1. How to contact us

To cancel or discuss a return, use our contact form, call 01782 903156, or write to Biddulph Beds & Sofas, Outclough Road, Brindley Ford, Stoke-on-Trent, ST8 7QD. Please include your order number, name and contact details. For damage or faults, photographs will help us resolve the matter quickly.

2. Standard products bought online

Unless an exception below applies, you can cancel a standard product bought through our website without giving a reason. Tell us within 14 days beginning the day after the goods are delivered to you or a person you nominated. If an order arrives in separate deliveries, the period begins after the final item is delivered.

After telling us, you normally have a further 14 days to return the goods or make them available for an agreed collection. You must take reasonable care of the goods and may inspect them only as you would in a shop. We may reduce a refund to reflect loss in value caused by unnecessary handling, assembly, use, marking or damage.

3. Bespoke and personalised products

Products made to your individual, non-standard specification—such as special dimensions, a non-standard fabric or a personalised alteration confirmed with you—cannot normally be cancelled for a change of mind under the statutory cooling-off rules. We will identify this clearly before you order.

If production has not begun, contact us immediately and we will ask the supplier whether cancellation is still possible. Any voluntary cancellation is at our discretion and may require payment of costs already reasonably incurred. This does not affect rights concerning faulty, damaged or incorrectly described goods.

4. Mattresses and hygiene seals

Where a mattress or other hygiene-sensitive product is supplied with a protective hygiene seal, the right to cancel for a change of mind may be lost once that seal has been broken, if the product is no longer suitable for return for health-protection or hygiene reasons. You may inspect the packaged product, but please do not remove a clearly marked hygiene seal until you are sure you wish to keep it. Faulty or misdescribed products remain covered by your statutory rights.

5. Faulty, damaged or incorrect goods

If goods arrive damaged, are faulty, not as described or are the wrong item, contact us as soon as reasonably possible. Please keep the product and packaging and, where practical, send photographs. We will assess the issue and provide the remedy required by law, which may be a repair, replacement, price reduction or refund depending on the circumstances and timing.

Goods remain our responsibility until delivered to you or your nominated recipient. A request to report visible transit damage promptly helps us investigate with the courier, but it does not remove your statutory rights.

6. Cancelling before delivery

Contact us immediately if you need to cancel. Standard products can normally be cancelled before dispatch. For genuinely bespoke products, cancellation may not be available once production has begun. If an item has already left the supplier, reasonable recovery or collection costs may apply where the cancellation is a change of mind and the law permits this.

7. Returning large furniture

Beds, sofas and mattresses generally require arranged collection rather than parcel post. For a change-of-mind return, you are responsible for the direct cost of returning the goods. If we arrange collection, we will tell you the collection charge before confirming it. Charges must reflect the actual nature and size of the collection. We cover reasonable return or collection costs where goods are faulty, damaged or incorrect.

Goods should be disassembled where appropriate, safely packaged and ready at the agreed collection point. Collection teams must have safe and reasonable access.

8. Refund timing and method

For a valid change-of-mind cancellation, we will refund sums due within 14 days after receiving the returned goods or receiving satisfactory evidence that they were sent back, whichever is earlier. We may withhold the refund until one of those events occurs. Refunds are normally made to the original payment method.

Where applicable, the refund includes the basic outbound delivery charge paid. BBS currently offers free standard delivery, so there may be no outbound delivery sum to refund. Optional premium services are not refundable beyond the cost of standard delivery unless the service itself was not provided correctly.

9. Showroom purchases

The statutory 14-day change-of-mind period applies to distance contracts such as website orders. It does not generally apply simply because a customer changes their mind about goods bought in person after seeing them in the showroom. Our legal obligations for faulty, damaged or misdescribed goods still apply, and any additional showroom goodwill policy will be explained at purchase.

10. Further help

This policy should be read with our Terms & Conditions and Delivery Information. For independent guidance, visit Citizens Advice consumer guidance.