Divan Beds UK is a family run business, providing the best possible services with honest prices. Divan Beds UK is the trading name of Nest Furniture Ltd, Company Number 16961019. Registered office address: 5 Appledore Terrace, Walsall, West Midlands, WS5 3DU. All transactions are subject to the following terms and conditions.

1. Electronic Communications

When communicating with us we prefer to use email as we provide a 24 hour email customer services response team. Please be aware we received thousands of emails per day and we aim to respond to all emails within 24 hours (excluding Bank Holidays and weekends). So we can maintain this level of service if you send more than one email from an email account only the first email within the 24 hour period will be responded to. Please take this into account when making order amendments, cancellations or anything else. 

You agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing.

2. Copyright

This website, and all its content including but not limited to text, images, logos, icons, buttons, data compilations and software is the property of Divan-Beds.co.uk or its content suppliers and protected by international laws. The compilation of all content on this site is the exclusive property of Divan-Beds.co.uk and protected by international copyright laws.

3. Your Account

In using this site, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer, laptop or any other place that you have saved your account information or are set to automatically log in. You agree to accept responsibility for all activities that occur under your account.

Divan-Beds.co.uk reserves the right to refuse service, terminate accounts, cancel orders and remove or edit content at their sole discretion.

If you do post content or submit material, and unless we indicate otherwise, you grant Divan-Beds.co.uk and its affiliates a nonexclusive, royalty-free, perpetual, irrevocable, and fully sub-licensable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display such content throughout the world in any media.

You grant Divan-Beds.co.uk the right to use the name that you submit in connection with such content, if they choose.

You represent and warrant that you own or otherwise control all of the rights to the content that you post; that the content is accurate; that use of the content you supply does not violate this policy and will not cause injury to any person or entity; and that you will indemnify Divan-Beds.co.uk for all claims resulting from content you supply.

Divan-Beds.co.uk has the right but not the obligation to monitor and edit or remove any activity or content.

Divan-Beds.co.uk takes no responsibility and assumes no liability for any content posted by you or any third party.

4. Comments, Reviews, Communications and Other Content

Visitors may post reviews, comments, and other content; and submit suggestions, ideas, comments, questions, or other information, so long as the content is not illegal, obscene, threatening, defamatory, invasive of privacy, infringing of intellectual property rights, or otherwise injurious to third parties or objectionable and does not consist of or contain software viruses, political campaigning, commercial solicitation, chain letters, mass mailings, or any form of "spam".

You may not use a false e-mail address, impersonate any person or entity, or otherwise mislead as to the origin of a card or other content. Divan-Beds.co.uk reserves the right (but not the obligation) to remove or edit such content, but does not regularly review posted content.

5. Product Descriptions, Images and Pricing

We aim to provide accurate product information. However, due to the nature of handcrafted and made-to-order furniture, slight variations can occur.

• Product dimensions are approximate and may vary by up to 5 inches.
• Product images are for guidance only. The final appearance may differ depending on the size, fabric, colour, and options selected.
• Mattress stitching, tufting, and fabric patterns can vary naturally as many of our products are handmade.
• We reserve the right to update product specifications. Any significant changes will be reflected in the product description.

If a product does not reasonably match its description, you may return it in unused condition (subject to our Returns policy in Section 6). Please contact us with clear photos if you believe there is a discrepancy.

6. Cancellations, Returns, Exchanges and Refunds (United Kingdom Orders)

Order statuses regarding delivery are:

• Processing - Your order has been placed and is being processed
• Processed - Your payment has been accepted and your order has entered the manufacturing stage
• Pending - There is a problem with your order, see Comments sections for further information.
• Shipped - Your order has been shipped and is on its way to you. Orders are normally dispatched at morning times and delivery updates are sent later in the day
• Refunded - Your order has been refunded, see Comments sections for further information.

6.1 Order Cancellation - Not Been Processed

If your order has not been Processed, we will issue you a full refund you as soon as you let us know via email that you want a refund. A full refund will be issued within 6 working days of your request for a refund. If you wish to contact us regarding your order, please note our Customer Services office hours are 9am to 5pm. If you need to cancel an order out of these hours, please use the return form here and along with this you will also need to sent an email (both are required for out of hours cancellations). 

