Terms and Conditions
This page contains the consumer Terms & Conditions on which we, Happy Beds, sell any products listed on our website. These Terms & Conditions apply only if you are a consumer.
You should understand that you agree to be bound by these Terms & Conditions by ordering our products. Please understand that if you refuse to accept these Terms & Conditions, you will not be able to order any products from our site.
1.1. These Terms & Conditions apply to all orders placed online. By placing an order with Happy Beds, you agree to abide by these conditions. Please read them carefully and contact our customer service team if you have any questions.
1.2. If you do not wish to comply with these Terms & Conditions, you should not place an order and enter into a contract with Happy Beds.
1.3. Please note that these Terms & Conditions do not affect your statutory rights under the Consumer Rights Act 2015, which as a company we would abide by.
2. Orders and Contracts
2.1. By placing an order through our site, you warrant that you can legally enter into binding contracts.
2.2. All orders are subject to acceptance. All details supplied to Happy Beds must be valid and accurate. If we accept the order, we will enter into a contract with you.
2.3. If there are any problems with your order, we aim to contact you as soon as possible.
2.4. You should be aware that:
- All images on the website indicate the product; some items may have slight ticking and colour variations, usually due to different screen resolutions.
- All sizes are approximate, and any mattress or bed measurements refer to the sleeping surface.
- Please note that there may be a gap around your mattress and the bed frame - this is by design to help accommodate for bedding and rotating or flipping your mattress.
- Your mattress size may differ slightly from any stated dimensions due to standard manufacturing tolerances.
- Our firmness levels are for guidance purposes only.
2.5. Suppliers may modify the product without prior notification as long as it does not affect the integrity of the product.
2.6. If you have difficulty placing an order, please contact our customer service team, who will assist you.
2.7. If you are claiming cashback through a third-party platform, then please note that you cannot use a discount code in conjunction with this.
3.1. If any product is displayed with an inaccurate price, we have the right to withdraw and cancel the order before a contract is made.
3.2. If there are any errors in the product information displayed on our website, we will rectify them as soon as possible. Should you receive an item and there is an error with it, please contact our customer service team, who will rectify this issue for you.
4. Price and Payment
4.1. Prices displayed on our website are inclusive of VAT. The price you see displayed is the price you pay. The shipping charges, if such exist, are mentioned in our Delivery Policy and displayed at checkout.
4.2. We do not offer any VAT returns or VAT refunds for the United Kingdom; these are only available for Jersey and Guernsey.
4.3. The total price payable for all items ordered and the delivery charge (if any) will be debited from the bank account provided by you when you place the order. If we don’t accept the order (see Section 2 for order contract information), we will refund you the total amount you paid.
4.4. We can only accept payments from UK-registered bank accounts.
4.5. We accept most major credit/debit cards, including Visa (including Visa Electron and Visa Debit), MasterCard, Maestro, American Express, JCB, MasterPass and Amex, alongside payments made through PayPal.
4.6. When you pay by card, all billing information must match that held by the bank that issued this card. Failure to supply the correct information may lead to a delay or cancellation of your order. Your order will be processed once the payment has been authorised and we have accepted the order (see Section 2 for order contract information).
5.1. All products and services are subject to availability and may be withdrawn at any time.
5.2. Any goods we cannot supply will be refunded in full, or you can use the money for an alternative product on our website.
5.3. Any items that are not in stock have extended delivery dates which are estimated. You can still purchase these products. We will aim to deliver them on the delivery date you choose from the available dates at checkout (these dates will reflect the longer time needed for the product to come back in stock). If the product takes longer than expected to come back in stock, we will aim to notify you as soon as we are made aware of the manufacturer. We will do our utmost to deliver the product(s) to you within the estimated delivery dates, but this is not guaranteed.
5.4. When stock arrives of a product, you will receive an email notification sent to you as soon as possible. This will either confirm a date for delivery or arrange a delivery date suited to you.
5.5. We will endeavour to ensure that you will receive goods at the time of delivery that are:
- Suitable for the purposes your goods were designed and supplied for.
- Of satisfactory quality.
- Compliant with any statutory and regulatory requirements that are applicable for selling goods in the United Kingdom.
- Free from any material defects in material, workmanship and design where possible.
5.6. Please note that our obligations only cover normal home use and do not apply to any natural mattress settlement along with any defect in your goods that have been caused by fair wear and tear, accidental damage, negligence by you, failure to follow instructions regarding caring for the goods, any alteration or repair to the goods that are carried out without prior approval, commercial use or wilful damage.
