Returns & Refund Policy – Bespoke Products (Pay It Monthly Orders)

Bespoke & Made-to-Order Items

All bespoke, made-to-order products are manufactured specifically to your chosen specifications, including size, fabric, colour, storage type, headboard height, and any custom features. As a result, bespoke items are non-refundable and non-returnable once production has started.

By placing an order, you acknowledge and accept that the product is customised exclusively for you and cannot be resold.

Order Cancellations

  • Orders may only be cancelled within 24 hours of purchase, provided production has not begun.
  • After this period, or once manufacturing has started, cancellations are no longer possible.
  • For Pay It Monthly purchases, cancellation approval is subject to confirmation that the order has not entered production.

Faulty or Damaged Items

If your bespoke product arrives damaged or faulty, please notify us within 48 hours of delivery with clear photographic evidence.

  • We will arrange a repair, replacement of affected parts, or remake where appropriate.
  • Refunds are not offered for bespoke items unless a fault cannot be resolved.

Pay It Monthly / Finance Orders

For purchases made using Pay It Monthly or finance options:

  • Refunds, where applicable, are processed in accordance with the finance provider’s terms and conditions.
  • If a refund is approved, it will be issued directly to the finance provider, and your payment agreement will be adjusted accordingly.
  • Administration or manufacturing costs already incurred may be deducted where permitted by law.

Change of Mind

We do not accept returns or refunds for:

  • Change of mind
  • Incorrect measurements provided by the customer
  • Fabric colour or finish preferences
  • Access issues (stairs, doorways, tight spaces)

Your Statutory Rights

This policy does not affect your statutory rights under consumer law. Bespoke goods are exempt from standard distance-selling cancellation rights once production has commenced.