Returns Policy – Web Sales
Your Consumer Right Of Return And Refund
If you are a consumer and you have ordered the Goods Exclusively by email, phone or from our website you have a legal right to cancel a Contract under the Consumer Contracts Regulations 2014 during the period set out below. This means that during the relevant period if you change your mind or for any other reason you decide you do not want to keep the Goods, you can notify Us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract under these regulations is available from your local Citizens' Advice Bureau or Trading Standards office.
However, this cancellation right does not apply in the Following cases:
- (a) Any bespoke made products encompassing chosen specification or clearly personalised.
- (b) In the case of mattresses, bedding and bed linen, if the packaging has been un-sealed, for reasons of health and hygiene these items by their nature cannot be returned unless faulty. Please note that we cannot accept a return or cancellation once a mattress has been slept on.
- (c) In the case of mattresses and divan beds, If an installation service forms part of your order and the hygiene seal is broken and mattress bag removed we will not be able to accept return unless the goods are faulty,
Your legal right to cancel a Contract starts from the date of confirmation of the order. If the goods have already been delivered to you, you have a period of 14 calendar days in which you may cancel, starting from the day after the day you receive the Goods.
The M6 Bed Warehouse will issue a full refund once the goods have been collected/returned – customers can either return the goods themselves or instruct the M6 Bed Warehouse to collect. If they instruct The M6 Bed warehouse to collect then there will be a nominal collection fee attributed based on distance from CW2 5PR. The fee would be as follows:-
Cost of delivery (if refunded) - cost is calculated based of how far the address is from CW2 5PR)
- Up to 10 miles - £20
- Between 10.01 and 18 miles - £30
- Between 18.01 miles and 30 miles - £45
- Over 30 miles - TBC
We will refund you on the credit card or debit card used by you for the original payment and in accordance with the Consumer Right Directive we will refund you within 14 days.
Returns Policy – In Store
The M6 Bed Warehouse Ltd do not operate a returns policy. In certain circumstances we may be able to offer the option to return a product, however this will be done on a case-by-case basis and The M6 Bed Warehouse Ltd offers no guarantee with regards to the availability of this option. Please note - items must be unused and sealed in their original packing.
Items excluded include but are not limited to: Opened/used items; pillows; mattress protectors; fitted sheets; clearance items or bespoke items ordered and made specifically for you.
In the unlikely event the mattress you have chosen doesn't quite suit your personal needs we are able to exercise a mattress exchange policy:
- You must have used the mattress for at least 7 nights.
- A mattress exchange is limited to 14 days after delivery, we cannot offer an exchange on mattresses older than this.
- Limited to 1 exchange only.
- Only applicable when the mattress comfort level isn't right. Issues exempt from the policy include, but are not limited to: bed or mattress height, bed or mattress colour, bed 'style', odours, size etc.
- The mattress must be in immaculate condition with the use of a waterproof mattress protector.
A credit of 80% of the mattress' purchase price will be offered against the original mattress. If the new item is of higher value you must pay the difference, but there will be no refund issued if the value is lower. Payment will be required at the time of choosing an alternative mattress.The M6 Bed Warehouse ltd reserves the right to withdraw this policy at any time if the mattress being returned is marked/stained/odorous – an inspection will be carried out by the delivery staff and the exchange will be refused if the mattress is found to be imperfect i.e. stained, containing human or animal hair, smoke damage etc.
Items sold as 'clearance' or 'ex-demonstration' are sold-as-seen and The M6 Bed Warehouse Ltd cannot accept any claims once delivered with regards to cosmetic marks, comfort level, feel etc. All items come with a 12-month guarantee.
Warranties and Guarantees
Every product we sell comes with a standard manufactures warranty of 12 months from the date of delivery. The length and type of cover varies depending on each manufacturer and product, and more information can be found in store. Please note, your original receipt number must be produced if a claim is made – we are unable to process a claim if you cannot produce your original receipt.
Please be aware, if a claim is made and an item is replaced you do not receive another guarantee with the replacement product. You receive one guarantee/warranty per invoice.
Please note, claims are against manufacturing defect and do not cover the following issues including, but are not limited to normal wear and tear, mattress softening, fibre compression, damaged caused by misuse etc.
The basis of a warranty must be identified as a manufacturing fault and caused by the makeup of the product which has deemed to have failed the agreed terms of the warranty. This is usually made up of an initial guarantee period followed by a sliding scale based on the percentage of years used against the initial cost of the item.
You buy a product for £499 with a 5 year warranty (1 year Guarantee + 4 year Warranty)
Fault after 10 months – Free replacement as it is within the initial guarantee period.
Fault after 2 year and 6 months – A replacement would be chargeable as it is within its 3rd year of cover. The sliding scale would dictate a charge of 40% of the cost of replacement, therefore a charge of £199.60 would be applicable).
A guarantee is an agreement between the manufacturer and the customer that damaged or defective goods will be repaired or replaced, at no additional cost to the customer, within a certain time frame, subject to conditions.
You buy a product for £999 with a 7 year Guarantee
If a fault develops within this period caused by manufacturing defect the item will be repaired or replaced at no cost.
Please note, the above coverages are in no way an indication of the lifespan of the mattress for which it has been issued. It is also important to note that the coverages are null and void in the case of a change of mind, choosing the wrong comfort level, failure to follow manufacturer's instructions or misuse of the goods under warranty. We also reserve the right to refuse inspection and to invalidate the guarantee/warranty if the product is deemed to be soiled, burnt, stained, infested with insects or in an unsanitary condition.
Please note – The M6 Bed Warehouse Ltd will deliver replacement items to the original delivery address free of charge. If you have changed address, we will still delivery free of charge up to a distance which we deem reasonable. If your new address is deemed too far you will be asked to cover the cost of carriage either in part or in full. Please note, this will be charged on a case-by-case basis.