Returns & Refund Policy

At Bed Point®, your comfort and satisfaction are our top priorities. We are committed to providing high-quality products and excellent customer service. Please read this policy carefully before placing your order.

Return Eligibility

Standard Products

Our standard, non-customised products are eligible for return within 30 days of delivery, provided that:

  • The item is unused and in its original condition.

  • The item is free from damage, stains, marks, odours, or signs of use.

  • The item is returned with all original packaging.

  • Proof of purchase (invoice or order number) is provided.

  • Mattresses must have their protective plastic covering intact unless the item is faulty.

Eligible standard products may be returned without a restocking charge, subject to inspection and approval.

Custom-Made & Personalised Products

Most Bed Point® products are manufactured specifically to customer requirements, including selected sizes, fabrics, colours, storage options, and other custom specifications.

As these products are made to order, they are not eligible for free returns.

If a customer wishes to return a custom-made product for reasons other than a confirmed manufacturing fault or transit damage, the following charges will apply:

  • A 30% manufacturing and restocking charge will be deducted from the refund.

  • Original delivery charges are non-refundable.

  • Return collection and transportation charges must be paid by the customer.

  • Return collection charges vary depending on product size and location and may be up to £120 or more in certain areas.

Custom-made, personalised, made-to-order, special-order, and clearance items are non-returnable unless faulty or damaged upon delivery.

Important – Damaged Deliveries Must Be Reported Before Unpacking

If your order arrives with visible packaging damage or appears to have been damaged during transportation, you must notify Bed Point® immediately before unpacking, assembling, or using the product.

To enable us to submit a claim with the courier company, customers must:

  • Report the issue within 48 hours of delivery. Send the proof on Email: info@bedpoint.co.uk

  • Provide clear photographs of the damaged packaging and product.

  • Keep all original packaging materials.

  • Refrain from unpacking, assembling, or using the item until instructed by our customer service team.

Please note that courier companies may reject transit damage claims if products are unpacked, assembled, or used before the damage is reported. Failure to report visible delivery damage before unpacking may affect our ability to process a claim, replacement, or refund.

Damaged or Defective Items

If your bed, mattress, or furniture item arrives damaged or develops a manufacturing fault, please contact us immediately.

As our products are custom-made, Bed Point® does not automatically replace entire products where only a specific component is damaged or defective.

Where appropriate, we will:

  • Replace the damaged or faulty part(s) only.

  • Repair the affected component where practical.

  • Provide replacement parts at no additional cost where the fault is confirmed.

Full product replacement will only be considered where a repair or component replacement is not reasonably possible.

Colour Selection & Samples

We make every effort to ensure that product images accurately represent the colours and materials available.

However, colours may appear differently depending on screen settings, device displays, lighting conditions, and photography.

To help customers make an informed choice:

  • Bed Point® offers free fabric samples upon request.

  • We strongly recommend ordering fabric samples before placing an order.

As products are custom-made to the customer’s selected colour and fabric:

  • Returns, exchanges, cancellations, or refunds based on colour preference, colour variation, or dissatisfaction with a selected colour are not accepted.

  • Customers remain responsible for their final colour and fabric selection once production has commenced.

For further information, please refer to our Colour Accuracy Policy.

Return Process

  1. Contact our customer service team at info@bedpoint.co.uk within 30 days of receiving your order.

  2. Our team will review your request and determine whether the matter qualifies for repair, replacement parts, collection, return, or refund.

  3. If approved, we will provide instructions for return shipping or collection.

  4. Returned products will be inspected upon receipt.

  5. Any applicable refund will be processed after inspection and approval.

Refund Timeline

  • Approved refunds will be processed within 7 business days after the returned item has been received and inspected.

  • Refunds will be issued to the original payment method used for purchase.

  • Delivery, collection, transportation, assembly, disassembly, and service charges are non-refundable unless the return is due to a confirmed manufacturing defect or an error made by Bed Point®.

Assembly & Disassembly Charges

Where assembly services were arranged through Bed Point® or our delivery partners:

  • We may arrange collection of faulty products where required.

  • Replacement parts will be supplied where applicable.

However, please note:

  • Assembly and disassembly services are carried out by independent third-party providers.

  • Any charges relating to reassembly, re installation, customer-requested exchanges, colour changes, returns, or disassembly for collection are the responsibility of the customer.

  • Bed Point® does not reimburse assembly or disassembly fees charged by third-party service providers.

  • If a customer assembles, uses, or modifies a damaged product before reporting the issue, any resulting collection, handling, disassembly, or replacement costs may become the customer’s responsibility.

We strongly recommend contacting us immediately upon discovering any issue so that we can provide the quickest and most suitable resolution.

Non-Refundable Circumstances

Refunds or returns will not be accepted where:

  • The product has been used, damaged, altered, or assembled contrary to our instructions.

  • The customer has selected an incorrect size, colour, fabric, or specification.

  • The customer wishes to return a custom-made product due to a change of mind.

  • The customer refuses replacement parts or a repair solution for a minor manufacturing issue or transit damage.

  • Damage has occurred due to misuse, improper assembly, neglect, or normal wear and tear.

Contact Us

For any questions regarding returns, refunds, damaged items, replacement parts, or delivery issues, please contact us. We will acknowledge your inquiry as soon as possible and, following any necessary internal investigation, provide you with an update within 7 days, and no later than seven calendar days from the date we receive your inquiry.

 

Last Updated: June 2026

This policy should be read alongside our Colour Accuracy Policy, Terms & Conditions, and Delivery Policy.