Refund policy
What do I do if my goods arrive damaged or missing?
First of all, please check over your goods on delivery to ensure that the packaging is intact and all items are in good condition before you sign for them. Quick ways of identifying any damages when accepting your goods is to check the boxes and plastic packaging for any tears, indents or crumpled areas, which can often identify damage. Bed Croft allow all damages to be reported within 24 hours of delivery via an email. Shall you find your items damaged upon delivery please record it with the courier and email us.
If any boxes are missing from the delivery then please record with the courier how many are missing, accept the boxes that are present and then contact us via email or phone stating which ones are missing. Once we have confirmed which items are missing we will arrange to have them sent to you as soon as possible.
If there are parts or pieces missing in the boxes you have accepted then give us a call or email us and we will send the parts to you with no extra charge. When you contact us, state to us the part numbers of the exact pieces missing so we can deliver the parts that you want very quickly. If you have already accepted the boxes and find parts to be missing or damaged then you will need to contact us via email with accompanying photos showcasing how the parts are damaged.
If a collection is arranged, the goods should be ready to be collected on the ground floor, as the delivery services usually refuse to collect from any other floor. If you find that your goods are damaged after you have taken delivery and if you don’t notify us within 24 hours after the delivery attempt, unfortunately we cannot take any responsibility. It’s important that you keep the original packaging on when returning any item.
Returns
1) Returns are accepted within 14 days from delivery on NEW UNOPENED goods only due to hygienic reasons. Once a mattress or bed has been opened it can not be returned and as such is not covered by the distant selling regulations. This does not effect your statutory rights. A handling charge of 25% or up to £200 (whichever is greater) will be deductible on accepted returns.
2) On accepted returns it is at buyers cost and responsibility to arrange return of goods to us. On high value item a recorded service is recommended. Once the item is received by us it will be assessed to ensure still new, unopened and undamaged then if accepted a refund will be processed within 7 to 10 working days less the handling charge.
3) If after ordering you cancel before receiving the goods the couriers charges will be deducted from your refund.
4) To arrange a return please call us on – 01924 509901
What do I do if I decide I don’t want my items before they arrive?
If you have changed your mind after an order dispatched from Bed Craft then you must keep in mind that £150 Postage & Packaging charges are non refundable.
Each bed is considered a specialist, made to order item. Once the 24 hour cooling off period has been exceeded the handling fee will be deducted from your processed refund with no exceptions. Mattresses are strictly non returnable once they have been slept on as described in Consumer Contracts Regulations by law. Again the reporting period of any defects is 24 hours from the time of delivery.
All our Photos are taken in studio environment, due to the nature of the furniture and some fabrics may appear slightly different in person. To avoid any disappointment please request free of charge fabric samples before placing an order for a bed, stool or coffee table.