Bedzy Basics King Size Pocket Spring Mattress (22.5CM Thickness)

Bedzy Limited Refund & Returns Policy
Last updated: 05th July 2022

The contents of bedzy.co.uk are the service offerings of Bedzy Limited, a limited liability company registered in England and Wales with company number 13833470. Bedzy Limited is a UK based online furniture, bed & mattress store. 

Customer Service Email: support@bedzy.co.uk

We want you to be 100% happy with your purchase. We believe in putting your convenience as our top priority, and as such our returns are simple and straightforward categorised into a 5 step guide below:  

We take great pride in our products. Each one has been rigorously tested to ensure it meets the highest standards of quality for your home. Your satisfaction is important to us, so we are committed to ensuring that your order arrives in perfect condition.

Should you need assistance, our support terms and conditions are organised into specific categories below to help resolve any issues quickly and efficiently:

Goods No Longer Needed (Change of mind)

You have 30 days from receipt of goods to return any unwanted orders. We’d love to know what went wrong and how we can improve, so please include as many details about the reason for your return & refund request when you reach out to us. Any refund or exchange is offered entirely at our own discretion and all goods and services must be unused. We cannot issue a refund once the goods or services are used. This does not affect your statutory rights.

Returns can only be refunded to the person who originally placed and paid for the order, and the refund can only be processed back to the same payment method. Refunds can take up to 14 days to be processed after receipt of the return, and the return to our warehouse must be at your own arrangement and cost. 

Please do not return the product to us without our prior consultation as we operate multiple warehouses and the return address will vary. We recommend using 'parcel monkey' or 'parcel to go' to compare costs for multiple courier companies and to book your collection once we have provided the return address. 

Non-refundable Goods Notice

Mattresses, mattress toppers, pillows, sheets and blankets are unable to be returned once opened due to health and safety concerns. Certain other types of items cannot be returned, like perishable goods, and custom products such as custom made beds, special orders or personalised items. Please get in touch if you have questions or concerns about your specific item. We do not accept returns on sale items or gift cards.

Laminate and Hard Floor Notice For Beds

If you plan to use our beds on a wooden, laminate, or tiled floor, it is essential to attach "anti-slip pads" to all the legs that come into contact with the floor. You can find these pads in felt or rubber materials at most hardware stores, and they are reasonably priced. These pads serve to protect your floor from marks and prevent slipping incidents. Please note that not applying these pads will result in no returns for the product and any requested spare parts.

Missing Parts

If your item appears to be missing any parts, please contact us within 30 days of delivery on support@bedzy.co.uk so we can assist you further in resolving the issue. When contacting us, please ensure you include the item name and code, along with the part you believe to be missing. If you have the instructions handy, we recommend circling the missing part on the instructions and sending the image to us for a faster resolution 

Unsatisfactory / Faulty Goods 

You have 30 calendar days from receipt of your order to report faulty items to our support team. In the unlikely situation that you receive a faulty or defective product, we will provide instructions for the return and give you a full refund (once inspected and approved) for a period of 30 days from the delivery of the order. Please contact our customer care team on support@bedzy.co.uk and follow the refund steps below to make a claim. 

Refund Process

How to request a refund:

1. Contact our customer Service team on support@bedzy.co.uk as soon as possible after receiving the goods or services, advise your reason for return and provide as much detail as possible about the issue.
2. Please include images and videos of the fault (If applicable) plus include your full name & order number. 
3. Advise your preferred resolution (Return, replacement, refund, spare parts supply etc)
4. If you are missing parts, please send us a photo of your instruction manual with the missing part circled. 
5. Once a refund is approved, you will receive the refund back via the original payment method you used to place the order with 14 days. Please do not include credit card information or other sensitive information in your communications with us.

Please note, we will not refund, repair or replace items if our products are misused, mishandled or installed incorrectly. Customers are responsible for following the directions / instructions and advice provided by the product manufacturers.

Our head office address is an office only and unable to accept returns. We will provide the warehouse return address upon application. Please do not return the product to us without our prior consultation as we operate multiple warehouses and the return address will vary depending on the item.