Refund policy

1. Returns Policy

Due to the nature of our products, including beds, mattresses, furniture, and assembled items, returns are accepted only under certain conditions.

Returned items must be:

• Unused (where applicable)
• In their original condition
• Free from stains, marks, damage, or signs of misuse
• Returned with all original packaging where reasonably possible

Bed Mart Ltd reserves the right to refuse a return or reduce the refund if a product is returned damaged, excessively used, or not in a reasonable condition.

2. Custom or Made-to-Order Products

Products that are:

• Custom-made
• Manufactured to a customer's specific requirements
• Made in special sizes, colours, or personalised specifications

are generally non-returnable and non-refundable, unless they are faulty, damaged, or not as described.

As these products are manufactured specifically for each customer, they cannot usually be resold.

3. Change of Mind Returns

If you change your mind after placing your order, please contact Bed Mart Ltd as soon as possible.

Where Bed Mart Ltd arranges the collection of a returned item, a collection charge may apply.

Any applicable collection charges will always be confirmed before collection is arranged.

Please note:

• Original delivery charges may not be refundable.
• Returned items must be in a reasonable resale condition.

4. Order Cancellation Before Delivery

You may request to cancel your order before delivery.

To minimise any cancellation charges, please contact us as soon as possible.

If your order has already been dispatched or delivery arrangements have been confirmed, cancellation may be subject to charges including:

• Delivery costs already incurred
• Collection costs
• Handling or processing costs

Cancellation requests received after dispatch may be treated as a return.

5. Damaged Items on Delivery

We take every reasonable care to ensure your order arrives safely and in excellent condition.

Upon delivery, please inspect both the packaging and the product before accepting the delivery.

If you notice any visible damage:

• Refuse the delivery where possible.
• Inform the courier that the goods have arrived damaged.
• Contact Bed Mart Ltd immediately with your order details.

Refusing visibly damaged goods helps us resolve the issue more quickly.

If damage is discovered after unpacking, please notify us within 48 hours of delivery and provide:

• Your order number
• A description of the issue
• Clear photographs showing the damage

Reports received after this period may affect our ability to investigate the issue.

6. Incorrect or Faulty Items

If you receive:

• The wrong product
• Missing parts
• A manufacturing fault

please contact Bed Mart Ltd as soon as possible.

After investigating the issue, we may arrange one of the following where appropriate:

• Replacement parts
• Repair
• Replacement product
• Full or partial refund

7. Delivery & Re-delivery Charges

Customers are responsible for ensuring that someone is available to receive the delivery at the agreed date and time.

If delivery cannot be completed because:

• No one is available at the delivery address
• An incorrect address has been provided
• The customer is unable or unwilling to accept delivery

additional delivery or re-delivery charges may apply.

8. Product Access & Fit

It is the customer's responsibility to ensure that purchased items will fit through:

• Doorways
• Hallways
• Staircases
• Lifts
• Access routes
• The intended room

Please check all product dimensions carefully before ordering.

If delivery cannot be completed because the product will not fit, additional charges may apply for:

• Failed delivery
• Return collection
• Re-delivery
• Cancellation

Original delivery charges may also be non-refundable.

9. Property Access Restrictions

Please inform Bed Mart Ltd before delivery if your property has any access restrictions, including:

• Narrow entrances
• Limited parking
• Restricted building access
• Difficult staircases
• Any other access limitations

Providing this information allows us to plan your delivery appropriately.

If delivery cannot be completed because access restrictions were not disclosed, additional delivery charges may apply.

Where safe and practical, our delivery team can usually carry items up to two flights of stairs.

10. Assembly Service

If you have purchased our assembly service:

• Our team will deliver your order to the agreed room.
• Assembly will be completed where included in your order.
• Packaging materials may not be removed unless specifically agreed.

We recommend keeping all packaging until you are completely satisfied with your purchase, as it may be required if a return is requested.

11. Return Collection Requirements

If a collection has been arranged:

• The item must be ready for collection.
• The product must be safely accessible.
• Items should be dismantled where required.
• All parts, fittings, accessories, and instructions should be included.

If our courier cannot complete the collection because the item has not been properly prepared, additional collection charges may apply.

12. Refunds

Once the returned product has been received and inspected, Bed Mart Ltd will process any applicable refund.

Refunds will always be issued using the original payment method.

Please allow up to 5 working days for the refunded amount to appear in your account after the refund has been processed.

Refunds may be reduced where:

• Collection charges apply
• Items are returned damaged
• Parts or accessories are missing
• Products show unreasonable use or misuse

13. Contact Us

If you have any questions regarding returns, refunds, cancellations, exchanges, or this policy, please contact us: