Returns & Refunds

For online purchases, you normally have 14 days from the day after receiving your goods to tell us that you wish to cancel your order, subject to applicable consumer law and any relevant legal exceptions.

Once you have notified us within the applicable cancellation period, you normally have a further 14 days to send the goods back.

You do not normally need to provide a reason when exercising your statutory cancellation right.

This cancellation period is separate from your legal rights where a product is faulty or does not conform to the contract.

For eligible change-of-mind returns, our prepaid DPD return service carries a £10 return postage cost.

Where you use this prepaid service, the £10 return postage cost will be deducted from the applicable refund.

The DPD return portal can be accessed using the Start your return buttons on this page.

You may handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in much the same way as you would reasonably be able to inspect them in a shop.

Products should be returned complete with all relevant parts, accessories, instructions and components.

Please avoid applying brown parcel tape, courier labels, writing or other permanent markings directly to the manufacturer's retail packaging.

Where packaging or the product has been handled beyond what is reasonably necessary and this causes a reduction in value, an appropriate deduction may be made where permitted by law.

We understand that packaging may need to be opened to inspect a product. However, the manufacturer's retail packaging should not be written on, covered in brown parcel tape, have labels permanently attached to it, or be deliberately cut, torn or badly damaged.

Where customer-caused damage to the original packaging means that replacement packaging is genuinely required, a £3 packaging deduction may apply where this reflects the resulting cost or reduction in value.

The £3 provision is not an automatic charge merely because a box has been opened. It relates to avoidable damage resulting in a genuine replacement, repacking or value loss.

You are entitled to inspect an item as you reasonably would in a shop. For change-of-mind returns, however, the product must not be used, assembled, installed, worn or operated beyond what is reasonably necessary to inspect its nature, characteristics and functioning.

Used items are not accepted for change-of-mind returns where they have been used beyond reasonable inspection. This includes products that have been assembled, installed, worn, operated or otherwise used in a way that goes beyond normal inspection.

If an item has been handled beyond what is reasonably necessary to inspect it and this has reduced its value, any remedy or deduction will be dealt with in accordance with applicable consumer law. This does not affect your statutory rights where an item is faulty, damaged, incorrect or not as described.

Returned products are assessed individually and the condition may be recorded when the return is received.

Please make sure all components, accessories and instructions supplied with the product are returned.

If a component or accessory is missing and this is attributable to the customer's handling of the goods, an appropriate deduction may be made to reflect the reasonable replacement cost or resulting reduction in value where permitted by law.

We will assess the missing item and the relevant replacement or value loss rather than applying an arbitrary fixed charge.

Certain sealed goods may be excluded from the statutory cancellation right once unsealed where the relevant health or hygiene exception applies.

This may apply to certain bedding, mattresses, pillows and other hygiene-sensitive products where the applicable legal requirements are met.

Please contact our Customer Care team if you receive an item that is faulty, damaged or not as described.

We may ask for photographs, video, serial numbers or other information to help assess the reported issue. Where necessary, the product may need to be returned to us for inspection.

Within the first 30 days: qualifying faulty goods may be subject to the statutory short-term right to reject. Nothing in this returns policy limits that right.

After the applicable short-term right to reject: where you are entitled to a remedy for a qualifying fault, we may repair or replace the product as appropriate under the Consumer Rights Act 2015.

Where a repair is appropriate, the product may need to be returned to us for inspection. If a qualifying manufacturing fault is confirmed, we will arrange the appropriate remedy and, where repaired, return the repaired product to you.

Repair or replacement will be carried out within a reasonable time and without significant inconvenience, with the necessary costs borne by us where required by law.

If repair or replacement is impossible, disproportionate, unsuccessful, or cannot be completed within a reasonable time without significant inconvenience, further statutory remedies may apply.

Where inspection is necessary, we will examine the product to establish the nature of the reported issue and determine the appropriate remedy.

Evidence of accidental damage, misuse, incorrect assembly, unauthorised modification, normal wear and tear or failure to follow the manufacturer's instructions may be relevant when assessing the cause of a reported problem.

Where the law requires us to provide a repair or replacement, the applicable statutory rules will apply.

Once your return has been received and processed, refunds will normally be made to the original payment method in accordance with the applicable refund rules.

For statutory online cancellations, we normally refund the applicable standard delivery charge originally paid, subject to the relevant legal rules regarding enhanced delivery services.

Where you use our prepaid DPD return service for an eligible change-of-mind return, the £10 return postage cost will be deducted from your refund.

Your bank or payment provider may require additional processing time before the refunded amount appears in your account.

Please keep any confirmation, receipt or tracking information provided during the DPD returns process until your return has been received and processed.

This information may be required if we need to investigate the progress of a return.

Please package your item securely so that it is protected during transit.

Where reasonably possible, use the original product packaging and include all relevant accessories, instructions and components.