Returns, Refunds and Cancellations Policy
Check Your Products
Please check your products (including the packaging and all parts) carefully upon delivery. If a product is damaged or incorrect, please refuse it, sign for it on the delivery sheet as ‘damaged’ or ‘wrong item sent’ and send it back with the driver. Inform the 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.
If you are not satisfied with your products for any reason (excluding manufacturing faults; for manufacturing faults see our Manufacturer’s Guarantee), report this in writing within 15 days from the date of delivery, and 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 to us for a refund or an exchange. You must ensure that the products are undamaged. If these time frames are not kept, we are not responsible for any return requests.
Return with Your Courier
You are responsible for returning the products to us. To return the products, you can either use your own courier or we can arrange for a courier to collect the products from you and return them to us at your cost.
Prior to returning any goods you must inform the customer service team in writing within 15 days from the date of delivery
For our return address please call us prior to arranging the return of the products. We will then provide the most appropriate address.
If you use your own courier, please provide us with return tracking details and ensure that a document is sent together with the product with the order number, your name and address, product name and signature. Our warehouse is open for returns Monday - Friday 8 am – 4 pm (excluding Bank Holidays) and the driver must call us 2 hours prior to arrival. Please note that no deliveries into Happy Beds can be accepted at any other time. Happy Beds is not responsible for failed deliveries made outside of this time or losses/damages made by your courier. It is your responsibility that the products are returned to us in undamaged condition; if they are not in such a condition, we will not accept the return.
Once we have received the goods we will inform you and arrange a refund or an exchange (depending on the agreements we have made with you). In case of an exchange for another product, the price difference between the initial and the new product (if any) has to be paid by you before we arrange the exchange with the courier (if the new product you require is more expensive than the initial one) or refunded by us to you (if the new product is cheaper than the initial product).
Collection with Our Courier
If you are unable to arrange your own carriage of the product you wish to return we can arrange it on your behalf with our courier. Collections from customers are available Monday - Friday and are an all-day service 8am - 6pm. The drivers are not guaranteed to call before collection and we cannot provide a narrower time window. The charge for collection will vary depending on your location and the size of the item. Please ask a member of our customer service team for the associated costs. Happy Beds are not responsible for failed or delayed collections.
If you require us to arrange the collection of product(s) to be returned with our courier, we will take the payment for the collection first and then we will refund you for the price of the product(s) (these costs will all be agreed before deciding if you want to return your goods).
The item(s) to be returned should be ready to be collected from first accessible front door on the ground floor of the property, as the delivery services will not collect from any other floor.
A refund will be issued only after the product is received in our warehouse undamaged. Please note that the refund processing may take up to 14 days since us receiving the product back. If the return or cancellation request has not resulted from our or our courier’s mistake regarding the order, the original shipping charges paid as part of the order (if any) are not refundable.
You can cancel your order free of charge if you request the cancellation in writing before we have dispatched it. Orders cancelled after Happy Beds have dispatched the product(s) will be considered as a return. See above for the terms and conditions of returns and the possible charges.
All time frames and other terms and conditions mentioned in this Returns, Refund and Cancellations Policy are in accordance with the Consumer Rights Act 2015.
For more information, see our Terms and Conditions.