Terms and Conditions

Payment

We accept all major debit and credit cards. You can also pay by cash, however please do not send money through the post (coins and notes). Cheques are accepted however these must be paid at least 10 days prior to delivery, and we do not accept cheques on delivery as a form of payment. We also accept deposits (cash or card) with the remaining balance being paid through a debit/credit card (chip & pin only) or cash. Please note we do not accept £50 notes. We also accept payment via bank transfer or building society cheque – please contact us for more information.

When a bed/mattress is bought over the telephone, we will take a deposit (usually 10%) from a debit/credit card. We do not accept American Express over the phone. The full balance can then be paid as outlined previously. If paying by telephone, we will ask you to confirm your identity. This assists in protecting you and us from fraudulent transactions. If we decline this transaction on security grounds we may ask you to seek an alternative payment method or to advise you to visit our store.

Product Availability

At point of sale we will attempt to give you as accurate a delivery timescale as possible. Whilst this is given in good faith, these are only given as a guide and can be subject to change. Once we have received all items we will contact you to book a time suitable for delivery.

In the event of a product you have chosen being out-of-stock for a period significantly longer than what you have been quoted, we are able to: supply a similar product, offer you a loan item or offer a refund on the outstanding item.

Order Confirmation

We offer free delivery within a 30-mile radius of CW10 9AX. Our two-man delivery team will deliver your goods to your room of choice within your home. Goods can be delivered to secure locations i.e. Garages, but must be arranged prior to delivery,we are able to deliver nationwide, however a small fee will be charged to cover the cost of delivery:

30.01 to 60 miles - £40

60.01 to 90 miles - £60

90.01 to 120 miles - £100

120.01 to 180 miles - £150

180.01miles+ - £200

Delivery

We offer free delivery within a 30-mile radius of CW10 9AX. Our two-man delivery team will deliver your goods to your room of choice within your home. Goods can be delivered to secure locations i.e. Garages, but must be arranged prior to delivery. Where possible, we offer a morning or afternoon delivery slot and can also give you a call before we arrive, if required. Don’t hesitate to call us on 07598817257 if you have any queries regarding our delivery service.

We are able to deliver nationwide, however a small fee will be charged to cover the cost of delivery:

30.01 to 60 miles - £40
60.01 to 90 miles - £60
90.01 to 120 miles - £100
120.01 to 180 miles - £150
180.01miles+ - £200

Please note, a minimum order value must be met for us to deliver to these further distances, CW10 Beds and mattress outlet reserve the right to refuse acceptance of an order if we feel it would be unprofitable for us to fulfil. Please call us on 07598817257 for further details.

Additional delivery information

Please ensure access into your property is free from obstruction through to the bedroom, including tables, pictures, ornaments etc.

Beds are bulky items and our delivery staff are not permitted to remove their shoes. We are able to use over-shoes, but please ensure adequate carpet protection is down if required.

Although every effort is made to deliver your items within the given timeslot, delivery times are given as a guide only. If the delivery will be outside of the times given the delivery team will call ahead and liaise with you directly.

Installation of your new bed is chargeable and must be agreed prior to delivery.

We are unable to modify access to fulfil a delivery i.e. take a banister off, remove a door from its frame etc.

Free Disposal

Disposal of your old bed/mattress works on a ‘like-for-like’ basis and all items must be in a hygienic condition, dry, left inside and be dismantled and ready for removal. Disassembly is not included. We are able to offer a disassembly service, but this is chargeable and must be agreed prior to delivery – please contact us on 07598817257 for further details.

Please note, our ‘like-for-like’ Free Disposal service includes:

  • Mattresses.

  • Divan Bases and drawers.

  • Headboards.

  • Sofa Beds.

  • Bedroom Furniture.

We do not dispose of (including but not limited to):

  • Toppers.

  • Bedding including protectors, sheets and pillows etc.

  • Soft furnishings such as cushions, curtains etc.

  • Household items or appliances.

Disposal of Additional Items

Our disposal service works on a ‘like-for-like’ basis. We can offer an additional disposal service at the time of delivery only with details found below:

  • £50 per item.

  • Items defined as: mattress, base, headboard.

  • We do not dispose of other furniture or household items.

  • Take away from a separate address or an alternative date - £25.

Please note – our disposal service is only applicable with the purchase and delivery of a new bed or mattress. We do not offer this service independently. There is no cash value applicable to this service and if this service isn’t required the cost of your new bed or mattress will not be reduced.

Incorrect Order or Access Issues

If upon delivery you find the following issues:

  • I ordered the wrong size mattress.

  • My bed cannot be put into my bedroom (i.e. doesn’t go upstairs).

If the item/s is/are bespoke (made to your specification/your choosing) a restocking fee of 20% will be charged. You will then be given the remaining as credit to choose an alternative product. If the new item is of higher value you must pay the difference, but there will be no refund issued if the value is lower. Payment will be required at the time of choosing an alternative product.

‘Bespoke’ is defined as a product which has been made to your specification where you have chosen some/all but not limited to the following:

  • Headboard design.

  • Headboard/base/frame colour.

  • Upholstery material.

  • Specified base height.

  • Any item which has been specifically ordered for you.

If the item is not bespoke, we will return the item to cw10 beds and give you credit to the full amount of the purchase, or for the products we were unable to deliver. You can then choose an alternative product. If the new item is of higher value you must pay the difference, but there will be no refund issued if the value is lower.

If you choose to have a full refund on all items, we are able to offer a full refund less the cost of delivery. This will be charged at a cost is calculated based of how far the address is from CW10 9AX. Please note, this may be subject to change at the discretion of CW10 Beds

A partial refund can be given if part of the delivery is kept, and all items will be treated as individually priced and charged accordingly. In this instance a delivery charge will not be charged. Please note, partial refunds will be calculated on a case-by-case basis.

