Return Policy
This website www.softbedmattress.co.uk is an entity of Soft Beds LTD trading as Softbeds (referred to as ‘us’ or ‘we’ or ‘our’). As a user of our website (referred to as ‘the buyer’ or ‘you’), you acknowledge that any use, including communication and any transactions you make, is subject to our terms and conditions.
The obligation between us and you shall be on these terms.
By using this site, www.softbedmattress.co.uk you agree to our terms and our privacy policy. We reserve the right, at any time, to alter, modify, update our site, and also reserve the right to update these terms and conditions. By using our site, including any transactions or communication, you are agreeing to our terms of use.
Acceptance
Once you place an order, If we accept your order, we will send you an email confirmation of this, via email. Once an order acceptance email has been sent to you, this now constitutes a contract between us and you, to sell the goods you have ordered from us. Following this acceptance, we strive to meet the requirements of your order, however, due to factors out of our control i.e. raw material availability, shipping issue (which we are not aware of at the time of your order confirmation), we will notify you as soon as possible and we will refund you the money for the unavailable products back onto your card you paid from. In conclusion, acceptance of your order is therefore subject to the availability of products.
Prices and availability of products on our site are subject to change without notice.
Deposits
If a deposit is made, please be aware, are non-refundable. Deposits will only be refunded If we cancel your order due to unavailability of a product or pricing error.
Delivery
Delivery costs are non-refundable under any circumstances. We strive to do our utmost best to accommodate for any delivery requirements and dates, however we cannot guarantee these requests will be met.
In the unlikely event of damage being caused to your property by the courier company, wwwsoftbedmattress.co.uk will not accept responsibility for any damages or expenses, therefore do liaise with the driver at that moment.
Drivers will only deliver to the front door of your house. If you live in a flat, the reception area, unless you have the assembly option or room of choice. Please make sure you have followed our guide, have measured your stairways and landing correctly. In case the bed and/or cannot get through your hallways, or to the room you are wanting the bed and mattress, the driver will not accept the return of the bed/mattress.
We aim to be transparent and efficient during the whole process, however, we shall not be liable for any economic losses arising from directly (or indirectly) from any delay in the delivery of your order. Please note weather conditions, traffic delays, diversions, van breakdowns could affect your delivery, unforeseen circumstances like this, may delay your delivery.
If you are unable to accept the delivery day we have informed you of, please inform us within 2hours of the receiving the update. If you are unable to receive your order on the day informed, and we have not been informed beforehand, there will be a charge of £75 for redelivery to the address you have already stated.
Please note, any communication, via email is on you to check, to open and to communicate back to us, please make sure to check your junk/spam folders for any communication.
Fitting Service
The fitting service offered by us consists of the driver taking the bed to a room of your choice and to assemble. Prior to the delivery, you need to clear the way for the driver to be able to assemble the bed. Our site assembly service does not include dismantling and/or taking away your old/current bed or the packaging of the new bed.
Warranty
We pride on our quality and craftsmanship, to give you the peace of mind, we offer a 90-day warranty for a bed frame from the day your bed has been delivered, meaning if there are any parts that need replacing due to manufacturing defects, we will do so comprehensively without charge. To go one-step further, between the 90th day and up to 1 year, if your bed fails, we will provide up to two replacement parts for your bed, the only cost you will incur will be the delivery charge/s.
Please be aware this warranty only covers any manufacturing defects from our side. Evidence will need to be sent to us by email. Softbedmattress.co.uk does not cover damage caused by normal wear and tear, misuse, or improper self-assembly.
Returns and cancellations
For damaged goods or missing goods, they must be reported, via email, within 24hours.
Should you change your mind, we have a 14-day cooling off period for you to cancel your order. In line with our return policy, your order must:
- Be unused
- Be Unopened
- Be In its original packaging, with tags (if any)
- Proof of purchase
- Return all items with your order
- Be In the condition you received your order in (new)
- Be In a resalable condition when arrives at our warehouse
IF THERE IS ANY EVIDENCE OF USAGE FOUND ON THE PRODUCT (i.e. odours, pet hairs, faeces) we will not be able to process your refund. Once the item has been delivered to us, please provide us with the tracking information and your reference number so that our Warehouse team can inspect the item and proceed accordingly. You will be notified accordingly via email and photographic evidence will be provided. Please note you are liable for the safe return of our items. Responsibility of the goods remains that of the buyer until all items are safely received by Soft Beds Ltd. We accept no liability for goods lost in transit back to our warehouse.
We can offer you a pick-up service of your order, for the pick-up of your order, brought back to us will cost you £200.
After the 14-day cooling off period has passed, you will not be able to cancel your order or return your order.
Bespoke Made-to-order items
We do not offer refunds/exchanges on made-to-order products and items unless they are faulty or we have delivered the wrong product. Once your order has been placed into production (1-2 days), you can still cancel your order, but there will be a 50% cancellation fee to cover loss of committed raw materials, administration and processing time.
Mattresses
Opened mattresses are non-returnable for hygiene purposes. Once you receive your delivery, It is on you to check the condition of the mattress, any defects, the suitability of the mattress itself. If you are unsure about the mattress, please contact us before purchasing.
Order FREE fabric samples
Please order FREE fabric samples before you purchase if you are unsure of the colour or material. Please be aware due to lighting, the colour of a fabric may seem a little different in pictures and in reality. Therefore, if you are unsure, you must order fabric samples. Please note that image resolution changes the saturation of the swatch images. Ensure that you have correctly chosen your desired colour and size, as www.softbedmattress.co.uk will not accept a return due to you disliking the colour or material.
Thank you for choosing Soft Beds Ltd. For any questions, contact us at [email protected].
