Refund policy
# Return and Refund Policy
**Last updated: 1 September 2026**
## 1. About This Policy
This Return and Refund Policy explains how cancellations, returns, refunds, damaged goods, faulty goods and business-customer returns are handled by Sleep Design Beds LTD.
It applies to products purchased directly from us through our website, by telephone, through a secure payment link or by another distance-selling method. If you purchased a Sleep Design Beds product from another retailer, please contact that retailer because your purchase contract is with them.
This policy should be read with our Terms of Service, Shipping and Collection Policy and Warranty and Product Guarantee.
Nothing in this policy limits or removes any legal right that cannot lawfully be excluded.
## 2. Who We Are
**Sleep Design Beds LTD**
Company number: **16106556**
VAT number: **GB 495 952 824**
Registered office:
**Unit 8 Docking Mills, Ings Road, Batley, WF17 8HB, United Kingdom**
Trading and contact address:
**Unit 8 Docking Mills, Ings Road, Batley, WF17 8HB, United Kingdom**
Returns, refunds, damage and warranty email: **returns@sleepdesignbeds.co.uk**
General email: **info@sleepdesignbeds.co.uk**
Telephone: **07786 642582**
Please do not return goods to either address without contacting us and receiving return instructions. Large goods may need an arranged collection, and an unbooked delivery may be refused.
## 3. Consumers and Business Customers
A **consumer** is an individual acting wholly or mainly outside their trade, business, craft or profession.
A **business customer** is a person or organisation buying wholly or mainly for purposes connected with its trade, business, craft or profession. This includes approved trade and wholesale customers.
Consumer cancellation and statutory remedy rules do not apply to business purchases in the same way. The business-customer return rules are explained in Section 16.
## 4. Before Requesting a Return
Please contact **returns@sleepdesignbeds.co.uk** before sending or transporting anything back.
Include, where applicable:
- Your full name and contact details.
- Order number.
- Product name and quantity.
- The reason for the return or cancellation.
- The date the product was received.
- Photographs or video showing damage, a fault or the product's condition.
- A photograph of the product label, where available.
- Whether you can arrange suitable return transport or would like us to quote for collection.
We will review the request and provide the appropriate return, inspection or collection instructions. Contacting us helps prevent damage, delay and goods arriving when nobody is available to receive them.
## 5. Consumer Change-of-Mind Cancellation for Distance Orders
If you are a consumer who ordered online, by telephone or through another distance-selling method, you normally have a legal right to cancel eligible goods without giving a reason.
You must tell us that you wish to cancel within **14 days after the day on which you, or a person nominated by you, receives the goods**.
If one order is delivered in separate instalments, the cancellation period normally runs from the day after the final instalment is received. If an order contains different goods delivered on different days, the period normally runs from the day after the final item is received.
To cancel, send a clear statement to **returns@sleepdesignbeds.co.uk**. You may use the cancellation form at the end of this policy, but you do not have to use that form.
We will acknowledge an electronically submitted cancellation without undue delay.
## 6. Returning Goods After Consumer Cancellation
After notifying us of an eligible cancellation, you must return or hand over the goods without undue delay and no later than **14 days after the day you notified us**.
The goods must be kept safe and returned with their parts, accessories and instructions where supplied.
You may inspect a product as you reasonably could in a shop. You remain responsible for the product while it is in your possession and during return transport that you arrange.
If handling goes beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods, we may make a lawful deduction from the refund to reflect the actual reduction in value. This is not an automatic restocking fee.
## 7. Return Transport for Change-of-Mind Returns
For an eligible non-faulty change-of-mind return, the consumer is responsible for the direct cost and safe arrangement of returning the goods.
Beds, mattresses, headboards and bases are large items and cannot normally be returned through an ordinary postal service. You may arrange a suitably insured carrier yourself, subject to our return instructions, or ask us whether we can offer a chargeable collection.
