Returns & Refund Policy

The Royal Bed

Last updated: 21 October 2026

At The Royal Bed, we take pride in providing high-quality, handmade upholstered beds, ottoman storage beds, divan beds, TV beds and mattresses.

We want every customer to shop with confidence. This policy explains your rights regarding cancellations, returns, refunds and faulty products.

1. 14-Day Returns & Cancellation Rights

For eligible products purchased online, you have the right to cancel your order within 14 calendar days of receiving your goods, without giving a reason.

To exercise this right, please contact us within 14 days of delivery.

Once you have notified us of your cancellation, you have a further 14 calendar days to return the goods, unless we have agreed to collect them.

To request a return or cancellation, please contact our customer service team using the contact details below.

You may also use the model cancellation form provided at the end of this policy, although this is not compulsory.

2. Made-to-Order & Bespoke Beds

Most of our beds are handmade after an order is placed.

Being manufactured to order does not automatically exclude a product from the statutory 14-day cancellation right.

However, beds that are genuinely made to a customer's individual specifications or clearly personalised may be exempt from change-of-mind cancellation rights under applicable UK consumer law.

Where an exemption applies, this will be clearly explained before the customer completes their purchase.

This does not affect statutory rights where goods are faulty, damaged or not as described.

3. Return Conditions

For change-of-mind returns, we ask customers to:

• Handle and inspect goods with reasonable care.

• Avoid using products beyond what is necessary to examine them.

• Keep all supplied parts, fittings and accessories together.

• Retain original packaging where reasonably possible.

• Package returned products securely to prevent damage in transit.

Original packaging is not a mandatory condition for exercising statutory cancellation rights.

Where goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, we may make a lawful deduction for any resulting reduction in value.

4. Return Shipping & Collection Costs

Beds and other large furniture items normally require specialist furniture transportation.

For change-of-mind returns, customers are responsible for the direct cost of returning the goods where this responsibility and the applicable cost information have been disclosed before purchase.

For bulky items that cannot normally be returned by post, we will provide the required return-cost information, including a reasonable estimate where applicable, before the order is placed.

Customers may arrange suitable return transportation or contact us to discuss collection arrangements.

Where an item is faulty, damaged or not as described, we will cover reasonable return or collection costs where required by law.

Please contact us before returning any large furniture item so that we can provide the appropriate return instructions.

5. Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives.

If you receive an incorrect, damaged or faulty item, contact us as soon as reasonably possible.

Please provide:

• Your order number.

• A description of the problem.

• Photographs of the issue, where available.

We will review the issue and arrange an appropriate remedy in accordance with UK consumer law.

Under the Consumer Rights Act 2015, customers may have a right to reject faulty goods within 30 days, subject to the applicable legal requirements. Other rights to repair, replacement, price reduction or refund may apply.

Your statutory rights are not affected by this policy.

6. Mattress Returns

Mattresses are subject to applicable UK consumer protection laws.

Customers may inspect mattresses to establish their nature and characteristics.

For sealed mattresses, the statutory hygiene exception may apply where the goods are unsuitable for return for health protection or hygiene reasons and the qualifying seal has been removed after delivery.

Removing ordinary packaging does not automatically remove cancellation rights.

Faulty, damaged or misdescribed mattresses remain covered by statutory consumer rights.

7. Refunds

Where a customer validly cancels an eligible order, we will refund the amount required by law, including the original standard delivery charge where applicable.

Additional costs for an upgraded delivery service are not normally refundable.

We will issue the refund within 14 days of receiving the returned goods or receiving evidence that the goods have been sent back, whichever occurs first, where permitted by law.

Where we have agreed to collect the goods, the applicable statutory refund deadline will apply.

Refunds will normally be made using the original payment method unless otherwise agreed.

We do not charge an administration fee for exercising statutory cancellation rights.

Any lawful deduction for diminished value will be explained.

8. Exchanges

If you would like to exchange your bed for another size, colour, fabric or design, please contact us.

Exchanges are subject to availability and agreement.

Where an exchange is not available, your applicable statutory cancellation and refund rights remain unaffected.

9. Cancelling Before Delivery

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

For eligible distance-sale purchases, cancellation rights can generally be exercised before delivery.

For genuinely personalised or bespoke goods that qualify for a statutory exemption, cancellation may be restricted where this was clearly disclosed before purchase.

10. Return Arrangements

For security and efficient handling of large furniture returns, please contact our customer service team before sending any goods.

We will provide appropriate return instructions and, where necessary, help arrange specialist furniture collection.

Do not send large furniture items without confirming the return arrangements first.

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