Refunds, Returns, Faults and Delivery Policy

Last updated: 21 August 2026

This policy applies to purchases from Highstreet Beds Limited (17180482) trading as Highstreet Beds.

Nothing in this policy limits or excludes customers’ statutory rights under UK consumer law.

Checking Your Order on Delivery

Customers should inspect all products and packaging carefully when their order is delivered. Where possible, any visible damage, missing parts or incorrect items should be shown to the delivery team and recorded before they leave.

Please photograph any damage and contact us within 24 hours of delivery so that we can investigate and resolve the issue quickly.

Not reporting an issue within 24 hours does not remove your statutory rights. However, we are not responsible for damage caused after delivery through moving, incorrect assembly, misuse, accidental damage or handling by the customer or another third party. Where damage is reported after delivery, we may request photographs or other evidence to establish its cause.

Faulty, Damaged or Incorrect Products

All products must be of satisfactory quality, fit for purpose and as described.

If a product arrives faulty, damaged or incorrect, please contact us promptly with:

Your name and order number
A description of the problem
Clear photographs or videos showing the issue
Photographs of the packaging, where relevant

Customers may have a short-term right to reject faulty goods within the first 30 days and receive a refund. Alternatively, they may choose or agree to a repair or replacement.

After the initial rejection period, we will normally repair or replace the faulty component at no cost and within a reasonable time. If the affected component cannot reasonably be repaired or replaced, we may replace the complete product. If repair or replacement is impossible, unsuccessful or causes significant inconvenience, the customer may be entitled to a price reduction or refund under consumer law.

We will cover reasonable collection or return costs where goods are confirmed to be faulty, damaged on delivery or incorrectly supplied.

Online and Telephone Orders

For eligible products ordered online or by telephone, customers may cancel without giving a reason by contacting us within 14 days beginning the day after delivery.

After notifying us of the cancellation, customers have a further 14 days to return the goods.

Customers may inspect products as they would in a showroom, but they are responsible for any reduction in value caused by unnecessary handling, assembly, use, staining or damage.

Unwanted goods must be returned:

Complete and in resalable condition
With all components and accessories
In their original packaging where reasonably possible
Together with any complimentary products supplied with the order

Customers are responsible for the direct cost of returning unwanted goods. Because beds, mattresses and sofas are bulky, our collection charge is £150.

Where applicable, we will refund the original standard delivery charge. Additional services or enhanced delivery charges, including above-ground-floor delivery, are not normally refunded for change-of-mind cancellations.

Bespoke and Personalised Products

The standard change-of-mind cancellation right does not normally apply to products genuinely made to the customer’s specifications or clearly personalised.

We will tell customers before purchase when a product is considered bespoke or personalised. This exception does not affect the customer’s rights if the product is faulty, damaged, incorrectly supplied or not as described.

Showroom Purchases

There is no automatic legal right to return a showroom purchase simply because the customer has changed their mind.

As a voluntary policy, we may consider a change-of-mind return where the customer contacts us within 24 hours of delivery and the product is unused, unassembled, undamaged and not bespoke or personalised. Acceptance remains at our discretion, and return or collection costs may apply.

This does not affect statutory rights concerning faulty, damaged or misdescribed goods.

Cancelling or Rearranging a Scheduled Delivery

We must receive any request to cancel or rearrange a scheduled delivery at least 48 hours before the confirmed delivery date and time.

Customers should contact us by telephone, WhatsApp or email and obtain confirmation that their request has been received.

Requests received less than 48 hours before delivery may be too late to stop the order from being loaded or dispatched. In these circumstances:

We cannot guarantee that the scheduled delivery will be cancelled
The delivery team may still attempt delivery
Cancelling or refusing the delivery does not automatically cancel the order
Reasonable failed-delivery, collection or redelivery costs may apply
Bespoke or personalised orders will not normally be cancelled solely because delivery has been refused
Any refund will depend on the customer’s statutory rights and the reasonable costs or losses resulting from the late cancellation

Where a cancellation right does not apply, including certain bespoke or personalised orders, we may retain an amount that reasonably reflects manufacturing, handling, transport and other direct losses. We will take reasonable steps to reduce those losses.

This 48-hour delivery-notice requirement does not remove:

A valid statutory cancellation right for an eligible online or telephone order
Rights relating to faulty, damaged or incorrectly supplied goods
Any other rights provided by UK consumer law

Measuring Your Room and Access

Customers are responsible for checking all relevant measurements before placing an order.