6.2 Order Cancellation - Has Been Processed

6.2.1 Non-Handmade/Personalised Products

If your order has been Processed and the product is not a handmade/personalised product and you wish to cancel you order your order  you will incur an Admin Cancellation Fee of up to £49 OR 10% of the transaction value (whichever is larger) . Please make sure to email us right away before your order is dispatched. 

6.2.2 Handmade/Personalised Products

If your order has been Processed and the product is a handmade/personalised product and begun the manufacturing process, changes or cancellations may not be possible. In some rare cases, where canellation is possible you wish to cancel or ammend your order you will incur an Administration Fee of up to £75 OR 20% of the transaction value (whichever is larger) on all handmade/personalised orders. If your order has been processed for more than 2 days, the Admin Cancellation Fee can be higher, in this situation please contact us via email to get a quote. Your remaining refund will be issued within 10 working days. If your order has finished the manufacturing process it may not be eligible for a cancellation/refund, contact us via email for a quote. 

6.3 Order Returns - Shipped or Delivered

To initiate a return, you must inform us within 14 days of receiving your items. Customised items and made to order items are not refundable. Returns must be sent back within this period; otherwise, we may refuse the return if requested later. If you wish to cancel or return your order after it has been shipped, a Return Delivery Charge will apply, ranging from £49 to £349+. For a specific quote, please email us at sales@divan-beds.co.uk, including images of the items. To initiate a return request, you must first submit images of the items along with their packaging to allow us to assess their condition within the specified timeframe. The return request will only be considered officially submitted once these images are received. Additionally, if you cannot accept delivery of your order, the same Return Delivery Charge will apply. In cases where delivery is attempted but no one is available, a Failed Delivery Charge will be incurred, varying from £49 to £149 depending on the delivery location and items ordered. To prevent incurring this charge, the courier will leave your order at a secure spot on your property. If you do not want items left there, you must provide written notice before dispatch; otherwise, it will be considered your consent for this delivery method. The courier will take photographs to confirm the delivery of items left on your property, which will then become your responsibility. On the day of delivery, the courier will attempt to notify you by phone, unless they are unable to reach you.

If you decide to cancel or return your order due to a Split Delivery, which involves receiving items in two or more shipments, you will be responsible for the Return Delivery Charge. The return process will generally require a similar timeframe as the initial delivery. After we receive the returned items, they will undergo an inspection prior to processing your refund, which may take up to 15 working days.

All items intended for return must remain in their original packaging and in an unused, unassembled state. You are required to provide image or video verification of the current status of the items in your order. Neglecting to supply this information could lead to the denial of your return. If any items are found to be used, assembled, or removed from their packaging, the return may be refused, or a Re-Packaging Charge of up to £149 may apply, based on the specific items and collection location. Should items be inspected and determined to have been used, they may be destroyed, and a refund will not be issued. Returns, exchanges, or deliveries will only be processed from the original delivery address. Changing the delivery address after dispatch will incur an additional fee ranging from £49 to £249, depending on the items and the new address.

If you have received your goods and would simply like to exchange them for other products, please contact us for a quote as the cost will vary between products, time of year and your address. Contact us via email, using the contact form on our Contact Us page or reply to your order confirmation email.

We cannot process VAT refunds for international orders, including those shipped to Jersey. The buyer is responsible for arranging their own courier services and handling customs documentation.

6.3.1 - Items Not Recieved

If your order shows as delivered and tracking information corroborates this, but you still file a claim for lost items or non-delivery, you will need to complete an "Items Not Received Declaration." An investigation will follow to verify the delivery status of the items. Should it be confirmed that the items were indeed delivered, appropriate measures will be taken regarding any losses or damages incurred, which may include potential legal action.

Failure to complete the "Items Not Received Declaration" will result in the loss of your refund eligibility, as we will depend on the delivery and tracking information to confirm that your order was delivered.

6.3.2 - 14 Day Money Back Guarantee

We provide a 14-day money-back guarantee, subject to certain conditions. Prior to placing an order, please verify the delivery timelines specified on each product page. This guarantee covers products that are not as described, damaged, or incorrect. However, if the items delivered are in good condition and correspond to your order, the guarantee will not be applicable. All items must have their original packaging intact for a return, regardless of their condition. Items lacking the original packaging will not be eligible for return or exchange. This does not cover the following: customised items, made to order items.

