Returns & Cancellations

Order Amendments & Cancellations

Customers have 24 hours from the time the order is placed to request any amendments or cancellations before the order is processed.

If you choose to cancel your order within the first 24 hours, a 5% cancellation fee will apply to cover administrative and payment processing costs.

If you wish to make any changes to your order within the first 24 hours, please contact us as soon as possible. We will always do our best to accommodate any requested changes before the order enters processing.

After the initial 24-hour period, your order may have entered processing or production. If you wish to amend or cancel your order after this point, a 50% restocking fee will apply.

This includes requests to change the product, size, fabric, colour, specification or other details after the order has been processed.

Once an order has been dispatched, any cancellation or change request will be treated as a return and will be subject to our applicable returns, restocking and collection charges.

Nothing within this policy affects your statutory rights where goods are faulty, damaged, incorrectly supplied or otherwise do not conform to your contract.

Returns

You have 14 days from the date of delivery to request a return, unless otherwise stated at the time of purchase or elsewhere within this policy.

To qualify for a change-of-mind return, products must meet the applicable return conditions outlined below.

Where Comfybedss arranges collection of a returned item, a £75 collection fee will apply.

Where applicable, a 50% restocking fee will also be deducted from the refund.

Any return must be approved by Comfybedss before collection is arranged.

Bedding Returns

For hygiene and repackaging purposes, bedding items must be returned unused, unwashed and in their original packaging.

Bedding items can be returned within 14 days of delivery, provided they meet the above conditions.

If an item has been used, washed, removed from its original packaging and is no longer in a resellable condition, or is returned outside of the 14-day returns window, we will be unable to accept the return or issue a refund.

All returned bedding items will be inspected once received before a refund is approved.

Once your return has been received and approved, we will process your refund within 14 days. You will receive an automated email confirming the details of your refund.

This policy applies to change-of-mind returns and does not affect your statutory rights where an item is faulty, damaged or incorrectly supplied.

Large Item Returns

Large items include, but are not limited to:

• Bed frames
• Divan bed bases
• Ottoman beds and bases
• Headboards
• Mattresses
• Adjustable beds
• Other large furniture items

Large items can be returned within 14 days of delivery, provided they meet the conditions of our returns policy.

All large items must be unused, unassembled, in their original packaging and in a condition suitable for resale.

If an item has been used, assembled, removed from its original packaging and/or is no longer in a resellable condition, your return request will be rejected and we will be unable to proceed with the return.

A 50% restocking fee will apply to eligible large item returns.

A further £75 collection fee will apply where collection is arranged by Comfybedss.

Large Item Collections

All large item return collections must be booked and arranged directly by Comfybedss using one of our approved delivery partners.

We are unable to accept large item returns made using independent couriers or delivery companies that have not been arranged or approved by Comfybedss.

This is to ensure that products are transported appropriately and that the return can be properly tracked and inspected.

Mattress Returns

Due to the nature of the product and for hygiene purposes, mattresses must remain sealed, unused and in their original packaging to qualify for a standard change-of-mind return.

Mattresses must not have been slept on, used or removed from their original sealed packaging.

If a mattress has been opened, removed from its original packaging, used or is otherwise no longer in a resellable condition, we will not accept the return.

Eligible mattress returns are subject to a 50% restocking fee together with the £75 collection fee.

Mattresses returned under our separate Sleep Trial are subject to the specific terms of the Sleep Trial rather than the standard change-of-mind mattress return conditions.

For full Sleep Trial terms and eligibility, please see our Sleep Trial.

Products That Do Not Fit

It is the customer's responsibility to check all product measurements before ordering and ensure that there is sufficient access into the property and the intended room.

This includes checking:

• Doorways
• Hallways
• Staircases
• Landings
• Lifts
• Entrances
• Ceiling heights
• Any other restricted access areas

If a product does not fit into your property or intended room and you wish to return it, the item must remain unused, unassembled and in its original packaging.

A 50% restocking fee and £75 collection fee will apply.

If the product has been opened, assembled, used or is no longer in a suitable resellable condition, we may be unable to accept the return.

Exchanges

If you would like to exchange an eligible product after delivery, the return conditions outlined within this policy will apply.

The original item must remain unused, unassembled, in its original packaging and in a condition suitable for resale.

A 50% restocking fee and £75 collection fee will apply to eligible exchanges unless otherwise agreed by Comfybedss.

Any difference in price between the original item and replacement item will also need to be paid before the replacement is arranged.

Mattress exchanges made under our Sleep Trial are subject to the separate Sleep Trial terms.

Damaged Items

In the unlikely event that your item arrives damaged, please complete the damage report form below so that our team can investigate the issue for you.

All visible damages must be reported to us within 48 hours from the date of delivery. Failure to report damage within this timeframe may affect the outcome of your claim, particularly where we are unable to verify when or how the damage occurred.

To help us investigate and resolve the issue as quickly as possible, please provide clear photographs of the damage, the packaging and any other relevant areas requested within the form.

Our delivery partners obtain a Proof of Delivery (POD) for each delivery. This may include the delivery date, delivery details and the customer's signature confirming receipt of the goods.

Customers are given the opportunity to inspect their goods at the point of delivery. If you notice any visible damage, we strongly recommend that you make the delivery team aware and ensure this is recorded before signing for the goods.

If the Proof of Delivery has been signed confirming that the goods were received in good condition without any damage being reported, this may be taken into consideration when assessing a subsequent damage claim.

Please complete the form below with as much information as possible so that we can review your claim promptly.

This process does not affect your statutory rights where goods are faulty, damaged, incorrectly supplied or otherwise do not conform to your contract.

Faulty Products

Change-of-mind return conditions, restocking fees and packaging requirements are separate from your statutory rights in relation to faulty goods.

If you believe that your product has developed a manufacturing fault, please contact us with details of the issue.

We may request photographs, videos or other information to allow us to assess the fault.

Where a product is confirmed as faulty, we will provide an appropriate remedy in accordance with your statutory consumer rights.

Refunds

Once an approved return has been received by us, the item will be inspected to ensure that it meets the applicable return conditions.

Once the return has been approved following inspection, we will process any refund due within 14 days.

You will receive an automated email confirming the details of your refund once it has been processed.

Any applicable collection fees, restocking fees or other permitted deductions will be deducted from the amount refunded.

The time taken for the refund to appear in your account after it has been processed may vary depending on your bank or payment provider.

Sleep Trial

Our Sleep Trial applies to mattresses only.

It does not apply to:

• Bed frames
• Divan bases
• Ottoman bases
• Headboards
• Bedding
• Mattress protectors
• Furniture
• Any other products

The Sleep Trial is separate from our standard returns policy and is subject to its own terms and conditions.

For full details regarding eligibility, the trial period, exchanges and applicable charges, please see our Sleep Trial.

Important Information

All change-of-mind returns are subject to approval and inspection.

Please ensure that you carefully check product sizes, specifications, access requirements and your chosen options before placing your order.

Our returns and cancellation policy does not affect your statutory consumer rights.

More detailed information can be found within our full Terms & Conditions.

Find out how easy it is to shop with Comfybedss, from purchase to delivery on a day that suits you, we’re here to help you sleep. And if you have any more questions, feel free to get in touch.