If we offer collection, we will provide the estimated collection charge before you agree to it. The charge will reflect the product size and quantity, collection address, driving distance, vehicle and staffing requirements, access restrictions and any specialist handling required. Very large, remote, difficult-access or multi-vehicle collections may require a separate quotation.
Because beds, mattresses, headboards and bases are bulky goods, return transport can be expensive. Where the law requires us to provide an estimate of the direct return cost before purchase, that information will be shown or otherwise supplied before the consumer is bound by the order.
We will not charge return transport where goods are faulty, misdescribed, damaged before risk passes to you, or incorrectly supplied and the law makes us responsible for the return.
## 8. Refunds for Eligible Consumer Change-of-Mind Cancellations
For an eligible cancellation, we will refund:
- The price paid for the returned goods.
- Any standard outbound delivery amount that must legally be refunded.
Our standard retail delivery is currently free across the UK, so there will normally be no standard retail delivery charge to refund. If you paid extra for an optional premium or additional delivery service, we do not have to refund the amount above the cost of the least expensive standard delivery option where the law permits.
We may withhold the refund until:
- We receive the returned goods; or
- You provide evidence that the goods were sent back,
whichever happens first.
We will make the refund without undue delay and normally no later than **14 days after** the relevant event above.
Refunds will normally be made to the original payment method. You will not be charged a refund-processing fee. Bank processing times after we issue the refund are outside our control.
We may make only deductions permitted by law, including an evidence-based deduction for an actual loss in value caused by excessive handling.
## 9. Goods Excluded From the Consumer Change-of-Mind Right
The statutory change-of-mind cancellation right may not apply to:
- Goods made to your specifications or clearly personalised.
- Sealed goods that are not suitable for return for health-protection or hygiene reasons after the seal has been broken, but only where the legal conditions for that exception are satisfied.
- Goods that have become inseparably mixed with other items after delivery.
- Other goods or contracts excluded by applicable law.
An exception to the change-of-mind right does **not** remove your rights if goods are faulty, unsafe, misdescribed, incorrectly supplied or otherwise fail to conform to the contract.
## 10. Made-to-Order, Bespoke and Personalised Products
A product is not automatically non-returnable merely because it was manufactured or assembled after the order was placed.
The change-of-mind exception applies only where a product is genuinely made to the customer's specifications or clearly personalised. Examples may include an accepted non-standard size, fabric, colour, configuration, branding or other specification that makes the product specific to that customer.
Any material customisation and resulting cancellation restriction must be made clear before the customer places the order.
Once we accept an order for a genuinely customised or clearly personalised product, there may be no statutory change-of-mind cancellation right. We may nevertheless consider a cancellation request before production begins, but any agreement is discretionary and will be confirmed in writing.
This section does not affect rights relating to a product that is faulty, unsafe, misdescribed or not made to the agreed specification.
## 11. Mattresses and Hygiene Seals
Removing ordinary transport packaging does not automatically remove a consumer's cancellation rights.
Where a mattress or another product is supplied with a clearly identified hygiene seal and is genuinely unsuitable for return for health-protection or hygiene reasons after that seal is broken, the legal change-of-mind exception may apply.
We will assess the product, packaging, hygiene seal and applicable law before refusing a cancellation on hygiene grounds. We will not use this section to exclude rights concerning faulty, unsafe, misdescribed, damaged or incorrectly supplied goods.
For hygiene and damage prevention, please do not sleep on, stain, soil or otherwise use a mattress that you intend to return because you have changed your mind.
## 12. Faulty, Misdescribed or Incorrectly Supplied Goods
Consumer goods must be of satisfactory quality, fit for their usual purpose and any particular purpose made known and agreed, and match their description, sample or model where applicable.
If consumer goods do not conform to the contract, legal remedies may include:
- The short-term right to reject, which normally lasts **30 days** from delivery or the day ownership transfers, whichever is later, subject to the applicable rules.
- Repair or replacement.