This policy only applies to new items in their original packaging only. Exchanges cannot be granted for issues including but not limited to being too high, the colour not matching other furnishings, not looking ‘right’ in the room, styles of beds, odours etc.

Faulty Goods

Goods are fully guaranteed against faults in manufacture, materials or workmanship for a minimum period of 12 months from delivery dependent on the manufacturer. No warranty is made in respect of commercial rather than domestic use. A fault is defined when a product is not considered fit for purpose by a reasonable person. If your goods develop a fault within 28 days of delivery, the goods may be returned for either refund in full less any costs, or replacement. Replacement only is offered after 28 days and before the end of the warrantied length (at least 12 months). These promises do not apply to faults caused by accident, neglect or misuse. Any claims must be made with details from your original receipt including your order number.

Returns Policy

Cw10 Beds do not operate a returns policy. In certain circumstances we may be able to offer the option to return a product, however this will be done on a case-by-case basis CW10 Beds offers no guarantee with regards to the availability of this option. Please note - items must be unused and sealed in their original packing.

Items excluded include but are not limited to: Opened/used items; pillows; mattress protectors; fitted sheets; clearance items or bespoke items ordered and made specifically for you.

Mattress Exchanges

In the unlikely event the mattress you have chosen doesn’t quite suit your personal needs we are able to exercise a mattress exchange policy:

  • You must have used the mattress for at least 7 nights.

  • A mattress exchange is limited to 14 days after delivery, we cannot offer an exchange on mattresses older than this.

  • Limited to 1 exchange only.

  • Only applicable when the mattress comfort level isn’t right. Issues exempt from the policy include, but are not limited to: bed or mattress height, bed or mattress colour, bed ‘style’, odours, size etc.

  • The mattress must be in immaculate condition with the use of a waterproof mattress protector.

A credit of 80% of the mattress’ purchase price will be offered against the original mattress. If the new item is of higher value you must pay the difference, but there will be no refund issued if the value is lower. Payment will be required at the time of choosing an alternative mattress.

CW10 beds reserves the right to withdraw this policy at any time if the mattress being returned is marked/stained/odorous – an inspection will be carried out by the delivery staff and the exchange will be refused if the mattress is found to be imperfect i.e. stained, containing human or animal hair, smoke damage etc.

Clearance Items

Items sold as ‘clearance’ or ‘ex-demonstration’ are sold-as-seen and Cw10 beds and mattress outlet cannot accept any claims once delivered with regards to cosmetic marks, comfort level, feel etc. All items come with a 12-month guarantee.

Warranties and Guarantees

Every product we sell comes with a standard manufactures warranty of 12 months from the date of delivery. The length and type of cover varies depending on each manufacturer and product, and more information can be found in store. Please note, your original receipt number must be produced if a claim is made – we are unable to process a claim if you cannot produce your original receipt.

Please be aware, if a claim is made and an item is replaced you do not receive another guarantee with the replacement product. You receive one guarantee/warranty per invoice.

Please note, claims are against manufacturing defect and do not cover the following issues including, but are not limited to normal wear and tear, mattress softening, fibre compression, damaged caused by misuse etc.

Warranty

The basis of a warranty must be identified as a manufacturing fault and caused by the makeup of the product which has deemed to have failed the agreed terms of the warranty. This is usually made up of an initial guarantee period followed by a sliding scale based on the percentage of years used against the initial cost of the item.

Representative Example

You buy a product for £499 with a 5 year warranty (1 year Guarantee + 4 year Warranty)

  • Fault after 10 months – Free replacement as it is within the initial guarantee period.

  • Fault after 2 year and 6 months – A replacement would be chargeable as it is within its 3rd year of cover. The sliding scale would dictate a charge of 40% of the cost of replacement, therefore a charge of £199.60 would be applicable).

Guarantee

A guarantee is an agreement between the manufacturer and the customer that damaged or defective goods will be repaired or replaced, at no additional cost to the customer, within a certain time frame, subject to conditions.

Representative Example

You buy a product for £999 with a 7 year Guarantee

If a fault develops within this period caused by manufacturing defect the item will be repaired or replaced at no cost.

Please note, the above coverages are in no way an indication of the lifespan of the mattress for which it has been issued. It is also important to note that the coverages are null and void in the case of a change of mind, choosing the wrong comfort level, failure to follow manufacturer’s instructions or misuse of the goods under warranty. We also reserve the right to refuse inspection and to invalidate the guarantee/warranty if the product is deemed to be soiled, burnt, stained, infested with insects or in an unsanitary condition.

Please note – cw10 beds and mattress outlet will deliver replacement items to the original delivery address free of charge. If you have changed address, we will still delivery free of charge up to a distance which we deem reasonable. If your new address is deemed too far you will be asked to cover the cost of carriage either in part or in full. Please note, this will be charged on a case-by-case basis.

Additional Charges

Additional Charges

Free Delivery

Free delivery within a 30-mile radius

30.01 to 60 miles - £40
60.01 to 90 miles - £60
90.01 to 120 miles - £100
120.01 to 180 miles - £150
180.01miles+ - £200

Cost of Delivery

Cost of delivery (if refunded) - cost is calculated based of how far the address is from CW10 0HE)

Up to 10 miles - £20
Between 10.01 and 18 miles - £30
Between 18.01 miles and 30 miles - £45
Over 30 miles - TBC

Disposal of Additional Items

£50 per item (base, mattress, headboard etc.

Take Away from Separate Address or Alternative Date

£25

Disassembly

Single - £40
Double - £50
King - £50
Super King - £60

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