6.4 Order Returns and/or Delivered with Faults or Problems

To minimise these problems and to make the process of an exchange quicker, please always open & check your order before accepting or signing for the delivery. 

If your order arrives with an issue, you must let us know within 48 hours of delivery by by contacting us & providing images as evidence. We also ask as & signing for the items with the issues you are raising, if you contact us after this time frame, the product is deemed to be in your care and any issues incurred after will be the responsibility of the buyer. These such items may not be eligible for a return and/or exchange. Please be aware, we do not consider "noises" from beds or mattresses as faults or issues, primarily those which are constructed using wood, metal or both. Beds or mattresses which are advertised to be "silent" would be an exception. 

We require an email to be sent to sales@divan-beds.co.uk that includes clear images of any issues encountered. Additionally, a detailed description identifying the products with issues is necessary. If evidence or requested information of the issues is not provided within a timely manner, your return will be categorized as "Changed Your Mind About the Purchase" and all responsibility for the return will fall on the buyer and follow section 6.3 of the Terms and Conditions. In cases of damage, we will need images showing the items still in their original packaging, or damage to the packaging itself; this will be reviewed with the delivery services. We will make every effort to replace or exchange the affected items. If we proceed with an exchange for a defective item in your order and you fail to return the faulty items, the exchange will be considered invalid. In this situation, you will be liable for the costs related to the replacement unit, as we will not be able to confirm the defects of the original items through the required inspections. Should you not pay the outstanding costs, we will take legal action to recover the amount if necessary.

Please note, we do not consider the following to be faults where we are able offer a return or refund however we will assist you to the best of our ability to resolve these:

• Damages which were not reported to the courier (or us) within a 48 hour period from the point of delivery
• Damages to packaging which does not result in damage to the item itself
• Noises from the bed or mattress (unless the item is advertised as a noise free item)
• Creases/folds on fabrics
• Improper assembly
• Additional/extra part(s) delivered
• Missing parts (which can be replaced easily)
• Missing items for which a return has been requested, along with discrepancies in the weight of returned items compared to what was originally dispatched, or the presence of claimed missing parts upon return inspection, will result in the cancellation of deductions made against your refund
  
• Issues with staples, dust sheets, black or fabrics (usually attached to areas of the product not visible during usage)

A return requested on any of the above listed points would incur a Return Delivery Charge from £49 to £349+ (not limited to £349+). Do not attempt to repair or modify any parts of your our product unless we have instructed you to do so or we will refuse collection or exchange of goods which have been tampered with. We can then investigate the matter with the delivery services and/or our warehouse and manufacturing team. This investigation can from 2 working days to 5 working days, if the couriers advise items were delivered in good condition and signed for with no visible damages, we may refuse collection or exchange with this signed Proof of Delivery form.

To return any items, they must be in their original packaging and remain unused and unassembled. If products are found to be used, assembled, or removed from their packaging, the return may be refused, or a Re-Packaging Charge of up to £149 may apply, depending on the specific items, the reason for the return, and the collection address. In cases where items are inspected and determined to have been used, they may be destroyed, and a refund will not be issued based on the return reason. Please note that collections will only be made from the original delivery address.

If your order is not delivered/collected on the date we have specified, please contact us as soon as possible, so we can investigate this for you. We cannot assist you, if you do not notify us of a failed/missing courier attempt. In the event of your delivery/collection being unsuccessful or any other issues, you must make sure you are able to take time to accept further deliveries, exchanges or collections dates. If you are unable to accept redelivery, you will be liable for a Return Delivery Charge from £49 to £349+ (not limited to £349). In the event we are unable to confirm specific days or times - all our deliveries, exchanges or collections are deemed all day appointments and we do not state otherwise unless we have advised you directly or you have been updated by the delivery services.

If you have ordered more than a single item and only some items have incurred a damages but you wish to return any non-damaged items - you will incur a Return Delivery Charge from £49 to £349+ (not limited to £349) on the non-damaged items only. Any returns or exchanges thereafter will be under the same time frame and same courier used in the initial delivery. For example, if your initial delivery is via an estimated 5 working days courier, your return/exchange will also be via the same estimated 5 working days courier service.

