Refund Policy

Every item that leaves our doors is made to order to your specifications. Therefore, we don't accept returns of made-to-order items unless they are faulty or incorrect.

If you only realise after delivery that you are unhappy with the quality, or that we have sent you the wrong item, please contact our customer services team within 7 days of delivery so that we can either resolve your issue or facilitate your return. We may ask you to send us photos or videos of any areas of damage or imperfection in order to offer you a suitable course of action.

Please ensure that the item is returned in the condition in which it was received. If the item is not received in that condition, you will be charged for the repair of the item to return it to its original condition.

If an item does not fit up the stairs, it will be registered as a return after delivery. Until the outstanding costs of redelivery and adjustment have been paid, the new parts will not be delivered. Failure to settle the outstanding amounts within 14 days of request will lead to a cancellation of the order and the order will be logged as a return after delivery.

It is therefore imperative for customers to ensure the items ordered will fit up the stairs. Please contact us if you would like to discuss anything prior to ordering.

Orders that have not been delivered will be refunded within 14 days of notification. We will refund the purchase price, excluding our administration fee of 10% of the purchase price.

Orders that have been delivered and returned will be refunded within 14 working days after we receive your return. If the product is being returned because the customer has ordered the incorrect size, and in cases where the product is not faulty, there will be a charge of 50% of the purchase price to cover the admin, onward delivery and refund process.

You will not be charged for the delivery of a new part if the product we delivered is faulty or incorrect. However, if you choose not to exchange and instead opt for a return, the product will be deemed to have been delivered and returned and standard charges will apply.

For security reasons, you will be refunded on the card or payment method that you used to place your order.

Before our team arrives, please make sure the room is empty and there is enough clear space for two people to safely assemble your bed. Kindly remove any fragile or valuable items from the room and the access route beforehand.

While our delivery and assembly team will always take our best to protect your belongings, it remains the customer's responsibility to ensure nothing is left in harm's way when items are carried upstairs or during the assembly service.