Our policy with returning products

In the unlikely event that you would like to return some or part of your order, please follow the simple steps listed below. 

Cancelling Goods

Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods. You must put your request to cancel in a written format.

If your order consists of multiple goods, the 14 days start from the date you receive the last item.

This 14 day period is the time you have to decide whether or not to cancel, you then have a further 14 days to return the items.

YOUR RIGHT TO A REFUND:

You should get a refund within 14 days of either the trader getting the goods back, or you providing evidence of having returned the goods (for example, a proof of delivery), whichever is the sooner.

A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary.

The extent to which a customer can handle the goods is the same as it would be if you were assessing an item in a shop.  (Example, you can’t return an item that has been used).

Refunding the cost of delivery:

The trader has to refund the basic delivery cost of getting the goods to you in the first place, so if you opted for enhanced service eg guaranteed next day, it only has to refund the basic cost. 
It remains the responsibility of the consumer to pay for the delivery of any returns made under the Consumer Contract regulations. 

Exemptions:

There are some circumstances where the Consumer Contracts Regulations won’t give you a right to cancel.

These include, CDs, DVDs or software, if you’ve broken the seal on the wrapping, perishable items, tailor-made or personalised items. In our case, all items of Foam Cut To Size or anything made to measure and bespoke such as upholstery services.

Always check the t&Cs:

14 days is the minimum cancellation period that consumers must be given and many sellers choose to exceed this, so always check the terms and conditions in case you have longer to change your mind. 

Damaged on arrival:

The Consumer Contract regulations make us responsible in the event the goods are damaged on arrival. We are not responsible once the goods have arrived in your care or that of a designated person appointed to take in the parcel. If goods arrive with damaged packaging please indicate this at the point of delivery by signing “Damaged”. Please inspect the content immediately upon arrival and report damage by email to [email protected] within 24 hours. 

Not as ordered incorrect sizes:

A highly compressible medium foam may shrink slightly as a result of it being confined in its packaging. This being the case, open all packaging immediately upon receipt and wait 24 hours to allow time to recover, then report any issues within 48 hours of delivery. We will then contact you to discuss the best route to a resolution. 

Customer error:

If you receive your goods and find you have made an error. Please accept responsibility then we will do our best to help you.

Refused delivery:

Please under no circumstances refuse delivery, let us manage the return.

Cost of return:

You may be asked to return goods at your expense for issues outside the Consumer Contract Regulations either because it’s more convenient for you than waiting in all day for the carrier, or that goods need to be inspected in house. Our policy is to refund your reasonable postage costs should we prove to be at fault.

Condition of returns:

Please ensure that goods are packaged and returned in a manner that keeps the items safe and undamaged in transit.