Terms & Conditions – Premium Comfort

1. Terms & Conditions

When placing an order with Premium Comfort you agree to be bound by the terms and conditions set out below. These terms and conditions apply to all products and services provided by Premium Comfort. These terms do not affect your statutory rights as a customer.

2. Cancellation

If you would like to cancel or amend your order, please contact us at least 24 hours before the scheduled delivery time.

Please allow up to 10 working days for the refund to appear in your account from the time of cancellation, provided the goods have not been dispatched.

If your order has already been dispatched and you wish to cancel the delivery, you will be charged delivery expenses starting from £120.00 to reroute the goods. This includes rejecting delivery at the door unless agreed otherwise before arrival.

3. Returns & Exchanges

Our beds are made to order, meaning production begins once you select your preferred design and colour. We are liable only if the item arrives damaged or significantly different from what was advertised.

You may return items within 14 days of delivery; however, the following conditions apply:

  • Items must be in their original packaging.
  • Assembled items cannot be returned unless defective or incorrect. Items must be unused.
  • Defective or incorrect items require verification. Clear images must be provided before arranging a return or exchange.
  • Incorrect or defective items will be replaced once sufficient evidence is provided.
  • If damage is caused by misuse or incorrect handling, this voids the warranty and the item will not be replaced.
  • If the item is not defective and you still wish to return it, we can arrange collection starting from £120. Delivery and collection charges will be deducted from your refund.
  • You must be available at the agreed collection time. Missed collections may incur additional charges.
  • We are not liable for defects caused by fair wear and tear, consumer negligence, or third-party damage.
  • We are not responsible for damage caused by failure to follow assembly instructions or unauthorised repairs/alterations.
  • All parts, fixtures, and fittings must be returned; missing or damaged components will be deducted from the refund.
  • If you dispose of the item before it is collected, you forfeit your right to a refund.
  • Refunds are not issued before goods are collected and inspected.

4. Collections

Collections will be made from the original delivery address unless otherwise agreed.

Collection dates are arranged at our discretion.

Our couriers collect only from the communal door and will not collect from upper floors or basements.

If you request collection from inside your home, it is done at your own risk, and Premium Comfort will not be liable for any damage.

If damage occurs and you dispute the claim in breach of these policies, additional charges may apply to cover wasted collection costs.

Please allow up to 10 working days for refunds to be processed after collection.

5. Description & Specification of Items

All images, drawings, specifications, and descriptions on our website or packaging are intended to give an approximate idea of the products.

We make every effort to match colours and stitching, but slight variations may occur due to fabric differences, lighting, or manufacturing conditions.

Website images may appear differently depending on your device, display settings, and screen calibration.