Returns & Refund Policy
At Caledonian Beds, all customers are responsible for carefully reviewing product specifications, measurements, colours, materials, and delivery requirements before placing an order. By completing a purchase, customers acknowledge and accept that slight variations in colour, texture, finish, stitching, firmness, and dimensions may occur due to lighting, screen settings, manufacturing tolerances, and handcrafted production processes. Such variations shall not be considered faults or grounds for return, refund, or exchange.
Customers must inspect all goods immediately upon delivery and report any damages, defects, missing items, or delivery issues within 24 hours together with clear photographic evidence. Claims submitted outside this timeframe may be rejected at our discretion and may invalidate eligibility for refunds, replacements, exchanges, or warranty claims.
For hygiene and health protection reasons, mattresses cannot be returned, exchanged, refunded, or cancelled once opened, used, unsealed, stained, marked, damaged, or removed from their protective packaging unless confirmed faulty under applicable consumer law. Any mattress returned in an unsanitary condition or showing signs of use, odours, staining, pet hair, moisture, misuse, or damage will automatically void any return or refund eligibility.
Custom-made, made-to-order, personalised, upholstered, or special-order products are strictly non-refundable and non-cancellable once production, preparation, or material ordering has begun. Deposits paid towards custom or made-to-order items are non-refundable under all circumstances except where required by law.
Returns will only be considered where goods are confirmed to have a genuine manufacturing defect. Refunds, replacements, repairs, or exchanges remain entirely subject to inspection, assessment, and approval by Caledonian Beds. We reserve the right to refuse any return request where products show signs of accidental damage, misuse, improper assembly, commercial use, unauthorised modifications, improper handling, normal wear and tear, or failure to follow care and maintenance instructions.
Customers are solely responsible for ensuring all ordered items will fit through doorways, staircases, hallways, lifts, and property access routes before purchase. Caledonian Beds shall not be held liable for failed deliveries, access restrictions, customer measurement errors, or items that do not fit within the property after delivery. In such cases, return, collection, storage, or redelivery charges may apply.
Where a return is approved, products must be returned unused, fully packaged where possible, and in original condition. Caledonian Beds reserves the right to deduct reasonable costs relating to collection, transportation, administration, cleaning, repair, restocking, or damage from any refund issued where permitted by law.
Nothing within this policy affects statutory consumer rights under applicable law.