- A price reduction or final right to reject where the statutory conditions are satisfied, including where a repair or replacement is unsuccessful, impossible, disproportionate or not completed within a reasonable time and without significant inconvenience.
The appropriate remedy depends on the nature of the problem, timing and applicable law.
Where a valid faulty-goods remedy requires return, collection, redelivery, repair or replacement, we will bear the reasonable necessary transport cost.
We may inspect the product or request reasonable evidence to determine the cause and appropriate remedy. Requesting photographs, video or a product label does not remove your statutory rights.
This policy does not cover damage caused after delivery by misuse, accident, unauthorised alteration, incorrect assembly or storage, failure to follow care instructions, ordinary wear and tear, or another cause for which we are not responsible. Our separate Warranty and Product Guarantee provides additional information and does not replace statutory rights.
## 13. Delivery Damage, Missing Items and Incorrect Quantities
Please inspect the number and apparent condition of packages at delivery where reasonably possible.
Please report visible damage, missing packages, an incorrect product or a quantity discrepancy to **returns@sleepdesignbeds.co.uk** within **48 hours**, including the order number and photographs where available. Prompt reporting helps us preserve evidence and investigate with the delivery team.
The 48-hour request is not a deadline that removes statutory rights. A valid claim will not automatically be rejected merely because it was reported later.
If damage is hidden, report it as soon as reasonably possible after discovery and stop using the product if continued use could make the damage worse or unsafe.
Do not dispose of packaging or the product until we confirm whether it is needed for inspection or return, unless keeping it would be unsafe or unreasonable.
## 14. Failed Delivery and Refused Goods
Refusing delivery does not by itself complete a legal cancellation. If you wish to cancel, you should send a clear cancellation notice to **returns@sleepdesignbeds.co.uk**.
If delivery fails because nobody is present, the address or contact information is wrong, an access restriction was not disclosed, goods will not fit through the disclosed route, or delivery is refused without a valid legal reason, additional delivery, redelivery, storage or return costs may apply as explained in the Shipping and Collection Policy and Terms of Service. This can apply even where the original standard retail delivery was free.
These charges will not apply where the failure was caused by us or where applying them would unlawfully reduce a consumer's rights.
## 15. Exchanges
We do not guarantee direct exchanges for non-faulty products.
For an eligible change-of-mind request, we may process the original product as a return and ask you to place a new order for the replacement. This keeps product options, pricing, VAT, delivery and payment records accurate.
For faulty or incorrectly supplied goods, replacement may be one of the available legal remedies. We will explain the proposed remedy after reviewing the issue.
## 16. Business and Trade Customer Returns
Business customers, including approved trade and wholesale customers, do not receive the consumer 14-day change-of-mind cancellation right or consumer remedies unless the law expressly provides otherwise.
A business return will be accepted only where:
- The goods are faulty, misdescribed, damaged before risk passed to the business customer or incorrectly supplied and a remedy is due under the contract or applicable law; or
- We agree the return in writing.
A business customer must inspect goods within a reasonable time after delivery and notify us promptly of a fault, shortage, delivery damage or discrepancy, providing reasonable evidence where available.
Any voluntarily agreed non-fault business return may be subject to reasonable collection, transport, inspection, handling and proven loss-in-value charges disclosed before the return is accepted.
Customised or personalised goods cannot normally be returned by a business customer unless faulty, misdescribed, incorrectly supplied or we agree otherwise in writing.
Nothing in this section excludes liability or a business-customer right that cannot legally be excluded.
## 17. Order Cancellations Before Delivery
Contact **returns@sleepdesignbeds.co.uk** immediately if you wish to cancel or amend an order before delivery.
For a consumer standard-product order, legal cancellation rights will be honoured where they apply.
For a genuinely customised or personalised consumer order, or a business order, cancellation may require our written agreement. Any charge must reflect work completed, committed materials, transport arrangements and actual loss, and will be applied only where contractually and legally permitted. There is no automatic £50 cancellation charge.
