Returns & Complaints Policy

We want you to love your purchase. If something isn't right, we'll make it right — simply and without fuss.

📦
Return Window
14 Days

🚚
Return Shipping
We Cover It

✅
Faulty Items
Refund or Replace

Your Right to Return

You may return any item within 14 days of delivery, provided it is unused, in its original condition, and in the original packaging where possible.

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods. We honour this fully and make the process as straightforward as possible.

Please note: Mattresses that have been opened or used cannot be returned for hygiene reasons, unless they are faulty or damaged upon arrival.

How to Make a Return

Contact us within 14 days of receiving your order by emailing info@henleymayfairbeds.com. Please include your order number and reason for return.

We'll confirm within 48 hours and arrange free collection from your address at a time that suits you.

We collect the item — no need for you to drop it off or arrange couriers. We handle everything.

Your refund is processed within 5–7 working days of the item being collected and inspected.

Damaged or Faulty Items

We take quality seriously. If your item arrives damaged or develops a fault, you are entitled to either a full refund or a free replacement — the choice is entirely yours.

Issue	Your Options	Timeline
Damaged on arrival	Full refund or free replacement	Report within 48hrs of delivery
Missing parts	Parts sent free of charge or replacement	Report within 7 days
Manufacturing fault	Full refund or free replacement	Report within 30 days
Wrong item delivered	Correct item sent or full refund	Report within 48hrs of delivery

Tip: Where possible, please photograph any damage before contacting us — this helps us resolve your case faster and improve our quality control.

Raising a Complaint

We take all complaints seriously and aim to resolve every issue promptly and fairly. Here's what to expect when you raise a complaint with us:

Email us at info@henleymayfairbeds.com with your order number, a description of your complaint, and any supporting photos.

Acknowledgement within 24 hours — you will receive a confirmation that we have received your complaint and an initial response.

Resolution within 5 working days — we aim to fully resolve all complaints within this timeframe. If more time is needed, we will keep you updated.

Refunds

All approved refunds are issued to your original payment method. Please allow 5–7 working days for the refund to appear in your account after we have confirmed the return.

If you paid by debit or credit card, your bank may take an additional 2–3 days to process the credit. We have no control over this timescale once the refund has been issued from our side.

Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned unless they are faulty:

Item	Reason
Opened mattresses	Hygiene regulations
Pillows & bedding (opened)	Hygiene regulations
Custom or bespoke orders	Made to your specification

Need to start a return or complaint?

Our team will respond within 24 hours, Monday to Friday.

📧 info@henleymayfairbeds.com