Refund & Returns Policy

Last updated: 6 January 2025



This Refund & Returns Policy explains your rights and our obligations in relation to returns, refunds, and cancellations when you purchase from Love My Beds ("we", "us", or "our"). This policy complies with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Your Legal Rights

Nothing in this policy affects your statutory rights. Under UK law, you are entitled to goods that are:

  • As described
  • Of satisfactory quality
  • Fit for purpose

If goods are faulty or misdescribed, you are entitled to a repair, replacement, or refund.

2. Online & Distance Sales – 14 Day Cooling-Off Period

If you purchase goods online or over the phone, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.

To exercise this right, you must notify us within 14 days of delivery.

Conditions:

  • Goods must be unused and in their original packaging
  • You are responsible for return costs unless the item is faulty or incorrect
  • We may deduct an amount from your refund if the goods show signs of unnecessary handling

Refunds will be processed within 14 days of receiving the returned goods.

3. In-Store Purchases

For purchases made in-store, refunds are not guaranteed if you simply change your mind.

We may, at our discretion, offer: - An exchange, or - A credit note

This does not affect your rights if goods are faulty or not as described.

4. Faulty or Damaged Goods

If your item arrives faulty, damaged, or incorrect, please contact us as soon as possible and within 30 days of delivery.

We may request photographs or an inspection to confirm the issue.

Depending on the circumstances, we will offer: - A repair - A replacement - A full or partial refund

5. Made-to-Measure & Special Order Items

Items that are made to measure, custom-built, or ordered specifically for you (including bespoke sizes, fabrics, or finishes) are non-refundable once production has begun, unless they are faulty or not as described.

This is in line with consumer regulations regarding personalised goods.

6. Mattresses & Hygiene Products

For hygiene reasons, mattresses and other sealed sleep products can only be returned if:

  • They are unused
  • Protective seals remain intact

Once opened or used, these items are non-returnable unless faulty.

7. Delivery & Collection Charges

Delivery, collection, and disposal charges are non-refundable unless the return is due to a fault or error on our part.

8. Refund Method

Refunds will be issued to the original payment method used at checkout.

We cannot refund to an alternative card or payment method.

9. How to Request a Return or Refund

To request a return or refund, please contact us with your order details:

Email: sales@lovemybeds.com

Phone: 01896 759197

Address:

Love My Beds

25 Market Street

Galashiels, TD1 3AF

10. Changes to This Policy

We may update this Refund & Returns Policy from time to time. Any changes will be posted on this page