Returns & Refunds Policy

Last updated: 31 August 2026

This Returns & Refunds Policy applies to consumer purchases made from Top Beds, operated by TOP BEDS BESPOKE LTD.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Contact Details

Top Beds
TOP BEDS BESPOKE LTD
Company Number: 12783487

124 Gramfield Road
Crosland Moor
Huddersfield
HD4 5QD
United Kingdom

Telephone: 0330 133 2283
Email: info@topbeds.net

2. Change-of-Mind Cancellations

If you are a consumer purchasing eligible products online, you will normally have the right to cancel your order without giving a reason.

For eligible goods, the cancellation period normally ends 14 days after the day you receive the goods.

Where an order contains several items delivered separately, the cancellation period may run from the date you receive the final item.

To cancel, contact us clearly stating that you wish to cancel your order.

You may contact us by:

Email: info@topbeds.net
Telephone: 0330 133 2283

3. Bespoke and Personalised Products

UK law provides an exception to ordinary change-of-mind cancellation rights for certain goods that are:

  • made to the customer's specifications; or

  • clearly personalised.

Where a Top Beds product is genuinely manufactured specifically according to your individual requirements, cancellation rights may therefore be restricted.

However, simply selecting:

  • a standard colour;

  • standard fabric;

  • standard bed size;

  • standard storage option; or

  • another standard product option

does not automatically make an item legally bespoke.

We will only rely on the bespoke or personalised goods exemption where the relevant legal requirements are satisfied.

This exemption does not affect your rights if goods are:

  • faulty;

  • damaged;

  • misdescribed;

  • incorrectly manufactured; or

  • otherwise not in conformity with your contract.

4. Returning Cancelled Goods

If you validly cancel an eligible order, you must normally return the goods within 14 days of notifying us of your cancellation.

Beds, mattresses and furniture are large items, so you should contact us before arranging a return.

Please do not send large items directly to our address without first receiving return instructions.

Where UK law permits us to require you to pay the direct cost of returning a change-of-mind item, this will only apply where the required return-cost information was provided before you became bound by the contract.

Where an item is faulty, damaged, incorrect or otherwise non-conforming, we will bear reasonable return or collection costs where required by law.

5. Condition of Returned Goods

You may inspect eligible goods in a way similar to what would reasonably be allowed in a physical shop.

You should take reasonable care of products while they are in your possession.

If goods have been handled beyond what is reasonably necessary and their value has been reduced as a result, we may make an appropriate deduction from your refund where legally permitted.

Any deduction will reflect actual loss in value and will not be used as a cancellation penalty.

6. Refunds for Cancelled Orders

Where you validly cancel an eligible order, we will refund the amount due under applicable law.

This will normally include:

  • the price paid for the returned goods; and

  • the cost of the least expensive standard delivery option offered by us, where legally required.

Additional charges paid for premium or enhanced delivery may not be refundable beyond the cost of standard delivery unless required by law.

We may be entitled to wait until:

  • the goods have been returned; or

  • you provide evidence that you have returned them,

whichever occurs first.

Where applicable, refunds will normally be processed within 14 days of the relevant statutory refund trigger.

Refunds will usually be made to the original payment method.

7. Cancellation Before Dispatch

If you wish to cancel an order before dispatch, contact us as soon as possible.

For ordinary eligible products, statutory cancellation rights will apply.

For genuinely personalised or made-to-specification products, statutory change-of-mind cancellation rights may not apply.

If production has not begun, we may choose to accept cancellation of a bespoke order as a goodwill gesture.

8. Faulty Goods

Products supplied by Top Beds must meet applicable UK consumer standards.

Goods should normally be:

  • of satisfactory quality;

  • fit for purpose;

  • as described; and

  • in conformity with the contract.

If goods do not meet these requirements, statutory remedies may apply.

9. 30-Day Short-Term Right to Reject

Under the Consumer Rights Act 2015, consumers may have a short-term right to reject faulty or otherwise non-conforming goods within 30 days.

Where this right applies and is properly exercised, you may be entitled to a refund.

10. Repair or Replacement

Depending on the circumstances, you may have the right to request:

  • repair; or

  • replacement.

A statutory repair or replacement must normally be provided:

  • within a reasonable time;

  • without significant inconvenience; and

  • without imposing costs on the consumer that the law requires us to bear.

If repair or replacement is impossible, unsuccessful or not provided appropriately, further remedies may be available.

These may include:

  • a price reduction; or

  • a final right to reject the goods.

11. Problems Within Six Months

Where an eligible fault becomes apparent during the first six months after delivery, consumer law may presume in relevant cases that the problem existed at delivery unless we can establish otherwise.

The precise position depends on the nature of the goods and the fault.

12. Longer-Term Rights

Consumer rights can continue beyond 30 days and beyond any commercial warranty.

In England and Wales, certain contractual claims may potentially be brought for up to six years.

This does not mean every product has a six-year guarantee.

Whether goods are sufficiently durable depends on matters including:

  • the product;

  • its price;

  • expected lifespan;

  • description;

  • quality;

  • use; and

  • maintenance.

13. Damaged Deliveries

Please inspect your delivery as soon as reasonably practical.

If you notice visible damage, we recommend:

  • telling the delivery driver where practical;

  • taking photographs;

  • keeping relevant packaging; and

  • contacting us promptly.

Please photograph:

  • the complete item;

  • the damaged area;

  • packaging; and

  • any relevant product labels.

Not reporting damage immediately does not automatically remove your statutory rights.

14. Incorrect or Missing Items

If you receive:

  • the wrong product;

  • an incorrect size;

  • an incorrect colour;

  • missing parts; or

  • an incomplete order,

please contact us as soon as reasonably possible.

Where the mistake is ours, we will arrange an appropriate remedy and bear reasonable costs as required by law.

15. Access and Measurements

Before ordering large furniture, customers should check:

  • door widths;

  • staircases;

  • hallways;

  • room dimensions;

  • lifts;

  • turns and corners; and

  • other access restrictions.

Where an item is genuinely manufactured according to measurements supplied by the customer, customers are responsible for ensuring those measurements are accurate.

A correctly manufactured bespoke item will not ordinarily be considered faulty solely because it does not fit through a customer's access route.

This does not remove any statutory cancellation right applicable to an ordinary non-bespoke product.

16. Exchanges

Where statutory cancellation rights apply, you may cancel your eligible purchase.

If you prefer an exchange, we may agree to arrange one.

Any discretionary exchange may be subject to:

  • availability;

  • product condition;

  • price differences; and

  • collection or delivery arrangements.

17. Proof of Purchase

We may request reasonable proof of purchase.

This may include:

  • order confirmation;

  • invoice;

  • receipt;

  • bank transaction; or

  • another reasonable record showing purchase from Top Beds.

18. Promotions and Discounts

Refunds for discounted products will normally be based on the amount actually paid.

If a partial return affects eligibility for a multi-buy, bundle or promotional discount, the refund may be adjusted in accordance with the clearly disclosed terms of that promotion where lawful.

19. How to Request a Return or Refund

Please contact us and provide:

  • your full name;

  • order number;

  • delivery address;

  • product concerned;

  • reason for return or complaint; and

  • photographs where relevant.

Email: info@topbeds.net
Telephone: 0330 133 2283

Please do not dispose of allegedly faulty goods before giving us a reasonable opportunity to investigate unless disposal is reasonably necessary for safety reasons.