We will endeavour to exchange faulty parts wherever possible. If your order arrives with any damaged/missing/faulty parts (or which were not identified or raised with the delivery services before accepting the items), should these be small and/or replaceable parts but you wish to return the whole order, then you will incur a Return Delivery Charge of £49 to £349+ for the non-damaged or non-faulty parts only, please contact us for a quote via email to sales@divan-beds.co.uk. 

Once your order has been collected, please contact us right away via phone or email. Our warehouse team will then confirm receipt of the goods & all parts are present, unused and still in original packaging. You will be refunded back to your original payment method only. Refunds can take up to 7 working days to appear back to your payment card (this time-frame varies between banks).

6.4.1 Addons

Any "addons" acquired with your primary product cannot be returned together with the return of the main product return. Addons may include items such as a mattress, bedside table, bedding, or any other supplementary items that were not part of the main product sale. The "main product" refers solely to the title of the listing. Addons are sold and delivered separately.

You are required to initiate a distinct returns process for each addon purchased and adhere to the conditions specified in section 6 of the Terms and Conditions provided here.

If you bought the item as part of a linked saving offer (e.g. buy a bed for £999 and get £200 worth of free bedding), you must return both items to get a full refund. If you only return the bed in the given example, you will be refunded only £799 to cover the price of the bedding as you no longer qualify for the offer. If you participated in a 'multi buy' offer (e.g. 3 for the price of 2) and return part of this order then any saving that you would have made will be deducted from your total refund.

6.5 Multiple Returns and/or Cancellations

If you have bought multiple products, each item will adhere to its own specific returns procedure as detailed in Section 6 of these Terms and Conditions.

If you have any questions, please send an email with your name, address and any supporting documentation to sales@divan-beds.co.uk

7. Delivery & Returns Services

7.1 Returns Timescales

Please note the booking time frame for a return/exchange will be approximately the same as the original delivery timeframe listed on the product page. In some cases it can take longer however we will inform you of the collection date at least 1-2 days beforehand via email or text. Please bear this in mind before placing an order or before requesting a return/exchange.

Once booked most Deliveries, Exchanges or Returns will be the same time frame as the original delivery time frame as stated on the products page, this is usually within 5 working days for most of our items however it can take longer in some rare occasions. If your are unsure check the product page for the item(s) you are returning. However, please note if the item is delivered damage/faulty or another issue is being investigated then there may be an additional period of time for this to take place before any resolution can be offered. For Returns, please note that an additional 5 working days (from our receipt of the goods) will be required for our depots to inspect the goods and make sure we have received all parts in the condition which they were sent back in and the condition we were aware of before a refund is issued. If you would like to change the date of a scheduled delivery, return, collection or exchange we will require a minimum of 2 working days to make any changes. Please note, any changes subject to availability. Should a delivery, exchange or return fail due to customer error, you will incur Failed Courier Service Charges (Failed Delivery Charge) of £49 to £249 per failed attempt for delivery or exchange. This would not include the Return Delivery Charge which would be incurred in the failure or refusal to pay any outstanding Failed Courier Service Charges.

Delivery or return of certain items can take longer, however all delivery times frames are clearly stated on the product page under the Delivery tab. This is calculate from day of dispatch, our delivery service also delivery over weekends (subject to availability based on your location). 

7.1.1 Delivery Services

Delivery services will only bring items to the communal entrance of the property. For residents in flats or apartments, this refers to the shared entrance on the ground floor. If there are obstacles on your driveway or front porch, deliveries will be made at the entrance to those areas. Please note that delivery personnel are not insured to enter your home, so it is essential that you can safely bring the items inside. Any further movement of the items is at your own risk and at the discretion of the couriers. It is your responsibility to ensure that there are no obstructions to the delivery path. We advise you to be home and available to receive your delivery when it arrives. Additionally, delivery services will not carry any product information or paperwork from us; please refer to your Order Confirmation email or your Order History page on our website for details. The delivery personnel can only assist with the delivery itself; any product-related issues must be addressed with us, the sender.

