1. Overview
At The Bed Guys, we specialise in handcrafted, made-to-order beds and mattresses, produced to the highest standards. We stand behind the quality of our products and aim to resolve any issues with fairness and efficiency.
2. Guarantee Coverage
- 10-Year Framework Guarantee
All bed frames include a 10-year structural guarantee. This covers faults or failures in the framework due to defective materials or poor workmanship under normal domestic use.
- 5-Year Product Guarantee
All beds and mattresses are covered by a 5-year guarantee from the date of delivery. This includes faulty springs or internal components, material or stitching defects, structural integrity of divan or ottoman mechanisms, and manufacturing-related fabric issues. Clearance or ex-display items are not covered.
3. Warranty Conditions
- Automatically registered to the original purchaser using the order details.
- Non-transferable.
- Customers must inform us of contact detail changes.
- Allow us to inspect and, if needed, arrange an engineer visit.
- If a repair is not possible, we will offer to match or replace components or issue a credit note to the original value.
- Credit notes will be added to your account and may be used at a later date toward an alternative product by paying the difference.
4. Fault Resolution Procedure
To report a fault, please contact us with your order number, issue description, and relevant photos or video.
We will assess the fault and offer a repair, replacement, or credit note. Engineer visits will be arranged if needed.
Note: If an exchange or replacement is required, shipping charges may not be included. Where possible, we will cover or contribute to these costs. This is not guaranteed and will be assessed on a case-by-case basis.
5. Exclusions - What is Not Covered
- Misuse or neglect, including excessive force.
- Commercial use.
- Soiling, staining, or inadequate care.
- Accidental damage such as rips, burns, spills, or pet damage.
- Bending or folding of mattresses.
- Unauthorised repairs or modifications.
6. Legal Rights
Please note: As all our items are handmade to order, they are considered bespoke products under UK consumer law. Consumer rights may differ from those for standard, ready-made items.
7. Contact Information
Customer Care Team
The Bed Guys
Email: support@thebedguys.co.uk
Tel: 0203 355 5461
We aim to respond to all warranty-related enquiries within 2-3 working days.