Last Updated: October 2025

At Heaven Beds Ltd, we want you to love your new bed as much as we loved making it.
If something isn’t right, we’ll do our best to make it right — within fair and reasonable terms.
Please read this policy carefully to understand your rights regarding returns, exchanges, and refunds.

If you have any questions, contact us at 📧 heavenbeds@gmail.com.

1. Your Right to Cancel (Cooling-Off Period)

Under UK consumer law, you have the right to cancel your online order within 14 days of receiving your goods.

To cancel, simply email us at heavenbeds@gmail.com within the 14-day window, stating your order number and reason for return.

Conditions:

  • The item must be unused, unassembled, and in its original packaging.
  • Returns are not accepted once an item has been used, assembled, or customized.
  • For hygiene reasons, mattresses or upholstered beds cannot be returned once unsealed unless found faulty.

If you cancel within this period and the product is in acceptable condition, we’ll issue a full refund (excluding any delivery or collection costs).

2. Made-to-Order & Custom Items

Many of our products are handmade to order. Once production begins, cancellations or refunds are not permitted unless there is a manufacturing fault or the wrong item was delivered.

If you wish to cancel before production starts, contact us immediately — we’ll do our best to assist.

3. Deposits

Deposits are non-refundable once the order is confirmed and in production, as outlined in our Terms & Conditions.
If Heaven Beds Ltd cancels your order (due to stock issues or production errors), your deposit will be refunded in full.

4. Returns Process

If you wish to return an item:

  1. Email us at heavenbeds@gmail.com with your order number and return reason.
  2. We’ll confirm whether your item qualifies for a return.
  3. If approved, you’ll receive return instructions and the return address.
  4. The product must be securely packaged for safe transit.

Customers are responsible for return shipping costs unless the item is faulty or incorrect.

5. Faulty or Damaged Items

We carefully inspect every order before dispatch, but if your item arrives damaged, defective, or incomplete, please:

  • Report the issue within 48 hours of delivery.
  • Provide clear photos showing the damage or fault.

Once verified, we’ll arrange one of the following, at no extra cost:

  • Replacement part
  • Product repair
  • Full product replacement

If a suitable replacement cannot be arranged, we’ll issue a full refund.

6. Refunds

Approved refunds will be processed back to your original payment method within 7–10 working days after we receive and inspect the returned item.

Please note:

  • Refunds exclude original delivery costs, except where items were faulty or sent in error.
  • If payment was split (deposit + remaining balance), refunds will follow the same structure.

7. Collection Service

If you prefer, we can arrange collection of your return.
Collection fees vary depending on your location but typically range between £60–£100 within the UK.

8. Exchanges

We may offer exchanges for eligible items (unopened and unused).
Exchange shipping costs are the responsibility of the customer unless the original item was faulty.

9. Warranty Claims

All our products are covered under the Heaven Beds Warranty:

  • 90-Day Comprehensive Warranty – for any manufacturing issues
  • 2-Year Parts Replacement Warranty – for structural or component faults

For warranty claims, contact us with proof of purchase and images of the issue.
Our team will inspect and arrange repair or replacement as appropriate.

10. Exceptions

We cannot accept returns or refunds for:

  • Used or assembled furniture
  • Custom or personalized orders
  • Clearance or sale items (unless faulty)
  • Mattresses once opened or used

11. Contact Us

For any return, refund, or warranty queries, please contact:
📧 heavenbeds@gmail.com
🌐 www.heavenbeds.com

Our customer support team aims to respond within 24–48 hours (Monday–Friday).