If you are unavailable on the delivery day, your order may be left with a neighbor or in a safe location on your property. If this arrangement is not acceptable, please inform us via email before placing your order so we can make appropriate arrangements prior to dispatched. If your order has already been dispatched you will need to notify us via email & also the delivery services (via contact methods provided on their website) of this change. Any losses incurred by such a delivery without informing us and the couriers of this prior to dispatch or delivery will not be our responsibility. Please send us an email to sales@divan-beds.co.uk within 48 hours of the delivery if you incur any issues. If items cannot be located once delivered to your property, you will be required to report the matter to your local Police as "Theft". We will require the crime reference number as well as any other details of relevance. Once the matter has been investigated and information gathered from neighbours, close-by CCTV footage, etc, we will get back to you with an update.

Couriers may need to capture images or videos of items within your property as evidence of delivery or services rendered. If you have any questions or concerns, please reach out to us via email before placing your order. By proceeding with your order without prior communication, you agree to these terms.

7.1.2 Returns Services

All items must be returned using the same or similar delivery service that was utilized for the original shipment, based on the shipments return requirements. You may need to print and affix delivery labels to the items you intend to return or exchange. To do this, you will require access to a standard A4 printer or a similar device. Failure to adhere to this returns process may result in your packages not reaching us, which could lead to the denial of your refund. This includes instances of Split Delivery, where items may arrive in separate packages or consignments. Certain items may be handled by a Specialist Furniture Delivery Service to ensure prompt and efficient delivery. Our couriers will conduct deliveries and collections between 6 AM and 9 PM. The return requirements will be confirmed during the returns process. 

 Unfortunately, we cannot request delivery times for our items therefore the delivery is considered an all day appointment. Delivery/collections is ONLY to the communal door of the property, should the delivery services assist you any further - this is at their discretion only. If the original packaging is unavailable and a return has been approved, you are required to completely disassemble the items and get them ready for return. Please provide images to assist us in arranging suitable packaging for the items. This step is necessary only when the original packaging is not accessible.

Please be aware that some mattresses may be required to be rolled/vacuum packed only to certain locations across the UK. If you are unsure about your location, please contact us vie email at sales@divan-beds.co.uk before placing an order. 

Please make sure you or someone you have know can be available to accept the delivery and bring the goods inside. 

Please make sure you do NOT get rid of your old beds or mattresses before receiving your new replacements from us & you are happy with them. Delivery issues do sometimes arise and we don't want you to be left with a bed

7.2 Cancellation of Delivery

If your order has been Shipped or has been dispatched and you wish to cancel this then a Return Delivery Charge of £49 to £349+ (not limited to £349) will be incurred. This charge is applied as the order has already left us and is on route to you, we will need to book a Return Delivery of the goods dispatched and the charge quoted by the couriers will be deducted from your refund upon return of the goods.

If you request a cancellation of the order or delivery before it has been delivered, we will require a cancellation report directly from the couriers in writing to confirm that no items have or will be delivered and the reason for any attempted failed deliveries. All goods must be returned back to us before a refund will be authorised and issued. If deliveries have been attempted, each delivery attempt will incur a minimum of £49 Failed Delivery Charge. For times frames on returns, see section 3.1 Time Frame for Delivery, Exchange or Return.  Please contact us for a Return quote via email to sales@divan-beds.co.uk

7.3 Cancellation of Exchange

Once  you have contacted us regarding a damaged or faulty item, we will endeavour to exchange those items or parts first.  Should we be in the process OR already booked the exchange with the couriers and you request this to be cancelled. You will then incur an Exchange Cancellation Charge of £49 to £249 (not limited to £249). 

We will endeavour to exchange faulty parts wherever possible. If your order arrives with any faulty parts which we can be replaced but you wish to return the whole order or remaining parts/items, then you will incur a Return Delivery Charge of £49 to £349+, please contact us for a quote via email to sales@divan-beds.co.uk or request a return here. 

All goods you wish to return must be in their ORIGINAL PACKAGING inside and still in an UNUSED and UN-ASSEMBLED condition. Should any goods be used, assembled or not in their original packaging, a return may be declined or a Re-Packaging Charge of up to £149 will be incurred, depending upon the goods and collection address. If items have been inspected and are found to have been used, the goods may be destroyed and a refund will be declined. We will only collect goods from the original delivery address. 

