1. Returns & Cancellations
Changed your mind? You can request a return within 14 days if:
- The item is unused and in its original packaging
- You've received authorisation and a return reference
- You arrange and pay for return delivery (even if original delivery was free)
Custom-Made Orders:
- A restocking surcharge applies for change-of-mind returns
- We'll always offer to repair or replace any issues
- Declining a resolution doesn't remove return-related charges
2. Store Credit Policy
- If your return is approved, we'll issue store credit
- This credit can be used later or toward an upgraded product
- Delivery and admin fees are non-refundable
3. Exchanges
Need a different size, colour, or model?
- Exchanges are subject to the same terms as returns
- Charges may apply, but we'll keep them fair
- Products must be unused and in original packaging
4. Items That Can't Be Returned
- Custom or personalised beds and mattresses
- Used or assembled products
- Items not in original packaging
- Clearance, discounted, or ex-display items
- Gift cards
5. Delivery Limitations & Responsibility
- Delivery upgrades must be arranged with The Bed Guys
- Missed appointments or access restrictions may delay your order
- Redelivery fees may apply for failed delivery attempts
6. Remote Areas & Surcharges
Some areas may have limited services or extra lead times. Where possible, we may cover or
contribute to shipping costs for exchanges or replacements. This will be reviewed case by case.
7. Need Assistance?
We're here for you:
Email: support@thebedguys.co.uk
WhatsApp Live Chat: 24/7, 365 days a year
Customer Hours: Monday-Friday, 9am-5pm