If you experience any problems with your new product, please email our Customer Service team or telephone us on 01273 857388 anytime between 9.00am – 5.30pm Monday to Saturday.
Damaged items must be reported as soon as is reasonable after the delivery, preferably within 24hrs of receipt of goods. We would request that an image of the damage is emailed or posted to us as soon as possible. In some cases we may ask FIRA (Furniture Industry Research Association) to visit your home and assess the problem.
In the case of goods wrongly ordered or unwanted goods, we reserve the right to charge for the collection of these goods which is typically £50.00. All Goods must be returned in the original packaging and must be unused.
In some cases the customer may wish to return goods to us themselves. If the goods arrive back to us damaged, and that damage is not the result of our actions or negligence, then you may be liable to pay for the damage.
For reasons of health and hygiene we are unable to give refunds or credits on continental quilts, pillows and mattress toppers that have been opened unless they are faulty.
Beds & Mattresses
For reasons of health and hygiene we are unable to give refunds or credits on beds and mattresses that have been opened unless they are faulty.
We know it takes a while to get used to a new bed. The feel and comfort of a mattress is subjective and we offer no comfort guarantee once a product has been purchased. It is for this reason we encourage our customers to spend as much time as possible trying before they buy. In the unlikely event that a bed or mattress we have supplied is not to your liking, we are unable to exchange it.
The distance selling regulations give you the right to change your mind and cancel an order within 7 working days. For the sake of clarity, Saturday and Sunday are working days, Bank Holidays are not. If you decide to cancel, you should put this in writing, either by letter or email.
Customers should note that under Section 13 1 c of the Consumer Protection (Distance Selling) Regulations 2000, they do not have the right to cancel beds and mattresses that have been specially ordered to their specific specification. This applies to beds with multiple variants, where the bed has been manufactured specifically for the customer. For example where there is a choice of mattress spring tensions and divan base fabrics. This ruling will generally apply to all Relyon & Staples beds or mattresses ordered.
Your statutory rights are not affected in the event of faulty merchandise.
Refunds or exchanges can only be given on production of a valid receipt.