Please measure:

The room where the product will be placed
Doorways and entrance doors
Hallways and corridors
Staircases, including their width and height
Landings and turning spaces
Lifts and communal entrances
Low ceilings, bannisters or other obstructions

Customers should compare these measurements with the product dimensions shown on the relevant product page. If dimensions are unavailable or unclear, please contact us before ordering.

We are not responsible where a correctly described and correctly measured product cannot fit into the customer’s room or pass through the available access because the customer did not measure correctly or did not provide accurate access information.

If delivery cannot be completed because the product will not fit through the available access, this will not be treated as a product fault.

Voluntary Exchanges for Non-Faulty Products

If a correctly supplied, non-faulty product does not fit because of the customer’s measurements, room size, staircase or access, we may offer a voluntary exchange at our discretion.

Where an exchange is accepted, the following charges may apply:

An exchange charge of up to 50% of the original product price
An additional £80 collection and redelivery charge

These charges cover reasonable collection, handling, restocking, remanufacturing, administration and redelivery costs. The final charge will not exceed the reasonable loss and costs caused by the exchange. We will explain the applicable charge and obtain the customer’s agreement before arranging the exchange.

The returned product must be complete, clean, undamaged and suitable for collection. We may refuse a voluntary exchange if the product has been damaged, stained, altered or used beyond reasonable inspection.

These exchange charges do not apply where:

The product is faulty, damaged on delivery or not as described
We supplied the wrong product or size
The customer is exercising a valid statutory cancellation right
The product dimensions supplied by us were incorrect
Consumer law provides another remedy

Refunds

Eligible refunds will be issued to the original payment method unless otherwise agreed.

For online change-of-mind cancellations, refunds will normally be processed within 14 days after we receive the returned goods or acceptable evidence that they have been returned.

For faulty goods, refunds will be processed without undue delay and normally within 14 days after we agree that the customer is entitled to one.

We may make a reasonable deduction where returned goods have lost value because they were handled or used beyond what would be permitted when examining them in a showroom.

Two-Year Warranty

Purchased products include an additional two-year warranty beginning on the delivery date.

During this period, we will normally repair or replace the component affected by a confirmed manufacturing fault. If the component cannot reasonably be repaired or replaced, we may replace the complete product.

The additional warranty does not cover:

Normal wear and tear
Accidental or deliberate damage
Stains, liquid damage or improper cleaning
Damage caused while moving the product
Incorrect or unauthorised assembly
Misuse, neglect or failure to follow care instructions
Alterations or repairs undertaken without our approval

Complimentary mattresses and complimentary pillows are not covered by our additional two-year warranty. This exclusion does not remove any statutory rights that may apply to those items.

Proof of purchase may be required for warranty claims.

Delivery Areas

We deliver to addresses in England, Wales and Scotland only. We do not currently deliver to Northern Ireland or destinations outside these areas.

We normally deliver throughout England, Wales and Scotland. However, additional delivery charges may apply to remote, island, offshore, Highland or other outlying locations that require extra travel or specialist arrangements.

Any additional delivery charge will be calculated using the delivery postcode and access information. The charge will be clearly explained and must be agreed by the customer before we accept and confirm the order.

If we cannot deliver to an address, or the customer does not agree to an additional delivery charge, we will cancel the order and return any payment already made.

Customers should contact us before ordering if they are unsure whether their address is within our standard delivery area.

Delivery Access and Upper Floors

Standard delivery includes delivery to a suitable room on the ground floor, provided access is safe and reasonable.

Delivery to any floor above ground level must be arranged in advance and carries an additional £50 charge.

Customers are responsible for:

Ensuring the product will fit through all available access
Clearing a safe delivery route
Informing us about stairs, flats, lifts or restricted access
Making us aware of parking or delivery restrictions

Our delivery team may refuse to carry an item above ground level or through an unsafe or unsuitable route.

Damage caused after delivery by moving a product to another room or floor without our team is not covered unless the damage resulted from an existing product fault.

How to Contact Us

To request a return, exchange, cancellation or refund, or to report a fault, contact:

Highstreet Beds
Email: info@highstreetbeds.co.uk
Telephone/WhatsApp: 07759 994060
Address: 55 Barkly Road, Beeston, Leeds, LS11 7EN

Please include your order number and supporting photographs where applicable.