Refund policy

Cancellations and returns

We want you to be 100% satisfied with any product you purchase from us at The Bay Bed Company Ltd. Under Consumer Regulations you have the right to cancel your order as long as you do so no later than 14 days after the day on which you receive the goods. If you would like to return an item to us you may do so within 14 days of receiving it. You have the right to cancel the contract within 14 days without giving a reason with the exception of shop soiled ex-display models and specially made orders such as custom sizes. Your right to cancel is void if the purchased product has been removed from its original packaging.

To exercise this right to cancel, you must inform us The Bay Bed Company Ltd, 35-37 Queen Street, Morecambe LA4 5EQ of your decision to cancel this contract by a clear statement in writing either by letter or email ( info@baybeds.co.uk).

Effects of cancellation – If you cancel this contract, we will reimburse to you all payments received from you. We will make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay and not later than – (a) 14 days after the day we receive back from you any goods supplied, or (b) if earlier, 14 days after the day you provide evidence that you have returned the goods, or (c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods. For goods which by their nature cannot be returned by post the cost is estimated at a maximum of approximately £100.

Goods which cannot be sent by post include mattresses and divans.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

If you requested to begin the performance of services during the cancellation period, you shall pay us an amount which is in proportion to what has been performed until you have communicated us your cancellation from this contract, in comparison with the full coverage of the contract.

Cancellation of orders for bespoke goods or special order goods by you

“Bespoke goods” means non-standard goods manufactured to a specification provided by you to us.

“Special order goods” means goods which are commissioned specifically for you from the manufacturer.

We will only accept notice of cancellations of orders for Bespoke goods or Special order goods if the order can be cancelled with our supplier without incurring a fee, if a fee is payable to our supplier to cancel the order any deposit paid by you will not be refunded. If we are able to cancel the order with our supplier without incurring a fee we will refund the deposit paid by you for the Bespoke goods in full within 14 days of receipt of the notice of cancellation. We do not accept cancellations for Bespoke goods at any time from (the earlier of either) 7 days from the date of the confirmation of your order or once we have confirmed the Bespoke goods are available for delivery. Please note Bespoke goods or Special order goods cannot be returned to us, this does not affect your rights under the Warranty for faults.

Transit damage

All goods are examined in detail by ourselves prior to despatch to ensure that they leave our warehouse in perfect condition. However, transit damage unfortunately can occur. If your purchase is showing obvious signs of transit damage upon delivery, please refuse to accept delivery and notify us immediately. If damage is only evident upon opening of packaging, then you must inform us within 24 hours of receipt. In either case, we will then arrange re-delivery of replacement goods as soon as possible.

Faulty goods

Goods are fully guaranteed against faults in manufacture, materials or workmanship for a minimum period of 12 months from delivery, dependent on the manufacturer.

If your goods develop a fault within 28 days of delivery, the goods may be returned for either refund in full, or replacement. Replacement only is offered after 28 days and before the end of the guarantee period. We will replace the goods with the same model or, if no longer available, substitute with an equivalent specification mattress or the same value towards the purchase of a new mattress.

Any mattress which develops a fault due to being used on a damaged base or where bed slats are greater than 75mm apart, will not be covered by the manufacturer’s guarantee. Turning and rotating of the mattress must be carried out as per the care instructions.

Any evidence of misuse, mistreatment, customer abuse or failing to maintain as per the care guide, will void the manufacturer’s guarantee.

No warranty is made in respect of commercial rather than domestic use.

Please note surface fillings of mattresses may flatten; this is called dipping or settlement and is normal with use.

The firmness/tension rating of mattresses is subjective and is offered as an indication; it is intended for general guidance only.

If you experience any problems with your mattress please contact us by telephone or email.