Returns and refunds

Our Returns Policy

With 50 years of exemplary customer service we pride ourselves as being fair and reasonable when things don’t go right. So without affecting your statutory rights we will do what we can to help and retain you as a satisfied consumer.

Below you will find some information to help you:

What happens If your goods are incorrect, faulty or damaged?

If goods supplied are incorrect, faulty or damaged on delivery we will either repair or exchange the product. The decision to either repair or exchange will be made by Peter Betteridge Furnishers LTD. Repairs will to be a standard expected from a new item of furniture. Firstly, if things are not right i.e you have been delivered the wrong goods or the goods are damaged then please bring it to the attention of the delivery team in the first instance, and then contact us at sales@bedexpert.co.uk or call us on 0800 731 5836. We will then discuss the next course of action dependent on the problem. Customers will pay for return dispatch and if the item is found to be faulty then Peter Betteridge Ltd will refund the return delivery cost upon receipt of proof of payment. If the item is not deemed faulty then the return delivery cost will not be refunded. You have a duty of care to maintain the goods in the condition in which they were received. This does not affect your statutory rights.

What if I don’t like it after it’s been delivered?

If your stock order has been purchased only through our website, you have 14 working days from receipt of your order in which to advise us in writing that you do not want to keep the goods. Notification can also be sent via email. After we have acknowledged your request, we ask that you do the following to assist with the return of the goods:

a) Ensure that all parts of your order are returned in the condition in which they were received and unused. We will not be able to refund the goods in full if there are any signs of damage or misuse or general use.

b) We will refund to you all the monies paid by you for the goods in question, excluding the cost of collection of the goods unless agreed by us.

c) Please note we cannot accept the return of any items unless the packaging is sealed and the goods are in a unused re-saleable condition:

d) We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied

If items are returned in an unsaleable condition and need repacking and refolding we can and will charge a restocking fee of up to 50% of the value of the product.

Once the goods have arrived with us and have been inspected, we will confirm the refund amount due by e-mail and make the repayment within 14 days. A final cancellation notice together with your receipt will be posted to your nominated address.

Please note for card refunds it can take up to 7 working days from the date that we process the repayment for your account provider to re-credit you with the amount due.

We can’t offer refunds or exchanges, unless faulty or not as described, on the following items:

• products which have been personalised for you.
• made to order products such as furniture or made to measure items
• Gift Vouchers

Refunds and cancellation

If the goods supplied are incorrect, faulty or damaged on delivery we will either repair or exchange the product. In this event please contact us. On receipt of your goods please check to make sure the product is not faulty before use. This does not affect your statutory rights.

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Due to the nature of some of our products in the interests of health and hygiene we are unable to offer a refund on any duvet, pillow, pillow case, mattress, mattress cover, bed linen or other item which is likely to be used against naked skin unless the product is faulty or the product is sealed and in a re-saleable condition. This does not affect your statutory rights.
A special order or made to order item i.e. a bed, headboard or mattress may be subject to a manufacturing cost. If you change your mind or cancel an order we will retain 20% of the balance of the purchase to cover our expenditures. Other items may be subject to a restocking charge. A bespoke Item is also exempt under the Distance Selling Act.

Clearance items are sold on a non-returnable basis – we encourage you to fully insppect the items before purchasing in our stores.

Please see terms and conditions for full details linked at base of every page

VAT Refunds – Foreign Residence

If you purchase items from abroad i.e you reside in a country outside of the miainland UK and you would like to claim VAT please note the following:

1. We require proof of delivery – This may be signed documentation for example a shipping note.

2. Refunds will be processed in either cheque or electronic transfer whichever we decide.

3. If there is a charge for the posting of a cheque or sending of an electronic bank transfer the customer will pay for this service out of their total VAT refund

4. If the charge of sending the transfer or cheque is greater than the VAT refund then the customer must pay the difference as well.

Clearance Goods

Clearance goods are non-returnable, so please make every effort to inspect website images fully, or preferably in-store. Let us know if you would like more detailed images.

Made To Order items

We regret we are unable to accept the return of these goods as they have been specially made at your request.

Before you buy any furniture: please check the dimensions of the delivery address for access (including doors, corridors, stairs and corners), as well as the proposed location, to confirm that the product is the right size for your needs, and so that we can deliver your order safely and successfully.  We will not accept returns of any items that do not fit into your property.

Your right to cancel

If you are contracting with us as a consumer online or by phone, you have the right to cancel (under the Consumer Rights Directive 2011/83 as implemented in the applicable EU member state (“CRD”)), all or part of your contract at any time up to 14 calendar days after the day on which you receive the goods or services you ordered. Any paid delivery charge will be included in your refund once we have received all (not part) of your order to the specified address below in a re-saleable condition. Please note the delivery charge refund will be to the value of standard delivery. Peter Betteridge Furnishers Ltd will process your refund with 14 days of receipt of the products, to the specified address. You must take reasonable care of the goods while in your possession and they must be returned to us before we can issue your refund.

Returns to:

The Bed Expert

115 High Street

Honiton

Devon

EX14 1HS