7.4 Returning Your Own Items

If you choose to reject or contest our return options or the Return Delivery Charge specified in Section 6 of these Terms and Conditions, we will be unable to facilitate the return on your behalf. In such cases, you may have the option to return your order using your own method.

All items must be returned in their original packaging and in an unused, unassembled state within 14 days of delivery. Prior to returning any products, please contact us via email to obtain a Return Merchandise Authorization (RMA) number, along with the details of the appropriate Returns Depot for your item. Returns must be sent using a tracked shipping method that includes insurance covering the order's value, ensuring that all parties can monitor the return process. Do not deliver any products in person to any depot, as this will void your return/refund and we cannot guarantee receipt. Different products must be returned to their respective Returns Depots. A Restocking Charge ranging from £49 to £249 will apply for each product returned, even if you handle the return logistics yourself, as this fee covers the costs associated with restocking and processing your refund.

Please make sure you have considered the following before arranging your own return:

• All items intended for return must be in their original packaging and remain unused and unassembled. If any items have been used, assembled, or taken out of their original packaging, the return may be refused or subject to a Re-Packaging Charge of up to £149.
• If the inspected items are determined to be used, they may be destroyed, and a refund will not be granted.
• All individual packages are distinctly labelled with your RMA reference; please email us to request this information.
• Your return is trackable, and we offer comprehensive tracking details along with insurance coverage for the total amount of the order.
• You will be responsible for any items that arrive damaged. If your items are received in a damaged condition, they will be disposed of, and a refund will not be issued.
• A Restocking Charge ranging from £49 to £249 will apply for each product returned, regardless of whether you handle the return yourself. This fee covers all costs associated with processing the return and refunding your payment.

7.5 Assembly & Room Delivery Services

Assembly services are offered only in select areas of the UK and for a limited selection of products. To access this service, please utilize the options available on either the product page or the Checkout page. Availability of these services may vary; if they are essential for your order, we recommend reaching out to us via email immediately after placing your order to confirm their availability before delivery.

The fees for assembly range from £49 to over £89 (non-refundable), and a tailored quote will be given for each order. Please consider the following points before making your request for this service.

• If you have not arranged for a disposal service for your old furniture or bed, only the packaging from the new bed or mattress being assembled will be taken away.
• There should be adequate space to move your old bed or mattress into the property.
• If any portion of the service is delivered, you will be eligible for a refund solely for the services that were not provided, following our review of the delivery report, which typically takes between 1 to 10 business days.
• There should be adequate space available to set up your recently acquired items.
• It is essential that there are no barriers preventing the service personnel from accessing the route to and from the road leading to your selected room for your newly acquired products.
• We are not liable for any obstacles or damages encountered on the way to your delivery location. It is your responsibility to identify and address any such obstacles before the delivery occurs.
• If the service personnel are unable to deliver the service for any of the aforementioned reasons, the service fee will need to be paid again, and a Failed Delivery Charge of £49 may apply.
• You can cancel this service up to 2 working days prior to the scheduled/requested date. A Cancellation Charge of £49 to £95 (depending upon services and delivery address) will remain payable once the assembly fee has been paid.
• If the appointment is missed/fails due to customer error, a Failed Courier Service Charge of £49 to £149 (depending upon services and delivery address) will remain payable before we can rearrange another appointment.
  

8. Returns, Exchanges and Refunds (International Orders - Outside UK Only)

Please note that for a return to be accepted or a refund to be given; all items must be returned within 14 days of delivery of your order, with prior notice in writing to sales@divan-beds.co.uk. In the event of your delivery being unsuccessful, not delivered in full or any other issues, the you must make sure you are able to take time to accept further deliveries, exchanges or collections dates. In the event we are unable to confirm specific days or times - all our deliveries, exchanges or collections are deemed all day appointments and we do not state otherwise unless we have written to you directly or you have been updated by the delivery services. We do not accept returns for items outside of the 14 days returns period. If you feel there is an issue with the item please contact us to resolve.

We cannot accept refunds for delivery to international locations. This is because we are not insured to deliver outside the UK, therefore the buyer is responsible for the goods once they have left our warehouse.

The buyer must arrange their own courier services for deliveries and returns. All delivery costs and the responsibilities accompanied must be covered and paid for by the buyer. Your order will be confirmed in new condition before dispatch for your notes. If your order is damaged in transit, we cannot offer you a refund as you are arranging the delivery and therefore responsible for your order once it has left our warehouse. If there are manufacturing faults to any items, we can send them to you free of charge however, delivery costs must be paid by the buyer.