5.7. In the rare event that goods do not conform to the requirements explained in 5.5, please contact our customer service team to inform us of the issue, and we will follow a fair and fast process. You have the following rights in this situation:
Short-Term Right To Reject
You may exercise your right to reject the goods at your absolute discretion if you have reported the issue within 30 days from the date your goods were delivered. In this situation, we will provide a full refund of the price paid.
Right To Repair Or Replacement
If you decide that you do not want to exercise your right to short-term reject, or if it has been more than 30 days since the delivery of the goods, then you may require the goods to either be repaired or replaced free of charge. We will only replace items on a like-for-like basis. If one of these methods is found to be disproportionate to the other, then our customer service team will discuss with you to arrange a reasonable resolution.
Right To Discount Or Final Right To Reject
If we are unable to repair or replace your goods, or a previous repair or replacement has been unable to resolve the issue, or we are unable to resolve the issue within a reasonable time, then you may, at your absolute discretion, keep the goods and agree on an appropriate price reduction, or even reject the goods.
6.1. You will be able to select your preferred delivery at checkout.
6.1.1. We can only deliver to the address specified in the order.
6.1.2. Changes to a delivery address must be supported by evidence, and you must notify us at least 72 hours before the delivery of any delivery amendments. Please note that any amendments may lead to an increase in lead time or even a change of delivery date.
6.2. Delivery days, time and destination:
Please refer to our Delivery Policy for more information regarding delivery days, times and destinations.
6.3. Please note that Happy Beds has no control over when the couriers will arrive.
6.4. If you have any special delivery requirements, please inform us before placing your order to advise if we will be able to meet them.
6.5. The driver may require some assistance to offload the items with larger items.
6.6. You may receive a dispatch notification when we dispatch your order containing the contact details of the assigned courier company. If this company offers online tracking, we will also include information on tracking your order online.
6.7. Please carefully check your products (including the packaging and all parts) upon delivery. If a product is damaged or incorrect, please refuse it, sign the delivery sheet as ‘damaged’ or ‘wrong item sent' and send it back with the driver. Inform our customer service team within 24 hours of the delivery attempt. If you don’t refuse the product and don’t sign for it as ‘damaged’ or ‘wrong item sent’, we are not responsible for any subsequent requests or claims.
6.8. If any boxes are missing, please record with the courier how many are missing, accept the boxes delivered and then contact us within 24 hours stating which boxes are missing. Please also provide images of the outside of the boxes you have received, including important information such as the style and box number. Once we have confirmed which items are missing, we will arrange to send them to you as soon as possible.
6.9. Please check all parts before assembly. No matter how big or small, you must report any visible defect to Happy Beds before any assembly. Happy Beds will then advise whether or not you can continue with assembly or if you need to wait for new parts to be dispatched. If you fail to report these visible defects before assembly, Happy Beds will not accept liability.
If parts or pieces are missing in the boxes you have accepted, give us a call or email us within 30 days, and we will send the parts to you at no extra charge. Please state the part number of the exact pieces missing (you will find the details in the assembly manual sent with the product). If you notify us outside the 30 days, charges may be applicable.
Suppose you have already accepted the boxes and find parts to be damaged. In that case, you will need to contact us via email with accompanying photos and part numbers (found in the instruction manual) showcasing damaged parts so we can remedy the issue.
6.10. Please note that your product(s) will be delivered on the date you select at checkout in most cases.
6.11. Please note that delivery dates and specified lead times are applicable from the date of your order. There may be occasions where this will be subject to change due to influences or events that our outside our control. If we are unable to deliver on the date you have chosen or within the specified lead time that was on our website at the time you ordered, then -
- You will be entitled to cancel your order and be provided with a full refund if you told us at the time of purchase that the agreed delivery date or lead time was essential.
- If this is not the case, we will agree upon a revised delivery date or a further period of time for potential delivery based on the appropriate circumstances for the items. If we cannot deliver on the revised date or by the end of the further period, then you are entitled to cancel the order and be provided with a full refund of all monies paid.
6.12. If we are or believe that we will be unable to complete delivery of your items due to circumstances beyond our control, then we are entitled to cancel your order and provide you with a refund of all monies paid for the undelivered items and unfulfilled services.
6.12.1. Happy Beds are not responsible for any consequential loss of earnings, etc. when you were waiting for your order, but we will always do our best to get your goods to you as soon as possible.
6.12.2. Happy Beds advises that existing bed frames are not dismantled or disposed of until all deliveries have been received and that all parts are present to build the bed frame.
