Cancellations, Returns & Refund Policy
Cancellations and Returns Policy for Custom Made-to-Measure Mattresses and Toppers
Key Points:
- All mattresses and toppers are bespoke and made-to-measure.
- No returns or refunds once production has commenced.
- Cancellations accepted only before production begins.
- Carefully check your order details before purchase.
At mybespokemattress.com, we specialise in bespoke, made-to-measure mattresses and toppers. Production begins shortly after your order is placed. This policy outlines our procedures for cancellations and returns, in accordance with the Consumer Contracts Regulations and the Consumer Rights Act 2015.
Accidental Ordering
We strongly urge all customers to double-check their order details, particularly ensuring that the caravan model corresponds to the mattress or topper model they are ordering, before finalising the purchase. Due to the bespoke nature of our mattresses and toppers, we cannot accept returns, cancellations, or provide refunds if incorrect size, type, or specifications are ordered. It is your responsibility to ensure the accuracy of your order. If you need assistance or have questions prior to placing your order, our dedicated team is always ready to help.
Cancellations
If you decide to cancel your order, please contact us immediately. If production has not yet started, we will assist you through the cancellation process and provide a full refund without any incurred fees. However, once production has begun, cancellations and associated refunds are not possible due to the customised nature of the mattresses and toppers.
Returns
In line with the Consumer Contracts Regulations and the Consumer Rights Act 2015, we cannot accept returns or process refunds for bespoke or made-to-measure mattresses and toppers once production has commenced. We strongly urge our customers to carefully consider their purchases prior to placing an order.
Our Commitment
At mybespokemattress.com, our aim is to ensure a seamless and satisfying experience for our valued customers. If you have any enquiries or concerns regarding cancellations or returns, please do not hesitate to contact us. Our dedicated team is always ready to assist and provide further clarification on our policies based on the existing legal framework.
Damages and Issues
Upon receiving your order, we kindly ask you to inspect the item immediately. If the product is defective, damaged, or if you receive the incorrect item, please get in touch with us at your earliest convenience so that we can assess the issue and rectify it promptly in compliance with the Consumer Rights Act 2015.
Refund Process for Approved Cases
In the rare event that a refund is approved (e.g., for damaged items or cancelled orders before production), we will notify you after we have received and inspected your returned item. If approved, you will be automatically refunded via your original payment method within 10 working days. Please note that it may take additional time for your bank or credit card company to process and post the refund. If more than 15 working days have passed since we approved your refund and you have not received it, please contact us.
Please note that this policy is in accordance with current UK law. However, for specific legal advice, customers should consult with a legal professional.