9. Risk of loss

9.1 Delivery, Risk & Your Responsibilities

All our deliveries/collections are considered all day appointments from 8am to 9pm and delivery is to the communal door of the property only unless additional services have been paid for. Before placing an order, we request that you make the time available to be home and available to receive your delivery.

Before placing your order, please acknowledge the potential for issues such as failed deliveries, damaged or faulty items, incorrect products, or other complications that may affect the usability of the goods. If you encounter any of these problems, contact us within 48 hours for assistance. To facilitate a resolution, please email us at sales@divan-beds.co.uk, including clear images of the issues and a detailed description of the affected products. We will investigate the matter with our couriers and warehouse team. All items intended for return must be in their original packaging and remain unused and unassembled. Returns may be declined or incur a Re-Packaging Charge of up to £149 if the items are used, assembled, or not in their original packaging. Additionally, we will only collect items from the original delivery address. 

9.1 Compensation and Partial Refunds

We do not provide reimbursement or compensation for any loss of income, time off work, failed or missed deliveries, rescheduled deliveries, or any issues related to damaged, faulty, or incorrect goods. Any delivery-related concerns should be addressed directly with the delivery service. If you receive damaged, faulty, or incorrect items, please report them to us immediately and refuse to accept or sign for these deliveries. We advise against disposing of any old beds or mattresses until your replacements have arrived, as delivery issues can arise, and we do not offer compensation for such situations. 

In certain cases, Divan-Beds.co.uk may offer a partial refund or compensation at our discretion, solely to address issues related to your order. All purchases are governed by a shipment contract, meaning the risk of loss and ownership transfers to you upon delivery. Accepting a partial refund or compensation implies that no further issues will arise. 

10. General Data Protection Regulation (GDPR) Compliance and Data Protection

10.1 Order Information

In compliance with new data protection laws which have come in to place on 25th May 2018. Divan-Beds.co.uk does not hold any extra information apart from the data you provide us during your purchase on this website. We hold your delivery address, billing address, name, phone number, email address and IP address at the point of purchase to better identify you and for security checks. This information is used to process your order and is passed on to the delivery services to arrange your delivery only. We do not sell or redistribute your details to any 3rd party for any other reason but to provide you with a service or product.

10.2 Online Chat Support

When using our online chat function your IP address is held and is used to match to your order for security reasons. Your IP address and chat conversation transcript is saved and is listed against your order so we can provide you with a better service and order history during future conversations.

If you do not agree to this, please email us for support instead at sales@divan-beds.co.uk

10.3 EU Cookie Policy

We completely adhere to the cookie law which requires websites to gain consent before storing cookies on users computers was passed in the UK in May 2011. On our website we only store cookies for analytics purposes - for example we track how many people come to our website per day, etc. We DO NOT use intrusive or illegal methods for cookie use and we believe every human has the right to privacy wherever it may be, which is why you can "opt-out" using the pop-up on the homepage which appears on your first visit or the "Privacy settings" tab, which appears on the bottom left of every page on our website.

If you have any questions or concerns please do not hesitate to contact us at sales@divan-beds.co.uk

11. Order Security & Data Protection

We try to process orders as fast and securely as we can. All information you provide us is not shared with any third party other than the delivery services and/or manufacturers or suppliers. We fully comply with the UK Data Protection Act 1998.

12. 100% Safe & Secure Payments

Our website and all pages are fully SLL Encrypted and payments are taken through a secure payments gateway service. We accept all major UK Debit or Credit Cards and we now also accept Google Pay & Apple Pay payments. 3-D Secure has been enabled for all transactions for added security (required). None of your personal information will be shared with any 3rd party and is only made through our payments providers. We fully comply with the UK Data Protection Act 1998 & fully PCI Compliant.

13. Price Match Guarantee / Best Price Guarantee

We can price match any competitor/supplier price as long as the product and product features & services match or exceed our product and/or service. Price match application must be made before placing an order, you cannot request a price match after an order is placed. Please note, the product, its features, materials and delivery time-scales must match or exceed the quality and service we provide for a price match to be successful. We do not offer price match for products hosted on auction website or websites where the public can upload products for obvious reasons. 