If an amendment reduces a wholesale order below the minimum of **20 qualifying units** before delivery, the order will be paused and handled in accordance with the Terms of Service. Beds, mattresses and bases may be mixed to reach the minimum. Headboards and accessories do not count towards the 20 qualifying units unless we expressly agree otherwise in writing. Any revised price must be agreed before the order continues.
## 18. Refunds for Cancelled, Unavailable or Rejected Orders
If we cancel an order before supply, cannot accept it, cannot provide the goods, or agree that a payment was taken in error, we will refund the amount due to the original payment method without undue delay.
Where only part of an order is affected, we may refund that part and continue with the remaining products if this is lawful and reasonable and does not materially change what was agreed. We will obtain agreement where required.
## 19. Promotional, Sale and Discounted Goods
Consumer statutory rights apply equally to sale and discounted goods.
Where a refund is due, it will be based on the amount actually paid for the returned product, subject to any lawful delivery refund and deduction.
The expiry or withdrawal of a promotion does not remove rights concerning an order that was validly accepted while the promotion applied.
## 20. Bundles, Sets and Promotional Items
If goods were sold as a bundle, set or linked promotion, cancelling or returning one item may affect the price or eligibility of the remaining items.
We will calculate the refund fairly using the contract, promotion terms and applicable law. A free item supplied only because of the returned purchase must also be returned unused where reasonably required, or its disclosed value may be considered where legally permitted.
This section will not be applied in a way that unlawfully restricts a consumer remedy for faulty goods.
## 21. Finance, Instalments and Third-Party Payment Providers
Klarna Pay in 3 and Clearpay Pay in 4 may be available for eligible retail purchases. Eligibility and approval are subject to the relevant provider's terms and checks.
If you paid through Klarna, Clearpay or another finance, instalment or third-party payment provider, we will process an approved refund through the applicable provider. The provider may separately update or close the payment agreement.
Refund processing times shown by the provider may differ from the date on which we authorise the refund.
Klarna and Clearpay are not presented as standard trade-account payment methods. Approved trade customers use the payment methods made available during their trade checkout unless another method has been agreed in writing.
This policy does not change any separate statutory rights you may have against a credit provider.
## 22. Refund Decisions and Communication
The Returns Manager or another authorised representative of Sleep Design Beds LTD reviews cancellations, returns, refunds and warranty solutions.
We will communicate the outcome and any next steps using the contact details on the order or return request.
If a request is declined or a deduction is proposed, we will explain the reason and any evidence relied upon. You may ask us to review the decision by replying to the same email.
## 23. Complaints
If you are dissatisfied with the handling of a return or refund, contact:
**returns@sleepdesignbeds.co.uk**
Telephone: **07786 642582**
Please include your order number and a clear description of the outcome you are seeking.
We will try to resolve complaints fairly and within a reasonable time. Nothing in this policy prevents a consumer from seeking independent advice or using a court, statutory remedy or other dispute-resolution route available under law.
## 24. Changes to This Policy
We may update this policy to reflect changes in law, products, delivery services or business practices.
The policy applying to an already accepted order will not be changed retrospectively in a way that reduces rights under that contract or applicable law.
The current version will be published with its “Last updated” date.
## 25. Model Cancellation Form for Consumers
Complete and return this form only if you are a consumer and wish to cancel an eligible distance contract. You may instead send any other clear cancellation statement.
**To:**
Sleep Design Beds LTD
Email: returns@sleepdesignbeds.co.uk
Trading/contact address: Unit 8 Docking Mills, Ings Road, Batley, WF17 8HB, United Kingdom
I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:
Product(s): ______________________________________________
Order number: ____________________________________________
Ordered on: ______________________________________________
Received on: _____________________________________________
Name of consumer(s): _____________________________________
Address of consumer(s): __________________________________
__________________________________________________________
Email or telephone: ______________________________________
Signature of consumer(s), only if this form is sent on paper:
__________________________________________________________
Date: ____________________________________________________