Returns & Refund Policy

Last updated: 11th December, 2025

Thank you for shopping with us. We want you to be completely satisfied with your purchase. Please read this policy carefully as it explains your rights and options when it comes to returns, refunds, and exchanges.

1. Ready-to-Make / Made-to-Order Products

Your bed is made once you place your order. We don’t keep any ready-made beds in stock. Because of this:

• We do not accept returns or refunds for change of mind after the order is placed or once production has started.
• If you change your mind within 24 hours of placing the order, you can cancel with no deduction.
  
• This includes reasons such as “I changed my mind”, “I ordered the wrong size”, “I changed the design”, or “I decided I don’t want it anymore”.
  
• Custom orders are made specifically for you and therefore are non-cancelable and non-refundable once manufacturing begins.
  
• This ensures we can continue offering bespoke quality products tailored to your requirements.

2. Defective, Damaged or Incorrect Items

We understand that mistakes can happen. If you receive a defective, damaged, or incorrect product, we will make it right.

Eligibility:

• Report the issue within 24 hours of delivery.
• Provide photos and a description of the defect, damage, or incorrect item by emailing us info@deeplaybeds.co.uk.
• We will review your request and respond with next steps.
  

Resolution Options:

Depending on the situation, we may offer:

• A full replacement of the product,
  
• Repair of the defective part, or
  
• A full refund if replacement or repair is not possible.
  

Defective or incorrect items will be addressed at no extra cost to you.

3. Time Limits

• Reports for faulty, damaged, or incorrect products must be made within 24 hours of delivery.
  
• If a product is damaged or incorrect, your claim must be supported with photos and order details so we can process it promptly.

4. Return Shipping Costs

If a return is approved for any reason other than a fault, the:

Return shipping is only free when the item is faulty or incorrect.

5. Non-Returnable Items

Unless faulty, the following items cannot be returned or refunded:

• Used mattresses or used beds
  
• Clearance or sale items
  
• Made-to-order beds
  
• Items damaged due to misuse
  
• Items returned without authorization

6. How to Request a Return / Report an Issue

To start a returns or defect claim:

• Your order number
  
• Photos of the issue
  
• A description of the problem
  

7. Refund Process

If a refund is approved:

• Refunds are processed back to the original payment method.
  
• Please allow up to 14 business days for the refund to appear on your statement after we confirm eligibility.
  
• Delivery charges are non-refundable unless the item received is faulty or incorrect.

8. Cancellations Before Production

If you change your mind immediately after ordering, you may cancel your order within 24 hours of purchase only if we have not yet started production.

Once production has begun, cancellations are no longer possible, as the product is made specifically for you.

9. Contact Us

If you have any questions about your order or this policy, contact us:

Email: info@deeplaybeds.co.uk
Phone: 07495331171
Address: 62 Ferndale Road, Luton, ENG, LU1 1PE, GB