For example, if competitors product is not 100% cotton OR does not contain the same fillings OR delivery times are longer OR the description does not specify these features and/or services, we cannot price match this for you. You must claim for a Price Match prior to placing an order and obtain a Price Match Coupon Code. Please make sure you have read the above before claiming for a Price Match Coupon Code. 

14. Mistreatment of Product

Mistreatment of any product purchased from us will immediately void any guarantee, warranty, cover & we may refuse an exchange or return based on this. This includes (but not limited to) the following:

• Using a mattress without bed linen
• Using smaller size bed linen than your mattress size
• Subjecting the product to excessive wear and tear, for example sitting on a mattress edge for a long time
• If your mattress is "2 sided mattress" (both sides are the same) then it should be rotated at least once per month
• If your mattress is "Non-Turn" then it should be rotated at least once per month
• If your mattress is 'Non-Turn' you should use the sleeping surface only (the side with the mattress label or the softer side) 
• Using a mattress on an old or unsuitable base, or a surface for which it was not designed. Rolling or bending a mattress
• Overloading the drawers in a bed base - overloading may cause distortion or damage to the drawers and may also cause them to jam. Therefore, smaller drawers should not be loaded in excess of 7 kg, and standard drawers – 15 kg
• Improper assembly of a bed frame, divan bed base or headboard causing any part to split or break
• Improper unpackaging of products - do not open packaging with sharp objects - this will cause damage to the product
• Do not drag the product in any way - ask for assistance and lift off the ground whilst moving it

15. 3 Year Guarantee 

Starting January 1, 2024, particular items are covered under a 3 year manufacturers guarantee, this will be listed in the product page. Items purchased before this date will not come with a guarantee. 

Our guarantees cover manufacturing defects only. They do not cover:

• Normal wear and tear
• Accidental damage
• Incorrect assembly or use
• Damage caused by misuse or unsuitable bases

We may decline a guarantee claim if:

• The product shows signs of misuse or tampering
• You do not provide the required photos and information
• The product was used outside of normal domestic conditions

We value customer feedback and encourage you to contact us directly if you have any concerns. We aim to resolve issues fairly.

15.1 Issues Covered

• The warranty covers only manufacturing defects, specifically those that occur during the production of the items. It excludes accidental damage, normal wear and tear, or any issues that arise after the goods have been delivered. The guarantee takes effect from the date of purchase, as delivery times can differ for each product.
• The decline in a mattress's condition is characterized by a noticeable indentation or sag of 3 inches (7.5 cm) or more, provided that this issue has not arisen from placing the mattress on an inappropriate surface.
  

15.2 Issues Not Covered

• Damages caused by anything other than visible manufacturing faults
• Any wear and tear, this includes (but is not limited to): mattress covers, bed feet, slats, baseboards, pistons, divan clips, headboard struts). These items will need to be replaced on a regular basis and the time for each replacement will be based upon multiple factors (this includes use of product, weight of individual(s), etc)
• Parts not covered will not be replaced free of charge. If we stock the item in question, we can quote you a replacement part charge for this, wherever possible. 
• Incorrect assembly
• LED & other lighting experiencing lumen depreciation/faults
  
• Misuse of the intended purpose of the item

15.2 To Make a Claim

• Claimant name and address
• Order number & full description of complaint
• Weight of product user(s)
• The type of care has been taken of the product over its time being used
• Clear images showing the defect - the images must clearly show to defect (with measurements)
• We must be able to identify the item is our product from the images - FULL VIEW item images required
• A mandatory Excess Fee ranging from £95 to £150 will be applied for each successful claim prior to the replacement of any product or its components, should multiple items be involved.
  

To file a claim under this guarantee, you need to submit photographs of the damaged or defective areas, along with a comprehensive description of how the damage occurred and how the item was utilized. Our technical team will review this information to decide whether the item should be repaired or replaced. Depending on your submission, we will determine if a replacement product or part is warranted. If a replacement is provided, you may need to return the defective item to us. We reserve the right to refuse service under this guarantee if we discover evidence of misuse or if the items have been employed for purposes outside their intended domestic use.

15.3 Invalidating the Guarantee