1. Made-to-Order Manufacturing
All products sold by Online Bed Store are manufactured to order in our UK factory. We do not hold stock items. Each item is produced specifically for the customer based on the size, colour, fabric, configuration, storage type and other options selected at checkout.
Customers are responsible for ensuring that all product selections are correct prior to placing an order.
Where goods are made to a customer's specification or clearly personalised, cancellation rights may be restricted once manufacturing has commenced.
If a cancellation request is received after production has started, we reserve the right to deduct reasonable manufacturing costs from any refund.
2. Order Cancellation (Before Dispatch)
Orders may be cancelled before dispatch by contacting:
If the order has not entered production or left our premises, a full refund will be issued within 48 hours to the original payment method.
If production has already commenced, we may deduct reasonable manufacturing and administration costs.
3. Cancellation After Delivery (Cooling-Off Period)
Under the Consumer Contracts Regulations 2013, customers have the right to cancel within 14 days of receiving their order.
To exercise this right customers must:
- notify us within 14 days of delivery
- return the item to us
Because our goods are large furniture items, specialist transportation is required.
4. Return Transport Costs
Unless the item is faulty, customers are responsible for return transport costs.
If we arrange collection through our delivery partner, a £60 collection charge will apply.
This covers the cost of a two-person furniture collection service.
5. Assembled, Used or Unboxed Items
Once goods have been assembled, installed, or used, they may no longer be in a condition suitable for resale.
Where a product has been assembled or shows signs of use, we reserve the right to apply a restocking fee of up to 50% of the order value.
This fee covers:
- manufacturing costs
- transport
- handling
- inspection
- repackaging
- restocking losses
6. Delivery Inspection Requirement
Customers must inspect goods upon delivery.
Any damage, missing parts or issues must be reported within 48 hours of delivery with supporting photographs.
Claims reported after this period may not be accepted as delivery-related damage.
7. Access Responsibility
Customers are responsible for ensuring that ordered goods will fit through doorways, staircases, hallways and into the intended room.
We cannot accept cancellations or returns due to:
- restricted access
- incorrect measurements
- inability to manoeuvre items within the property
8. Failed Delivery / Delivery Refusal
Deliveries are completed using a two-person furniture delivery service.
If delivery cannot be completed due to circumstances beyond our control, including:
- refusal of delivery
- no one present at the property
- restricted access
- incorrect delivery information
the following charges may apply:
- £60 failed delivery charge
- £60 return transport charge
- up to 50% restocking fee where applicable
9. Colour, Fabric & Visual Representation
Product colours may vary due to:
- screen resolution
- lighting conditions
- device settings
- fabric batch variations
These differences do not constitute a fault.
Customers concerned about colour accuracy should request fabric samples prior to ordering.
10. Manufacturing Tolerances
Due to the nature of furniture manufacturing, minor variations may occur in:
- dimensions
- stitching
- upholstery alignment
- fabric texture
- finishing details
Such variations fall within normal manufacturing tolerances and do not constitute defects.
11. Mattress Hygiene Policy
For hygiene and safety reasons, mattresses cannot be returned once opened, used or slept on, unless confirmed to be faulty.
12. Mattress Settlement Period
All new mattresses require a settlement period.
During the first 4–6 weeks, fillings may compress and soften slightly as the mattress adapts to normal use.
This is not considered a fault.
Customers should rotate the mattress regularly to ensure even settlement.
13. Compressed Mattress Expansion
Some mattresses are compressed for transportation.
After unpacking, mattresses may require 24–72 hours to fully expand.
Temporary creasing, unevenness or firmness changes during this period are normal.
14. Ottoman Gas Lift Operation
Ottoman beds use gas lift pistons calibrated for use with a mattress weight applied.
If a mattress is too light or not present, the mechanism may:
- remain open
- feel stiff to close
- operate differently
This is not considered a product fault.
15. Assembly Responsibility
Many products require customer assembly.
Customers must follow the provided instructions carefully.
Damage caused by:
- incorrect assembly
- misuse
- modification
- use of incorrect tools
is not considered a manufacturing defect.
16. Faulty Products
If a genuine manufacturing fault occurs, we will arrange one of the following remedies in accordance with the Consumer Rights Act 2015:
- replacement parts
- repair
- product replacement
- refund where appropriate
Faults must be supported with clear photographs and details.
17. Refund Processing
Once returned goods are received and inspected, refunds will be issued to the original payment method.
Please allow up to 10 working days for the refund to appear depending on your bank.
18. Customer Responsibility
By placing an order, customers confirm that they have:
- checked product specifications
- confirmed access for delivery
- read and agreed to our Terms, Delivery and Returns Policy
19. Contact
For all enquiries please contact:
