Returns & Exchanges

Everything you need to know about returning or exchanging items.

What is your returns policy?

You may return items within 7 days of delivery for a full refund or exchange if the product is unused, in ‘as-new’ condition, complete with all parts and original packaging. Some exclusions apply.

How do I return an order?

Please get in touch with us first to receive return authorisation and a Return Form. Once approved, pack your item securely - ideally in the original packaging or something protective - and either drop it off at our showroom or send it back via a reg

Can I return for a change of mind?

Yes, within 7 days of receiving your order, if the item meets the full refund conditions (unused, complete, original packaging). See our full Change of Mind policy here Warranty & Returns.

Can I exchange instead of return?

Yes, exchanges are available within the 7-day change of mind period. Please contact us to arrange this.

How long do I have to return an item?

Returns must be made within 7 days of delivery.

Can I drop off a return at the showroom?

Returns must be pre-authorised. Please contact us before bringing anything to the showroom so we can confirm if we can accept it in person.

What return costs apply (especially with free shipping)?

Return shipping is paid by the customer unless the item is faulty or incorrectly described. Restocking fees apply for damaged packaging or assembled items as per policy.

Can I return showroom clearance, seconds, or part of a bundle?

No. Products sold in warehouse clearance, floor model clearance, or seconds cannot be returned, exchanged or refunded.

Can I return if I’ve used the product or lost the packaging?

No. Used, assembled, altered, or incomplete products, or items missing original packaging, are not accepted for return.

Can I return to your head office or via my own courier?

Returns must be authorised and sent with registered track and trace. We do not accept unauthorised returns or returns without proper packaging.

Will I receive a refund?

Refunds are issued if the product passes inspection and meets return conditions. Restocking fees apply in some cases:20% for slightly damaged packaging50% for assembled or no original packagingNo refund for used, altered, or incomplete items.

How long does it take to process a refund once approved?

Once your refund is approved, please email us the tracking number and provide your bank account details (you must contact us before returning any products). Allow up to 7 working days for your parcel to reach us, plus another 5 working days for the r

How do I check if a product is returnable?

Contact us before returning to confirm eligibility. Certain products like bedding and clearance stock have strict or no return options.

What warranty do you offer?

All products have a 12-month manufacturer’s warranty against defects, excluding wear and damage from misuse or improper care.

What if my product arrives damaged?

Check delivery packaging before accepting. Report damage within 12 hours by email. We will provide a Damage Form for you to complete.

What if my product develops a fault within warranty?

Within warranty minor faults will be repaired or replaced where possible. Serious faults entitle you to a replacement or full refund, or compensation if you keep the item.

Can I cancel my order?

Standard orders can be cancelled before shipping at no cost. Once shipped, cancellations are treated as change of mind returns. Custom orders cannot be cancelled after processing.

Are there any products you don’t accept returns on?

Yes, due to hygiene, we do not accept returns or exchanges on quilts, pillows, mattress protectors, pet beds, mattresses, and similar items unless faulty.

What happens if I return a product with damaged packaging after the 7-day window?

You may receive an 80% refund to cover restocking costs, provided the product is complete and in resalable condition.

What refund applies if I return an assembled or partially assembled product?

A 50% refund applies due to the restocking fee, as these items will be resold as seconds.

What if I return a product without its original packaging?

A 50% refund applies if the product is complete and sellable but lacks original packaging.

What if the returned product is used, altered, or missing parts?

Such returns will be declined with no refund issued.

How long does inspection of a returned item take?

Inspection can take up to 3 working days after the product is received.

What if my order was customised?

Custom orders cannot be cancelled once purchase orders are processed.

What are my responsibilities when returning a product?

You must use registered track and trace for returns, ensure proper packaging to avoid damage in transit, and cover return shipping costs unless the item is faulty or incorrectly described.

What do I do if I receive an incorrectly described or faulty item?

Report the issue within 7 days of delivery to qualify for return shipping coverage and refund.

Are there any time limits for reporting damaged items?

Yes, damage must be reported within 24 hours of delivery, and you should not accept the package if damage is evident.

Can I keep an item with a minor fault and get compensation?

Yes, you may agree on compensation instead of a replacement or refund if you choose to keep the item.