Returns

Online Returns Policy & Process

We want you to love your purchase, but we understand that sometimes things don’t quite work out. Here is everything you need to know about returning an item to us if you purchased through our website.

📋 Our Returns Policy

• Return Window: You must report to us your wish to return your items within 14 days of delivery and items must be returned within 30 days of the delivery date.
• Condition: To be eligible for a refund, items must be in their original condition, unworn/unused, with all tags attached and in the original packaging.

Important Note on Shipping Costs:

Customers are responsible for covering the shipping costs for returning non-faulty goods. We can organise collection at our standard delivery costs for your postcode. If you choose not to use our service, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

🔄 How to Start a Return

Following these four simple steps ensures your refund is processed as quickly as possible:

1. Request a Return: Email us at info@sussexbeds.co.uk with your order number aswell as any other details and photos you can provide to do with your order.
2. Package Your Item: Securely pack the goods in their original packaging. Please ensure the package is well-sealed to prevent damage during transit.
3. Ship It Back: Organise collection through us, or alternatively, address the package to our Warehouse (address provided during the request process). Remember to keep your tracking number! 
4. Inspection & Refund: Once we receive and inspect your return, we will notify you via email. If approved, your refund will be processed back to your original payment method within 14 business days. 

🛠 Faulty or Damaged Items

If you received a product that is damaged or faulty, we’ve got you covered.

• Please contact our support team within 24 hours of delivery.
• In the case of faulty goods, we will cover the cost to return the goods. Due to the nature of beds and mattresses,  we will require photos of the damaged goods before accepting that goods are faulty and organising a collection. If the fault cannot be seen in a photo, we will require an independent inspection to be carried out by our approved furniture inspectors before determining whether goods are faulty. 

⚖️ Quick Summary Table – Online Purchases ONLY

Situation	Return Shipping Cost	Refund Type
Changed my mind	Customer pays	Full refund for item
Ordered wrong size	Customer pays	Full refund or exchange
Item arrived damaged	Covered by us	Full refund or replacement
Faulty product	Covered by us	Full refund or replacement

Need further help? Reach out to our customer service team via live chat or at info@sussexbeds.co.uk.

 

______________________________________________________________________________________________
2. Cancellation by You and Returns (Sale-in-store)

2.1 You cannot cancel Your Order once We have issued You a receipt for Your Order, except in the circumstances set out in Clause 12.5. Any amendment You wish to make to Your Order following the issuance of a receipt shall be at Our discretion and We reserve the right to charge reasonable administration costs, which may be up to 20% of the cost of the Goods and Services.

2.2 You may return linens, pillows, mattress protectors and duvets within 14 days of the Order if they are returned unused, unopened and in their original packaging.

2.3 You may return Goods to Us if the Goods are faulty or for some other reason where You are entitled by law to return the Goods. If You consider that the Goods are faulty then You must let Us know as soon as possible. We will discuss with You the appropriate action to take in respect of the Goods, which may include You returning the Goods and obtaining a refund from Us or Us repairing the Goods in question. The decision taken with regard to the Goods in question will always be in line with Our legal requirements and Your statutory rights will not be affected. It may be necessary for Us to examine the Goods that are deemed faulty to determine the issue. If You consider that You have a right to return the Goods, such as because they are not fit for purpose or are not provided as sold then please let Us know as soon as possible. Again, We will endeavour to find a solution to the issue where We can, though the decision taken with regard to the Goods in question will always be in line with Our legal requirements and Your statutory rights will not be affected. Should a return of the Goods and a refund be appropriate We will refund the price of the Goods at fault in full, along with any applicable delivery charges and We will not charge You for collecting the Goods from You.

2.4 Unless otherwise agreed by Us, the collection of any Goods to be returned shall be from the address to which the Goods were delivered. You shall ensure that either You or a nominated adult (which You shall notify Us of if You are not available on the collection date) is at the address where collection is due to take place and that You ensure that access to the Goods is clear and free from obstruction. Should there be any requirement to remove doors or windows or carry out any other works or adjustments to enable the Goods to be taken from the collection address to Our transport that such works or adjustments are completed at Your own cost prior to the collection time window provided by Us to You. We shall not be obliged to collect the Goods if You do not comply with the requirements set out in this Clause 6.4. For the purpose of this clause 6.4, “collection time window” shall mean the window of time (a.m. or p.m.) that We inform You during which the collection shall be made.

2.5 You must take reasonable care of the Goods that You are returning to Us whilst they remain in Your possession before collection. You must return the Goods in their original packaging or, where the original packaging is not available, in suitable alternative packaging.