Returns Policy

Returns & Cancellation Policy (Made-to-Order / Bespoke Products)

1. Overview

This policy outlines your rights when purchasing made-to-order, bespoke, or personalised goods from us, in accordance with UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. Made-to-Order and Bespoke Products

Many of our products are made specifically to your requirements. This includes items that are:

  • Custom-made to your measurements
  • Personalised with names, designs, or specifications
  • Manufactured or adapted to your specific order

Definition of Bespoke

To be considered bespoke, items must be clearly personalised, custom-made, or manufactured to specific customer instructions or measurements (for example: custom clothing, made-to-measure items, or bespoke furniture).

3. Cancellation Rights (Distance Selling Regulations)

Under distance selling regulations (Consumer Contracts Regulations 2013), bespoke or personalized items are generally exempt from the standard 14-day “change of mind” cancellation period.

Once a contract is made for customised goods, customers usually cannot cancel or return them simply because they no longer want them.

This means:

  • You do not have the right to cancel your order once production has begun
  • You cannot return bespoke items due to change of mind

Under Distance Selling Regulations, you have a 7 day ‘cooling off’ period from the day you receive your goods, in which time you should notify us that you wish to cancel your contract with us and the reason why, a full refund of the goods will be given excluding the original delivery charges. If you have just changed your mind and the goods have been dispatched the cost of returns will be borne by you. 

In the case the goods are faulty upon delivery the returns costs will be borne by the company. After this time, any goods returned the returns costs will be borne by you, if the goods are under warranty and are faulty the company will pay the costs of returns. If you claim the goods are faulty and are found not to be so we reserve the right to return the goods to you or deduct any costs, we have borne. To receive full credit for goods returned they must be returned with the original packaging in Saleable Condition.

4. No-Fault Returns (Change of Mind)

For bespoke or made-to-order items:

  • The seller is not legally required to accept returns if you change your mind
  • We do not accept returns or offer refunds for:
    • Incorrect choices made by the customer
    • Change of preference after ordering
    • Items ordered to incorrect specifications provided by the customer

We strongly recommend checking all details carefully before placing your order.

5. Faulty, Damaged, or Incorrect Items

Your statutory rights are always protected.

Faulty Goods Exception

If a bespoke item is:

  • Faulty
  • Damaged in transit
  • Not as described
  • Not made according to agreed specifications

You are entitled to a remedy under the Consumer Rights Act 2015, which may include:

  • Repair
  • Replacement
  • Refund (where appropriate)

6. Reporting an Issue

If you receive a faulty or incorrect item, you must:

  • Notify us within 48 hours of delivery
  • Provide clear photographic evidence of the issue
  • Include your order details

We will assess the issue and provide a suitable resolution in line with your legal rights.

7. Important Notes

  • Minor variations in colour, finish, or size may occur due to the handmade or bespoke nature of products and do not necessarily constitute faults
  • Customers are responsible for ensuring all customisation details are correct at the time of ordering
  • We reserve the right to decline returns that do not meet the criteria outlined above

8. Contact Us

If you have any questions about your order or this policy, please contact us at:

Email: sales@gbbedding.co.uk

Phone: 01942873861