RETURNS, CANCELLATIONS & REFUNDS

Cancellations

Orders may be cancelled before production has started.

As our beds and mattresses are individually manufactured to order in the configuration selected by each customer, cancellation is no longer possible once production has started.

If an order is cancelled before production starts, payments made for the cancelled products will be refunded using the original payment method.

Right of Withdrawal

Consumers purchasing online within the European Union generally have the right to withdraw from their purchase within 14 days of receiving the goods.

This right is subject to the exceptions provided by applicable consumer law, including goods made to the consumer's specifications or clearly personalised.

Made-to-Order Beds and Mattresses

Our beds and mattresses are individually manufactured to order according to the configuration selected by the customer. Depending on the product, customers select specifications such as model, dimensions, firmness, textile and colour, legs, headboard and other available options.

These products are manufactured specifically according to the customer's selected specifications and are therefore not eligible for the statutory 14-day right of withdrawal where they qualify as goods made to the consumer's specifications or clearly personalised under applicable consumer law.

This does not affect our policy allowing cancellation before production has started.

Other Products

For products that are not made to the customer's specifications or clearly personalised, you may exercise your statutory right of withdrawal within 14 days of receiving the goods, where applicable.

To exercise your right of withdrawal, use the Withdraw from Contract function available on our website.

Returns

Where a product is eligible for return, you must notify us of your withdrawal within the applicable 14-day period.

You are responsible for the direct cost of returning the goods unless otherwise required by applicable law.

Customers may inspect products to the extent reasonably necessary to establish their nature, characteristics and functioning. We may reduce the refund to reflect any diminished value caused by handling beyond what is reasonably necessary.

Refunds

For valid withdrawals, refunds will be made in accordance with applicable consumer law and using the same payment method used for the original transaction unless otherwise agreed.

We may withhold reimbursement until we have received the returned goods or you provide evidence that the goods have been sent back, where permitted by law.

Once the refund has been processed, your bank or payment provider may take additional time to credit the funds to your account.

Faulty or Damaged Products

The above restrictions do not affect your statutory rights if a product is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract.

Please contact Jensen Store if there is a problem with your order.