Richmond Ortho Mattress

Returns Policy

1. Bespoke Items

Our bespoke, made-to-order beds and sofas are designed and created as per your specific requirements. Therefore, these cannot be returned or exchanged unless found to have manufacturing defects or damaged during transit. We encourage you to thoroughly review your customisation choices before confirming your order. It is the customers responsibility to ensure all measurements provided are correct, including checking that it will fit into your home after delivery. Please note that due to the handmade nature of these items, there may be a small difference of 3-5cm from your provided measurements.

2. Special Order* Items

Our special order* tiles, given their unique nature, are not eligible for return. We strongly recommend ordering tile samples to ensure complete satisfaction with your choice before placing an extensive order.

All other special order* items including showers, baths, basins, toilets and related accessories, are also not eligible for return.

Due to hygiene, mattresses can not be returned once the packaging has been removed.

3. Standard Items

For all other items, such as accessories, lighting, lamps, outdoor furniture, you may return these within 14 days of receipt in adherence with Distance Selling Regulations.

Returned items must be in their original, unused, and undamaged condition, including original packaging. All returns must also be accompanied by a valid proof of purchase (receipt, order confirmation, invoice).

Where a returned item is not in its original, unused, and undamaged condition, including original packaging, a 35% restocking fee will be deducted from the return amount.

The cost for return postage is borne by the customer.