Returns and Refund Policy
At Exquisite Beds, we want you to be completely satisfied with your purchase. If for any reason you are not, we offer a straight forward Returns and Refund Policy to ensure your peace of mind.
If you wish to cancel your order within the seven-day cooling-off period from the date of purchase, you are entitled to do so. However, please note that a charge of £99 will apply to cover the costs associated with the delivery and collection of the goods. Alternatively, you can arrange for the return of the products. The original packaging must be present, if not a charge of 50% may be deducted from the refund.
Our returns policy requires that all products be packaged in their original packaging and in a resalable condition. If you are returning a mattress that was originally rolled up, it must be returned in the same rolled-up condition. Failure to comply with these requirements may result in your return being rejected or a 50% charge being deducted from your refund. If a customer wishes to return an order due to a change of mind, incorrect goods ordered, wrong size, colour, or items that do not fit, and the order value exceeds £900, a charge of 25% of the order total will apply.
To initiate the cancellation process, please contact our customer service team as soon as possible. We will arrange for the prompt collection of the goods at your convenience, upon which the cancellation fee will be applied.
Returns:
You have 14 days from the date of delivery to initiate a return. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. Please ensure that the product is well-packed for return shipping to prevent damage.
Faulty or Damaged goods:
If you find an item is faulty or damaged, it must be reported 24-48 hours of receipt of the goods, we encourage you to inspect the products upon delivery, if damaged, mark damaged and refuse delivery. If goods have been accepted, return charges may apply.
If reporting damaged goods to our aftersales team, we may require photographic evidence prior to proceeding with the return.
Return Process
- Initiate the Return:
- Contact our customer service team at info@exquisitebeds.com within 14 days of receiving your order. Provide your order number and details about the item you wish to return.
- Receive Return Authorisation:
- Once your return request is approved, we will provide you with instructions on how to return the item.
- Pack the Item:
- Pack the item securely in its original packaging, including all accessories and documentation.
- Shipping:
- If you are responsible for covering the shipping costs for returning the item. We recommend using a trackable shipping service to ensure the safe arrival of your return.
- Return Confirmation:
- Upon receiving your return, we will inspect the item and notify you of the status of your return. If approved, your refund will be processed, and a credit will be applied to your original payment method.
Refunds
Eligibility
- Refunds are processed for items returned in their original condition within the specified return period.
Processing Time
- Please allow 3-5 business days for the refund to be processed after the returned item is received and inspected.
Non-Refundable Items
- Certain items are non-refundable, including any customised products.
Late or Missing Refunds
- If you haven’t received a refund within the specified time, please check with your bank or credit card company. If the issue persists, contact us at info@exquisitebeds.com
Contact Us
If you have any questions about our Returns and Refund Policy, please contact us at info@exquisitebeds.com
Note: This Returns and Refund Policy is effective as of 29/01/23. We reserve the right to modify or update this policy at any time without prior notice. Please review this page periodically for changes.