Cancellations, Returns & Refunds
Please be informed that all mattresses featured on MyBespoke Mattress.com are bespoke, made-to-measure, and production begins shortly after your order is placed. As per the Consumer Contracts Regulations and the Consumer Rights Act 2015, we have specific policies concerning cancellations and returns for these custom items.
Accidental Ordering: We kindly ask all our customers to double-check their order details, particularly ensuring that the caravan model corresponds to the mattress model they are ordering, before finalising the purchase. Given the bespoke nature of our mattresses, we cannot accept returns, cancellations, or provide refunds if the incorrect mattress size, type, or specifications are ordered due to a mismatch between the caravan and mattress model. 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. We strongly advise a thorough verification of your requirements to prevent any accidental ordering.
Cancellations: Should you decide to cancel your order, we request that you contact us promptly. If the production has not yet started, we will assist you through the cancellation process and provide a full refund without any incurred fees. Please note that once the production has started, due to the customised nature of the mattresses, cancellations and associated refunds are not possible. It is crucial to make any cancellation decisions before the initiation of production to avoid any complications.
Returns: In line with the Consumer Contracts Regulations and the Consumer Rights Act 2015, we regret to inform you that we cannot accept returns or process refunds for bespoke or made-to-measure mattresses once production has commenced. The customised nature of these products restricts us from offering refunds or accepting returns after the production process begins. We strongly urge our customers to carefully consider their purchases prior to the start of production.
Our Commitment: At MyBespoke Mattress.com, our aim is to ensure a seamless and satisfying experience for our valued customers. If you have any inquiries 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 Timeline: We will notify you after we have received and inspected your returned item, informing you whether the refund has been approved. If it is approved, you will be automatically refunded via your original payment method within 10 business days. Please bear in mind that it may take additional time for your bank or credit card company to process and post the refund. If more than 15 business 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.