Return or exchange an item
Under the United Kingdom's Distance Selling Regulations you have the right to return your order for a full refund within 14 days of purchase. As we offer FREE delivery, it is the customer's responsibility to return non suitable goods to Bed SOS at a cost to themselves. We recommend using trusted couriers such as TNT, XDP or Tuffnells, full contact details can be obtained from email@example.com The returned items must be sufficiently packaged to withstand handling during your chosen couriers service. Due to hygiene reasons, mattresses must be unused and still have all original packaging and tags attached. Bed SOS will arrange the return/ replacement of goods found to be faulty free of charge, if reported as being damaged within 10 days of receipt. Photographic evidence of the fault must be supplied to firstname.lastname@example.org Bed SOS will not be held responsible for customers returning goods who have initially stated they want to cancel, and then state they are faulty. This will result in replacements part(s) being sent only. To discuss the matter further please contact us on 0844 357 0428 Mon - Fri 9am - 5pm.
If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition* within 14 days of receipt. We will issue a full refund upon receipt of any returned items, or exchange the item(s) for a different size/ colour if preferred. Please note we can not refund delivery fees incurred by the customer upon return of any items, as we offer FREE Delivery on all goods purchased via Bed SOS. Bed SOS has the right to offer a diminished value on goods which are received back to ourselves in a damaged state. We advise all customers to use some form of courier which offers insurance, as this should cover you against transit damage. Bed SOS also has the right to offer a diminished value on goods which have been deemed as used. Due to the T&C's with our suppliers, Bed SOS cannot accept returns on mattresses, specifically memory foam/ foam mattresses, if they have been removed from their vacuum sealed packaging. This is due to health and hygiene reasons, and will result in diminished value being offered to you, our customer. It is important that all vacuum sealed goods are inspected for the correct size information, as Bed SOS will not be held responsible for the return of opened goods which the customer has ordered through their own error.
• The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
• The cost of returning the item to us is your responsibility.
• The parcel can take up to 7 working days to be returned to our Warehouse, unless sent via special courier.
I received a faulty item
If the item you received is faulty, please contact us via email@example.com quoting your order reference number, your name and address, details of the product and include photographic evidence and full details of the fault. We will then advise on how to proceed with a replacement or refund. You have 30 days from receipt of the faulty item to return it to us, however, after the 30 day period you will need to contact the manufacturers directly, as all products come with a Manufacturer’s Warranty.
Damages/ defects [caused during transit]
We advise all customers to check the outer packaging of their delivery before signing for the goods. If you notice any damages to the outer packaging, YOU MUST sign for the goods as being 'damaged' and report the damages to ourselves within 5 days of receipt of the goods. Any defects to your goods must also be reported within 5 days of receipt of the goods. All damages/ defects must be photographed and pictures must be emailed to firstname.lastname@example.org Once we have been informed of such damages/defects we will ensure that replacement parts are dispatched immediately, or alternatively we may offer a partial refund as form of compensation depending on the severity of the damage/ defect(s). You have the right to reject such compensation.
PLEASE NOTE: Damaged/ defective items reported after 5 days of receipt of the goods may result in the item being ineligible for replacement, in which case partial compensation may be offered. We apologise for any inconvenience this may cause.
I received the wrong item
If the item you received is not what you originally ordered; please contact us via email@example.com quoting your order number, your name and address, details of the product, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. Our customer will not be held responsible for return costs should the incorrect item be the fault of Bed SOS.
I have refused delivery of an item
If you refuse delivery of goods, you will be subject to the delivery charge and handling fee incurred via ourselves for the courier to return the goods to ourselves. Refusing a delivery incurs a delivery charge/ handling fee, of approx £40.00 depending on the volume and weight of the order, which will be deducted from your original payment.
Consumer Contracts (Information, Cancellation & Additional Charges) Regulations
Under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations you have the right to cancel your order for any item bought on this website for a full refund. This does not apply to:
• Items collected in store.
• Bespoke goods (ie: European size mattresses).
• Sealed goods which are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery.
PLEASE NOTE: Due to health and hygiene reasons (and the policies in place with the manufacturers of our memory foam mattresses) Bed SOS regrets to inform that we are unable to accept returns of unsuitable memory foam mattresses which have been unsealed from their original packaging, unless deemed to be incorrect due to an error on our behalf, or deemed faulty by the manufacturer. We may, however, offer a refund based on Diminished Value. Please contact us on: 0844 357 0428 to discuss this matter further.
To cancel your order under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations you must email firstname.lastname@example.org or call 0844 357 0428. You, the customer, are responsible for returning cancelled goods at a cost to yourself. Alternatively, we can arrange for the collection of such cancelled goods and deduct the courier charge, of approx £25.00 (depending on the volume and weight of the goods), incurred to ourselves from your refund.
You can cancel anytime from placing your order up to the end of a period 14 days after you take possession of the goods (or in the case of a multiple order, the last part of the order).
Please take reasonable care of the goods, as we are entitled to deduct an amount from the refund to reflect any loss in value of the goods supplied if the loss is the result of unnecessary handling of the goods by you.
Please make it clear when you cancel that you are cancelling under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations.
PLEASE NOTE: The Consumer Contract (Information, Cancellation and Additional Charges) Regulations do not apply to Financial and Insurance Services.