Refund policy

We understand that circumstances can change, and you may wish to return an item. This Return & Refund Policy outlines your rights and our terms for returns, refunds, cancellations, and exchanges.
Due to the bespoke nature of our products, certain conditions and charges apply.

1. Return Eligibility

We offer a 28-day return policy from the date of delivery.
To qualify for a return, the item must:

  • Be unused

  • Be in its original packaging with all labels attached

  • Be in a fully resellable condition

  • Include proof of purchase

Returns must be requested and approved before an item is sent back.

📩 To start a return, contact: sales@airahbespokebeds.com

Items sent back without prior approval will not be accepted.

2. Return & Collection Fees

Because 90% of our products are made to order, returns incur unavoidable courier charges:

  • Standard Bed Frame: £150 return fee

  • Ottoman Bed: £180 return fee

  • Accessories (pouffes, ottoman boxes, etc.): 50% return fee

  • Assembly Service: Non-refundable

These charges are non-negotiable, as they reflect the cost charged by our national courier.

3. Non-Returnable Items

The following items cannot be returned:

  • Ambassador beds

  • Bespoke or customised items, including:

    • Headboards 45” or higher

    • Split headboards

    • Made-to-measure bed sizes

  • Opened mattresses (for hygiene reasons)

  • Luxury collection items

  • Accessories made to special order

  • Products damaged by the customer

  • Products returned without packaging or returned in a damaged state

  • Items altered by the customer before dispatch (e.g., selecting a custom headboard height)

4. Faulty, Damaged, or Incorrect Items

Transit Damage

Damage in transit must be reported within 24 hours of delivery.
Transit damage does not qualify for a return — we will replace the affected part only.

Faulty Items

If a product is faulty, we will supply a replacement part.
Full returns are not accepted when a replacement part resolves the issue.

You cannot reject a replacement part.

5. Assembly-Related Conditions

  • Assembly fees are non-refundable, even if the service is declined on arrival.

  • Packaging is not removed by our assembly team — disposal is the customer’s responsibility.

  • If assembly fails due to home layout, insufficient space, or incorrect measurements, this does not qualify for a return.

    • We can send a specialist assembly team at £99.99.

6. How to Return an Item

Before returning an item, you must notify us via email or phone:
📩 sales@airahbespokebeds.com

Once approved, we will:

  • Arrange collection using our courier only

  • Provide return instructions

  • Confirm fees where applicable

You cannot use your own courier.

7. Refund Process

Once we receive and inspect your returned item, we will notify you of the approval or rejection.

If approved:

  • You will receive a refund for the product price, minus return fees

  • Original delivery costs are non-refundable

  • Refunds are issued to the original payment method within 10 business days

If more than 15 business days have passed after approval, contact us.

8. Order Cancellations

Orders can be cancelled within 48 hours of purchase.

After 48 hours, cancellation charges apply because production begins:

  • Bed Frame: £90 cancellation fee

  • Ottoman Bed: £120 cancellation fee

The following cannot be cancelled after 48 hours:

  • Higher headboards (45"+)

  • Ambassador beds

  • Bespoke or customised items

  • Accessories made to order

  • Split headboards

If cancelled beyond the allowed window, the item will incur a full charge.

9. Missed or Late Delivery

  • Missed delivery: Redelivery charges apply.

  • Late delivery:
    Delays caused by unexpected events (e.g., traffic, weather, van breakdown) do not qualify for a return or refund.

10. Exchanges

If you wish to exchange an item, you must first return the original product (if eligible).
Once accepted, you may place a new order.

11. EU Customers — 14-Day Cooling Off Period

If your order is being delivered to the European Union, you are entitled to cancel within 14 days of receipt, for any reason.
However, this does not override:

  • Non-returnable items

  • Bespoke/custom products

  • Hygiene-restricted items (mattresses)

The product must be unused, in original packaging, and resellable.

12. Why Return Fees Apply

Because most of our beds are handmade to order with thousands of customization options, returned items cannot always be resold, resulting in an immediate loss for us.
Return and cancellation fees help cover these unavoidable costs.

13. Contact Us

For all return or refund enquiries:

📩 Email: sales@airahbespokebeds.com