6.12.3. Due to the products' nature and stock, orders may be split and delivered on different days or times. Happy Beds will not accept any claims for consequential losses due to deliveries that have been split upon arrival.
6.13. Please ensure that your property is directly accessible to a delivery vehicle approximately the size of a 7.5-tonne vehicle. If you require a smaller delivery vehicle, we can arrange it, but you must let us know when you place your order.
Suppose there is no direct access for the delivery drivers or the access is restricted for parking. In that case, the delivery may not be made, and you wouldn’t be refunded the delivery charges (if such were paid) and may be charged a return fee.
Please note that re-delivery charges or return charges may be applicable.
6.14. Happy Beds cannot be held responsible for any consequential losses arising from incomplete or damaged deliveries or losses or damages caused by the courier companies and their drivers. We will endeavour to remedy this issue at the earliest opportunity - please note that we do not recommend disposing of any existing furniture until the new items have all been delivered and checked to ensure all goods are present.
6.15. If you use a Joiner/Handyman to assemble your items, it is your responsibility for how your items are handled and assembled after the delivery is accepted. Happy Beds will not accept responsibility or liability for damages caused during or after the assembly process.
6.16. For more information regarding deliveries, check our Delivery Policy, which is an integral part of these Terms & Conditions.
7. Failed Delivery Attempts
7.1. If you have supplied incorrect delivery details, we will do our best to get your items to you as soon as possible (once we have the correct information). This may cause delays to the delivery and incur additional charges.
7.2. You don’t have to accept the delivery in person. Anybody can take the delivery on your behalf, at the assigned delivery address, as long as they accept liability for checking that there are no missing, wrong or damaged items for accepting the delivery.
7.3. If no one can take the delivery on your behalf on the advised date, please contact us as soon as possible to make further arrangements. It may be possible that the courier company will leave the item(s) at a safe location on your premises (a garage, a shed, etc.) or with one of your neighbours. Please note that if you choose to leave a delivery at a ‘safe location’ or with one of your neighbours, you do so at your own risk, and Happy Beds cannot assume responsibility in the event of missing boxes or damaged pieces.
7.4. If you miss the delivery, please contact us as soon as possible to arrange another delivery date. If we have expressly agreed to the delivery date with you on which you miss the delivery, there may be a charge for us to re-deliver of £50. Please see our Delivery Policy for more information.
7.5. Please note that we are not responsible for any losses arising from late or failed deliveries.
7.6. Orders will be placed on hold when a delivery fails. If delivery is not rebooked, we will cancel the order, and the return to sender fee will apply as per cancellation. For more information, please see our Returns Policy.
8.1. We recommend that a responsible adult take delivery of any goods, check them, and sign for them. If you require the goods to be left without a signature, Happy Beds will not be held responsible for any theft or weather damage to your goods. The goods will be left at your own risk. We do not recommend that your goods are left outside due to the danger of weather damage or theft.
8.2. Once the items are delivered or collected, responsibility for and ownership of the items passes to you.
9. Faulty Items
9.1. Should a fault develop with your item, we will deal with your complaint as per the Consumer rights act 2015 and Terms and conditions of sale, along with the addition of the manufacturer's guarantee.
All suspected manufacturing faults should be reported to us in writing within 30 days from delivery. If our Manufacturer's Guarantee covers the product, we will arrange to send you a replacement of the damaged part(s), or at our sole discretion, we may send a complete replacement. The option to receive a refund for the price of the faulty product may be applicable, dependent on our Manufacturer's Guarantee.
10.1. You can cancel your items at any time, and for any reason, after placing your order as long as you intend to notify us no later than 14 days after the delivery date. We can provide a full refund of the price paid for the goods, without deduction.
10.2. You can notify us of your intention to cancel through the following methods:
- Contact our customer service by phone at 0333 444 0180
- Email our customer service team at [email protected]
10.3. If you intend to cancel your items, please do not handle them beyond what is reasonable to establish the characteristics, functionality and nature of the goods. If we find that the items have had their value reduced due to unnecessary handling, we will be entitled to deduct this amount from any refund.
10.4. Please note that we reserve the right to reject cancellation for items that are sealed, such as pillows, duvets, and mattress protectors, for hygiene reasons or health protection if these items are found to be unsealed after delivery. This does not apply if the items are found to be faulty.
10.5. Please note that it is your responsibility to ensure that reasonable care of the items is undertaken whilst they are in your possession. If, when returned to us, we find that the items have signs of wear and tear or damage caused whilst they were in your possession, then we may need to deduct from a refund to reflect the diminished value.
