Returns & Refunds Policy

Heavenly Sleep

At Heavenly Sleep, we want you to feel confident when ordering from us. This policy outlines your rights and our procedures in accordance with UK consumer law.

1. Your Right to Cancel (Online Orders – UK)

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods.

To exercise your right to cancel, you must notify us in writing (email is acceptable) within 14 days of delivery.

Once you have notified us of cancellation, you have a further 14 days to return the goods.

Refunds will be processed within 14 days of us receiving the returned goods, or receiving evidence that they have been returned.

Refunds will be issued to the original payment method.

2. Return Costs

Due to the size and nature of our products (sofas, beds and large furniture), return collection costs are the responsibility of the customer unless the item is faulty.

• We can arrange collection on your behalf. Collection charges will be deducted from your refund.
• Return costs vary depending on location and item size.

3. Condition of Returned Items

You are entitled to inspect goods as you would in a showroom.

• Items must be returned in a resaleable condition and suitably packaged to prevent damage during transit. Where possible, original packaging should be retained and used for return.
• If goods are returned without adequate packaging and are damaged in transit, or show signs of use beyond reasonable inspection, we reserve the right to make a deduction from the refund to reflect any loss in value.
• The customer is responsible for ensuring the goods are safely packaged for return.

4. Made-to-Order & Custom Items

Many of our sofas and furniture pieces are made to order, including specific colour selections and configurations.

• Orders for made-to-order or customised items cannot be cancelled once production has commenced, unless the item is faulty.
• If you are unsure whether your item is made-to-order, please contact us before purchasing.

5. Damaged or Faulty Goods

Please inspect your items upon delivery.

If your goods arrive damaged:

• Notify the delivery driver where possible
• Note the damage on the delivery receipt
• Contact us within 48 hours with photographic evidence

Under the Consumer Rights Act 2015:

• Within 30 days of delivery, you are entitled to reject faulty goods for a full refund.
• After 30 days, we are entitled to offer a repair or replacement in the first instance.
• If a fault is confirmed, we will arrange repair, replacement or refund in accordance with your statutory rights.

6. Items That Cannot Be Returned

We cannot accept returns for:

• Made-to-order or customised items once production has started
• Items that have been assembled or altered
• Items damaged due to misuse or improper care

This does not affect your statutory rights.

7. Finance Orders

If your purchase was made using finance, any refund will be processed via the finance provider once goods have been returned and inspected.

8. Contact Us

To request a cancellation or return, please contact:

• Email: Info@shopheavenlysleep.com
• Website: www.shopheavenlysleep.com