.2 above, we shall take all reasonable steps to ensure that the goods are fit for the purpose for which they are intended to be used and of satisfactory quality, however we will not be responsible for any defect in the goods which arises from fair wear and tear or which is due to your negligence or the negligence of a third party or which is due to your failure to use the goods in accordance with the manufacturer’s guidance or our guidance.
8.5 The provision by us of any services is subject to it being safe and practical for us to provide those services. We reserve the right to refuse to provide any services should we or any third party providing the services on our behalf deem that on arrival at any property where the services are to be performed it is not safe or practical for us to provide them.
8.6 The Bed Post offers a guarantee which is in addition to, and does not affect, your statutory rights in respect of goods.
8.7 We shall take reasonable steps to ensure the goods are appropriately packaged to ensure they are delivered to you in good condition.
8.8 In the event any goods are replaced by us in accordance with these Terms and Conditions, such replacement goods shall be deemed as goods and be subject to these Terms and Conditions.
