Cancellations, Returns, Damages and Defective Items

If there's a problem with your product, or if you change your mind, we want to help fix it as best we can. If you can't find what you're looking for here, please contact us via Live Chat, Contact Us form or Phone as soon as you can so we can work together to resolve any issues.

1.0 Cancelling an order

We realise that sometimes, even after you have put all the time and effort into making the right choice, parted with your hard earned cash and are awaiting delivery, you might need to cancel your order. Don't worry if that's the case, as long as the bed hasn't been shipped, you can!

Because our beds will be shipped the night before delivery, if not earlier in some cases, it is imperative that you let us know as soon as possible that you wish to cancel your order. We must receive written instructions that you would like to cancel the order, so please make sure you send an email to [email protected] including your name, order number and, if you ordered multiple items but don't want to cancel them all, stating exactly which items you would like to cancel. Your order number can be found via your account with us or in the confirmation email you will have received after ordering.

Unfortunately you will not be able to cancel an order for the supply of any goods that were made to your explicit specifications or which have been personalised for your use.

If the order hasn't shipped yet we will reimburse you for the full amount within 30 days (often immediately).

Please bear in mind that an order cannot be cancelled once it has left the warehouse. We will inform you immediately if this is the case and you should still take delivery of the item, we will then arrange for collection of the item and it will be treated as a return and be subject to our returns policy which can be found below. Please note, should you refuse to take delivery of an item that is not damaged or defective you may be subject to charges beyond those set out in the returns policy.

2.0 Returns and Refunds

2.1 Return Exclusions:

For reasons of hygiene we cannot refund or exchange any mattresses which have been removed from their plastic wrapping, mattress toppers or pillows, unless they are faulty (see point 3 below).

Some Goods, such as memory foam mattresses, will arrive vacuum packed. Please do not open and unroll to inspect if the goods are correct. There will be clear identification labels which can be seen through the packaging. We will unfortunately not be able to accept returns of these goods once they have been unrolled and the vacuum pack wrapping has been opened.

Please check that you have all the parts before you start to assemble your product and if any items appear to be missing, please follow the procedure outlined below (point 3 below). Flat packed furniture may not be returned if it has been either partly or fully assembled.

You will not be able to cancel an order and return any goods that were made to your explicit specifications or which have been personalised for your use. This includes made to order upholstered products.

Please open the packages carefully and keep the original packaging until you are satisfied with the order as no return can be accepted unless in the original packaging. We may make a deduction from the reimbursement for loss in value of any Product(s) supplied, if the loss is the result of unnecessary handling of the goods by you.

2.2 Unwanted Items/Consumer Rights:

In the unlikely event you want to return an item to us, you have 7 days beginning on the day after you receive the goods, to inform us that you want to return the item for refund by email to [email protected] in writing at the address on the set out in the ‘Contact’ section of our website, quoting your order number. This is typically around £30 per item for most furniture items. The exact cost will be advised when you arrange your return. If you wish to use your own carrier then this fee is waived however you will be fully responsible for any damage or loss incurred by your chosen carrier, therefore we recommend you are covered by insurance and use a trackable delivery service. Please be aware that postage charges incurred by returning the item(s) to us will not be refunded. If you wish us to collect the goods, you must make them available for collection and during this time keep them in the same condition in which you received them. You may not use the goods. You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.

Once a return has been authorised we will issue you with a RMA Number and a returns form which should be attached to the packaging when returning. Without this we will not be able to process your return.

You will not be able to cancel an order and return any goods that were made to your explicit specifications or which have been personalised for your use. This includes made to order upholstered products.

Please note: All collections will be an all day service between 8am and 6pm and can only take place on a week day. With all collections, items must be fully packaged up either in their original packaging or adequate packaging otherwise the couriers will not be able to collect and you may still be charged for the collection.

3.0 Defective items

If you receive an item that is missing parts or is defective or faulty in any way please let us know as soon as possible. Where the problem is missing parts, we will send out parts as soon as possible (usually within 3-5 working days). Where the item is defective in some way we will deal with these problems on a case by case basis due to the myriad natures these problems could have. However, please be aware that where we find items not to be defective and have incurred transport costs you will be liable for these charges. We reserve the right to judgement in these cases and implore you to make sure you read any instructions, assembly notes (or similar) carefully, before and while assembling or using your item for the first time.

3.1 Missing items/Parts of the Product:
3.1.1 On delivery:

Should any item you have ordered be missing or appear not delivered, then we request that you notify us as soon as possible, preferably within 24hrs of initial receipt of delivery, by emailing us at [email protected]

3.1.2 On assembly:

Should a part appear missing from a product, please report this with a description of the part you believe to be missing (including the part number from the assembly instructions if applicable) by emailing us at [email protected]

In both the above instances, replacement goods will be dispatched as soon as possible (usually within 3-5 working days).

3.2 Incorrect Goods received:

Should you receive the incorrect goods, then you should email us at [email protected] within 24hrs of receipt. We will replace and collect the goods.

4.0 Damaged or Faulty Goods

We have chosen our delivery partners carefully and ensure that they have the same customer service values and high standards of performance as we do. We accept however, that there is always the chance something may get damaged in transit however hard we try to avoid this. If you do receive an item that is damaged, please see point 4.1.

4.1 Damage on Delivery:

All goods should be checked on reception, even if you are planning to store them for a period of time. Any damage to the goods must be reported as soon as possible after delivery, preferably within 24hrs of receipt. All customers are requested to provide photographs showing the damage, and email these to us at [email protected]. Please ensure you fully check all parts of the delivery before emailing / sending photos. You may request a replacement or cancel the order and receive a refund. The refund would be processed at the point that we collect the goods. mrfurnish will arrange for the collection of the damaged item.

If you notice there is damage to the item while the delivery is in progress you may refuse to take delivery of the item. If you do so please make sure you sign the couriers manifest "damaged on delivery - refused" and inform us immediately via email that this has happened.

If the packaging looks damaged but the item itself looks undamaged, please accept delivery but sign the manifest "packaging damaged".

If you have taken delivery of the item and later found it to be damaged, please inform us by email immediately with details / photos and we will contact you as soon as possible.

It is imperative that you inform us as soon as possible of any of the above as we have time constraints placed on us by our delivery partners with regards to filing damage claims.

If you do have to refuse delivery or later find the item to be damaged then we will arrange for collection (if applicable) and send you out a replacement as soon as possible.

If, for whatever reason, you decide you don't want a replacement for a damaged item, then we are happy to take return of the item (in line with our 7 Day Return Policy) and refund you for the full amount and pay for the collection of the damaged item.

Please be as careful as possible when opening your order, for example opening any heavy goods on a carpeted surface.

We absolutely cannot accept any notifications of damages (as opposed to defective items) where we are informed later than 7 days after you took delivery.

Please open the packages carefully and keep the original packaging until you are satisfied with the order as no return can be accepted unless in the original packaging. We may make a deduction from the reimbursement for loss in value of any Product(s) supplied, if the loss is the result of unnecessary handling of the goods by you. 4.2 Manufacturing Faults:
4.2.1 Under Warranty:

Many of our items come with guarantees or warranties and we will honour these where applicable. Please contact us if there is a problem with your item that occurs within the period of guarantee or warranty by emailing us at [email protected] including your original order number, date of purchase, a brief description of the problem, photographs of problem if possible and a contact telephone number.

4.2.2 Not under Warranty
As set out in more detail in section 6 of the Terms and Conditions page, mrfurnish Shopping cannot accept any request for assistance regarding goods that are no longer under warranty.