Returns
We pay close attention to detail and devote the extra time and effort necessary to ensure that you are completely satisfied with your order; nonetheless, we know that an unexpected circumstance may arise from time to time and if so make sure that you contact Luxury Bed Online via email within 24 hours of delivery.
We will endeavour to swiftly rectify any issues and arrange a replacement as soon as possible.
We may ask for you to send us photos or videos of any areas of damage or imperfection in order to offer you a suitable course of action.
You will not be charged for the delivery of a new part if the product we delivered is faulty or incorrect.
For hygiene purposes, we are unable to accept back any mattresses that have been removed from the original packaging. Please check you have received the correct mattress size and style prior to removing the packaging as once the packaging has been removed, we cannot accept a return for hygiene purposes.
Refunds
Each bed is considered a specialist, made to order item. Once the 24 hour reporting/cancellation period has been exceeded a restocking fee will be deducted from your processed refund with no exceptions. Please see information relating to cooling off period below.
All our beds are handmade in UK, hence please allow slight variation in the measurements given.
All our Photos are taken in studio environment, due to the nature of the furniture and some fabrics may appear slightly different in person
Should you change your mind about your purchase we have a 14-day cooling-off period in which you can cancel your order, we will need written communication (Email or letter) from yourself ‘customer’ within this time period in order to cancel.
Any custom-sized beds are non-returnable and non-refundable this includes a custom size headboard, a custom size footboard or custom size side rails.
In line with our returns policy, your item(s) needs to be:
Unused
- In its original packaging (with the tags)
- In a resaleable condition
- With its proof of purchase
- You’ll also need to return any free items that came with the product.
Once the 14 days cooling-off period has been exceeded you will not be able to cancel your order or return your bed.
If the product is being returned because the customer has ordered the incorrect size and in the case of a product not being faulty will be refunded within 14 working days after we receive your return. We will refund 60% of your purchase price, excluding our collection and restocking charge of £150 per order. to cover the admin, collection and restocking process.
Orders that have not been delivered will be refunded within 14 days of notification. We will refund the purchase price, excluding our administration fee of 30% per order if the order is not cancelled within 24 hours.
If delivery is booked and thereafter cancelled, we will attempt a re-delivery at your request for a charge of £90.00
If you are returning an order via your own courier. Customers are advised to obtain and complete a ‘certificate of postage’ form stamped by the Royal Mail or Any other courier company before returning the bed. Responsibility of the goods remains that of the customer until safely received by Luxury Bed Online Ltd. accepts no liability for goods lost in transit back to our warehouse.
Any items returned without adequate packaging which leads to damage during the return will incur a cost equating to the extent of damage caused.
For security reasons, you will be refunded on the card or payment method that you used to place your order