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Terms and conditions

Please read conditions from 1. to 10g. as any purchase serves as your acceptance of these terms and conditions.

1.Returns, exchanges and refunds:Standard size mattresses / standard size overlays / toppers and standard size pillows can be returned to us within 7 days un-used and in as near to the same condition as you received goods.  Goodsmust also be returned in full packaging. We will not refund or exchange your goods unless these conditions are met.

  1. Cancellation:

(A) You have the right to cancel your contract for the purchase of our standard size mattresses / overlays / toppers and pillows at any time within 14 days (provided the goods are un-used and in as near to the same condition as you received goods. Goods must also be returned in full packaging, we will not refund or exchange your goods unless these conditions are met) beginning on the day after you received the goods by informing us either by email or in writing to us at our address. We shall refund all sums that you have paid, less the direct costs for collection if you return them at our cost. You will receive your refund within 14 days.  (B) If after the 14 days cancellation period has passed and you are not satisfied with your purchase you do not have the legal right to return it to us and you would need to contact us to discuss as each situation will be looked at on an individual basis.

2a. Delivery is by national carrier door to door service. (please note this does not include taking to your bedroom).

  1. Returns – Faulty:

In the case of faulty/ damaged goods or part, we will offer to repair/replace/refund depending on what is reasonable under these circumstances.  If you would prefer to have a refund this may be acceptable but will depend on how long you have had the goods before notifying us of the fault/damage. We will request proof of the faulty/damaged goods or part by requesting that you email images, or we may ask you to send faulty part to us for inspection.

If you arrange a specific delivery date with ourselves in writing and are not available to take delivery on the day arranged, a £50 re-delivery charge will be applicable.

  1. Warranty:

In the unlikely event that a problem should arise due to either faulty material or poor workmanship, during the first year we will replace any part of the product that is defective completely free of charge. During the second year, replacement parts will be free of charge, but will incur a contribution to the transport costs. In subsequent years, there would be a charge levied for the replacement of the faulty item. The charges are based on a sliding scale, the older the item is, the more you would need to contribute towards the replacement, which would be calculated as follows:

4.1 Mattress Warranty:

15 year warranty on a sliding scale.

3-5 years (30% of the current retail price)

5-10 years (60% of the current retail price)

10-15 years (90% of the current retail price)

4.2 The mattress warranty is void if it is found to be a fault from misuse. Examples of misuse: Using the mattress with a base for which it was not designed for e.g.( an old sprung base, a slatted base with gaps greater than 6cm. Rolling or bending of the mattress, Subjecting the product to excessive wear and tear e.g jumping on mattress / Use without bed linen.

4.3 Mattress overlays/toppers Warranty:  5 year warranty on a sliding scale. 3-5 years (75 % of the current retail price)

4.4 The mattress overlay/topper warranty is void if it is found to be a fault from misuse. Examples of misuse: by using mattress overlay/topper with an old or sagging mattress, Subjecting the product to excessive wear and tear e.g jumping on mattress / Use without bed linen.

4.5 Bespoke Adjustable bed mattress Warranty:

10 year warranty on a sliding scale.

3-5 years (40% of the current retail price)

5-10 years (80% of the current retail price)

The mattress warranty is void if it is found to be a fault from misuse. Examples of misuse: Subjecting the product to excessive wear and tear e.g jumping on mattress / Use without bed linen, using mattress on any other bed base surround other than bed base surround purchased with mattress.

4.6 Bespoke Adjustable bed Base Surround 10 year guarantee.

Bed Base surround warranty is void if it is found to be a fault from misuse. Examples of misuse: Subjecting the product to excessive wear and tear e.g moving/dragging/ the bed without using reasonable care, sitting on bed whilst in raised position.

Electric Motors  Have a 5 year guarantee.

If an engineer visit is required there will be a charge dependant on distance, minimum charge of £40.00.

  1. Non Returnable/Refundable Goods Bespoke Adjustable beds / non standard size mattresses / non standard size overlays / toppers and non standard size pillows are made to consumers specifications and are excluded from the right to cancel the contract. Any damaged parts upon delivery will be replaced but must be notified within 24 hours of receipt.
  2. Delivery times:

(a) Bed Sets usually within four weeks (this period may be extended during sale periods/special offers/holiday periods, etc);
(b) Mattresses and Mattress Overlays usually within two weeks (this period may be extended during sale periods/special offers/holiday periods, etc);
(c) Pillows and other small goods usually within one week (this period may be extended during sale periods/special offers/holiday periods, etc);
(d) If the Company is unable to supply any goods within twelve weeks, the customer may by registered post cancel the order whereupon the Company shall refund all monies paid by the customer.

 

  1. When you receive your good(s) please thoroughly check for any damage which may have been caused in transit.  If your good(s) has incurred damage, then please refuse delivery of the good(s) stating the reason for refusal. Reporting this type of damage after you have signed acceptance renders us unable to replace the damaged good(s) free of charge. Also, please ensure that you only sign for the actual number of items you receive. We are unable to replace goods free of charge, if you have signed for the incorrect number of products received. Our carriers insurance policy only permits the delivery person to carry your item/s to your front door. If you live in a high rise building, then delivery will be made to the first front door of the building. Some areas in Scotland may run into a two/three day delivery service.
  2. The purchaser fully understands and accepts:
    (a) That certain body conformity adaptations will take place as the product adapts to the users particular body size and shape, and duration of use;
    (b) Care & Comfort Products Limited do not warrant any of its products as being a remedy for any specific medical condition, individual comfort or support preferences.

    10. Bed Base Surround:

(a) Care & Comfort Products Limited warranty and other performance guarantees are based on tests conducted on Care & Comfort Products Limited mattresses with such bed bases as bed sets and a similar bed base design is recommended;

(d) The quality of an existing support system is the responsibility of the consumer;

(e) Using an inappropriate bed base could invalidate your Care & Comfort Products Limited warranty and all other warranties, whether express or implied, including, without limitation, the implied warranties of satisfactory quality and fitness for purpose;

(f) You may be required to provide proof as to the quality of the bed base being used with your mattress in the event of a warranty claim;

(g) All beds are built to a height of 24 inches (610mm) from floor to mattress top, unless otherwise stated at time of purchase.

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