Return & Refund Policy – Premium Comfort

At Premium Comfort, every bed is made to order, crafted only after you select your preferred design and colour. Because each item is custom-made, we take responsibility only where the product arrives damaged, defective, or significantly different from what was advertised.

14-Day Return Window

You may return your item within 14 days of delivery, provided the following conditions are met:

Return Conditions

  • Products must be in their original packaging.
  • Items that have been assembled cannot be returned unless they are defective or incorrectly supplied.
  • Items must be unused and in “as new” condition.

Defective or Incorrect Items

If you believe your item is defective or incorrect:

  1. You must provide clear photographic evidence before we arrange a return or exchange.
  2. Once verified, Premium Comfort will replace the item at no cost, provided adequate evidence is supplied.
  3. If the damage is caused by misuse, improper handling, or incorrect assembly, the item will not be replaced as this voids your warranty.

Returns for Non-Faulty Items

If there is no defect or error with your order but you still wish to return it:

  • We can arrange a collection through our specialist furniture delivery team.
  • A £120 collection fee plus the original delivery cost will be deducted from your refund.

Collection Requirements

When a collection date is agreed:

  • You must be available on the scheduled date and time.
  • Missed collections may result in additional charges, payable by the customer.

Exclusions & Limitations

Premium Comfort does not accept liability for:

  • Damage caused by fair wear and tear.
  • Damage caused by the customer or any third party.
  • Damage due to incorrect assembly, negligence, or unauthorized repairs/alterations.
  • Missing or damaged parts not included in the return — their cost will be deducted from the refund.

You also forfeit your right to a refund if the item is disposed of before it has been collected or returned.

Refund Processing

Refunds are issued only after the item has been collected and inspected.

Items damaged during transit or returned in a condition other than “as new” may be rejected.

It is the customer’s responsibility to ensure returning goods are securely packaged and protected.

Contact

Email: info@premiumcomfort.co.uk