Refund policy
1. Under the Consumer Protection (Distance Selling) Regulations 2000 you have a right to cancel your purchase. However, to exercise this right you must notify us in writing, (email or letter) within 7 working days from the day after you receive your goods.
2. As stated above notification of cancellation must be in writing (letter or email), a telephone call is not a valid cancellation.
3. No right of cancellation, refund or return exists under the Consumer Protection (Distance Selling) Regulations 2000 once you have used your product, unless the product is defective and you are returning it for this reason.
4. Cancellation rights: The standard 14-day cooling-off period for distance selling does not apply to bespoke or custom-made goods.
Reason for exemption: The exemption is in place because the goods are made to a specific customer's order, meaning there is no other market for them once the contract is cancelled.
5. Goods that are sealed or shrink-wrapped and this is removed can only be returned if they are defective.
6. Please observe the following procedure for all returns to us:
a. On the back of your delivery note or on another piece of paper, (if you no longer have your delivery note), include your order number and the reason for the return.
b. If you are returning your product because it is defective, please state the defect or defects.
c. Repackage the product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product. Unfortunately we will be unable to issue a refund where the product is in an incomplete state.
7. If the original packaging surrounding the product has been damaged or destroyed we will only issue a refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.
8. You are responsible for paying any postage or shipping costs incurred when returning the product.
9. We recommend that all returns be sent back to us using our preferred logistics company –
BJS Home Delivery, BJS House, Unit 2, Bull Lane, (Off Weston Way), Wednesbury, West Midlands, WS10 8RR. T: 01922 645 650. E: hello@bjsfamily.com
10. We will not issue refunds for any items lost or stolen in transit to us.
11. Where a return is lost or stolen in transit to us, you should claim compensation from the company that shipped the return.
12. If you fail to return a product to us, we may make arrangements to have the product collected from you. The cost of this collection will be passed on to you.
13. Unused products may be returned promptly by customers to our address listed at the end of these terms and conditions.
14. Subject to the above, we will refund the purchase price of a returned product within thirty days of receiving written notification of your intention to return the product.
15. We will also refund the cost of delivery incurred returning a product, if incorrectly sent by us or where the product has been returned due to a defect. Please note that we will not refund any courier, overnight or express element of any delivery or postage charge, including Royal Mail Special Delivery.
16. You may have the right to cancel in 7 days under the Consumer Protection (Distance Selling) Regulations 2000 but this does not apply to orders that are made to your specifications or clearly personalised, such as Extra Long Beds.
17. To start a return, you can contact us at mikeintheforest@gmail.com. Please note that returns will need to be sent to the following address: Deluxe Beds, Beacon Street,
Birkby, Huddersfield, HD2 2RS. Tel: +44 (0)1484 427 373. Email: orders@deluxe-beds.co.uk
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at mikeintheforest@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at mikeintheforest@gmail.com.