10.6. The items should be returned to us in their original packaging for full protection during transit (not if available)
11. Returns and Refunds
11.1. If you ordered the wrong product, decide that you don't want the product any longer, or are not satisfied with your product (excluding manufacturing faults; for manufacturing faults, see Section 9), report this in writing within 15 days from the date of delivery. You will then need to ensure that we receive the product back within 15 days from the date we authorised the return; you will be given the option to return the product for a refund. Please see our Returns Policy for more information.
These products must be unopened, in their original packaging and must not have been assembled. You must not have used products to be eligible for return without manufacturing faults. You must ensure that the products are undamaged.
11.2. It is your responsibility to ensure that the product (including all boxes with parts, if applicable) will fit through all stairs, passages and doors etc., until it reaches the desired room in your house. Also, ensure enough space for the (assembled) product to fit in that room. Check our Measuring Guide and the dimensions on the product pages for more information.
11.2.2. If the product doesn't fit, be that either the delivery drivers or yourselves unable to get the items to your room of choice, you will be responsible for the return and any associated costs this will incur. This includes the charge applied for failed delivery if you refuse the delivery.
Please note that the delivery drivers in a 2-Man Delivery will attempt to deliver to your room of choice; however, if they are concerned about potentially damaging your property or any objects that are obstructing their way, then they can refuse to complete the delivery and instead leave the goods in the hallway, or anywhere they can safely leave the items. There will be no delivery fees refunded in the case of this instance.
11.3. You are responsible for returning the products to us. To return the products first, contact us to clarify any details. After which, you can use a courier of your own; the option to self-return your items will only be available within 15 working days.
11.4. For our return address, please see our Returns Policy.
11.5. Refunds - A refund will be issued only after the product is received in our warehouse undamaged. If the return or cancellation request has not resulted from one of our courier’s mistakes regarding the order, the original shipping charges paid as part of the order (if any) are not refundable.
11.6. We will endeavour to make sure refunds are issued as soon as possible. Please note that it can take 14 working days for your refund to be processed, depending on when your items are received at Happy Beds.
11.7. All time frames and other Terms & Conditions mentioned in Section 10 are per the Consumer Rights Act 2015.
11.8. Goods that arrive flat-packed cannot be returned without the original packaging.
12. Mattress Quality After Delivery
12.1. All mattresses usually take up to 6 - 8 weeks approximately to settle to their specified tension, as they take time to contour to each sleeper’s body.
12.2. The one-sided mattresses need to be rotated (so the head end becomes the foot end and vice versa) every week during the first 6 weeks; after that, every 6 weeks.
12.3. The zonal support two-sided mattresses need to be flipped over (so the sleeping surface is changed) every week during the first 6 weeks, after that every 6 weeks. The other two-sided mattresses need to be flipped and rotated every week during the first 6 weeks, and after that, every 6 weeks.
12.4. All mattress tensions are based on an individual weighing approximately 12 stones (75 kg). On our product pages, you will find a handy tool to select your weight, and you will see the feeling of firmness you would have if you slept on the respective mattress (a mattress normally feels softer for heavier people and firmer for lighter people). Please note that each person’s perception of mattress firmness is different, so our advertised firmness rating must be taken only as guidance.
12.5. The natural fillings and the foam in some mattresses may give out an odour for the initial 6 weeks. When your mattress is delivered, let it air in a well-ventilated room until the smell subsides.
12.6. Please allow 4 hours for its initial expansion when opening a vacuum-packed mattress. The mattress is okay to use after this period; however, it will continue to expand (to a lesser degree) over the following 72 hours. Any odours from the packaging will be eliminated in the process.
12.7. Disposal items must be dismantled, wrapped and packaged for collection, or drivers will refuse receipt.
13. Events Outside Our Control
13.1. We are not responsible or liable if we cannot perform our obligations due to events that have been caused outside our reasonable control. Events such as this include, but are not limited to, the following:
- Strikes, industrial action or lock-outs.
- Explosion, flood, snow, fire, storm, or other natural disasters.
- If public or private telecommunications networks are unavailable.
- Any delays that our suppliers cause.
- If the form of transport, including aircraft, motor transport, shipping or other forms of public or private transport, is unavailable.
13.2. If a situation occurs with events such as those outlined in 13.1., our obligations are suspended for the period that the events continue. We will also have an extension of time to perform our obligations for the duration of that period.