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Returns & refunds
Returns Made Simple
Changed your mind or something not quite right? Here’s exactly how returns, refunds and faulty items work – clearly, and in line with UK consumer law.
- 14-day right to cancel
- Faulty items put right
- Refunds within 14 days
Changed your mind?
If you buy online, you have the right to cancel your order within 14 days of receiving it, under the Consumer Contracts Regulations 2013. You don’t need to give a reason.
14 days to cancel
Tell us within 14 days of delivery that you’d like to cancel.
14 days to return
Return the item within a further 14 days, unused and in its original condition and packaging where possible.
Full refund
We refund the item price within 14 days of receiving it back, to your original payment method.
Mattresses & hygiene: for health and hygiene reasons, a mattress can only be returned under the 14-day right if it is still in its original sealed protective wrapping. This does not affect your rights if the mattress is faulty.
How to return an item
- Contact us by email at hello@britluxbeds.co.uk or through our contact form with your order number.
- Choose how to return it. You can send it back yourself, or we can arrange a collection – we’ll confirm the collection cost before booking.
- Pack it securely. Please return beds in their original packaging where possible, with all parts, fittings and headboard bolts.
- Get your refund. Once we receive and check the item, we refund you within 14 days.
| Situation | Who pays for return | Refund |
|---|---|---|
| Change of mind (within 14 days) | You pay the return or collection cost | Item price |
| Faulty, damaged or wrong item | We do – free collection | Repair, replacement or full refund |
Faulty or damaged items
We check every bed and mattress before it leaves us, but if something isn’t right, we’ll fix it. Please tell us about delivery damage or missing parts within 48 hours, with photos if you can – it helps us sort things out quickly.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not:
- Within 30 days of delivery, you can reject the item for a full refund.
- Within 6 months, we will repair or replace it; if that isn’t possible, you can have a refund.
- After 6 months, you remain protected for manufacturing faults, and our guarantee applies.
Your statutory rights are never affected by this policy.
Items we can’t take back
- Mattresses removed from their sealed hygiene wrapping (unless faulty).
- Items made to a custom size, fabric or design specifically for you (unless faulty).
- Items damaged through misuse, incorrect assembly or normal wear and tear.
Refunds
We refund to the original payment method within 14 days of receiving your return (or of you providing evidence that you sent it back). Original free delivery is refunded in full if you cancel your whole order. You’ll receive an email as soon as your refund is processed – banks can take a further 3–5 working days to show it.
Still have a question?
Our friendly UK team will help you choose, check sizes or track an order.