Refunds

All our products are bespoke and handmade, making your piece of furniture unique to you. Every item that leaves our doors is made-to-order and individual to your specifications. We adopt policies and procedures designed to maximise value for our customers. For these reasons, we don't accept returns of made-to-order items unless they are faulty or incorrect.

We do, however, have a 24-hour cooling-off period, where you can cancel your Order, from when it has been confirmed. To cancel your Order, you must notify us in writing by emailing us at sales@luxusbeds.co.uk. After this cooling-off period, you will not be able to cancel your Order or return the products once delivered unless the products are faulty. We ask all our customers to please carefully consider your decision to place your Order before doing so. 

We will usually refund any money received from you, using the same method originally used by you to pay for your purchase. If you cancel within the cooling-off period, you will receive a full refund within 30 days*.

*Please be aware when cancelling your Order, you may be subject to an administration charge of up to 7% on the total Order value placed.

Returns after delivery

If you only realise after the delivery that you are unhappy with the quality, or that we've sent you the wrong item, please contact our team on 0113 873 0280 within 72 hours of delivery so that we can resolve your issue. We may ask for you to send us photos of any areas of damage or imperfection to offer you a suitable course of action.

If your product was assembled by our logistic partner, you do not need to disassemble the product for us to collect. All we ask is that your unwanted item is returned in the condition it was received with the original packaging. If the original packaging is not available, then please ensure any products to be returned are packaged in a suitable and sufficient manner so as to ensure that there is no risk of damage in transit. There will be no further charges for sending out replacements and this does not affect your warranty.

Returns will only be facilitated Monday to Saturday, excluding Bank Holidays at a time that suits our rolling delivery schedule.

Due to hygiene reasons, we are unable to accept back any mattresses that have been removed from the original packaging.

Failed deliveries

If you or your nominated adult are not available in-person to accept your products on the delivery day and the 4-hour slot that has been agreed with you, we reserve the right to charge a fee of £99.00 for redelivery for the first item and a £10.00 fee for each additional item. All redeliveries will be in accordance with our logistics partners rolling delivery schedule, van capacity & availability in your local area.

Please check the product dimensions before placing your order to ensure the goods will fit into your home. If our logistics partner is not able to fulfil the delivery due to access restraints, it may result in a fee of up to 50% for each item to cover the costs of transportation, manufacturing, and administration. Use our Home Measuring Guide to make sure your product will fit into your home.